Customer Care at VictoriasSecret.com: An Expert, Step‑by‑Step Guide

How to reach Customer Care on VictoriasSecret.com

The most reliable entry point is the Customer Care hub on victoriassecret.com. From any page, scroll to the footer and select “Customer Care” or “Contact Us.” You’ll typically see options for live chat, self‑service help articles, order lookup, and links to store policies. If you’re signed in, the system can surface your recent orders and enable faster, personalized support.

Live chat is generally the quickest option during peak shopping periods (holidays, semi‑annual sales in June/July and December/January). If you don’t see chat, clear browser blockers and try again from a desktop session. Phone support information is posted within the Customer Care area; hours vary seasonally, so check the site the day you need help. When calling, be ready to authenticate using your order details or account email so the agent can access your file immediately.

Information to have ready for faster support

Having accurate details upfront can cut your resolution time in half. Before you start a chat or call, gather the identifiers that tie your request to an order or store visit. For delivery problems, photos and tracking data dramatically increase first‑contact resolution rates.

• Order number and order date (from your confirmation email, subject line usually includes “Order #”).
• Account email address and full name exactly as on the order; billing ZIP/postal code and last 4 digits of the payment method.
• Item details: style name, size, color, and SKU/UPC from the tag or packing slip; clear photos for damage/defect claims.
• Tracking number(s) from the shipping confirmation; carrier name (UPS, USPS, FedEx, DHL).
• For in‑store issues: the printed receipt, store location number, purchase date, and the POS transaction number.
• Gift Cards/eGift Cards: card number and PIN (usually on the back under a scratch‑off); screenshot of the eGift email.
• Credit card questions: your Victoria’s Secret Credit Card account details are managed by Bread Financial/Comenity; have your latest statement and last 4 digits ready. Access management at comenity.net/victoriassecret.

If you’re acting on behalf of someone else, ask them to be available for quick identity confirmation. For privacy reasons, agents may be required to speak briefly with the account holder or receive explicit, verifiable consent before proceeding.

Orders, shipping, and tracking

Use “Order Lookup” from the Customer Care page to track packages without logging in; you’ll need your order number and the email used at checkout. If you have an account, sign in and open “Order History” to see line‑item status (processing, shipped, partial shipped, delivered) and tracking links. When an order includes multiple warehouses or backordered items, you may receive more than one shipment and confirmation email.

Processing time depends on inventory availability and the shipping method chosen at checkout. Carriers update scans periodically—if a label is created but you see no movement for 24–48 hours, that’s normal during peak periods. If the carrier shows “Delivered” but you don’t have the package, check alternate drop‑off areas and with neighbors, then contact Customer Care with the timestamp and tracking number so they can start a trace with the carrier.

Returns and exchanges: online vs. in‑store

For online purchases, initiate a return from your account’s “Order History” or via the Customer Care portal’s “Start a Return.” You’ll be guided to print a prepaid label or generate a QR code where available. Keep your return tracking receipt until your refund posts to the original payment method or as store credit, per the policy posted on the returns page.

Most online items can also be returned in U.S. Victoria’s Secret or PINK stores with the packing slip or digital receipt. Some categories (e.g., final‑sale items, worn intimates without tags, personalized items) may be excluded—check the specific policy text before heading in. For store purchases, exchanges are usually fastest at the same location, especially if you need a size/color swap while inventory is on hand.

Victoria’s Secret Credit Card and payments

The Victoria’s Secret Credit Card program is issued and serviced by Bread Financial (Comenity). Manage your card, view rewards, and make payments at comenity.net/victoriassecret. Because card servicing is regulated separately, store associates and general Victoria’s Secret Customer Care cannot access your card account; you’ll be re‑directed to the issuer for billing and dispute questions.

When you make an online payment, allow time for posting—payments made after the issuer’s daily cutoff post the next business day. For a disputed charge, the Fair Credit Billing Act gives you 60 days from the statement date containing the error to file a written dispute with the issuer. Keep copies of all correspondence, order confirmations, and delivery scans to support your claim.

Gift Cards and eGift Cards

Victoria’s Secret Gift Cards and eGift Cards are commonly sold in flexible denominations (e.g., $10 to $500). You can redeem them online at victoriassecret.com and in participating U.S. stores; you may use multiple cards in one transaction. For split tenders, any remaining amount is billed to your credit/debit card after the gift balance is applied.

To check a balance, use the “Gift Card Balance” tool in Customer Care or call the automated balance line linked from that page. For lost eGift Cards, Customer Care can often reissue to the original recipient email once they verify the purchaser. For physical cards, report loss immediately; a reissue may be possible with proof of purchase, but card security varies by jurisdiction and store policy.

Special cases: damaged items, lost packages, and fraud

If an item arrives damaged or defective, contact Customer Care promptly with photos of the product, the packaging, and all tags/labels. Provide the order and tracking numbers and describe the issue succinctly (e.g., “underwire protruding at left cup seam,” “stitching failure at strap anchor”). In many cases, Customer Care will offer a replacement or refund and may or may not require the item to be returned.

For missing packages marked “Delivered,” verify delivery locations, wait a short window for late carrier scans, then contact Customer Care to initiate a trace. For suspected account compromise or unauthorized orders, reset your victoriassecret.com password, revoke saved payment methods, and contact your bank or card issuer to protect your account. File a police report if required by your financial institution for chargeback documentation.

International customers

Availability of shipping, returns, and currency options varies by country. At checkout, select your location to see duties/taxes and delivery estimates before you pay. Some markets are served directly while others route through cross‑border solutions; policies differ accordingly, so always read the country‑specific Customer Care notes.

For store purchases outside the U.S., returns are generally handled by the store where the purchase was made. When contacting online support from abroad, include your country, order number, and local contact number with country code so agents can coordinate with the correct regional process.

Best practices and escalation

Complex issues resolve fastest when you document each step. Keep a timeline with dates/times, agent names (or chat IDs), and case numbers. If you don’t see progress within the timeframe promised by the agent, follow up in the same channel to maintain case continuity.

• Use live chat for quick fixes (address corrections, cancellation attempts, re‑ships) and phone for multi‑order or billing‑related cases.
• Screenshot order confirmations, tracking pages, and error messages; save PDFs of invoices and packing slips.
• Ask for a case or interaction ID at the end of every contact; confirm the agreed action and turnaround time in writing.
• Escalate politely: request a lead/supervisor when an SLA is missed or a previous commitment wasn’t honored.
• Credit card disputes: submit written disputes to the issuer within 60 days of the statement date; include product photos and carrier scans.
• Know your rights: U.S. Mail/Internet Order rules require shipping within the time advertised or timely refund options when delays occur.
• If an order is tied to a time‑sensitive event (e.g., travel), state the date up front so agents can choose the right remedy.

For company background, Victoria’s Secret was founded in 1977 and became Victoria’s Secret & Co. in 2021 following the L Brands separation. The brand expanded its digital capabilities with the acquisition of Adore Me in 2023 for approximately $400 million, reflecting a heavier investment in fit technology and on‑demand fulfillment—improvements that have also streamlined Customer Care workflows for sizing, returns, and digital services.