Victoria’s Secret Customer Service: Orders, Returns and Credit Cards

Victoria’s Secret customers may need help with an online order, missing package, damaged item, return, exchange, refund, store experience, rewards account, gift card, promotion, or Victoria’s Secret credit card. The correct customer-service number depends on the type of problem.

Below are Victoria’s Secret’s current support routes, telephone hours, return and order guidance, corporate-office information, and the review status currently displayed on CustomerServiceNumbers.com.

How to Contact Victoria’s Secret Customer Service

Victoria’s Secret provides customer support through telephone service, online chat, order self-service tools, local stores, and its Customer Care help center.

• English telephone support: Generally available from 8 a.m.–2 a.m. Eastern Time.
• Online chat: Victoria’s Secret currently advertises chat as available 24 hours a day, seven days a week.
• Store Customer Care: 1-855-866-5810, generally available from 8 a.m.–12 a.m. Eastern Time.
• Spanish-language support: 1-800-474-7834, generally available from 9 a.m.–8:30 p.m. Eastern Time, Monday–Saturday.
• Relay service: Dial 711.

Hours and contact options may change during holidays, major promotions, severe weather, or periods of unusually high order volume.

Choose the Correct Victoria’s Secret Support Route

• Place an order by telephone: Call 1-800-411-5116.
• Missing, wrong, or damaged item: Call 1-800-568-4288 or use Customer Care chat.
• Order tracking: Use the online order-status page with the order information.
• Return or exchange: Start through Order History, Customer Care, or an eligible Victoria’s Secret store.
• Store complaint: Speak with the store manager or call Store Customer Care at 1-855-866-5810.
• Rewards points or member offer: Check the Victoria’s Secret and PINK Rewards account before contacting Customer Care.
• Gift-card problem: Retain the card and receipt and use Victoria’s Secret Customer Care.
• Victoria’s Secret Credit Card: Call Bread Financial/Comenity at 1-800-695-9478.
• Victoria’s Secret Mastercard: Call Bread Financial/Comenity at 1-844-271-2596.

Victoria’s Secret Order Problems

Before contacting Victoria’s Secret about an online order, gather:

• The order number
• The email address used for the purchase
• The billing and shipping ZIP codes
• The order and delivery dates
• The affected item names and quantities
• The tracking number
• Photographs of damaged or incorrect products
• The resolution being requested

Missing Item From an Order

First compare the packing slip with the original order confirmation. Victoria’s Secret may divide one order into multiple shipments, and a canceled or backordered item may appear separately.

If an item is listed on the packing slip but was not inside the package, call 1-800-568-4288 or use online chat. Keep the package and shipping label until the claim is resolved.

Wrong or Damaged Item

Photograph the product, packaging, damage, tag, and shipping label. Contact Victoria’s Secret at 1-800-568-4288 before returning the item so Customer Care can document the problem and explain the available replacement or refund options.

Order Marked Delivered but Not Received

If carrier tracking shows the package as delivered:

1. Confirm that the shipping address is correct.
2. Check porches, garages, side doors, parcel lockers, mailrooms, and reception areas.
3. Ask household members, neighbors, or building staff whether they accepted it.
4. Review any delivery photograph or carrier note.
5. Allow for the possibility that the carrier scanned the package shortly before delivery.
6. Contact the carrier and Victoria’s Secret Customer Care if the package remains missing.

Victoria’s Secret Returns, Exchanges and Refunds

Victoria’s Secret currently states that eligible store purchases must generally be returned within 30 days. Online merchandise may be returned by mail or, when eligible, at a Victoria’s Secret store.

Return eligibility depends on the purchase date, item condition, purchase channel, country, receipt status, and any product-specific restrictions.

Return an Online Purchase in a Store

1. Sign in and open Order History.
2. Select the order containing the item.
3. Start the return.
4. Choose Return in Store when that option is available.
5. Bring the merchandise and return information to the store.
6. Keep the return receipt until the refund appears.

Return an Online Purchase by Mail

1. Open the eligible order in Order History.
2. Select Return by Mail.
3. Choose the item and return reason.
4. Follow the instructions for the return label.
5. Package the merchandise securely.
6. Save the carrier tracking number.
7. Continue checking the order until the return and refund are recorded.

Victoria’s Secret states that mailed returns can take approximately seven days to process after receipt. An approved refund may then require another three to five business days to appear, depending on the payment provider.

Victoria’s Secret Exchanges

Availability can change while an exchange is being processed. Victoria’s Secret may advise the customer to place a new order for the desired color or size and return the unwanted merchandise for a refund.

Customers using a Victoria’s Secret gift card, Klarna, split payment, or an international shipping address may need to call 1-800-411-5116 for assistance.

Returns Without a Receipt

Victoria’s Secret states that non-receipted store returns tied to exchanges may be limited to $250 within a 90-day period. Identification and return-authorization systems may be used. Defective merchandise may be handled differently.

Keep the receipt, order confirmation, gift receipt, and payment method whenever possible.

Victoria’s Secret Rewards Customer Service

Victoria’s Secret and PINK Rewards members may contact Customer Care about:

• Missing points
• Incorrect rewards balance
• Birthday or member offers
• Reward redemption problems
• Account-email or telephone-number changes
• Receipts not connected to the account
• Duplicate rewards accounts

Victoria’s Secret advises allowing up to 72 hours for qualifying points to appear. If points are still missing, call 1-800-411-5116 and have the receipt or order number available.

Do not create several new Rewards accounts to correct a missing-points problem. Ask Customer Care whether the original account can be updated or combined.

Victoria’s Secret Gift Card Support

Keep the gift card and purchase receipt until its complete balance has been used. Customers may need assistance because:

• The card was not activated
• The balance appears incorrect
• An online order rejected the card
• A refund has not returned to the card
• The card was lost, stolen, or damaged
• A promotion or reward was confused with a gift card

Victoria’s Secret may be able to replace a lost, stolen, or destroyed gift card when the customer can provide the gift-card number and sufficient purchase information. Replacement is not guaranteed.

Victoria’s Secret Credit Card Customer Service

Victoria’s Secret credit-card accounts are issued and serviced by Comenity Bank, part of Bread Financial. Victoria’s Secret store employees and general retail Customer Care may not be able to access or resolve card-account problems.

• Victoria’s Secret Credit Card: 1-800-695-9478
• Victoria’s Secret Mastercard: 1-844-271-2596
• TDD/TTY: 1-800-695-1788
• Online account management: Victoria’s Secret card account

Contact Bread Financial/Comenity directly about:

• Payments and due dates
• Late fees or interest
• Available credit
• Statements
• Card rewards
• Declined transactions
• Billing disputes
• Lost or stolen cards
• Unauthorized transactions
• Account closure

The Victoria’s Secret Credit Card and Victoria’s Secret Mastercard have different customer-service numbers. Use the number printed on the back of the physical card or shown in the online account.

Victoria’s Secret Store Complaints

For a complaint involving a particular Victoria’s Secret or PINK store, begin with the store manager when possible. If the matter remains unresolved, call Store Customer Care at 1-855-866-5810.

Have the following information ready:

• Store address or store number
• Date and approximate time
• Receipt or transaction number
• Employee or manager name, if known
• Product involved
• A concise description of what occurred
• What the store offered
• The resolution being requested

Store complaints may involve employee conduct, fitting-room service, accessibility, incorrect prices, promotion disputes, returns, merchandise condition, product availability, or store pickup.

How to Escalate an Unresolved Victoria’s Secret Complaint

1. Start with the correct department: Use retail Customer Care for orders and products, Store Customer Care for store incidents, and Bread Financial/Comenity for credit-card accounts.
2. Request a case number: Record it with the date, time, contact method, and representative.
3. Save documentation: Keep receipts, order confirmations, tracking records, photographs, return receipts, and chat transcripts.
4. State the requested resolution: Clearly ask for a replacement, refund, corrected charge, rewards adjustment, or management response.
5. Ask for escalation: Request review by a supervisor or the department responsible for the issue.
6. Follow up through the existing case: Explain which promised action remains incomplete.
7. Confirm the result: Continue checking the order, payment account, rewards account, or card statement until the correction appears.

Victoria’s Secret Corporate Office Information

• Company: Victoria’s Secret & Co.
• World headquarters: Four Limited Parkway, Reynoldsburg, OH 43068
• Corporate website: VictoriasSecretAndCo.com
• Corporate contact page: Victoria’s Secret & Co. Contact Us

The corporate address is secondary to the appropriate customer-service department. Ordinary order, return, store, rewards, gift-card, and credit-card issues should begin through the applicable support route listed above.

Victoria’s Secret Customer Service Reviews and Complaints

At the time this page was reviewed, the CustomerServiceNumbers.com review module displayed a Victoria’s Secret rating of 0 out of 5 stars based on zero reviews.

Because no reviews have been submitted on this page, there is not enough CSN feedback to identify patterns involving Victoria’s Secret orders, returns, products, sizing, stores, rewards, credit cards, or customer-service responsiveness.

Previous generalized statements about customers praising product variety, quality, promotions, or shopping options while complaining about sizing, availability, returns, and support were not supported by reviews published on this page and have been removed.

What to Include in a Victoria’s Secret Review

• Whether the experience involved an online order, store, product, return, rewards account, gift card, or credit card
• The store city and state when relevant
• The order or purchase date
• The support channel used
• Whether a case number was provided
• What resolution was offered
• How long the complete process took
• Whether the issue was ultimately resolved

Related Lingerie Customer Service Pages

• Savage X Fenty Customer Service
• Adore Me Customer Service

Victoria’s Secret Customer Service Frequently Asked Questions

What is Victoria’s Secret’s customer-service number?

Call 1-800-568-4288 for an existing order, missing item, or damaged merchandise. Call 1-800-411-5116 to place an order by telephone or receive certain shopping assistance.

Does Victoria’s Secret offer 24-hour customer service?

Victoria’s Secret currently advertises online chat as available 24 hours a day, seven days a week. General English telephone support is generally available from 8 a.m.–2 a.m. Eastern Time.

How do I complain about a Victoria’s Secret store?

Begin with the store manager or call Store Customer Care at 1-855-866-5810. Provide the store location, date, receipt details, and requested resolution.

How long do I have to return a Victoria’s Secret purchase?

Victoria’s Secret currently states that eligible store purchases must generally be returned within 30 days. Online and special-payment returns may have separate instructions.

Can an online Victoria’s Secret order be returned to a store?

Eligible online purchases can be returned to a store. Open the order in Order History and select Return in Store when that option is available.

What is the Victoria’s Secret Credit Card number?

Call Bread Financial/Comenity at 1-800-695-9478 for the Victoria’s Secret Credit Card.

What is the Victoria’s Secret Mastercard number?

Call Bread Financial/Comenity at 1-844-271-2596 for the Victoria’s Secret Mastercard.

Where is Victoria’s Secret headquartered?

Victoria’s Secret & Co. lists its world headquarters at Four Limited Parkway, Reynoldsburg, Ohio 43068.

Share Your Victoria’s Secret Customer Service Experience

Have you contacted Victoria’s Secret about an online order, missing package, store visit, return, refund, Rewards account, gift card, damaged product, or credit card?

Leave a rating and review below. Explain which support route you used, whether you received a case number, what resolution was offered, and whether the matter was ultimately resolved.

Do not publish complete order numbers, payment-card numbers, gift-card numbers, account passwords, verification codes, addresses, or other private information.

Disclaimer: CustomerServiceNumbers.com is an independent consumer website and is not affiliated with Victoria’s Secret & Co., Victoria’s Secret, PINK, Comenity Bank, or Bread Financial. Victoria’s Secret does not provide customer support through this website. Contact the appropriate company directly regarding purchases, deliveries, returns, refunds, rewards, gift cards, stores, or credit-card accounts.