The main Victoria's Secret customer service number and what it covers
Victoria's Secret's main customer service line is 1-800-411-5116. This number handles questions about orders, returns, exchanges, and general account issues. The line is open seven days a week, though wait times vary by time of day and season.
If you hold a Victoria's Secret credit card and need to reach the card issuer directly — not the store — you'll find a separate number on the back of your physical card. The card is issued by Comenity Capital Bank, which handles billing, payments, and credit-related questions independently from the retail store's customer service team.
Knowing which number to call matters because store customer service handles merchandise and order problems, while the card issuer handles your account balance, payment options, and credit questions. Calling the wrong line means being transferred or having to call back.
Key Takeaways
- Victoria's Secret store customer service is 1-800-411-5116 for orders, returns, and account questions related to shopping.
- Your Victoria's Secret credit card issuer (Comenity Capital Bank) has a separate phone number printed on the back of your card for billing and payment questions.
- Store customer service is available seven days a week, but card issuer hours may differ depending on the specific department you reach.
- Having your account number or order number ready before calling speeds up the process and reduces wait time.
When to call the store number versus the card issuer
Call 1-800-411-5116 if you have questions about a purchase you made, need to return or exchange an item, want to check an order status, or have trouble with your Victoria's Secret account login. This team can also help if you're unsure whether a charge on your card came from Victoria's Secret or another retailer.
Call the number on the back of your credit card if you need to report a lost or stolen card, discuss your credit limit, set up automatic payments, ask about rewards or points on your card account, or dispute a charge that the store customer service team cannot resolve. The card issuer handles the financial side of your account separately from the shopping side.
If you're not sure which issue belongs to which team, start with the store number. Representatives there can transfer you to the card issuer if needed, or tell you the exact number to call.
What information to have ready before you call
Before dialing, gather your account number (found on your card or in your online account), your order number (if calling about a specific purchase), and the email address associated with your account. If you're calling about a return or exchange, have the item's SKU or product code if possible — you'll find this on your receipt or in your order history online.
For credit card questions, have your card number ready (the last four digits are usually enough for security purposes). If you're disputing a charge, write down the date the charge appeared, the amount, and any order confirmation number you received.
Having this information before you call reduces hold time and helps the representative pull up your account faster.
Alternative ways to reach Victoria's Secret customer service
If phone calls aren't your preference, Victoria's Secret offers other contact methods. You can start a chat session through their website, send an email through their contact form, or message them on social media platforms like Facebook or Instagram. Response times for email and chat vary, but many people report getting answers within 24 hours during business days.
For credit card issues specifically, Comenity Capital Bank also allows you to manage your account online through their portal. You can view your balance, make payments, set up autopay, and review your recent transactions without calling. This option is useful if you need information quickly or prefer not to wait on hold.
The online chat option on Victoria's Secret's website is often faster than the phone line during peak shopping seasons like holidays.
What to expect when you call
When you call the store number, you'll typically reach an automated system first that asks you to select your issue from a menu. Selecting the right option routes you to the correct department faster. After that, you'll usually wait on hold before speaking to a representative, though wait times can range from a few minutes to 30 minutes depending on call volume.
Representatives can usually resolve most issues during the call — processing returns, answering questions about your account, or explaining a charge. If your issue requires investigation or involves a dispute, they may tell you they'll follow up by email or phone within a certain number of business days.
For credit card calls to Comenity, the process is similar: automated menu, hold time, then a representative. These calls often move faster because they're more straightforward (payments, limits, disputes) than retail customer service calls.
Common reasons people call and what to expect
Order status questions are among the most common calls. Have your order number ready, and the representative can tell you where your package is and when it's expected to arrive. If your order hasn't shipped yet, they can sometimes explain why or escalate it for faster processing.
Return and exchange calls are also frequent. You'll need your order number and the reason for the return. Victoria's Secret has a standard return window (usually 60 days), and the representative will confirm whether your item is returnable and walk you through the process. Some items, like clearance or final-sale merchandise, cannot be returned.
Credit card calls often involve payment arrangements, questions about your rewards balance, or disputes. If you're having trouble making a payment, the card issuer can discuss payment plans or temporary relief options depending on your situation.
Frequently Asked Questions
Is there a different number for Victoria's Secret Pink customer service?
No, Victoria's Secret Pink (the brand's line for younger customers) uses the same main customer service number: 1-800-411-5116. When you call, you can specify that your question is about a Pink purchase, and they'll help you the same way.
What if I can't find the card issuer number on my physical card?
Log into your online account at Victoria's Secret's website, go to your credit card section, and look for issuer contact information there. You can also call the main store number and ask them to provide the card issuer's phone number — they have it on file.
Can I dispute a charge over the phone, or do I need to do it in writing?
You can start a dispute over the phone with either the store or the card issuer, depending on what the charge is. However, federal law requires that formal disputes be documented in writing. The representative will usually send you a form to complete and return, or they'll create a written record of your dispute during the call.
How long does it take to get a refund after I return an item?
Refund timing depends on how you returned the item and your payment method. Store returns typically process within 5 to 10 business days after the store receives your package, but shipping time adds to that. If you paid with your Victoria's Secret credit card, the refund appears as a credit on your account, not as cash back to your bank.
What if I'm calling from outside the United States?
The 1-800 number only works from within the US. If you're calling from outside the country, visit Victoria's Secret's website and look for international customer service options, which may include a different phone number, email, or chat service specific to your region.