Victoria’s Secret Customer Care: Complete, Practical Guide

How to reach Victoria’s Secret Customer Care

For most customers, the fastest way to get help is through the Help/Customer Care link at the bottom of victoriassecret.com. From there, you can open Live Chat for real-time assistance, request a call, or browse step-by-step solutions for orders, returns, sizing, and store services. If you prefer the app experience, the Victoria’s Secret app includes the same Help options plus push updates on order status.

Phone support numbers and chat hours vary by country and season. In the U.S. and Canada, toll-free options are published on the Help page and within the app. If your inquiry involves the Victoria’s Secret Credit Card or Victoria’s Secret Mastercard, those accounts are serviced by Comenity Bank; go to comenity.net/victoriassecret for card-specific phone numbers, secure messaging, and 24/7 automated account access.

What to have ready before you contact support

Having the right details on hand shortens resolution time and reduces back-and-forth. Orders placed online or in-app are traceable by email, order number, and payment method. In-store purchases are best verified with a physical or digital receipt; if you used the app’s wallet or the VS Credit Card, customer care can often locate the transaction by account details.

• Order info: order number, order date, the email used at checkout, and the shipping address as entered.
• Item specifics: product name or SKU (found on packing slip or product tag), size, color, and the issue (defect, wrong size, missing item).
• Proofs for faster resolution: photos of defects/damage, packaging labels for shipment issues, or screenshots of promo pricing if a discount didn’t apply.
• Payment reference: last four digits of the card used, or gift card number (and PIN if applicable). Never share the full card number in chat or email.

Orders, shipping, and tracking timelines

Once your order is placed, you’ll receive a confirmation email within minutes. A second email with the tracking link goes out after the package is handed to the carrier. You can also track in the app’s Orders tab. Standard delivery within the contiguous U.S. commonly arrives in 3–7 business days depending on carrier volume and distance; expedited options (when offered at checkout) reduce the timeline to approximately 2–3 business days for express or 1 business day for next-day services.

If your tracking shows “delivered” but you don’t see the package, customer care will guide you through a carrier trace. You’ll typically be asked to confirm the shipping address, check with neighbors or building management, and allow 24–48 hours for carrier re-scan updates. If a package is marked lost by the carrier, support can arrange a replacement or refund subject to product availability and order conditions.

Returns, exchanges, and fit solutions

Returns can be initiated in-store or by mail. In-store returns are the fastest way to get an immediate resolution, and many locations can handle refunds or exchanges on the spot when you bring the item with original tags and your receipt or order email. For mailed returns, use the return portal accessible via the Help page to generate a label, then drop the parcel at the specified carrier. Keep your drop-off receipt; the tracking number speeds up follow-ups.

Certain items—like panties with the hygienic liner removed, Final Sale items, or worn swimwear—may not be returnable for health and safety reasons. Bras, sleepwear, and loungewear typically follow the standard policy if they’re unworn and tagged. Refunds to the original form of payment generally post after the return is scanned and processed; banks commonly take a few business days to reflect the credit. If you need a different size, ask support about exchange options or a quick re-order so you don’t miss availability.

In-store services and fittings

Professional bra fittings are complimentary at Victoria’s Secret stores and usually take about 10–20 minutes. Associates can measure, assess cup and band fit, and recommend styles tailored to support, coverage, and neckline. If you’re between sizes or switching style families (e.g., push-up to lightly lined), a fitting significantly reduces returns and improves comfort.

Use the Store Locator from the site footer to find hours and services for your nearest location. Many stores accept returns for online orders and can assist with exchanges, gift card purchases, and pickup of special orders when available. During peak seasons, consider visiting earlier in the day to minimize wait times for fitting rooms and returns.

Billing, rewards, and the Victoria’s Secret Credit Card

Victoria’s Secret offers two primary card products issued by Comenity Bank: the store-only Victoria’s Secret Credit Card and the Victoria’s Secret Mastercard (accepted wherever Mastercard is). Both integrate with rewards that can include exclusive offers and birthday benefits. To manage your card, set up online access at comenity.net/victoriassecret to view statements, set Autopay, update contact info, or dispute a charge.

If you notice a billing discrepancy, start with Victoria’s Secret Customer Care to review order and return details, then follow up with Comenity for account-level adjustments. Keep documentation such as return tracking, credit memos, or chat transcripts; these are often requested for formal disputes. For security, rely on the secure message center or the phone number on the back of your card rather than sharing sensitive details over email.

Promotions, pricing, and gift cards

Promotional codes have start and end dates and may exclude certain categories or price points. If a promo didn’t apply, customer care can verify eligibility and, when applicable, adjust the order after placement. Keep the code, landing page, and time of checkout on hand—screenshots help confirm terms that were active at the moment you ordered.

Victoria’s Secret gift cards typically support flexible denominations (commonly $10–$500) and can be combined with eligible promotions unless terms say otherwise. If your card is lost, report it promptly; with proof of purchase and remaining balance, customer care can often assist with a replacement. Balance checks are available through the Help page and in-store registers.

Accessibility, privacy, and security

Customer care supports accessibility accommodations, including assistance with online ordering and product information. If you use a screen reader or need alternative formats, let the associate know at the beginning of the interaction so they can tailor support. Store teams can provide hands-on product comparisons, while chat can supply detailed spec descriptions, fabric content, and care instructions.

For privacy requests (such as data access or deletion under applicable laws), start at the Privacy or Your Privacy Choices links in the site footer. Only interact with official domains like victoriassecret.com and victoriassecretandco.com. Customer care will never ask for your full credit card number, full Social Security number, or account password in chat, email, or SMS. If you suspect phishing, report it using the Help page and do not click suspicious links.

Escalations and resolution tips

If an issue requires escalation, ask the associate to create a case and provide the case ID before ending the chat or call. Summarize the agreed next steps in your own words and request confirmation by email or SMS. For shipping claims, returns awaiting credit, or price adjustments, follow up with that case ID; it allows any agent to see prior notes and evidence.

Complex cases—such as carrier-investigated losses or multi-item returns—may take multiple business days to resolve. Keep your documentation: order confirmations, return labels, carrier scans, and any photos. If you need additional help, revisit the Help page on victoriassecret.com, where you’ll find current contact options, service hours, and region-specific guidance.

Quick-reference: fastest channel by issue

• Order status, tracking link, address fix right after checkout: Live Chat for immediate changes if still within processing window.
• Return or exchange guidance, store availability checks: In-store visit or Live Chat (stores provide instant fit checks and swaps when stock exists).
• Promo code didn’t apply or price adjustment: Live Chat with screenshots and timestamps for fastest verification.
• Billing disputes, interest/fees, card maintenance: Comenity Bank via comenity.net/victoriassecret or the phone number on the back of your card.
• Gift card balance, replacement requests: Customer Care via Help page or in-store with proof of purchase.

Official sites: victoriassecret.com (shopping and customer care) and victoriassecretandco.com (corporate). For card servicing: comenity.net/victoriassecret. For the latest policies, hours, and phone numbers, always check the Help section at victoriassecret.com before you reach out.