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How can we help?

Using my Account

We have recently re-platformed our website and as such, if you shopped with us before May 2021 you may need to reset your password to log in again and complete your shop or access My Account. Click here to go to the login page and click Forgotten Password if you need to reset your password.

To sign into your account, simply select ‘My Account’ and follow the steps below;

    1. Enter the email address you registered your account with or your customer number
    2. Enter your password
    3. Click 'Sign in'

I’ve forgotten my password

We’ve all been there! If you have forgotten your password, you can reset it from the My Account screen by clicking ‘Forgotten Password’.


If you choose to reset your password, you will receive an email containing a temporary password. Use this to log in to your account and change your password by clicking on 'Change Details' and then ‘Sign in details’ on the left-hand side of the page. You may need to check your Junk/Spam folder for the password reset email.


Changing my personal details

It is important that your personal account details are up to date so we can keep in contact with you. Please follow the steps below to change your account details.

    Change your billing address: To change your billing address, please contact one of the team on 0333 777 4554*. Please note that the credit/debit card you are using must be registered to your billing address.


    Add an alternative delivery address: To add or amend an existing alternative delivery address, please follow these steps:

    1. Log in to ‘My Account’ using your email address or customer number and password
    2. Select the ‘Delivery Address’ option from the menu on the left-hand side
    3. Here you will be able to add up to five addresses to your account
    4. You can also add an additional delivery address at the checkout stage when placing an order.

    Please note that when you add an additional delivery address to your account, you will be asked to authenticate the new address against your billing address by entering your credit card details (the credit/debit card must be registered to your billing address).


    Change your contact number, email address or password: To amend your contact number, email address or change your password, follow these steps;
    1. Log into ‘My Account’ using your email address and password.
    2. Select 'Change Details' from the menu on the left-hand side.
    3. Then choose to change your 'contact details' or 'sign in details' from the menu.
    4. Once you have updated your details, click on ‘save changes’ on the right-hand side to save them to your account

    Change your name: To change your name, you will need to contact us by email or phone. Click here to view our contact options. You will need to confirm the reason for the name change. If it’s a change of name by Deed Poll, we will require a copy of the Deed Poll certificate to be scanned to us.



How do I close my account?

We're sorry you’re thinking of leaving us, we would hate to lose you as a customer and would love to know if there's anything we can do to change your mind.


In order for us to close your account, please contact us by email or phone. ‘Click here’ to view our contact options.

How do I place an order?

Simply browse and shop, adding items to your bag. When you're happy with your selection, proceed to our checkout page , where you will be required to either log in or register for a new account.


If you have an existing Victoria’s Secret account you can use this to log in and complete your order. Please note: you may need to reset your password the first time you attempt to log in.


Now that Victoria's Secret is partnered with Next, if you are an existing Next customer and have a nextPay account you can now use it to pay for Victoria's Secret purchases. Simply log in with your Victoria’s Secrets details and select the nextPay button at the checkout. The website will then ask you to log into your nextPay account, and the value of your order will be added to your nextPay account and show on your nextPay statement. Full T&Cs apply. (nextpay credit account. Representative 23.9% APR Variable. Subject to status.)


Site features to help you shop:


Home Page - You can get back to our home page when browsing by clicking on the Victoria’s Secret logo at the top of the page.


Navigation - You can navigate to main sections of the site by using the navigation bar at the top of each page. This includes access to search, help, your shopping bag & your account information.


View A Product - Simply click on any picture to see an enlarged view and other details including a description, sizes and colours. Then simply select your size & colour preference and select ‘Add to Bag’. If your selection is sold out, you’ll be notified on screen.


Search - You can search our site by item description, item number or a keyword.


Has my order gone through?

Once you have placed an order, you will receive an automated ‘order confirmation’ email. This will include all of the items that you have ordered and the expected delivery dates for those items. However, you will only receive this email if you have a valid email address registered to your account.


If you have not received an ‘order confirmation’ email, please check to ensure that the email has not been filtered into your ‘junk’ folder.


Please also check that the correct email address is registered to your account. This can be done using the following steps:

    Log in to My Account using your email address and password.
    Select the 'sign in details' option from the menu on the left-hand side

Once signed into ‘My Account’ you are also able to see if your order has been placed by selecting ‘Order Tracking’ which can be found on the left-hand side of the menu. However, please note that you may need to allow 24 hours for the website to be updated with your order details.

If you have not received an ‘order confirmation’ email within 24 hours and your order is not available to view in the ‘Order Tracking’ section, then it is likely that the order has been unsuccessful please retry placing your order.


Can I change or cancel my order?


We are unable to change or cancel an order once placed. If you no longer require the order, please return it back to us for a refund. Click here to view our Return FAQs.


However, if the items ordered are on a delay, then you cancel these online using the following steps:

  • Log in to ‘My Account’ using your email address and password.
  • Select the ‘Order Tracking’ option from the menu on the left-hand side. Here you can view any items on delay.
  • Select the ‘Reserved Items’ option.
  • Select the ‘Cancel’ button next to the item you wish to cancel.

Please be aware that your right to cancel does not apply to certain goods that we sell, for example, toiletries and cosmetics where the seal has been broken, or pierced jewellery items.


What are my delivery options?

As we have now partnered with Next, you can have your order delivered to home, to a Victoria’s Secret store, or to over 500 local Next stores,

Next day delivery is available for most items if ordered before 9pm (subject to availability and your location)

If you select home delivery, we will deliver your parcel via Hermes or DPD. Each order incurs a delivery charge of £3.99 (standard delivery) or £5.99 (DPD Precise), regardless of how many items you order. For further details please refer to our Terms & Conditions. Please note that our delivery service may be affected over bank holidays and during sale periods. Specific delivery details will be confirmed at the time of order, however your order may take longer than stated during these times.


Do you deliver to my address?

We deliver to most UK postcodes next day for just £3.99 and these areas are covered by our personal courier service.


Do I have to be there to sign for delivery?

If you’re not in when we try to deliver your goods, and we’re not able to leave them in a safe secure place, we’ll leave a card notifying you of the time we attempted delivery. Delivery will be attempted three times before the parcel is returned back to us.

Yes, you’ll be required to provide a signature when we deliver your order. The signature doesn’t need to be from the account holder, just the person accepting the parcel.


Will all my items be delivered together?

In most cases your whole order will be delivered at the same time. The following exceptions apply:


DELAYED ITEMS


Delayed items will be despatched as soon as stock becomes available. You can track the progress of your order by going to My Account and selecting ‘Order Tracking’ on the left side, under "Account Options".


When will I receive delayed items?


ITEMS ORDERED FOR DELIVERY TO HOME


When your item becomes available for despatch, we will email you so you can track your order.


Can I have my order delivered to an alternative or work address?


To change your delivery address or add a new delivery address, follow these steps:

  • Log in to My Account using your email address or customer number and password.
  • Select the ‘delivery address’ option from the menu on the left-hand side.
  • Here you will be able to add up to five addresses to your account.

You can also add an additional delivery address at the checkout stage when placing an order.


Please note that when you add an additional delivery address to your account you will be asked to authenticate the new address against your billing address by entering your credit card details (the credit card must be registered to your billing address).


Do you deliver overseas?


You are not able to order from the UK website for an overseas delivery, but please visit our International websites to view the list of countries that we currently deliver to. Please note that you will only be able to order from the International website if you are residing in that country.


I have received an incorrect or faulty item


We’re very sorry you have received an incorrect or faulty item. Please call us on 0333 777 4554*.


Store Delivery

FREE NEXT DAY STORE DELIVERY

STORE DELIVERY


Orders placed before 6pm* can be delivered to selected Victoria’s Secret stores or to our partner Next at any of their 500 stores the following day with free delivery. Delivery times cannot be guaranteed and are subject to stock availability and demand.

*Next day delivery is subject to stock, courier availability and courier area. For full exceptions please refer to our Terms and Conditions. Order cut off times may vary subject to stock, courier availability and courier area. For full exceptions please refer to our Terms & Conditions.

FIND YOUR NEAREST STORE

To find your nearest store, please visit the following link: www.victoriassecret.co.uk/store-locator or you can also find your nearest store during checkout by simply selecting store option on the Delivery Options page. The "store information" will display your closest Victoria's Secret and Next stores, based on your account address. If this store isn’t suitable, or you’d like your order to be sent to a different store, type the town, city or postcode of the store in the search field, and then click on "Search" to see the list of possible stores.

ORDER CONFIRMATION

If we have a mobile telephone number registered on your account, we’ll send a text message to confirm the parcel(s) are in store ready for collection. If you’ve registered an e-mail address on your account, we’ll send an email too.

Items will be available to collect in most stores the next day from 12 Midday for orders placed by 6pm Sunday to Friday, and from 2pm for orders placed by Midnight on a Saturday.

Please take some personal identification when collecting your order from the store.

  • This can be a driving licence, utility bill, credit or debit card.
  • The Email or Text message with the 5 digit collection number.

Your order will be available for collection for 10 days from the day we deliver to the store. If the order isn’t collected we’ll return the parcel(s) to our warehouse where the return/refund will take place. For further details please see our Terms & Conditions.

EXCLUSIONS

Stores will not take orders for collection during our busy Sale period. Specific delivery details will be confirmed when you place your order.

Additionally, some stores aren’t able to accept orders for collection due to:

  • Space or storage restrictions at the store.
  • The store is closed for refurbishment.

How can I track my order?

To track your order:

  • Log in to My Account using your email address or customer number and password.
  • Select ‘Order Tracking’

Here you can view:


  1. History of all your recent orders
  2. Up to date parcel statuses
  3. The delivery destination

(Please note, this information updates at regular intervals)


Your order tracking is split into 3 sections.


Expected


This includes:


  1. Orders that have not yet been delivered
  2. Items on delay

Delivered


In this section, you will see orders that are being delivered to your chosen address.


Returned


In this section you will see any items that you have either returned or cancelled.


TRACKING EMAILS


You will also receive tracking emails throughout the delivery journey, which will detail how many parcels have been despatched and include all of your delivery information.


Return Options

To find your local Hermes Parcelshop, please click here.
Victoria's Secret and Next Store


In line with government guidance - most of our 500+ Next and Victoria's Secret stores are open for online orders and online returns.

> It’s FREE to return!

> No label required - the store assistant will simply scan your items at the till > 3rd party is also able to return on your behalf
Click here to find your nearest store and check opening times.
Collection from home

Via our Hermes courier service

> £2 returns charge*

> Collections Mon to Sat (8am to 6pm)

> Book up to 7 days in advance

> Place the returns section of your despatch note inside the parcel, then attach the returns label to the front of your parcel
To arrange a collection sign into 'My Account' or call 0333 777 4554*

To request a returns label call on 0333 777 4554#
Hermes Parcelshop

To your local Hermes ParcelShop

> £2 returns charge*

> Over 4,500 locations, open 7 days a week

> Place the returns section of your despatch note inside the parcel, then attach the returns label to the front of your parcel

OR

Print a returns label in store by following the instructions on the terminal at your ParcelShop
To request a returns label call on 0333 777 4554**

To find your local Hermes Parcelshop, please click here.
Hermes Locker

To request a returns label call on 0333 777 4554**

To your local Hermes Locker

> £2 returns charge*

> Over 800 lockers across the UK, open 24/7

> Largest locker measuring 66cm x 41cm x 38cm

Royal Mail

To your local Post Office or Royal Mail Customer Service Point

> £2 returns charge*

> Print your returns label at home or at the Post Office (via a QR code Royal Mail will email to you)
To arrange a Royal Mail return click here.

*If you request a courier to collect any items from home or return using a Hermes ParcelShop or Royal Mail, a £2.00 returns charge will be applied for each collection made by our courier, regardless of the number of items collected. If you paid for the order by credit/debit card or PayPal, any charges will be deducted from your refund. If you paid for the order using your Next credit account, this charge will be applied to your account on receipt of the return. If you return the whole order the £3.99 delivery charge will be refunded.

**For call charges contact your service provider.

Requesting a returns label

To request a return label call 0333 777 4554*.

Please note; returns labels can take up to 5 working days to arrive in the post once requested.

*For call charges contact your service provider.

Exceptions to our returns policy

There are some exceptions to our returns policy as follows:

For hygiene reasons, all cosmetics and grooming products, certain jewellery (for example pierced earrings). Any product with a security seal cannot be returned if the seal is removed.

Full details of our refund policy on specific product ranges can be found in our Terms & Conditions.

Refund Query

How long will it take to receive a credit or refund for returned items?

Please allow the time stated in the table below for your return to be credited to your Next pay account, or refunded to your credit / debit card, paypal account or gift card / e-voucher.

Returns via Store Returns via Courier,

ParcelShop, Post Office
PAYMENT METHOD TIMESCALE TIMESCALE

(from collection/drop off)
NEXTPAY CREDIT ACCOUNT 2 Working Day 7 Working Days
CREDIT/DEBIT CARD 5 Working Days 10 Working Days
PAYPAL 1 Working Day 6 Working Days
GIFT CARD/EVOUCHER 5 Working Days 10 Working Days

I can’t see my refund in my bank account yet?

Please allow the timescales set out above to receive your refund. In most cases we will send an email confirming we have processed a refund and include an ARN (Acquirer Reference Number) for the payment. Please quote the ARN if you need to query a refund with your bank e.g. if there is a delay in the refund showing in your bank account.

What payment methods do you accept?

When placing your order:

  • You can use all major credit and debit cards such as Visa, Visa Electron, MasterCard, Maestro and American Express; PayPal or Next Gift Cards or eVouchers
  • If you have nextPay, you can use this account as a payment method in checkout.

The card must be registered to the address where your Account is held.

We are unable to accept cards that are due to expire within the next 5 days. Card details are checked and verified by a third party and goods are dispatched once authorisation has been obtained.

Victoria’s Secret gift cards can be redeemed in the Next and Victoria’s Secrets stores only. Victoria’s Secret Giftcards cannot be accepted online.

What is a credit card security number?

The card security code for most cards is a three digit number found on the reverse of your card on the signature strip. It is preceded by part or all of your card number, but is always the last three digits.


For American Express the security code is a four digit number on the front of your card above the card number.


This security code gives extra protection when shopping online, as only the person who holds the card will have access to the code.


We are unable to proceed with your order without this security number.


Manage Saved Cards

In the ‘Payments’ section, you will also have the option ‘manage saved cards’. This will show all saved cards on your account. Here you will have the option to add or delete your saved card.


To delete a saved card


Simply go to ‘My Account’' to the ‘Payments’ section on the left hand side and select the option ‘Manage Saved Cards’. You will be shown a list of all saved cards on your account. Here you will have the option to add or delete your saved card.




Q. How do I delete a saved card?


Simply select the card which you would like to delete, and you will be prompted with the following screen.




Once a card is successfully deleted, the card will be removed from your ‘Manage Saved Cards’ section.


Payment Queries

What if my payment isn’t accepted?


Your payment will not be accepted if the credit/debit card you are using to make the payment is not registered to the same address as the billing address that is on your account. This is a measure we take to protect both our customers and ourselves from fraud.


If your card is registered to the same address, please ensure that you have entered the correct security code and expiry date. If this still doesn’t work, your card issuer may have declined your payment. Please contact them directly as we do not have any information about why payments are declined.


If you have any further issues with making payments, you can call us on 0333 777 4554*

*For call charges please contact your service provider.


Product Recall Returns Methods

Account Returns

If you have purchased an item on your account which is later recalled, call us on 03337774554 to arrange a return.

Technical

Our search is the perfect fast fashion tool to help you find exactly what you’re looking for.


Select from the department drop down menus or by using the search box at the top of the page, and we’ll show you all our related products in an easy to use format.


Narrow down your search


From here you can narrow down your search by using our extensive filters in the left hand column. Whether it’s by gender, category, colour, price or more!


Ordering your results


Use the 'sort by' drop down box to order your results by:

  • Most popular
  • Alphabetical
  • Price

Like a product? Want to add it to your shopping bag?


To add a product to your bag, click on the images to be taken to the product details page, select your size and colour, and click on the pink 'Add to Bag' button.


On the product details page you’ll also be able to zoom in for greater detail and view alternative images.


Security

What you should know


If you’re concerned that your Victoria’s Secret account or your personal details may have been used without your permission, please give our Accounts Investigations Team a call straight away on 0333 777 4554*.


This could include any of the following:

  • I think someone may have accessed my account.
  • I’m not a Victoria's Secret customer but I’ve received mailings.
  • I’ve received a parcel but I’m not a customer with Victoria's Secret.
  • I’ve received a parcel for someone who used to live at my address.
  • My credit / debit card has been used with Victoria's Secret but I didn’t make this purchase. (It’s really important you let your bank know in the first instance & then give us a call, we’ll make sure this is investigated right away.)
  • There’s an order on my account that I didn’t place.
  • There have been changes made to my personal details on my Victoria's Secret account that I didn’t make.

If you receive any letters for the previous occupier of your address, just send them back to us marked ‘No Longer at this Address’. We’ll update our records but please securely dispose of anything further you receive while this is in progress.


If you believe you’ve been a victim of fraud it’s really important that you contact the company concerned first. If your details have been used with our Accounts Investigation Team (0333 777 4554*, 8am to 11pm, 7 days a week) will be on hand to help resolve this as quickly as possible.


If you believe you’ve been a victim of identity theft you can report this to Action Fraud (a Police and Government website) via www.actionfraud.police.uk. Here at Next, we aim to report every allegation of fraud to Action Fraud once we’ve fully completed our investigations. If you have an Action Fraud reference number we’ll report the crime under the same reference which will provide a better picture of the crime to the police.


You can also register your details with CIFAS this is an organisation that will put a security flag against your details so if credit searches are carried out in your name, those companies who have also registered with CIFAS can see you have previously been a victim of identity theft.


We take your personal information very seriously & have put various security checks in place to protect your account. This includes sending letters, emails & texts if you update/change your account details. If you receive an email, letter or text alert from us to notify you that details have been changed but you haven’t made these changes, please contact us straight away on 0333 777 4554*.


*For call charges contact your service provider.


Phishing Information

Phishing is an attempt to acquire sensitive information, often through social engineering, using a variety of communication methods. These can be, but are not limited to, messages delivered via email, instant messaging, social media, websites and phone calls.


Examples of sensitive information acquired through phishing are: usernames, passwords, credit card details, financial details or intellectual property.


An instant message, email, phone call, website or social media post can all be easily spoofed to make it appear as if they are actually from Victoria's Secret.


Never respond to any unsolicited emails, phone calls, messages on social media, messages delivered through an app or website. If in doubt, please contact Victoria's Secret Customer Services on 0333 777 4554*


For further information about phishing please visit Get Safe Online


*For call charges please contact your service provider.


Contact Details

If you are inquiring about an order placed that begins with a E, W, or C, please visit; https://customercare.victoriassecret.com/s/

For all other orders or for any other inquiries, please view the following contact options:

By phone: 0333 777 4554
By mail: enquiries@mail.victoriassecret.co.uk

Company Details

Victoria’s Secret is now powered by Next behind the scenes. This means that Next are responsible for handling your account, payment, order fulfilment & personal data. So, if you need to speak to someone regarding any aspect of your order or shopping experience, please contact Next directly on the following details;

Head Office Information


Next
Desford Road,
Enderby,
Leicester.
LE19 4AT

Head Office Directions: Printable Map


Company Registration Number: 4521150.

VAT Registration Number: 179 7658 90.

Authorised and regulated by the Financial Conduct Authority for credit-related activity.


Company Secretary: S.L Anderson.


Should you require any further assistance or information, you can email us using our contact form. On the contact form select ‘Next Directory/ Online’, then ‘Other’.


Corporate Information


Link to: http://www.nextplc.co.uk/


Right to be Forgotten

What Is Right To Be Forgotten?


Right to be forgotten is a right under the General Data Protection Regulation (GDPR), which enables an individual to request the deletion or removal of their personal information, where there is no reason to keep processing it.


If you exercise your right to be forgotten, you will be required to provide your personal information again, should you wish to open an account.


Should you wish to continue shopping with us and would just like to stop receiving marketing communication, you can leave your account open and simply amend your contact preferences by:

  • Signing into My Account with your password
  • Selecting Change Details
  • Selecting Contact Details

You can manage many of your account preferences when signed into your account on the Victoria's Secret website.


Should you wish to close your account, you can do this by getting in touch with our Customer Service team on 0333 777 4554* who will be able to assist you further.


*For call charges please contact your service provider


How Do I Apply To Be Forgotten?


The right to be forgotten cannot apply where there is a reason why we would need to continue to retain or process your personal information; however, if you meet the following criteria we will remove your personally identifiable information from our operational databases:

  • Payments for any outstanding balances and/or orders should be made and cleared
  • There must be no orders waiting to be or in the process of being dispatched

Please be aware that if we forget you, this will not remove any credit searches or updates which may have been made to your credit file, as these are maintained by third party credit reference agencies; however, we will inform the credit reference agencies the account has been closed.


If you would still like to be forgotten, we just need you to complete the request form, which you can print now by clicking here or by getting in touch with our Customer Service team on 0333 777 4554* who can send the form to you. Once we receive your request, we will assess whether we are able to forget you fully or remove your personal information from our operational databases.


Clearing any outstanding balances can be done at any time; we do not require a request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received. Your account will also be closed as part of the right to be forgotten process.

You can send your request by post to:


You can post this form to us at:

Next Retail Ltd
Gedding Road
Leicester
LE5 5DW


Or you can email the form to:

RTBF@next.co.uk


Once we’ve received the completed form, we will contact you within 30 days to let you know the outcome of our assessment and confirm what action we will take next.


*For call charges please contact your service provider


How Will You Remove My Personal Information?


The process for removing your personal information will be to remove it from our operational databases and place one copy in a secure location. Access to your personal information is controlled and limited to our Data Protection Officer, which can be held for a maximum of 6 years after the account was closed, after which time it will be permanently deleted from all of our records.


Placing your personal information in a secure location will prevent us being able to recognise who you are and stop us using or processing your personal information in the future; however, we will still be able to contact you in the event there is a legal requirement to do so e.g. an item you have ordered from us has been recalled due to health and safety concerns or you wish to contact us with a query or complaint.


Before we can put your personal information into a secure location, all outstanding balances must be cleared, all orders must have been fulfilled and, if you have an account, the account closed.


Clearing any outstanding balances and closing your account can be done at any time; we do not require your request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received or your account to be closed.


How Long Will It Take?


Once we’ve received your written request, we will contact you within 30 days to confirm we have received your request and begin the process; however, we will aim to get back to you much quicker than this.


In the confirmation you are sent, we will let you know how long we anticipate it will take to deal with your request.


Before we can put your personal information into a secure location, all outstanding balances must be cleared, all orders must have been fulfilled and, if you have an account, the account closed.


Clearing any outstanding balances and closing your account can be done at any time; we do not require your request to be forgotten first; however, it may take longer to forget you if we are waiting for any payments to be received before closing the account.


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