I am extremely disappointed with my experience shopping at Ann Summers. I ordered five items online, intending to choose between them. When I went to return the unwanted pieces in-store, I was told they had no issues with the items but couldn’t process my return because I paid via PayPal - something that wasn’t made clear in the refund policy. I then tried to process the return online, only to have the system reject my details as 'incorrect'. After waiting a full week for an email response, I had to use someone else’s device to access their live chat (which wasn’t working on mine due to their website’s security settings). Eventually, I was given an alternative link to request a return and sent two items back via post. Ten days passed with no updates or confirmation - until my return package arrived back at my doorstep with a note stating my refund was rejected due to the items not being in their original condition. In fact, I returned them in perfect condition, with the original packaging resealed. To make matters worse, the boxes were sent back to me opened and scribbled on - so in a worst condition than I sent them - meaning I can’t even gift them now. Ironically, one of the items I kept arrived with a broken hygiene seal, but since I liked the item I decided to not raise the issue - regardless I knew they’d never believe me if I tried to return it. For a company of this size to go to such lengths to avoid refunding £15 is disgraceful. The entire process, from poor product quality to obstructive return policies and slow customer service, has been beyond frustrating. I will not be shopping here again and would strongly advise others to think twice before purchasing.