If you’ve placed an order but can’t see it in your order history, it doesn’t usually mean anything has gone wrong. Below are the most common reasons this can happen and what to check next.
You May Have Used a Different Email Address
- Orders appear in order history based on the email address used at checkout.
- If you used a different email address, the order won’t show in the account linked to another email.
- This can sometimes happen with Apple Pay, PayPal or other express checkout methods, where the order is placed using the email linked to that payment account, rather than the one you usually use.
It’s worth checking all email inboxes you may have access to for your order confirmation.
You Were Not Logged In When You Placed the Order
- aIf you checked out as a guest, the order won’t automatically appear in your online account.
- Even if you later create an account using the same email address, guest orders may not show in order history.
Your order is still valid and being processed - it just won’t be visible in the account area.
The Order Was Very Recently Placed
- It can take a short time for a new order to appear in order history.
- If you’ve only just placed the order, please allow a little time and check again.
You’re Logged Into a Different Account
- If you have more than one Ann Summers account, the order will only appear in the account used at checkout.
- Logging out and back in with a different email address may help.
How to Confirm Your Order
- Check for your order confirmation email, which confirms the order was successfully placed.
- This email includes your order number, which we can use to locate the order at any time.
If You Still Can’t Find Your Order
- Please contact our Customer Services team, and we’ll be happy to look into this for you.
- Having your order number, email address used, and billing postcode ready will help us find it quickly.