FAQ's

• Sister App & Webshops

  • My NASP reward code isn't working
  • How do I purchase an Ambassador kit?
  • What is the New Ambassador Starter Programme?
  • What is the Elite Sellers Club?
  • What are Super Star Sellers and Growth Champions?
  • What is the January Joining offer?
  • What happens when I log in to the Sister App for the first time?
  • Where can I find Sister App training videos?
  • Where can I watch the Sisterhood Launch Event?
  • How do I become a Super Starter?
  • Information about Klarna
  • How do I change my personal details on the Sister App?
  • What is the Sister Connect programme?
  • Information about Gift Cards
  • Key Business Dates
  • How do I access the new Sister App and my Ambassador webshop?
  • Where can I access training for webshops: Get Fit & Hypercare?
  • I've achieved my Superstarter Level 1 or 2. How do I claim my reward?

• Deliveries

  • ★ How do I track an order?
  • ★ What are my delivery options?
  • ★ Where is my order?
  • Information about Post Office® Local Collect
  • Will my parcel be discreet?
  • I'm missing an item from my Kit. What do I do?
  • Can I place an order to be delivered to a BFPO address?
  • Am I able to place an order for an international address, including the Republic of Ireland?
  • I'm missing an item from my order. What do I do?
  • Do I need to sign for an order?
  • Can I amend or cancel my order once I've placed it?

• Returns, Refunds & Exchanges

  • ★ My item is faulty or damaged
  • ★ What's the Sisterhood Returns & Exchanges Policy?
  • ★ How do I make a return?
  • What happens if myself or my customer return an item from a promotion?
  • How do I track a return?
  • I or my customer still haven't received a credit, refund or exchange
  • I've purchased a kit but I've changed my mind. What options do I have?

• Payments & Commission

  • January Jump Start incentive
  • The Big Christmas Giveaway incentive
  • Peak Bonus Incentive
  • Inactivity £10 voucher - T&C's (UK)
  • 30% Ambassador Discount Boost
  • What are the Sisterhood March challenges?
  • How is my CV and PSC affected when my customer purchases items from a Bundle or Multi-buy promotion?
  • What is the TA Promotion Bonus?
  • As a self-employed Ambassador, do I need to register my business for VAT with HMRC?
  • What is the Hall of Fame incentive?
  • Who do I contact if I think the commission I've been paid is wrong?
  • How and when will I be paid my commission?
  • What additional commission can I earn (UK)?
  • Can I claim back VAT on my orders?
  • How do I view my Sister pay balance?

• The Party Portal

  • ★ How do I access digital catalogue and social media assets?
  • How do I return a faulty or damaged item?
  • How do I become a Super Starter?
  • Myself or my customer still haven't received a credit, refund or exchange.
  • What is the Sisterhood Returns & Exchanges Policy?
  • Can I amend or cancel an order I've placed via the Party Portal?
  • I've achieved my Superstarter Level 1 or 2. How do I claim my reward on the Party Portal?
  • How do I return an item I purchased for myself?
  • How do I organise a customer return or refund?
  • How do I register an Ambassador in my team?
  • Information about the Klarna App
  • What are Personal Sales (PS)?
  • How will Brexit impact my business?
  • My order has not processed but my payment has been taken
  • What are my Personal Sales, Central Team Sales and Organisational Team Sales?
  • How do I contact my Upline?
  • How do I progress to the next level of the Compensation plan?
  • Why am I not receiving emails from the Ann Summers Sisterhood?
  • I've received a credit for a return on my account but don't know who it's for. How do I find out?
  • I've received a credit for a return. How do I refund my customer?
  • How do I find out when a product will be back in stock?
  • My new sponsor has almost completed registration but her card payment has been declined. What do I do?
  • What is a Commissions Statement?
  • Can I receive my Commissions Statement by email?

• The Ambassador Agreement

  • ★ What is Ann Summers policy on Raffles, Lotteries, Game and Competitions?
  • Information about your Independent Ambassador Agreement
  • What is your social media policy?
  • What is Direct Selling?
  • Can I reinstate my account if I have left the Sisterhood?
  • Where can I access a copy of my Agreement with Ann Summers?
  • Where can I find information on the Bribery Act 2010 and the Ann Summers Anti-Bribery Policy ?
  • How do I leave the Ann Summers Sisterhood and end my Ambassador agreement?
  • Do I have to hit a certain sales target to stay as an Ambassador?

• Training

  • Earn and Play
  • Build Your Business Incentive
  • What is the "Spring Into Action" incentive?
  • What is the "Spring Clean Your Business" incentive?
  • Valentines Level Up Incentive
  • Share the Love with Thrive
  • Thrive Learner FAQs
  • Lelo Incentive T&Cs
  • Where can I download order forms?
  • Where can I find the Quick Start Guide?
  • Where can I find Help and Support?
  • Where do I access Sisterhood welcome calls?
  • How do I live chat with Customer Services?
  • Where can I find Sisterhood training materials?

• Recruitment

  • I've sponsored a new Ambassador but they've failed the ID checks, what can I do?
  • What identity checks does my sponsor need to complete?
  • My new recruit has almost completed registration but her card payment has been declined. What do I do?
  • What is a Downline?
  • What is an Upline?
  • What happens if someone contacts Customer Services wanting to book an event?
  • How do I register a new Ambassador in my team?

• Feedback & Complaints

  • If I'm unhappy with my kit, can I exchange or replace it?
  • Troubleshooting guides for toys
  • I've noticed an Ambassador has more than one account. Where can I report this?
  • I'd like to make a complaint about a Host or Customer at an event. Who do I contact?
  • How do I feedback a compliment or complaint another IBA?
  • How do Customer Services deal with compliments or complaints about me or my events?
  • I have a legal query, what do i do?
  • I have a press or PR query. Who do I need to contact?