What is your return policy?

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 will be credited to the same payment method used.

If you have received a damaged item(s) and we have available stocks for the item, we may offer a replacement. For us to process your replacements, you are required to create an account and include your shipping address in your profile.

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 must be made in the country of original purchase.

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

RETURN AN ONLINE PURCHASE

You may return goods in the country they were purchased by contacting the Customer Care Centre who will advise you on how to return your goods

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

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

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' 1800817741 or cs@victoriassecretbeauty.com.my 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 MYT via call 1800817741 or email cs@victoriassecretbeauty.com.my

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.

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.

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 MYT 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?

CITY LINK

NOTE: UPDATE ON EAST MALAYSIA SHIPPING: Currently we are not shipping to EAST MALAYSIA until further notice.

MYR 10.00 Flat Rate Shipping & Handling is available for orders MYR180.00 & below in merchandise value. Shipping for West Malaysia via Standard service. We do not ship to PO Box destinations. Orders with a merchandise subtotal (after savings) of MYR180.00 or more will receive FREE shipping & handling. Not all services are available for all destinations. Available service options will be displayed at checkout.

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

Shipping & handling charges - which include taxes(sales and service), 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 MYR 10.00 Flat Rate Shipping & Handling is available for orders MYR180.00 & below in merchandise value via City Link Standard service within Malaysia.

Can I ship my order internationally?

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

Flat Rate Shipping & Handling

MYR 10.00 Flat Rate Shipping & Handling is available for orders MYR180.00 & below in merchandise value.

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 1800817741 from Monday-Friday, 9:00am-5:00pm MYT.

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 1800817741 from Monday-Friday, 9:00am-5:00pm MYT. '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.

ONLINE CUSTOMER CARE'

Need More Help? We want to hear from you!'

Dear Valued Customers, please contact us at 1800829933 or you may reach out to us via LIVE CHAT during our operating hours or email us at cs@victoriassecretbeauty.com.my for any enquiries regarding your Victoria’s Secret order. Monday – Friday [10am – 7pm MYT]

EMAIL US

cs@victoriassecretbeauty.com.my

MAILING ADDRESS

Level 19, Wisma UOA 2, 21 Jalan Pinang, 50450 Kuala Lumpur

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.

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 ode 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 the full Promotional Terms & Conditions through our Offers Drawer

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 RM10 Flat Rate Shipping for orders below RM180 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.

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: 012 447 5691 or 012 534 6895
• Email: vsfa.chatshop@valiram.com
• Chat and shop with us, and have your order delivered straight to you!

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 1800-817-741 from Monday-Friday, 9:00am-5:00pm MYT 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 victoriassecreatbauty.com.my
• 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 VictoriasSecretMY.com

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.

EGHL

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.

eGift Cards

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

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 within the eGift card's expiry date.

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 victoriassecretbeauty.com.my/gifts/gift-cards. Enter your card number and pin to view your balance.

Validity

eGift cards are valid for 1 year from the date of purchase.

After the expiry date, the eGift card will be deactivated and cannot be used for purchase online or at stores.

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 (Malaysia) 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 NARESH GLOBAL CONCEPT SDN BHD at its absolute discretion from time to time and is a binding agreement between the user (“User”, “You”) and NARESH GLOBAL CONCEPT SDN BHD (“NARESH GLOBAL CONCEPT SDN BHD ", “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 1800-817-741 to discuss your concerns with us before you first use your eGIFT 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.