Customer Service

Frequently Asked Questions

Returns & Exchanges

What is your Returns Policy?

Refunds will be credited in the same form as they were paid if an item is returned within 90 days of purchase. If an item is returned more than 90 days after purchase, a refund will be issued in the form of a merchandise credit redeemable toward a future purchase.
Can I return or exchange my internet and catalogue purchases at a store?
Buy online/catalogue & drop off returns in store (within the U.S. and Puerto Rico). Here’s how:
- Bring your items to a store near you. Don’t forget your invoice! Our sales associates are unable to process a return or an exchange without an invoice.
- An associate will accept your return and give you a drop-off receipt.
- You will receive credit once your return is received and processed by our fulfillment center.
How do I make a return or exchange?
We take great pride in our reputation for quality and excellent value. It is important to us that you are completely satisfied with your purchase. If for any reason you do not absolutely love your selections, we will gladly issue a refund for the value of the merchandise or exchange your items within 90 days of purchase.

Original shipping and handling fees are not refundable. Offers are subject to adjustment due to returns, cancellations, and exchanges. Merchandise returned after 90 days may be exchanged or refunded in the form of a merchandise card.

Exchange by phone: Call us at (800) 888-1500. You will be charged for the replacement merchandise and we will cover the cost of standard shipping for your exchange. Upon receipt of your return, we will credit you for the returned items. Please leave the Exchange Section of your Return/Exchange Form blank to avoid a duplicate shipment.

Returns & Exchanges are easier than ever. Now you can return items from your mailbox or in our stores!

By Mail: Place your items and completed Return/Exchange Form in a secure package removing or covering any labels. Please allow 30 days for us to receive and process your request. A Return and Exchange Form is included with every package. If you are unable to locate your Return and Exchange Form, please download a new form. You can fill it out online and then print it, or print out a blank form and complete it by hand.

For your flexibility, return labels from two carriers are provided for use on all domestic orders. When you choose our pre-paid return label option, we will deduct $5.99 from your refund for return Shipping & Handling costs. As always, retain your Order Summary and Tracking Number for reference. Please see label instructions for additional details.

U.S. Postal Service Return Label

Send your package back by placing it in your mailbox or drop it off at any post office.

UPS Return Label

Take your package to a UPS drop-off location or give it to any UPS driver.

Please retain the applicable tracking number from your return label to track your package. To track your package visit:
UPS – www.ups.com
U.S. Postal – www.tracking.smartlabel.com

In Store: Buy online/catalogue & drop off returns in store (within the U.S. and Puerto Rico). Here’s how:
- Bring your items to a store near you. Don’t forget your invoice! Our sales associates are unable to process a return or an exchange without an invoice.
- An associate will accept your return and give you a drop-off receipt.
- You will receive credit once your return is received and processed by our fulfillment center.
I received both a U.S. Postal and UPS label in my package. How do I use them to return an item?

Returns and Exchanges are now easier than ever. You now have the option of returning items from your mailbox if within the United States. Please follow these instructions for using our pre-paid label:

Step 1: Place your items and completed Return/Exchange form in a secure package removing or covering any labels.

Step 2: Attach the $5.99 pre-paid shipping label for the carrier of your choice:

NEW! U.S. POSTAL SERVICE LABEL
Now you can send your package back by placing it in your mailbox or dropping it off at the Post Office.

UPS LABEL
Take your package to a UPS drop-off location or give it to any UPS driver.

No payment is necessary when you mail your package using the pre-addressed return label. You will be charged a return fee of $5.99 upon receipt of your return.

Please retain the applicable tracking number from your return label to track your package. To track your package visit:
UPS - www.ups.com
U.S. Postal - www.tracking.smartlabel.com
How can I exchange items over the phone?

We will gladly issue a phone exchange. Just call (800) 888-1500 or (937) 438-4197 (outside the U.S.). We will charge you for the replacement merchandise right away and ship it to you via Standard Delivery at no cost to you. In the meantime, just send your original merchandise back and we will credit your original form of payment once we receive and process the returned merchandise.
How do I return a gift?

Simply check the box on your Return/Exchange Form attached to the original invoice indicating you are returning a gift and provide your shipping information. We will gladly send you a refund in the form of a merchandise card or complete your exchange. If you are exchanging for merchandise of higher value, please include payment for the remaining balance. If you do not have the original invoice, a printable return and exchange form is available here. Unfortunately, gifts purchased in a Victoria’s Secret Store must be returned to a store. For a list of store locations, click here.

Order Information

How can I check the status of my order?

To check the status of your order, please click here or on the Check Order Status link at the bottom of any page on our web site. You can also call our Customer Care Center anytime at (800) 411-5116.
When checking on the status of my order I received an "In Process" message. What does that mean?

"In Process" means that your order is in the early stages of shipping. Changes to your order cannot be made during this time, but you can always call to make a return or exchange once your order has arrived.
How can I find out where my package is?
Once your order has been billed you will receive a shipment confirmation email that confirms that your order has been shipped from our Distribution Center. To check the status of your order, please click here or on the Check Order Status link at the bottom of any page on our web site. You can also call our Customer Care Center anytime at (800) 411-5116. Please click on the links below for more information:
- U.S. & Canada Shipping
- International Shipping
My order has shipped but I still can't track it. How can I find out where it is?

Depending on the shipping carrier, tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email from us. If 48 hours have passed and you're still unable to track your order, please click here or on the Check Order Status link at the bottom of any page on our web site. You can also check the status of your order by calling our Customer Care Center at (800) 411-5116.
Why am I paying tax on shipping and handling?

State tax regulations require that we collect sales tax on shipping and handling where applicable. All sales taxes that are collected are paid to the state where the tax is collected and merchandise has been shipped.
How is sales tax determined?

The sales tax rate and collection of taxes are determined by the location where the merchandise is being shipped.
I am shipping my order outside of the U.S. Will I be charged additional duties and taxes?

Shipping to Canada: When you place an order at VictoriasSecret.com, you authorize our customs broker to act as your agent with Customs and Revenue Canada to clear merchandise and process all duties and taxes. Duties are determined as a percentage of the price quoted in our catalogue and differ for each item purchased. Goods and Services Tax (GST) Provincial Sales Tax (PST), and Harmonized Sales Tax (HST) are a percentage of the subtotal of the value of the merchandise purchased and the duties on that merchandise as required by Canadian law. The GST, PST, and/or HST rate is determined by the province to which the merchandise is shipped. All duties and taxes collected are forwarded to the proper Canadian authorities.

Shipping Outside the U.S. & Canada: Your order may be subject to VAT, import duties and taxes, which are levied once your package reaches your country. Victoria's Secret ships your package DDU, "duties and taxes unpaid", and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country's custom policies, please contact your local customs office. Unfortunately, we are not able to request for your order to be shipped by a specific carrier. Carriers are determined for each order by package weight and product shipping restrictions.
How do I calculate the shipping and handling for my order?
Shipping and handling charges are determined by the merchandise dollar amount of your order before any special offer deductions or sales tax calculation. To see our shipping and handling rates, please click on the links below:
- U.S. & Canada Shipping
- International Shipping
What forms of payment do you accept online?
We accept the following credit cards at VictoriasSecret.com:
- Victoria's Secret Angel Card
- American Express
- Discover Network
- MasterCard
- VISA
- JCB
How can I place an order from a catalogue at VictoriasSecret.com?

To order items from one of our catalogues online, click on the Catalogue Quick Order link at the bottom of any page of our web site. You will be taken to a page where you may enter the item numbers as they appear in the printed catalogue. You may also enter an item number into the Search field at the top of every page.
When will my backordered item(s) ship?
To check the status of your order, please click here or on the Check Order Status link at the bottom of any page on our web site. To check the status of your order by phone, call (800) 411-5116 anytime.

If any of the items in your order are backordered:
- They will be shipped to you as they become available.
- The total shipping and handling charges will be allocated proportionally and charged as the merchandise is shipped: The total shipping and handling charges do not increase as a result.
- If using a debit card we recommend that you deduct the full amount of your order from your records today to ensure funds are available as your items become available.
- All backordered items will ship Standard Delivery.
Can I make a change to a backordered item in my order?

To make changes to backordered items, please call (800) 411-5116 or (937) 438-4197 (outside the U.S.) and we will do our best to assist you. Please keep in mind that making changes to or canceling a backorder may adjust any qualifying special offers or promotional offers that you may have received in the original purchase.
How do I place an order via mail or fax?
Use the links below to download a printable order form.

Shopping Online

How can I use an Offer Code online?

To redeem special offers, customers must select the offer code box on the shopping bag page and then enter the offer code(s) at checkout. After entering offer code(s), offer adjustments will be made to eligible orders on the Order Review and Payment Page. Offers may require a purchase from a specific catalogue(s), and do not apply to Gift Cards, eGift cards, gift wrap, shipping or taxes. Offers are valid while supplies last. Please see specific offer details for complete terms and conditions, including expiration date and other exceptions. All orders are subject to verification. Some pricing and promotions on the Mobile site may require offer codes from the main Victoria’s Secret web site.
How do I redeem a Catalogue offer online?

To receive a special offer that appears in a printed catalogue, place your order by entering the catalogue item numbers in the Search box at the top, or by using Catalogue Quick Order link located at the bottom of any page of our web site. During checkout, you will be able to enter your offer codes, as well as the Source Code that is located on the back cover of your catalogue. After entering offer code(s), offer adjustments will be made to eligible orders on the Order Review and Payment page. Offers do not apply to Gift Cards, eGift cards, gift wrap, shipping or taxes. Offers are valid while supplies last. Please see specific offer details for complete terms and conditions, including expiration date and other exceptions.
What are the browser recommendations for shopping at VictoriasSecret.com?

For optimal performance, we recommend using the latest version of any popular web browser. Please be sure that JavaScript and Cookies are enabled; both are required to complete online transactions. In addition, we recommend that you set your monitor to a resolution of 1024x768 or higher to best view the entire site.

To fully experience all of the web site content, we recommend downloading and installing the most recent version of Adobe Flash™ Player from Adobe.com
How can I shop VictoriasSecret.com with my Smartphone?

Type VictoriasSecret.com into your Smartphone's browser and you will be directed to the mobile version of our web site where you can shop the full range of products available on our main web site.
How do I receive special offers from VictoriasSecret.com?

Sign Up for Email to be the first to hear about special offers, new products, sales & specials, events and more.
How can I unsubscribe from receiving Victoria's Secret emails?

Please click the link below to be removed from our email list.

Unsubscribe from Email

We appreciate your patience as it may take a short period of time before your email address will be removed from our file.

Please note that you will still be asked to provide your email address when ordering online so that we may contact you with information about your order.

Our Products

How do I use a Gift Card on an online order?

To use your Gift Card towards an online purchase, enter your Gift Card number and PIN (found on the back of your Gift Card) on the Order Summary and Payment Review page at Checkout. Any unused Gift Card balance will remain on your Gift Card. Gift Cards cannot be redeemed when using Express Checkout. Cards purchased in Victoria's Secret stores in Canada are not redeemable online and may only be redeemed in Canada.
I received an eGift Card in an email. What is it? How can I use it?

eGift Cards can be redeemed towards any online purchase. To activate your eGift Card, you must be registered and signed in to Your Account at VictoriasSecret.com. After you're signed in, just click on the link that appears in your eGift Card email. If you can't click on the link, cut and paste the link into your browser. You may also enter the email address to which the eGift Card was delivered and the eGift Card number on the eGift Card activation page in Your Account. When activating your eGift Card, make sure your email address matches the address to which you eGift Card was delivered (it does not have to match the email address in Your Account). Click on Apply in the eGift Payment section at Checkout and the entire balance will be applied to your order. Please note that eGift Cards cannot be redeemed when using Express Checkout. If your order total is more than the balance on your eGift Card, we'll ask you to apply the remaining balance on another form of payment. Your final eGift Card balance will be visible at Checkout or you can check your balance anytime just by signing in to Your Account. eGift Cards are not applicable towards phone or store purchases.
Can I use my eGift Card at a Store?

Victoria's Secret eGift Cards may only be used online at VictoriasSecret.com.
How can I search for products quickly at VictoriasSecret.com?

You can quickly find exactly what you're looking for by entering a description in the Key Word Search box at the top of every page.
What's the best way to shop at VictoriasSecret.com?

At the top of each page, you'll find different categories like "Bras", "Panties" and "Clothing". If you click on a category, you'll find that it's further divided into different sections down the left-hand side of the page. Each section contains a series of products that might interest you. To find a product quickly, just type a keyword into the search box at the top of every page.
Where can I find sizing information?

Size charts are located in the Customer Service Section. Links to specific size charts are also provided on the applicable product pages throughout VictoriasSecret.com.
How can I properly size myself for a bra?

If you are unsure of your bra size, we invite you to visit a Victoria's Secret store for a free personal bra consultation, or click here for measuring instructions.
Do you have a Bridal or Gift Registry?

We don't have a typical Bridal or Gift Registry but we do offer an online Wish List. You can save your favorite items to your Wish List and send it to family or friends as gift ideas for special occasions like a bridal shower or Christmas. You can also share your Wish List on Facebook and Twitter. To use your Wish List, you must be a registered customer and signed-in to your VictoriasSecret.com Account. For more information about Wish List, click here.
Did you discontinue your Victoria's Secret Laundry Detergent?

Great news! We did not discontinue our Laundry Detergent. It is available in our stores. Please note, the detergent is not recommended for use in high efficiency washers. To find a store near you, click here.
Will you be bringing back your signature fragrance, Victoria?

No. We are not bringing back this fragrance.
I am interested in selling your products overseas. Is this possible?

In the U.S. and Canada, all of our brands are owned and operated by Limited Brands and therefore are not franchise operations. If you have an inquiry regarding our La Senza brand, which has international franchise locations and stores operated by international licensees, please email your request directly to International@LaSenza.com. At this time, we are not accepting requests for other franchise opportunities.
Do Victoria's Secret bras really contain formaldehyde?

Victoria's Secret Bras Are Safe
As millions of women know, Victoria's Secret bras are safe. You may have seen media reports or online postings that claim Victoria's Secret bras contain formaldehyde. Because of our commitment to our customers' safety and satisfaction, we want you to have the facts. We hope that with the complete truth, we continue to earn your confidence in our products every day.

Victoria's Secret does not add formaldehyde to its bras, and multiple, independent tests confirm that Victoria's Secret bras are formaldehyde-free or contain only traces which are significantly lower than allowed by the most stringent textile guidelines in the world. Dermatologists and various authorities all confirm that even those individuals who are allergic to formaldehyde would not have a reaction at this low level, despite public claims by a Cleveland law firm. Here are the facts:

About the testing process
Textile experts around the world use a standard quantitative test as the most reliable way to detect the presence of formaldehyde in clothing. That is the test that was used by independent labs to examine Victoria's Secret bras. For more information about formaldehyde limits for clothing and the quantitative testing, known as EN ISO 14184-1, visit: http://www.consumeraffairs.govt.nz/legislation-policy/policy-reports-and-papers/reports/statement

About formaldehyde
Formaldehyde is found naturally in the environment and is widely used in many consumer products. You could expect to find it in dollar bills, medicines, wood furniture, baby wipes...even fresh fruits and vegetables. Although formaldehyde is quite common, we do not add it to Victoria's Secret bras - honestly because there's no need to use it in this type of product.

For our customers
Customer safety and satisfaction are always our primary concerns, and we take very seriously any issues our customers may have with our products. If you ever have a concern with a Victoria's Secret product, please let us know. Our customer care center representatives care about your experience and are happy to help:(800) 411-5116 or Service@VictoriasSecret.com

Angel Card

How do I apply for the Angel Card online?

You can apply for the Victoria's Secret Angel Card at www.vsangelcard.com and complete an application form online.
Where can I use my Angel Card?

You can use your Angel Card for purchases made at VictoriasSecret.com, in our catalogue and at our stores.
How can I stop receiving prescreened offers?

You can choose to stop receiving prescreened offers of credit by calling the Consumer Reporting Agencies toll-free at (888) 567-8688; or write: Experian, PO Box 919, Allen, TX 75013; TransUnion, PO Box 97328, Jackson, MS 39288; Equifax, PO Box 740123, Atlanta, GA 30374.
Why am I being offered the Angel Card when I already have one?

If you have not used your Angel Card in the last 36 months, your card may have become inactive and closed. If you have applied in a Victoria's Secret store, it can take up to 72 hours for your account to update. In these cases, you may see additional invitations to apply.
What benefits will I enjoy if I apply and am approved for the Angel Card?

Once you are approved, you will earn points every time you use your Angel Card, including Double Points on your first Angel Card purchase. Earn just 250 points and we will upgrade you to the more exclusive Angel VIP Card, plus give you a $10 reward.

Other benefits include: six months of irresistible offers worth up to $100, a birthday gift and so much more. For complete list of benefits, click here.

The Angel Rewards Program is provided by Victoria's Secret. Victoria's Secret may change or discontinue this program at any time.
How can I pay my Victoria's Secret Angel Card bill?

You can pay your Victoria's Secret Angel Card in stores or online at www.vsangelcard.com. You can also make a payment by phone by calling (800) 695-9478 or TDD/TTY (800) 695-1788 Monday - Saturday, 8:00 am to 9:00 pm EST. There is a $15 fee to pay by phone.
How do I reach Customer Service with questions about my Angel Card account?

Call (800) 695-9478 or TDD/TTY (800) 695-1788 with any questions and we will be glad to assist you.

Victoria's Secret Products at La Senza

Which La Senza stores will offer Victoria's Secret Beauty items?

Please contact your local store for locations and available collections. To find a store location, please visit www.lasenza.com
Which Victoria's Secret Beauty collections will be offered at La Senza stores?

We will be offering Beauty Rush®, VS Fantasies, Heavenly and Desire from the Dream Angels™ collection.
Which Beauty Rush® items will you offer at La Senza stores?

We are excited to offer an assortment of lip glosses and eye shadows from the Beauty Rush® collection.
Which scents from the VS Fantasies Collection will be offered?

Amber Romance, Love Spell, My Desire, Pear Glacé, Pure Seduction, Strawberries and Champagne, Vanilla Lace and Endless Love.
Which products from the VS Fantasies Collection will be offered?

We will be offering body lotion, body splash, hand & body cream, shower gel, body butter, and Eau de Toilette spray.
Will you be offering all three Dream Angels™ Scents?

No. At this time the stores will only be offering the Dream Angels™ Heavenly & Desire scent.

PINK Nation

What is PINK Nation?

PINK Nation is the #1 destination for all things PINK 24/7. Become a member to connect with PINK through mail, email & mobile and get access to exclusive info, offers and goodies!
How do I join PINK Nation?

Membership is easy. Join online at pink.victoriassecret.com or on your smart phone at vspink.mobi. Once you're in, you'll be a member for life but can always opt out of some or all PINK Nation communications. Note that right now, PINK Nation membership is only available to U.S. residents.
Is my PINK Nation account different from my Victoria's Secret account?

PINK Nation is a completely separate program and is not connected to your Victoria's Secret account(s) or your Angel Card. You'll need to create a new account to be able to log in to PINK Nation and access all the best member exclusives.
If I'm a member, what kind of info will PINK Nation have about me and how is it used?
When you join PINK Nation, you're asked to create a user name and password plus provide the following info:
- mailing address
- email
- cell phone number
- birthday
- graduation year
- school name
- clothing size
Of course some of this info is optional, but we will use it to get to know you better and learn what you love! Occasionally we'll send you snail mail, email and texts with exclusive offers and messages for members only. Customer privacy is very important to us. Click here to see our Privacy Policy.

No thanks? No problem! If you'd like to opt out of mail, just visit pink.victoriassecret.com, log in, click 'edit profile' then uncheck the 'mail' box. If you'd like to opt out of email and/or texts too, just follow the instructions located in the email or text to unsubscribe.
I am a member but am having trouble signing in. What do I do?

First, make sure that your browser's pop-up blocker is disabled when you click to sign in. Your username is the email you entered when you registered for the program. Forgot your password? Visit pink.victoriassecret.com and click 'sign in.' Click the 'forgot password' link and enter the email address associated with your PINK Nation account. From there, you'll receive an email to help you reset your password. If you joined PINK Nation by using the Facebook Login button, you will need to choose the Facebook login option to sign in to PINK Nation. (This automatically uses your Facebook user name and password to sign in.) If you are not logged into your Facebook account, you will need to do so.
How do I redeem a PINK Nation offer?

Sometimes, exclusive offers are provided to PINK Nation members. You can access them by signing in to your account at pink.victoriassecret.com then printing or redeeming your offer online (note: all offers may not be available online.) By opting into the PINK Nation text program, you can also receive these offers via text message, then redeem in your local store. This way, you'll never lose one again!

General Information

How can I learn more about Victoria’s Secret and Limited Brands?

Visit LimitedBrands.com for more information.
How can I become a Victoria's Secret model?

We select models from both the Ford and Elite Modeling agencies in New York City. Unfortunately, we do not have information to release regarding specific criteria they must meet. We suggest that you contact a modeling agency if you want to pursue a modeling career.
Can I open a Victoria's Secret store in my town?

Victoria's Secret is a division of Limited Brands. We sell directly to the public through our catalogue and our own retail shops as retailers, not wholesalers. We do not franchise nor do we appoint agents to represent us or assign boundaries or territories for distribution.
Where is the nearest Victoria's Secret store?

You can find the Victoria's Secret stores near you with the Store Locator found in the Customer Service section.
How do I request a charitable donation from your company?

Victoria's Secret Direct is a division of Limited Brands, Inc. and all requests for charitable product donations or charitable contributions are processed through our parent company. Please send your request in writing to the following address:

Limited Brands, Inc.
Attn: Community Relations
3 Limited Parkway
Columbus, OH 43230

For additional information, contact our Community Relations Department at getinvolved@limitedbrands.com or visit our website at www.limitedbrands.com/community.

Customer Service

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Returns and Exchanges

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Company

Frequently Asked Questions

Top Questions

Returns & Exchanges

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Shopping Online

Our Products

Angel Card

Victoria's Secret Products at La Senza

PINK Nation

General Information