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How can we help?

Using my Account

Victoria’s Secret is now partnered with Next. This means when you shop with us your order will be handled and delivered by Next. Our new partnership also means you have access to free delivery to all Victoria’s Secret and Next stores!

If you previously had a Victoria’s Secret account, you will need to reset your password using your Victoria’s Secret account credentials by going to My Account. If you don’t have an account, sign up here to start shopping.


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

You can change your address, telephone number and email address on your account by simply clicking onto ‘My Account’ and then ‘Edit your Details’.


Just make sure you change your details if you’ve recently moved before placing an order. As we process orders quickly, we can’t change your address once you’ve placed your order. Orders placed before you updated your address details will be delivered to the address shown on your email confirmation.


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.


I want to change the marketing information I receive

If you’d like to update the Marketing information you receive from us, simply sign into ‘My Account’, tick/untick the box after ‘Communication Preference’ and click ‘Update’. You can also unsubscribe at the bottom of a recent promotional email. Simply click on the ‘Opt out’ link and select ‘Unsubscribe’.


If you unsubscribe to our marketing emails you won’t receive information on the latest offers, reductions and or when the Victoria’s Secret or Next sale will be on our website. It may take a few days for our records to be updated, so please don’t worry if you receive any emails within this time.

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.


Once logged in you will be presented with a selection of ways to pay to help you complete your order.


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 colors. Then simply select a size, at which point we will let you know if the item is sold out then click "Add to Bag" to buy the item.


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


Has my order gone through?

If you’re unsure if your order has been processed, please check if you've received an order confirmation email from us, make sure you also check your junk and spam folder as the email may be in there. This should be sent as soon as you’ve placed your order. If you haven’t received a confirmation email after an hour, let us know and we’ll check this for you..



Can I change or cancel my order?


We process orders quickly so that your items arrive as soon as possible. This means we’re unable to cancel or change your order once you’ve placed it.


The only exception to this is if you want to cancel an item that is on delay. Please contact us and we can help you with this.

When you receive your order, please take a look at the items. If you still feel they aren’t suitable, just return them to us for a full refund using your preferred method. Please be aware postage must be paid by the sender and won’t be refunded by Victoria's Secret.

What are my delivery options?

Home Delivery



Next day delivery is not always guaranteed.



Great news! Shipping is currently free for all orders over €20. Orders under €20 will be charged at €3 for shipping per order. Delivery times will be confirmed at checkout. There are no additional duties charged as a result of Brexit.


Orders will be made via DPD IE and all tracking information will be shared by them.


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.


We’re sorry, shipping to an alternative address other than the account address is not possible. This includes a work address, PO Box or an address in another country.


Please be aware that if you place multiple orders close to each other, they may be packed together to ensure you receive the goods as quickly as possible.


Do you deliver to my address?

Great news! Shipping is currently free for all orders over €20. Orders under €20 will be charged at €3 for shipping per order. There are no additional duties charged as a result of Brexit. Orders will be made via DPD IE and all tracking information will be shared by them.


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

Unfortunately your billing and delivery address must match so delivery to an alternative address is only possible if your payment method is also registered to the same address.


Do you deliver overseas?

You are not able to order from the Irish website for an overseas delivery. Please note that you will only be able to order from the Irish 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 1800946380*.


Store Delivery

An estimated delivery time for all items will be confirmed at checkout. Please allow extra days for delivery during Irish holidays, UK national holidays, weekends and sale time.


Find your nearest store

To find your nearest store, please visit the following link: www.victoriassecret.ie/store-locator or you can also find your nearest store during checkout. Simply click on store option on the Delivery Options page.The "store information" will display your closest Victoria's Secret or 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.

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

  • This can be a driving licence, utility bill, credit or debit card.

Your order will be available for collection for 10 days from delivery 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.

Return Options

How can I return an item?

You can return any unused items within 28 days of receipt by post, using the returns label on the back of your despatch note. Postage must be paid by the sender and will not be refunded by Victoria’s Secret. (This does not affect your statutory rights).


Please keep your returns tracking number until you receive your refund – you may be asked to provide this if we've not received your item(s). If you didn’t choose a tracked service for the return and only have a postage receipt, you'll need to file a claim with the postal service directly.


All returns should be sent via post to:


Unit 11

West End Retail Park

Blanchardstown

Dublin 15


Free to our stores - Take the item to any Next Retail store or Victoria's Secret store in Southern Ireland with your delivery note. Any returns made through the store will be credited to your account within 14 days. To find your local store, please click here.


If you do not return the item within the time specified we may retain the item(s) and/or not refund at all or refund the current or last selling price. All cosmetics, grooming products and certain jewellery can only be returned if found to be faulty. Where a product has a security seal, a refund or exchange will not be given if the seal is broken unless it is faulty.


All cosmetics, grooming products and certain jewellery can only be returned if found to be faulty. Where a product has a security seal, a refund or exchange will not be given if the seal is broken unless the item is faulty.



When will I be credited for the returned items?

Items are refunded to your card when they reach a Victoria’s Secret warehouse.


Please allow 28 days for the refund to show on your card.


Do I pay for returns?

If items are returned by post, all costs must be paid by the sender and won’t be refunded by Victoria’s Secret.


Can I exchange an item?

We’re sorry, we don’t offer an exchange service. However, you can simply return any unsuitable items to us for a full refund as per our ‘Returns Policy’ and place a new order for the item(s) you want.


When will I receive my refund?

As soon as the returns are received at our warehouse, they will be automatically refunded within 28 days (from the day you sent your return parcel) to the method of payment used for the order.


You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.


If you paid using another payment method, please check with the payment provider/issuer to locate the refund.


I haven't received my refund

You'll receive a confirmation email when the item has been refunded. If you paid by card, please make sure you check your bank statement from the date of the order onwards, as your refund may be shown against the order date.


If you made your original payment with a card that is now expired or cancelled, please contact your bank. The refund will always be processed to your original method of payment and can’t be sent to another card.


If you paid using another payment method, please contact the payment provider/issuer to locate the refund.

Help with returns


I've lost my returns note

Don’t worry if you no longer have the returns note or label that was included in your parcel, we can send you a new one by email. You must return the items together with the returns note to avoid any problems processing your refund.


If you would like to speak to us about your return, you can call us on 1800946380*.


*For call charges please contact your service provider.

What payment methods do you accept?

  • All major credit and debit cards such as Visa, Visa Electron, MasterCard, Maestro and American Express.
  • PayPal

We take your security very seriously and have invested in the latest technology which encrypts information as it is sent to us.

Credit and debit cards must be registered to the account address. Card details are checked and verified by a third party and goods are dispatched once authorisation has been obtained. Please also make sure that your payment card is set up by your card issuer for international payments.

We’re sorry, we can’t accept payments from a card that’s due to expire within five days of placing your order or payments from pre-paid cards.

Victoria’s Secret gift cards can be redeemed in the Next and Victoria’s Secret stores only and not 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.


HELP WITH SAVED CARD(S)

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’. Choose the card you’d like to delete, and select the ‘Delete Card’ option. This will be removed from your account immediately.


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 1800946380*.


*For call charges please contact your service provider.

Product Recall Returns Methods

Account Returns

If you have purchased an item which is later recalled, call us on 1800946380* to arrange a return.

*For call charges please contact your service provider.

Company 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.

Irish VAT number is: 99735220.

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 Next website.


Should you wish to close your account, you can do this by getting in touch with our Customer Service team on 1800946380* who will be able to assist you further.


*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.


If you are inquiring about an order placed that begins with a E, W, or C, please use the contact options below.



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



By phone: 1800946380. Our lines are open from 7am - 10pm, 7 days a week.

By mail:help.mail@victoriassecret.co.uk



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