Returns Policy
Return your items by post
Return your items to an Ann Summers store
International Returns
Returns Policy
If you’re not happy with something you purchase from an Ambassador's webshop for any reason, you can return it to us for free within 28 days of receipt. Items must be unworn, unwashed and in their original condition with all tags and labels intact for lingerie, and all seals intact for toys and accessories. Items bought as part of a set must be returned as a complete set.
There are a few things we can’t exchange or refund:
- All sex toys, where the packaging/box has been opened or the security seal removed or broken, unless the item has been returned to us and on inspection is found to be damaged or faulty;
- Lingerie, which has been worn, or where the hygiene seal, tags or labels have been damaged or removed;
- Hosiery, which has been worn or where the seal is broken;
- Items purchased as part of a set, but which have been returned separately or as an incomplete set;
- Face coverings, due to hygiene reasons.
If your return meets our Returns Policy, we’ll be happy to exchange your item or refund it for you.
| Please note, we only accept like-for-like exchanges. You can exchange your item for a different colour or size (subject to availability), but we’re sorry that you can’t choose a different item altogether. |
If you've received damaged or faulty items, click here.
Return your items by post
Returning your items with EVRi - Collection, ParcelShop or Locker
We've made returning your unwanted items easier than ever before, thanks to our new courier EVRi.
Returning your items to us for a refund or exchange is FREE with EVRi. You can book a home collection or drop your parcel off at your local EVRi Parcelshop or Locker. Simply follow the instructions below:
- Visit the Returns Portal & enter in your order details.
- Tell us which items your returning and select your preferred returns service (Collection, ParcelShop or Locker Drop off)
- Complete the returns form on the back of your original invoice. If you don’t have your original invoice, you can get a new returns form here.
- Package up your items, along with your returns form.
- Drop off your item at your chosen Locker/Parcelshop, or await your courier collection.
- We’ll email you a confirmation and a copy of your return label.
- Make a note of the tracking number in your returns confirmation, incase we need locate your return at any point.
Returns to our warehouse can take up to 10 working days to be received. Once we’ve received your return, we’ll usually process your refund/exchange within 5 working days. You can track your return here.
Return your items to an Ann Summers store
You can return your item(s) to any of our stores - to locate your nearest Ann Summers store please click here.
Please remember to bring with you your proof of purchase (like receipt, delivery note or screenshot of your order confirmation email), and your original payment method. We're sorry, but we can't accept bank statements or online banking screenshots as proof of purchase.
If you're returning an item in store, we're sorry, but we can only offer you an exchange at the same value of your purchase. If you'd prefer a refund, you'll need to send your items back to our warehouse by post, following the instructions above.