frequently asked questions

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 is often the cause of missing emails.

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Changing or cancelling your order

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

We will always do our best to accommodate your request. If you would like to make changes, contact us immediately but please note, changes and amendments are not guaranteed.

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.

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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 and email address.

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 a tracking number does not appear in your order details, your order is still being prepared. You will receive a Shipment Confirmation email once your item(s) have been dispatched. Once tracking details are provided, you may click on “Track Package” and follow your order with Australia Post until it reaches your doorstep!

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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 original method of payment 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.

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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 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.

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How do I update my mailing address?

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

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

If your order arrives with a wrong item, please contact Customer Service via [email protected] or call us on 1800 576 967 from Monday-Friday, 9:00am-5:00pm AEDT . We will be happy to look at your order and discuss options!

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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 your order information by logging into your account online.

Need to make a return? Please send us an email at [email protected]

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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.

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What are your current offers and promotions?

You can view our current offers by clicking on “View Offers” at the very top of our homepage. Please ensure you read all the terms and conditions as our offers may be time-limited and will not apply to your order if it has not been fully processed by you within the stated timeframe. Offers may not be combined with other promotions, offers and voucher codes unless otherwise specifically stated.

Note: Valiram reserves the right to amend or terminate a promotion at any time without prior notice.

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Can I request a paper bag to be included in my online order?

We regret to inform you that currently, we are unable to accommodate requests for paper bags to be included in online orders. Our paper bags are exclusively available for in-store purchases and can be provided at the time of your purchase. If you have any further questions or concerns, please feel free to contact our customer service team.

What is your return policy?

Our aim is that all our products reach you in perfect condition. Should you receive damaged or faulty product(s), or received an incorrect order, please contact us at [email protected] within 14 business days from your date of purchase and we’ll be happy to assist you.

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.

If your item is damaged or faulty and we have stock for the same item, we may offer a replacement. For all replacements, please note you are required to create an account to include your shipping address for us to process a new order. Please ensure your shipping address is entered correctly in your account to avoid delays in receiving your new order.

Online purchases can only be returned online. Please allow 30 days for your return to be received and processed by our team. Stores are not able to accept returns for online purchases.

Please note: All returns must be made in the country of original purchase.

Shipping fee of $9.95 for items returned by mail will be shouldered by customer.

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

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How to return your damaged, faulty or incorrect online order

You may return your damaged, faulty or incorrect order by contacting our Customer Service team who will advise on how to return your order via post and issue you with a return label.

Your items must be returned in its original condition with all packaging, labels and tags still intact.

1. Pack item(s) in the original packaging including any documentation and tags received with the product - make sure the package is secure, and the contents do not risk being damaged during transit.

2. Attach the return label on the outside of the package covering any previous address label. Alternatively, bring a digital copy of your return label to your nearest Australia Post Office, who will be able to scan and print your label for you.

3. Drop your package at any Australia Post office or post-box.

4. Track your return at www.auspost.com.au

When returning the goods by post, please note:

• It may take up to 30 business days for your parcel to reach us.

• Returned items will be processed at our warehouse for assessment and a refund or replacement will be processed within 5 business days of receipt.

• Shipping fee of $9.95 for items returned will be shouldered by the customer if we deem the item(s) are not valid for return and will be deducted from your total refunded amount.

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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 in-store. Please refer to our returns policy or contact our Customer Service team on 1800 576 967 or email [email protected] for more information.

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Refunds

Please allow 5-10 working days after your return has been received by our warehouse, for refunds to be processed back into your original method of payment (excluding shipping and handling fees). 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 1800 576 967 or email [email protected]

When purchasing items as part of a Buy X Get X promotion, the promotional discount is based on the lowest priced item, then applied to each item proportionately. If you return any items due to faulty/damaged or the item is out of stock, your refund will be reduced to the discounted amount for each item. Any gifts with purchase (GWP) is exempt from the Buy X Get X promotion, and if out of stock, is not eligible for a refund.

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Store purchases

Victoria’s Secret will honour the exchange of merchandise at the store that it was purchased, upon presentation of the original receipt within 14 days of purchase, for merchandise of the same retail value. No refunds will be issued unless merchandise is faulty.

1. Returned merchandise must be in its original condition, unworn, unwashed and all tags attached.

2. Clearance sale merchandise cannot be returned or exchange if you change your mind.

3. No exchange or refund on panties, bodysuits and swimwear due to hygiene reasons.

4. We do not provide refund, credit or exchange on gift cards or merchandise purchased overseas.

Note: Valiram reserves the right to amend and/or vary any terms from time to time without prior notice.

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What is your returns policy on swimwear and panties items?

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

Note: Valiram reserves the right to amend and/or vary any terms from time to time without prior notice.

Order Tracking:

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

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

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

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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.

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When will my order get processed?

Orders placed after 12.00PM AEDT 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.

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What Delivery Options do you offer?

$$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. Our delivery time frame is 10-14 business days.

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

Note: Orders placed after 12 p.m. AEDT Monday - Friday may not be processed until the following business day. Saturday and Sunday delivery is not available.
Shipping & handling charges will automatically be added to your total during checkout.

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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 shipping via Australia Post Standard service within Australia.

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Can I ship my order internationally?

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

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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 1800 576 967 from Monday-Friday, 9:00am-5:00pm AEDT.

Note: Be sure to check around the premise 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.

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What if my item arrives damaged?

If your order arrives with a damaged or defective item, please call us at 1800 576 967 from Monday-Friday, 9:00am-5:00pm AEDT. 'We will be happy to take a look at your order and discuss options!

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Additional shipping guideline

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 and high promotions, you may experience longer than average order processing time.

Forgot to add your promo code?

When you submit an order through our checkout page, it begins to process and cannot be changed or cancelled. We will always do our best to accommodate your request. If you would like to make changes, contact us immediately but please note, changes and amendments are not guaranteed.

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

Our Customer Service team 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.

Why isn't my Promo Code working?

When entering your promo code at checkout, please ensure you are copying the code exactly as you see it! If you continue to experience issues, please contact our Customer Service team for further assistance.

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 25.01.2012 then the batch code 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. Don't forget to subscribe to our mailing list to get the latest scoop on our promotions and newest collections!

Prices are quoted in Australian Dollar. Victoria’s Secret reserves the right to make price changes prior to an order placed by you. All items follow Victoria’s Secret’s pricing unless otherwise stated in promotion or Gifts with Purchase (GWP). Victoria’s Secret reserves the right to cancel or not move to process your order if the product(s) ordered is discontinued or out of stock; order does not meet the order criteria set above on pricing; order was made during web maintenance and caused by a system glitch.

What payment methods do you accept?

When placing an order on www.victoriassecretbeauty.com.au, only one credit/debit card may be used per order.

Accepted payment methods:

• Visa
• MasterCard
• AMEX
• AfterPay
• E-Gift Cards

Additional payment details:

All prices are shown in, and processed with, Australian Dollar currency. All prices on www.victoriassecretbeauty.com.au include Australia’s 10% GST.

Only one credit card can be used on a www.victoriassecretbeauty.com.au

All cards are charged immediately upon placement of a successful order. For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Purchases made with a payment method that is drawn on an international bank will be subject to applicable currency exchange rates. These rates fluctuate constantly. Please contact your financial institution for more details.

Is there a minimum purchase for Afterpay?

AfterPay allows you to split your purchase into 4 instalments. You’ll pay your first instalment at the time of purchase, and the remainder every fortnight. Minimum purchases for AfterPay is $35. AfterPay will email your payment schedule and send notifications so there are no surprises.

For more information, visit https://afterpay.com.au

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 contact our Customer Service team.

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 and create an account by clicking here and entering your email address and a password.

How do I reset my password?

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

I want to receive email offers

Signing up to our email list is easy! Simply create an account with us to start shopping & get the latest news from Victoria’s Secret. 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 www.victoriassecretbeauty.com.au

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

1. Change your password periodically
2. 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
3. Use complex characters (including letters, numbers and special characters)
4. Avoid using words found in the dictionary
5. Ensure your password is not the same as your username
6. 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 click “Unsubscribe” at the bottom of the email we have sent to you.

Verified by visa

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

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.victoriassecret.com.au

Redemption

Redemption of e-Gift Cards is only applicable in the country the e-Gift Card was purchased. It cannot be redeemed in other countries.

On the checkout page, select e-Gift 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 merchandise value is more than your e-Gift card balance, you can complete your purchase by paying the balance with other available payment channels on the website.

If the merchandise value is less than your e-Gift card balance, unredeemed value can be used to purchase merchandise online or offline.

Each e-Gift Card is linked to a unique e-Gift 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 Victoria’s Secret gift cards online and in stores.

View e-Gift Cards Balance

To check available balance, visit www.victoriassecret.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 provided there is still an available balance.

Refunds

No refunds are permitted with respect to e-Gift cards.

Lost or stolen e-Gift Cards

If you suspect that someone has copied or stolen your e-Gift card, contact Customer Service immediately. Please treat e-Gift cards as cash as they cannot be replaced or refunded if lost or stolen. Victoria’s Secret will not be liable for redeemed e-Gift Cards if they have been stolen. Please do not share your eGift Card number and PIN.

Limitations

You may not use an e-Gift Card to purchase other e-Gift Cards.

When buying e-Gift cards, other merchandise cannot be added to the cart

E-Gift Cards cannot be reloaded, resold, transferred for value, or redeemed for cash. E-Gift cards are void if found resold, transferred for value, or redeemed for cash.

Unused eGift Cards are not transferable.

We are not responsible for e-Gift 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 their e-Gift 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 e-Gift Card including damages arising out of changes to or termination of the e-Gift Card program or as a result of you or your recipient redeeming and/or using the e-Gift 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 e-Gift Card constitutes acceptance of these terms and conditions of use (“Terms”), as may be revised and updated by LUXTRALIA PTY LTD at its absolute discretion from time to time and is a binding agreement between the user (“User”, “You”) and LUXTRALIA PTY LTD (“LUXTRALIA PTY LTD ", “US”) governing the use of the e-Gift cards.

Please ensure that you have read and understood the terms of this agreement which governs the use of e-Gift cards before using. If you do not understand these terms you may contact 1800 576 967 to discuss your concerns with us before you first use your e-Gift card.

How do I redeem a promotion if it is Buy X Get X?

You are required to add the total quantity of eligible items to your cart for the promotion to apply. For example, if the promotion is Buy 2 Get 2, you are required to add a total of 4 eligible items to your cart to enjoy the 2 lowest value items for free. If the promotion is Buy 3 Get 2, you are required to add a total of 5 eligible items to your cart to enjoy the 2 lowest value items for free.

Please note, when purchasing items as part of a Buy X Get X promotion, the promotional discount is based on the lowest priced item, then applied to each item proportionately. If you return any items due to faulty/damaged or the item is out of stock, your refund will be reduced to the discounted amount for each item. Any gifts with purchase (GWP) is exempt from the Buy X Get X promotion and if out of stock, is not eligible for a refund.

What is an eligible item?

An eligible item that is included as part of the promotion can be identified under each product name on our website; it is also available on the product page on the right hand side under the price of the item. The promotional callout is written in RED and displays the current promotion that applies to that specific product. If you do not see any RED promotional callout, it means that product is not eligible for any promotions.

Do I need a promotional code as part of a Buy X Get X promotion?

Unless stated otherwise, your cart will automatically apply the promotion to your order. If for any reason you do not see any promotions or discount applied, please double check you have added the required number of items to your cart and each product is eligible under the promotion. If you are unsure if a promo code is required, please check with our lovely Customer Service team between business hours via live chat or email.

How do I know if a promo code is required?

If a promo code is required, this will be stated on all our website banners, newsletter and email marketing. To get the latest scoop on all our news and special offers, please ensure you sign up to our emails, so you don't miss out!

What else do I need to know about the Buy X Get X promotions?

Please note, while we do our best to accommodate your requests, we are not able to adjust, modify or cancel your order after it has been placed. To ensure you aren't disappointed, please double check your order prior to checking out and ensuring you meet all the eligibility criteria for the promotion. If an item you purchased as part of the promotion is out of stock, your refund will be reduced to the discounted amount of each item.

What if there are more than one promotion running at the same time?

Unfortunately, only one offer can be applied to your item at any one time. Presentation of multiple offers will result in the best offer being applied. Please ensure you are double checking your order prior to check out as all transactions are final.