How can I check the status of my order?
To check the status of your Internet, Phone or Mail/Fax order, just click on the Order Status link at the bottom of every page. Please remember that you must be a registered customer and signed in to your account. To check the status of your order by phone, please call 1.800.411.5116 and select option 4.
How can I find out where my package is?
Our Customer Service section contains everything you need to know about shipping, handling, delivery timeframes and more. Please click on the link below to find out more.
http://www2.victoriassecret.com/html/custsrvc/shipping/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.
My order has shipped but I still can't track it. How can I find out where it is?
Tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email. If 48 hours have passed and you're still unable to track your order, please call 1.800.411.5116 and select option 4.
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 imposition is 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.
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 link below:
http://www2.victoriassecret.com/html/custsrvc/shipping/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 return will be administered in the form of a merchandise credit redeemable with your next purchase.
Can I return or exchange my internet and catalogue purchases at a store?
Unfortunately, you cannot return or exchange merchandise at a Victoria's Secret Store if it was purchased at VictoriasSecret.com or through the catalogue. Detailed instructions along with our mailing address for returns and exchanges can be found at the link below:
http://www2.victoriassecret.com/html/custsrvc/shipping/How do I make a return or exchange?
A Return and Exchange Form is included with every package. If you are unable to locate your Return and Exchange Form, please click the following link to view and print a new form:
http://www2.victoriassecret.com/html/custsrvc/shipping/#address
We will ship exchanged merchandise or issue a refund or credit as soon as your return has been received and processed. Please note that exchanged merchandise of equal or lesser value will be shipped with no additional shipping and handling charges. Please send your package via a prepaid, insured, traceable method. To expedite your exchange, you may order your new selections by calling 1.800.888.1500 or 1.937.438.4197 (outside the U.S.).
I received a UPS label in my package. How do I use it to return an item?
For your convenience, we have provided a pre-addressed return label on your invoice for any returns from within the United States. Please follow these instructions for using the pre-addressed return label:
Step 1: Affix the pre-addressed return label to your package. Cover or remove the original shipping label.
Step 2: Package the return and seal securely with tape.
Step 3: Give the package to a UPS driver or take to a UPS drop-off location.
No payment is necessary when you mail your package using the pre-addressed return label. You will be charged a return fee of $5.95 upon receipt of your return.
You may also access www.UPS.com to locate your nearest drop off location.
No payment is necessary when you mail your package using the pre-addressed return label.
How can I exchange items over the phone?
You may order your exchange selections by calling 1.800.888.1500 or 1.937.438.4197 (outside the U.S.). We will issue a refund or credit for your returned merchandise as soon as the return has been received and processed.
What forms of payment do you accept online?
We accept the following credit cards at VictoriasSecret.com:
Victoria’s Secret AngelSM Credit Card
American Express
Discover Network
JCB
MasterCard
VISA
Limitedbrands Cards: Express and Limited Cards
To use a Limitedbrands Card as payment, select "Victoria’s Secret" as your credit card type.
How can I place an order from a catalogue at VictoriasSecret.com?
To order items from a print catalogue online, click on the Catalogue Quick Order link in the upper left hand side of the top navigation. You will be taken to a page where you may enter the item numbers as they appear in the catalogue you are ordering from.
How can I find out when my backordered items will be shipped?
To check the status of backordered items, just click the Order Status link at the bottom of every page. Please remember that you must be a registered customer and signed in to your VictoriasSecret.com account. To check the status of your order by phone, please call 1.800.411.5116 and select option 5.
Can I make a change to a backordered item in my order?
To make changes to backordered items, please call 1.800.888.1500 or 1.937.438.4197 (outside the U.S.) and we will assist you.
