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Terms & Conditions

The following document outlines the terms and conditions for the Victoria's Secret website.
Terms Correct as of 13th May 2021

Orders and Contract

Your order for goods is accepted and a contract is formed when we despatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by us, nor at the point in time that you receive an email from us acknowledging receipt of your order. Until the goods are dispatched the order may not be accepted by us, or may be cancelled by you. Exceptions apply to orders for personalised items and goods made to your order which cannot be cancelled by you once you have received an email confirmation that your order has been received, as such items and goods may already be in production as a result of your order. For a full list of exceptions to items you can return please see under the heading EXCEPTIONS TO THE RETURNS POLICY. For security reasons we may restrict the volumes of certain items to be sold in any one transaction. Following formation of the contract, we will continue to own any goods ordered until we receive payment in full from you, even though the goods may have already been delivered to you. Purchases from Victoria's Secret, including transactions on your nextpay or Directory Card in-store will be charged the day the goods are dispatched/purchased in-store.

Cancelling Your Order

Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. 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. You must inform us of your wish to cancel in writing either by letter, email or by using the cancellation form on the website or call 0333 777 4554 within a period of 14 days beginning on the day after the day you receive your goods. You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. See RETURNS section for details of how to return goods to us.


We cannot accept substitute or alternative items by way of returns, nor are we able to send them back to you, so please look closely at the items you return to us. If you return or attempt to return substitute or alternative items, you will still be responsible for paying for the original item purchased and we reserve the right to charge an investigation fee of no less than £35 to cover the cost of our investigating the position. We can offset this amount due from other sums that may be due to you for refunds. Accepting returned goods and/or crediting an account does not constitute a waiver of our right to charge an investigation fee. For full details of your rights under the Consumer Protection Regulations, please contact your Citizens Advice Bureau or a Solicitor. Full details of how to return goods can be found in the RETURNS section. Additional delivery charges such as DPD Precise delivery charges will not be refunded if you cancel or return your order.

Delivery to Stores

Delivery to stores is free. You will be advised of the earliest delivery date at the time of order. The next day delivery to store service applies to most orders placed before 9pm on any day. Delivery times cannot be guaranteed. It is available in most stores, excluding airport and is subject to stock availability and demand. Delivery to store is not available for certain items listed below in the STORE DELIVERY EXCEPTIONS section. Please take one form of personal identification e.g. driving license or utility bill and either your credit account statement or delivery note. We will email you when your order is ready for collection at your designated store. Parcels will be available for collection in most stores on the stated delivery day after 12 noon. Orders delivered to stores that are not collected within 10 days of the collection date will be returned to the warehouse and a refund processed.

Courier Delivery

Our standard courier delivery charge to home is £3.99 per delivery for one person delivery items. The standard next day delivery service applies to most orders placed before 9pm. All courier delivery services are subject to stock, courier area and availability and demand. When the standard courier service is not available, we will deliver by an alternative carrier and this may take longer. Next day delivery is not available for Sale items. In Northern Ireland, the standard next day delivery service applies on orders placed Sunday to Friday. Orders placed on a Saturday will be delivered on Monday.


For full courier delivery charges, see the DELIVERY CHARGES section.


Delivery times cannot be guaranteed. No delivery services are available on a bank holiday. Over our busy periods our standard delivery services may be affected, specific delivery details will be confirmed at the time of order.

DPD Precise

DPD Precise can be selected as a delivery method, for orders placed before 6pm, when checking out. This service will only be offered to you if you live in an eligible area. Customers will be able to choose a 1 hour delivery time slot from a range of available time slots during the following 6 days. DPD will then be in contact with customers who will be able to make amendments to the delivery if required. The charge for this delivery service is £5.99. This service is not available in Northern Ireland, mainland offshore islands and selected mainland areas.

Delivery Charges

These additional delivery charges will not be refunded if you cancel or return your order unless the product is faulty or does not fit the description given. Over our busy periods our standard delivery services may be affected, specific delivery details will be confirmed at the time of order.

Next Day Delivery- Excluded Post Codes

The next day delivery service applies to most orders placed before 8pm. The next day delivery service is subject to stock and courier availability and demand. When the personal courier service is not available, we will deliver by an alternative carrier and this may take longer. Delivery times cannot be guaranteed. Next Day Delivery is not available on Sale items. Specific delivery details will be confirmed at the time you order.


NB If the first 4/5 characters of any of these entries match your postcode (e.g. AB12 3xx), this information relates to you.
AB 31-35 41-54 52 ABERDEEN ; AB 36-38 55-56 83 NORTHERN HIGHLANDS ; EI (ZZ75) ALL 75 EIRE (REPUBLIC OF IRELAND) ; FK 17-21 85 ARGYLL ; GY 9 72 GUERNSEY ; HS 1-9 83 NORTHERN HIGHLANDS ; IM ALL 73 ISLE OF MAN ; IV ALL 83 NORTHERN HIGHLANDS ; KA 27 86 ARRAN ; KA 28 85 ARGYLL ; KW 0-14 83 NORTHERN HIGHLANDS ; KW 15-17 82 ORKNEY SHETLAND ; PA 20-78 85 ARGYLL ; PH 15-18 85 ARGYLL ; PH 19-29 32-33 45-48 83 NORTHERN HIGHLANDS ; PH 30-31 34-44 49-99 85 ARGYLL ; TR 21-25 37 CORNWALL ; ZE ALL 82 ORKNEY SHETLAND ;

Delivery to Hermes Parcel Shop

Standard delivery charge to a Hermes Parcel shop is £2.50. Standard next day delivery is available to most Hermes Parcel Shops. This is with the exception of Sundays and Bank Holidays. No parcels will be delivered to a Hermes Parcel Shop on these days but any parcels already delivered will be available for collection. We will email or text you when your order has arrived and is ready for collection at your designated Hermes Parcel Shop. Your parcel will be kept at your designated Hermes Parcel Shop for 10 days. We will send you a reminder text or email to collect your parcel before we return it to our warehouse. Hermes Parcel Shop opening times and days cannot be guaranteed. All delivery services are subject to stock and demand. When collecting a parcel delivered to a Hermes Parcel Shop, please take one form of personal identification e.g. driving licence, passport or utility bill. If a representative is collecting a parcel the identification supplied should be for the customer that has placed the order.

Northern Ireland

Returns Information

If the whole order for which Delivery has been charged is returned, the £3.99 charge will be refunded, (if you have a “pay with order” account, this will be deducted from your refund). Return your unwanted item(s) within 14 days (beginning on the day after the day you receive the goods). Or within 14 days of cancelling your order, if you have informed us in writing of your wish to cancel, within 14 days of delivery (beginning on the day after you receive the goods). Returns to store are free. Returns collected from your home cost £2.50 per collection. The returns charge will be deducted from your account or from the sum refunded to you. If you have any questions please go to www.victoriassecret.co.uk/help where we have a full range of information to help you, or call us on 0333 777 4554. For call charges contact your service provider.

Delivery to Alternate Address

This service allows orders placed by to be delivered to the account address as well as up to 5 other addresses. Additional delivery addresses can be added to your Account either during checkout or by logging into ‘My Account' and selecting the ‘Delivery Address' option. You must sign into your Account with your password to use this feature. Unfortunately we are unable to deliver to workplace addresses. After the new address details have been entered we will ask you 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). If you are a new credit customer, then payment will be taken from the card for the full order value. Once this order has been successfully processed, you can start having items delivered to an alternative residential address. To enable us to deliver to a different address to your ‘Account Address' on some occasions we may require you to pay by credit card for your order when you checkout. The credit card must be registered to the Account Address. Alternative addresses will expire after 13 months if not used.


Gift Cards or eVouchers cannot be used to pay for goods purchased and delivered to an alternative delivery address. In the instance that part of the order is delivered to a store and part is delivered to a new address, the order may still need to be paid for in full by credit card.

Free Delivery Offers

Free delivery offers are subject to availability. Free delivery and other offer codes remain our property, are non-transferable and may not be reproduced in any other form or used in conjunction with any other offer.


Returning to a Store

You may return most items in a new and unused condition and wherever possible in the original packaging. If you want to cancel/return your order you must tell us within 14 days (beginning on the day after the day you receive the goods), and you then have 14 days to return the items. This service is available in most stores and is free of charge. For details of your nearest store please call 0333 777 45540333 777 4554# or log on to www.victoriassecret.co.uk/store-locator. Certain items cannot be returned to stores, as detailed in the EXCEPTIONS TO THE RETURNS POLICY section.

Returns Via Courier

You may return most items in a new and unused condition and wherever possible in the original packaging. If you want to cancel/return your order you must tell us within 14 days (beginning on the day after the day you receive the goods), and you then have 14 days to return the items. Most returns collected by us from your home are charged at £2 (£2.50 in Northern Ireland only) per collection. This charge is applied per collection even if you return multiple orders via one courier collection. If you paid for the order by credit/debit card or PayPal or your NextPay account, any charges will be deducted from your refund.

Using Hermes Parcel Shop to Return an Order

Fashion and small homeware (excluding electrical) items in a new and unused condition can be returned via a Hermes Parcel Shop. To return items you will need the ‘peel off’ returns label from the original dispatch note. Without this a return cannot be completed at a Hermes Parcel Shop. Specific packaging or dispatch bag are not required, although if possible please return in the original packaging. The items should be in a sealed secure parcel, with the ‘peel off’ returns label attached. You will receive proof that you have returned a parcel at a Hermes Parcel Shop. Refunds will be made once the parcel has arrived back at our Returns Centre. This may take up to 7 days. Returns are charged at £2 per return made. If you paid for the order by credit/debit card, any charges will be deducted from your refund. If you paid using your Next credit account, the returns charge will be added to your account.

Returns by Post

To return by post call 0333 777 4554 to request a returns label, then take to your nearest Post Office.

Exceptions to the Returns Policy

The following exceptions apply to our returns policy. For hygiene reasons, pierced jewellery items, cosmetics, toiletries cannot be returned if unwrapped or unsealed unless faulty. Where a product has a security sticker warning that the product cannot be returned once the sticker is removed, a refund or exchange will not be given if the seal is broken except in accordance with your legal rights. Gift cards/eGiftcards/vouchers cannot be returned or exchanged for cash. Returned items which are not in new or unused condition may not be fully credited to your account unless they are faulty. This does not affect your right to return faulty items.

Refund Cards

Refund Cards are credited with the value of goods returned and can be used by the recipient only in full or part payment for goods purchased from participating stores. This card cannot be used to purchase Online before you receive the card we may ask for your address which we will retain to monitor use of our refund policy. On redemption you may be required to confirm your address and if this does not match the address previously given we reserve the right to refuse to honour the card.


The value of purchases will be deducted from the balance on the card when presented; any remaining balance can be used against future purchases. Purchases and refunds made outside the UK are subject to currency conversion at the prevailing daily rate.


The card is not for re-sale or transferable and cannot be exchanged for cash. No change or refund will be given. The card will not be honoured if sold. If found please cut in two and return to The Next Banking Department, Next Retail Limited, Desford Road, Enderby, Leicester, UK, LE19 4AT.


To check the balance at any time, call 0333 777 4554 in the UK or 1890886111# in the ROI. For call charges, contact your service provider.


The card will expire 24 months after last use or balance check and any remaining balance will be deducted.


We cannot accept responsibility if your card is lost, stolen or damaged. It will not be replaced or its value refunded in any of these circumstances.


This card remains our property and is not a cheque guarantee, credit or charge card. We reserve the right to amend these terms and conditions and/or discontinue the card at any time. Your statutory rights are not affected.


Next Credit Accounts High Returns Policy

We may suspend or terminate your ability to order additional items using your credit account if we determine that the rate at which you return items (‘returns rate’), when compared to the number of items ordered and retained, is too high. If you meet the criteria, we will notify you and work with you to find a way to improve your returns rate. We really want you to be able to continue shopping with us. However, if your returns rate remains high, we may have to take the difficult decision to restrict your available credit and request you pay down any outstanding balance in line with your monthly statements before closing your account. We need to ensure that we manage our operating costs effectively for the benefit of all of our customers, so that we do not have to pass on unnecessary costs to you and others.

Your credit agreement with Next states that we may suspend, restrict or terminate your right to draw on your credit account at any time, for any objectively justified reason. We consider that a high returns rate may constitute such a reason.

If you are experiencing financial difficulties, please click here.

See below for all the methods we accept for payment of purchases from us.

Online

  • All major credit and debit cards
  • Next gift cards and e-vouchers
  • PayPal
  • NextPay Account

In-Store

  • All major credit and debit cards (including Apple Pay and Google Pay)
  • Cash

Phone

  • All major credit and debit cards
  • Next gift cards and e-vouchers

3 for 2’, ‘4 for 3’ Offers

Saving applied will be equal to the price of the cheapest item bought in offer and will be apportioned across all qualifying items

E.g. 2 for £8 Offer:



Full Price Discounted Price
Item 1: £4.50 £4.00
Item 2: £4.50 £4.00
Total £9.00 £8.00 (£6 saving applied, equivalent to cheapest item bought)

To get the saving, you must order the qualifying items within the same order at the same time. If you later return one of the items, you will no longer be entitled to the discount. This offer applies to selected items when purchased at full price.

Multibuys

Saving applied will be apportioned across all qualifying items.

Multibuy:



Full Price Discounted Price
Item 1: £7.00 £4.90
Item 2: £7.00 £4.90
Item 3: £6.00 £4.20
Total £20.00 £14.00 (£6 saving applied, equivalent to cheapest item bought)

Bundles

Saving will be applied at basket when all qualifying items have been added to bag. Items will not be added to bag automatically and must be added by customer.

To get the saving, you must purchase the qualifying items within the same order at the same time. If you later return one of the items, you will no longer be entitled to the discount. This offer applies to selected items when purchased at full price.

Subject to availability, while stocks last

Offer may be removed without notice at any time

£69 Luxe Bundle - 100ml Eau de Parfum and Fine Fragrance Lotion must be the same fragrance to qualify.

To get the saving, you must order the qualifying items within the same order at the same time. If you later return one of the items, you will no longer be entitled to the discount. This offer applies to selected items when purchased at full price.

Gift Cards

    You can use the Gift Card as full or part payment for goods purchased in participating stores in the UK and Ireland or online at next.co.uk*.


    You cannot buy a Gift Card with another Gift Card or an e-voucher.


    A Gift Card can be used to pay towards the balance of a Next Credit Account online or by calling 0333 777 4554. Please note a Gift Card cannot be used to pay the credit balance of the account used to purchase it in the first place.


    You can top up the balance on your Gift Card at any time, in participating stores, up to a total maximum of £200 for Next Gift Cards.


    Any payment credited to the Gift Card which is subsequently dishonoured will result in that credit to your card being revoked.


    The value of your purchases will be deducted from the balance on your Gift Card when presented; any remaining balance can be used against future purchases. Purchases and refunds made outside of the UK will be subject to currency conversion at the prevailing daily rate.


    The Gift Card cannot be exchanged for cash. No change or refund will be given.


    If you find a Gift Card please cut in two and return it to The Next Banking Department, Next Retail Limited, Desford Road, Enderby, Leicester,UK, LE19 4AT.


    To check your balance at anytime call 0333 777 4554 in the UK or 1890886111# in the ROI. For call charges, contact your service provider.


    Your balance will be updated after every purchase and will be shown on your till receipt.


    The Gift Card will automatically expire 24 months after the last time that you use it to make a purchase, or check your balance and any remaining balance will be deducted.


    We cannot accept responsibility for your Gift card if it is lost, stolen or damaged. It will not be replaced or its value refunded in any of these circumstances.


    This Gift Card remains the property of Next and is not a cheque guarantee, credit or charge card.


    We reserve the right to amend these terms and conditions and/or discontinue the Gift Card at any time. Your legal rights are not affected.

eVouchers

    You are not required to have a credit account to purchase an eVoucher. A recipient of an eVoucher must have a valid email address. It's possible to receive an eVoucher without having a credit account but it is not possible to redeem the eVoucher online without having created an account with Next.


    You can book delivery of the eVoucher up to 60 days in advance but payment will be taken immediately.


    Please remember to enter the receiver's email address carefully as we cannot be held responsible if the address is entered incorrectly and someone other than the intended receiver uses the eVoucher. Once you have placed your order online we cannot change the receiver's email address, cancel or issue a refund for your eVoucher.


    Your eVoucher can be used by you if you are the purchaser or you receive it as a gift. You can use the eVoucher in full or part payment for goods purchased in participating stores in the UK and Ireland or online at next.co.uk.* To redeem your eVoucher instore take a print out of your eVoucher into any participating store or present your eVoucher email on your mobile phone.


    eVouchers cannot be used to buy Gift Cards or eVouchers or to make a payment to the credit account used to purchase them.


    The value of your purchases will be deducted from the balance on your eVoucher when presented; any remaining balance can be used against future purchases. Purchases and refunds outside the UK are subject to currency conversion at the prevailing daily rate. Your balance will be updated after every purchase and will be shown on your till receipt if your purchase was made in store.


    If the order value exceeds the amount of the eVoucher, the balance must be paid by credit or debit card or charged to a credit account. If paying with an eVoucher and credit or debit card, your items will be charged at point of order not at point of despatch. The balance on the eVoucher can also be used to pay your credit account (but not the account used to purchase the eVoucher) via next.co.uk or by calling Selfserve on free phone 0800 58 777 58 and quoting your Selfserve account number which can be found on your statement or delivery note.


    Where goods purchased online with eVoucher are subsequently returned, monies owing will be refunded in the form of an eVoucher/Gift Card, or refunded to the original method of payment. Where a Next credit account is used, a credit will be applied to the account. Where goods purchased in-store with eVoucher are subsequently returned, monies owing will be paid in the form of a Gift Card.

Main Sale Events

  • All sale items are subject to availability.
  • Next day delivery is not available for Sale orders.
  • Delivery of in stock items can take up to 42 days. You will be advised of the estimated delivery date at the time of order.
  • Delivery to stores and Hermes Parcel shops is available for sale orders but delivery to DPD Precise is not available.
  • Our Sale events are really popular therefore in the interests of fairness, we will turn our Save Bag and Save for Later features off so that everyone gets a fair chance to purchase their items of choice.
  • See Frequently Asked Questions for further help and information.

Black Friday Event Terms & Conditions Only

  • All Black Friday items are subject to availability.
  • Delivery to stores and Hermes Parcel shops is available for Black Friday orders but delivery to DPD Precise is not available.
  • Next day delivery is not available for Black Friday orders.
  • Delivery of in stock items can take up to 21 days. You will be advised of the estimated delivery date at the time of order.
  • The Black Friday offer cannot be used in conjunction with any other discounted offer.
  • During busy periods, we may restrict the number of items you can add to your shopping bag. When this happens, you will have the opportunity to remove items and complete your order.
  • Our Black Friday and Sale events are really popular therefore in the interests of fairness, we will turn our Save Bag and Save for Later features off so that everyone gets a fair chance to purchase their items of choice.
  • Only applicable to items that are marked as being in the Black Friday promotion.
  • See Frequently Asked Questions for further help and information.

General Complaints

If you do have a complaint please write to Victoria's Secret Customer Services, Gedding Road, Leicester, LE5 5DW or call 0333 777 4554 or email complaints@next.co.uk . Victoria’s Secret welcomes and learns from complaints. We aim to deal with complaints speedily and sympathetically. All complaints are logged, investigated and replied to.

Credit Complaints

You may be entitled to refer your complaint to the Financial Ombudsman Service www.financial-ombudsman.org.uk

General

The Victoria’s Secret website is operated by Next Retail Limited trading as Victoria’s Secret under an exclusive licence from Victoria’s Secret. References in these terms to “us” or “we” is a reference to Next Retail Limited trading as Victoria’s Secret.


These terms and conditions set out the basis on which you can use our website and place orders for items from us. To register on the site and to place orders with us you must be aged 18 or over and a UK resident. By ordering goods from us you are deemed to have understood and accepted these terms. The supplier of the goods featured is Next Retail Limited trading as Victoria’s Secret. Our registered office is Desford Road, Enderby, Leicester, LE19 4AT. Registered company number: 4521150 (England and Wales). You may contact us at this address or by email through the help section at next.co.uk or call us on 0333 777 4554. Lines open 24 hours a day, 7 days a week. Telephone calls to and from us will be recorded and monitored as part of our efforts to further improve service to our customers. We may contact you for marketing purposes by email, mail or telephone with relevant offers. We may also contact you for market research purposes. Next Retail Limited is authorised and regulated by the Financial Conduct Authority for consumer credit. For call charges contact your service provider.

Customer Services

If you have an order query please email us at enquiries@mail.victoriasecret.co.uk or call us on 0333 777 4554 Monday to Saturday 8am till 8pm, Sunday 10am till 4pm. Please note telephone calls may be recorded for training and quality purposes.


Please note telephone calls may be recorded for training and quality purposes.

Company Information, VAT And Sales Taxes

Company Registered Number: 4521150 United Kingdom VAT Registration: GB 179 7658 90 Jersey GST registration: 0002822

Changes

If any of this information changes we will tell you by updating the terms and conditions online or by including details on or with your monthly statement, or by separate note to you.

Law

Our agreement with you is based upon English law and the laws applicable to this agreement are the laws of England and Wales.

Copyright © Copyright Next Retail Ltd, Desford Road, Enderby, Leicester, LE19 4AT. All rights reserved.


Click here to see our privacy policy.

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