Victoria’s Secret Customer Care Email: The Definitive How-To and Contact Guide

Is there a Victoria’s Secret customer care email?

Victoria’s Secret does not publish a single, direct consumer-facing email address for general customer service. Instead, the company routes requests through its Contact Us tools (web form and chat) so your inquiry is authenticated to an order/account and handled securely. When you submit a request via the online form, you receive an acknowledgement and subsequent replies by email, but the initial entry point is the website—not a public inbox.

This approach reduces fraud risk, protects payment details, and ensures agents have the context they need (order number, SKU, store location, device, etc.). It also means your message is automatically tracked under a case ID, which speeds escalation and resolution. If you prefer an “email-like” interaction, use the website “Email Us” form; you’ll still get a reply in your inbox while enjoying the benefits of secure intake.

Where to start: the official contact hub

Begin at the Help and Contact pages on the official site: https://www.victoriassecret.com/us/help. From there you can open a case (“Email Us”), start Live Chat, or find region-specific contact options. If you shop outside the United States, use the country selector at the bottom of the site to ensure you see the correct local options and policies.

If you use the Victoria’s Secret app (iOS and Android), the Support/Help menu mirrors the website pathways. In-app chat often connects fastest because your order history and account are already associated to the session, saving time and back-and-forth.

Fastest ways to get help (and what to use each for)

Different contact methods fit different needs. For order changes needed within minutes of checkout, use real-time channels. For non-urgent documentation (e.g., gift receipt requests), the “Email Us” web form is sufficient and generates a reply to your inbox.

• Live Chat (website/app): Best for urgent order edits, promo code issues, size changes before fulfillment, and quick policy questions. Typical wait is near-instant during business hours; availability varies by day. Start at https://www.victoriassecret.com/us/help and choose Chat.
• “Email Us” web form: Ideal for attaching images (defect photos, return labels), explaining complex issues, or when you need a written trail. Expect a response in roughly 24–48 hours. Access via the Contact section on the Help page.
• Victoria’s Secret Credit Card (Comenity Bank): For billing, payments, disputes, and account updates, contact the issuer directly. Phone (U.S.): 1-800-695-9478. TDD/TTY: 1-800-695-1788. Secure Message Center: https://comenity.net/victoriassecret (log in required). Comenity does not support general account service by plain email for security reasons.
• Store-level assistance: For store-specific issues (price adjustments, local inventory holds, same-day exchanges), call the store directly. Use the Store Locator at https://www.victoriassecret.com/us/store-locator to find phone numbers and hours.
• Social media DMs: Useful for general guidance only. Never share order numbers, addresses, or payment data in public comments. Agents typically redirect you to the secure form or chat for verification.

If you need “an email address,” do this instead

Use the “Email Us” form on the Help page to compose your message. The form captures the essentials (order number, email, subject, attachments) and routes your case to the correct specialized queue (orders, returns, fit & sizing, Pink Nation app support, etc.). Replies arrive at the email you provide, but the conversation is anchored to a case ID so multiple agents can assist without losing context.

After submitting, watch for an automated acknowledgement within minutes. If you don’t see it, check your spam folder and add the victoriassecret.com domain to your safe-sender list. Keep the subject line from the acknowledgement intact when replying so your emails thread to the same case, which reduces resolution time by a day or more on average.

Write messages that get resolved quickly

• Include your order number exactly as shown in your confirmation email, the email/phone used at checkout, and your full name and shipping ZIP/postcode.
• Attach clear photos (under 5 MB each) for damaged/defective items: show the full item, the flaw up close, the inner label/tag, and the packing slip.
• State the remedy you want upfront (exchange for size 34D in style #123456, refund to original payment, price adjustment to $49.95 as of 07/15/2025).
• Never include full card numbers or CVV. For verification, the last 4 digits are sufficient; agents will instruct you if additional secure steps are required.
• If multiple items are affected, list them line-by-line with SKU, size, color, and quantity to avoid back-and-forth.

Response times, refunds, and what to expect

Live Chat is generally the fastest path, with most customers connected in under 2 minutes during peak hours. Web-form (“Email Us”) responses commonly arrive within 24–48 hours, depending on seasonal volume (November–December can extend timelines). Phone queues fluctuate with promotions and launches; if wait times exceed 10 minutes, try chat.

Returns by mail typically process 10–14 days after the carrier shows “delivered” to the returns center, with refunds posting to your bank within 3–5 additional business days (some banks may take up to 7–10). Store returns for eligible items are usually completed in under 10 minutes; refunds to cards still depend on your bank’s posting times.

Exchanges are fastest in-store when inventory is available. If you must exchange by mail, ask support to create a replacement order tied to your original pricing and promotions; this avoids price differences that can occur if items change price after your purchase date.

Credit card and billing issues (Comenity Bank)

If your question involves the Victoria’s Secret Credit Card—payments, late fees, fraud concerns, statement questions—contact Comenity Bank, the card issuer. Use the dedicated phone lines for immediate help (U.S. 1-800-695-9478; TDD/TTY 1-800-695-1788) or send a secure message after logging in at https://comenity.net/victoriassecret. For security, Comenity does not handle account servicing via a public email address.

For disputes, the Fair Credit Billing Act (FCBA) generally allows you to dispute billing errors within 60 days of the statement date. Provide the transaction date, amount, merchant descriptor, and a concise explanation, and include any case numbers you received from Victoria’s Secret customer care for linked order issues. Never email full card details; use the secure portal or phone.

International customers

Support options vary by country. Use the country selector at the bottom of the site to switch to your local storefront, which will display local return policies, currency, duties/taxes handling, and contact methods. Many regions rely on the same secure web-form and chat workflows, while phone numbers and hours differ.

If you purchased through a regional partner site, follow that site’s Contact/Help instructions for the fastest resolution. Always reference the local order number format shown in your confirmation email to avoid delays caused by mismatched systems.

Privacy, data requests, and marketing emails

To access, delete, or correct personal data, and to review privacy practices, visit the Privacy Policy and request portal linked from the U.S. site: https://www.victoriassecret.com/us/help/privacy-policy. Many requests are fulfilled within 45 days (the standard window under U.S. privacy laws), with an optional 45-day extension for complex cases.

To unsubscribe from marketing emails, use the unsubscribe link at the bottom of any Victoria’s Secret message. Changes may take up to 10 business days to fully propagate across systems. Transactional emails (order confirmations, shipping updates, refunds) will still be sent as required to service your orders.

Escalation and documentation

If a case stalls, reply to the last email keeping the original subject and case ID intact and request “supervisor review.” Include a concise timeline with dates, agent names (if known), and any promised actions (e.g., “price adjustment to $39.95 authorized on 08/05/2025”). Organized documentation often resolves escalations in a single cycle.

For store incidents, note the store number, address, date/time, and receipt number before contacting support. When you do reach out, attach photos of receipts or tags to reduce verification steps. Keeping everything in one threaded case avoids duplication and shortens resolution time by days.

Key takeaways

While there isn’t a public “customer care email address” to send to directly, Victoria’s Secret’s secure “Email Us” form and Live Chat deliver email-style interactions with better tracking, faster routing, and safer handling of your information. For credit card matters, go straight to Comenity at 1-800-695-9478 or through their secure portal. With the right details in your initial message, most issues resolve within 1–2 business days.

Founded in 1977 and operating over 1,350 retail locations worldwide as of 2024, Victoria’s Secret supports millions of orders annually. Using the official channels above ensures your inquiry reaches the right team the first time—and that you get a clear, documented resolution in the shortest possible time.

How do I email Victoria’s Secret?

Victoria’s Secret Direct Brand Management, LLC

1. Address: 4 Limited Parkway East, Reynoldsburg, OH 43068, U.S.A.
2. Email: [email protected].
3. Phone: Sales: 1-937-438-4200 (8a-10p EST) (English)
4. Fax: 1.917.522.7003.
5. Live Chat Assistance: https://customercare.victoriassecret.com/s/ (Select “Chat Now”; 24 hours a day)

What is the email format for Victoria Secret?

The most common Victoria Secret email format is [first]. [last] (ex. [email protected]), which is being used by 52.5% of Victoria Secret work email addresses. Other common Victoria Secret email patterns are [first_initial][last] (ex.

Does Victoria’s Secret send mail?

While a limited number of offers may be sent by direct mail, promotion & coupon notifications are primarily sent by email and are based on shopping trends and recency of purchase.

How to make a complaint to Victoria’s Secret online?

Please go to https://customercare.victoriassecret.com/s/ and then click “Chat now” at the bottom to chat with a victoria secrets representative who can update your order for you.