GENERAL QUERIES, AU

Why didn't I receive my Order Confirmation email?

First things first - make sure to check your spam folder!

Check the status of your order here!

If you didn't receive your Order or Shipment Confirmation email, please contact us via our Customer Service team and we can confirm the email address associated with your account.

We often find that misspelling of email addresses are often the cause of missing emails.


Changing or cancelling your order

When you submit an order through our checkout page, it begins to process and cannot be changed or cancelled.

If an item on your order has been moved to a backorder status and you would like to make changes, please contact us as soon as possible.


How can I check the status of my order?

There are two easy ways to stay up to date on the status of your order:

Visit our Order Tracking page to view your order status. You will need your order number, email address, and billing post code.

Log into' My Account 'and review your order history.

Note: It may take up to 48 hours after an order has shipped for tracking information to appear. If "Track Item" is not shown next to each of your items ordered, your order is still being prepared. You will receive a Shipment Confirmation email once your items have been dispatched and can then sign up to receive text alerts for tracking updates.


Cancelled Order or Item(s)

Sometimes orders or items from an order are cancelled by our system. The reasons vary from errors in billing information to items that have sold out. If, for any reason, your order or items are cancelled, we will email you with a detailed explanation.

Your cancelled order or item(s) will be refunded immediately back into your nominated account and will take 5-10 business days for funds to appear depending on your financial institution.

PLEASE NOTE: When you submit an order through our checkout page, it begins to process and cannot be changed or cancelled.


Why is my credit card information not being accepted?

If you get an error message about a credit card failure after attempting to submit an order, you may want to check the following:

Ensure that there are no typos or misspellings in your name, street address, city, state and post code.

Verify that your billing name (including middle initial) and address on your credit card bill is exactly the same as you have entered. Check a mailed statement to be sure.

Try re-entering your security code. If your card is saved, try entering it as a new card.

NOTE: With each submission, you may place another hold on your funds for the total amount of the order. If this happens, those authorisations will drop off your account within 1-8 business days, but up to 30 depending on your issuing bank. Please contact your bank for further questions.


How do I update my mailing address?

When you submit an order through our checkout page, it begins to process, and your address can't be changed. Before submitting the order, please ensure all information entered are correct. We apologise for any inconvenience.

What if I received the wrong item from my online order?

If your order arrives with a wrong item, please call us at 1800255494 from Monday-Friday, 9:00am-5:00pm AEST . We will be happy to take a look at your order and discuss options!


Why didn't I receive an invoice with my order?

We are working to provide a paperless experience . Don't worry! You can find all of your order information using My Orders in your online account.

Need to make a return? Follow our return by mail option.

Are prices the same online and in different stores?

Because product assortment and stock levels for items may differ between various stores and the website, the sale pricing and promotions may not always be the same.

RETURNS

What is your return policy?

Within 28 DAYS OF PURCHASE, Victoria's Secret will exchange merchandise or issue a refund in the original form and amount of payment for the returned merchandise. Refund only applicable on full price merchandise and if item is in its original packaging and form. After 28 days of purchase, Victoria's Secret will exchange merchandise based on the lowest selling price for the returned merchandise. Full refund is not applicable.

Our aim is that all our products reach you in perfect condition. If you're disappointed in any way; or should you receive damaged or faulty product; or receive an incorrect order please contact us within 14 days of purchase.'

We do not provide refunds for change of mind unless goods are damaged or faulty,and in instances where item(s) ordered are out of stock. We will provide refunds for these items and funds will be credited to the same payment method used.

Online purchases can only be returned online. Please allow 28 days for your return to be received and processed. Stores are not able to accept returns for online purchases.

PLEASE NOTE: All returns, exchanges, and price adjustments must be made in the country of original purchase.

Shipping fee for items returned by mail will be shouldered by customer.

Gift cards cannot be returned, or otherwise redeemed for cash.


RETURN AN ONLINE PURCHASE BY MAIL

You may return goods in the country they were purchased by contacting the Customer Care team who will advise you on how to return your goods via post and issue you a return form.

The following information will be required when returning your goods:

1. Confirmation Email containing your Transaction Reference Number

2. Delivery Documentation containing your Delivery Number

3. List and description of goods to be returned

4. Reason given for returning goods

5. If returning goods by post please also include:

6. Completed Returns Form

7. Receipts showing any return charges if you are claiming a full refund for damaged, faulty or incorrectly delivered goods

When returning the goods by post please note:

It may take up to 10 days for your parcel to reach us

Returned items will be processed within three (3) working days of receipt

Reasonable care must be taken when packaging the parcel and returning it so that goods are not damaged in transit

You are advised to use a carrier that offers both traceability and insurance

Shipping fee for items returned by mail will be shouldered by customer


RETURNS AND EXCHANGES ON "CHANGE OF MIND" ITEMS

Returns are only accepted for damaged items. There will be no returns for change of mind. Purchases made online cannot be returned instore. Please read our returns policy or contact our customer service team at 1800255494 or cs@victoriassecretbeauty.com.au for more information.


REFUNDS

Please allow 5-10 working days for refunds to be reflected in your account statement. All returns will be credited to the original form of payment (excluding shipping and handling charges). During peak period, there may be a slight delay in processing your refunds. Once your refunds are processed, you will receive an email update from our Customer Service Team.' For other concerns on your refunds, you may reach out to us every Monday-Friday, 9:00am-5:00pm AEST via phone 1800255494 or email cs@victoriassecretbeauty.com.au


STORE PURCHASES

Items purchased at a Victoria's Secret store must be returned or exchanged in a store located in the original country of purchase. Be sure to bring your original receipt to a store located in the original country of purchase. If you can't find it, we'll exchange merchandise or issue a merchandise credit, based on the lowest selling price of that merchandise.

Online purchases can only be returned online. Please allow 28 days for your return to be received and processed. 'Stores are not able to accept returns for online purchases.


What is your returns policy on swimwear and panties items?

While we accept returns of most products in their original and re-saleable condition, return of underwear or swimwear is not possible due to hygiene standards and requirements unless item is deemed faulty.

VALIRAM GROUP RESERVES THE RIGHTS TO AMEND AND/OR VARY ANY TERMS FROM TIME TO TIME WITHOUT PRIOR NOTICE.

SHIPPING & DELIVERY

Shipping Delays:

As current restrictions are impacting our operations, we are experiencing delays with regards to the shipping and delivery of your order.

We are doing our best to address this and aim to send out your orders as soon as possible.

Please be assured that your order remains our priority; they are being processed and you will receive an update soon.

COVID-19 UPDATE: We're taking extra care with your order during these challenging times. We've implemented a number of safeguards in our partner distribution centres to ensure everyone's health and safety. We'll send you emails to keep you updated on the progress of your order, as we are experiencing order shipping delays. Orders with Standard Delivery should still arrive within the quoted' 10-14 business days.

You will be provided the carrier's name and tracking number via email once your order ships. Orders shipped within Australia will arrive via Australia Post.

Note: 'In most cases, your order is finalised immediately and cannot be changed or cancelled.


Order Tracking:

There are two easy ways to stay up to date on the status of your order:

Visit our Order Tracking page to view your order status. You will need your order number and email address.

Log into My Account and review your order history.


Why am I not seeing any tracking scans for my order?

Tracking information may not be available for the first 24 to 48 hours after you receive your Shipment Confirmation email. Several days may pass between package scans as your order moves between carrier locations. We assure you that this will not affect your expected delivery date.


When will my order get processed?

Orders placed after 12.00PM AEST Monday - Friday may not be processed until the following business day. Weekend orders will be processed the next business day (Monday). Weekend delivery is not available.


What Delivery Options do you offer?

VARIOUS

DELIVERY TYPE COST TIME FRAME
STANDARD AUD $9.95 10-14 business days*
EXPEDITED N/A N/A
OVERNIGHT N/A N/A


$9.95 Flat Rate Shipping & Handling will be charged for orders below $120.00 via Standard Service to Residential Addresses and PO Box destinations. 'Orders with a merchandise subtotal (after savings) of $120.00 or more will receive FREE shipping & handling. Not all services are available for all destinations. Available service options will be displayed at checkout.

*Delivery to PO Boxes will take place if there is nobody home to accept the delivery.

NOTE: Orders placed after 12 p.m. AEST Monday - Friday may not be processed until the following business day. Saturday and Sunday delivery is not available.

Shipping & handling charges - which include taxes, duties and brokerage fees where applicable - will automatically be added to your total during Checkout.


Do you offer a Ship-to-Store option?

We do not offer this option at this time; however, we do offer $9.95 Flat Rate Shipping & Handling for orders below $120 in merchandise value shipping via Australia Post Standard service within Australia.


Can I ship my order internationally?

At this time, we only ship to addresses that are located within Australia.


Flat Rate Shipping & Handling

$9.95 Flat Rate Shipping & Handling is available for all orders. Free shipping is applicable for orders from $120.00 and above.


What if my package is late or lost?

If your order hasn't arrived, please call the carrier and allow one additional business day past the delivered scan, or one additional business day after your shipping time frame. If your package still has not arrived, please call us at 1800255494 from Monday-Friday, 9:00am-5:00pm AEST.

NOTE : Be sure to check around for your package; some carriers leave packages in hidden places so it cannot be seen from the street. Check to see if someone else, like a neighbour or an Apartment Office Manager, accepted delivery on your behalf.


What if my item arrives damaged?

If your order arrives with a damaged or defective item, please call us at 1800255494 from Monday-Friday, 9:00am-5:00pm AEST. 'We will be happy to take a look at your order and discuss options!


ADDITIONAL SHIPPING GUIDELINES

Delivery Estimates are based on two factors: order processing time and time in transit. In Stock items will be shipped once the item is located, your payment is approved, and the receiving address is verified. For most orders, this process begins once your online order has been submitted. Depending on the time you place your order, the order process might not start until the following business day. Business days are Monday-Friday, excluding Public Holidays. During peak periods you may experience longer than average order processing time.

Victoria's Secret will determine the most efficient method of delivery based on your shipping address.

Shipping & handling will be charged at the time of order being placed. If your order includes a pre-order or backordered item, shipping & handling charges will be assessed for the entire order at the time of the initial shipment. You will not be charged for an item until it is shipped.

Shipping & handling is a taxable service.

CONTACT US

ONLINE CUSTOMER CARE

Need More Help? We want to hear from you!

CALL US:

Call us 1800255494 9:00am-5:00pm AEST

EMAIL US

cs@victoriassecretbeauty.com.au

MAILING ADDRESS

Level 4, 112 Castlereagh St, Sydney NSW 2000

Signing up for our mailing list is easy! Create an account with us to start shopping & get the latest news from Victoria's Secret. Sign up to create an account here & access the best of your favorite store! To be updated on all offers, simply input your email address at the bottom of the page and click subscribe.

PROMO CODES

Forgot to add your promo code?

Contact us immediately after placing your order, and we will do everything we can to accommodate your request. Our automated processes fill orders quickly, so the time window for changes or cancellations is very short. If you forgot to redeem a promo code, we will be happy to apply the valid offer(s) to your recently placed order.

How do I use my promo code?

Promo codes are redeemed at Checkout:

Enter your code at checkout exactly as it appears in the email, printed offer or webpage.

Click "Apply" and your discount will be detailed in the payment summary.

Note: Only one promotional discount code allowed per order. You can find additional Terms & Conditions detailed on the original offer.

How many promo codes can I redeem on my order?

In addition to the majority of offers & promotions that do not require a promo code, Victoria's Secret allows you to redeem one promo code per order.

To take advantage of more than one offer, we recommend placing a second order.Customer Care Associates are not able to add more promo codes to your order due to system limitations. Remember, we offer $9.95 Flat Rate Shipping for orders below $120 in merchandise.

If more than one code is entered at checkout, only the last code entered will be applied.

Why isn't my Promo Code working?

When entering your Online Code at checkout, please do not enter any characters after the space. Additionally, please include any dashes that are shown within the code. A code will be the first line only - if you see a second line, do not include it when entering the code at checkout.

PRODUCTS

What is the shelf life of beauty products?

Unless the product has a specific expiration date listed, a product shelf life is 2-3 years.

Products with an expiration date on them usually have an active ingredient (such as SPF) that expires prior to our normal 2-3 year shelf life.

Products should be stored in a cool, dry place with minimal exposure to direct light to optimise product shelf life.

BORN ON DATE

The born-on date (manufacture date) can be determined by the Batch Code which is a combination of number and letters that are either stamped into the bottom of the product or crimped into the top seam of the product.

For products made in 2010 and beyond:

  • The 1st digit will be the year. The next 3 digits are the day in the year
  • Example: If a product was made 1.25.12 then the batch doe will be 2025XXXX
  • 2 represents the year 2012
  • 025 represents the product was produced on the 25th day in the year (January 25th)

For product made prior to 2010:

  • The first four numbers are used to determine the date the product was manufactured. Example: 1045C1A4
  • The first 3 digits are the day of the year. The 4th digit is the year.
  • In this example, the product was produced on the 14th day of 2005

Smaller Beauty items have short Batch Codes. For these items there is usually the last digit of the year, then the batch sequence (up to 2 alpha numeric), and the vendor code. For example, if the Batch Code read C703, then the product was made in 2007, the 03 would be the batch sequence and the C would represent the vendor code.

How can I order lingerie?

We appreciate your interest in Victoria's Secret lingerie however, at this time, we are unable to offer this online. You are able to stock up on your favourite bras and other essentials with Victoria's Secret Chat & Shop in just 3 easy steps.

  • Call or Whatsapp: 0451 273 117
  • Email: vsfa.chatshop@valiram.com
  • Chat and shop with us, and have your order delivered straight to you!
ACCOUNTS

I forgot my password. Help!

If you can't remember your password, click here and enter your email. We'll send you a link to change your password.

If you have not received your password reset email, please call Customer Care at 1800255494 from Monday-Friday, 9:00am-5:00pm AEST for assistance.

NOTE: It is possible to receive promotional emails but not possible to place orders without having registered an online account. You may register your email by clicking here and entering your email address and a password of your choice under "Create an Account"

How do I reset my password?

  • Visit the sign-in page on victoriassecretau.com
  • Click on "Forgot Password"
  • Enter the email address associated with your account
  • A forgot-password link will be sent to your email address. If you don't immediately receive the link, please check your spam folder
  • Follow the instructions to reset your password

How does your mailing list work?

We do our best to send you special offers on products that you'll love. We send a variety of mailers, so the offer(s) in your mailbox may not be the same as what your friends and neighbours get. In fact, you may get an offer when they don't, and they may get one when you don't. When you visit our stores, shop on our website, or call us, we often ask to confirm your contact information, so we know how to reach you. To get the latest scoop on even more news and special offers, sign up for our emails.

Signing up for our mailing list is easy! Simply use our Mailing Address Update email form. Be sure to choose "Add me to your mailing list" as your Request Type and provide all relevant information.

I want to receive email offers

Signing up for our e-mail list is easy! Simply go to our email form, select "E-Mail Address Update" from the dropdown and fill in your information. It can take a few weeks to receive your first offer, as offers are not always available. Once you start receiving e-mails from us, you're in!

How do I keep my personal information safe?

In today's world, data security breaches are unfortunately becoming all too common. Victoria's Secret and Valiram cares about you and your security. To further protect your personal information, we encourage you to change your passwords frequently for all your online accounts, including victoriassecretbeauty.com.au

Here are a few tips from security experts for keeping your information safe:

  • Change your password periodically
  • Avoid reusing the same password for multiple websites - this is especially important for any websites where your credit card, financial or health information may be saved
  • Use complex characters (including letters, numbers and special characters)
  • Avoid using words found in the dictionary
  • Ensure your password is not the same as your username
  • Always be sceptical of any company asking for sensitive information by email. Victoria's Secret will never ask for your password or bank account/credit card information through email


How do I unsubscribe from your mailing list?

We're sorry to see you go! To unsubscribe from our mailing list, simply use our Mailing Address Update email form. Be sure to choose "Unsubscribe me from the mailing list" as your Request Type and provide all relevant information.

SHOPPING TOOLS

VERIFIED BY VISA

Our payment gateway WireCard supports Verified by Visa (VbV), a security technology that authenticates your Visa card and ensures that only the authorized cardholder is placing the order. If the bank that issued your Visa card supports VbV, you may be prompted to enter your password during Checkout

MASTERCARD SECURECODE

Our payment gateway WireCard supports MasterCard SecureCode, a security technology that authenticates your MasterCard card and ensures that only the authorized cardholder is placing the order. If the bank that issued your MasterCard supports SecureCode, you may be prompted to enter your password during Checkout.

BACK ORDERS

TOPIC

A backorder is a product that is not currently available to ship but is expected to become available for shipment soon. When placing your order, we will indicate if your selected colour and size are on backorder (indicated by the display of a future expected ship date). We will bill you for your full order amount, including any backordered items, when you place your order.

GIFT CARDS

eGift Cards

eGift Cards are redeemable in the country of purchase and only for merchandise sold at Victoria’s Secret stores in Australia or on our website at https://www.victoriassecretbeauty.com.au/.

Redemption

Redemption of eGift Card is only applicable in the country the eGift Card was purchased. It cannot be redeemed in other countries.

On the checkout page, select eGift Card as a payment option and enter your card details. Your card balance would be shown thereafter from the date of purchase.

You can use multiple eGift cards, up to a maximum of 5, to make your purchase

If the merchandize value is more than your eGift card balance, you can complete your purchase by paying the balance with other available payment channels on the website

If the merchandize value is less than your eGift card balance, unredeemed value can be used to purchase merchandize online or offline.

Each eGift Card is linked to a unique eGift Card Number and Pin to ensure its security and integrity and allow for multiple transactions in store or online. Victoria's Secret will not take responsibility if this information is shared.

You can redeem both Victorias Secret e-gift cards and Victorias Secret gift cards online and in stores.

View eGift Cards value

To check available balance, visit www.victoriassecretbeauty.com.au/gifts/gift-cards. Enter your card number and pin to view your balance.

Validity

eGift cards do not have an expiry date and can be used at your convenience.

Refunds

No refunds are permitted with respect to eGift cards.

Lost or stolen eGift Cards

If you suspect that someone has copied or stolen your eGift Card, contact Customer Service immediately. eGift Cards will not be replaced if lost or stolen without the purchaser's confirmation email as proof of purchase. eGift Cards have cash value and should be safeguarded accordingly.

Victoria’s Secret will not be liable for redeemed eGift Cards if they have been stolen. Please do not share your eGift Card number and PIN.

Limitations

You may not use an eGift Card to purchase other eGift Cards.

When buying eGift cards, other merchandize cannot be added to the cart

eGift Cards cannot be reloaded, resold, transferred for value, or redeemed for cash.eGift Cards are void if found resold, transferred for value, or redeemed for cash.

Unused eGift Cards are not transferable.

We are not responsible for eGift Cards that are undeliverable or not received due to your failure to enter an accurate email address for the recipient. Please check to make sure the email address of the recipient is correct and contact Customer Service if you suspect the recipient did not receive her eGift Card.

If a spam filter is blocking our emails from getting to the recipient’s inbox, the email options/settings of the recipient will need to be modified so that our emails are not considered spam.

If you need further assistance, please contact Customer Service. Please refer to your order number or be ready to supply your email address.

Limitation of liability

To the maximum extent permitted by law, subject to applicable consumer protection provisions, Victoria’s Secret (Australia) will not be liable for claims or damages of any kind arising out of or in connection with your purchase of the eGift Card including damages arising out of changes to or termination of the eGift Card program or as a result of you or your recipient redeeming and/or using the eGift Card. This applies to all damages of any kind, including but not limited to direct, indirect, incidental, punitive or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.

Use of the eGIFT Card constitutes acceptance of these terms and conditions of use (“Terms”), as may be revised and updated by LUXTRALIA PTE LTD at its absolute discretion from time to time and is a binding agreement between the user (“User”, “You”) and LUXTRALIA PTE LTD (“LUXTRALIA PTE LTD ", “US”) governing the use of the eGIFT cards.

Please ensure that you have read and understood the terms of this agreement which governs the use of eGIFT cards before using. If you do not understand these terms you may contact 1800255494 to discuss your concerns with us before you first use your eGIFT card.