Victoria's Secret Kuwait: delivery, returns and customer service

Customer service

The Kuwait site offers three channels: the phone line 182-12-12, WhatsApp, and live chat on the website. For anything urgent, such as a wrong size in an order you have just placed, the phone is the quickest route because of the one-hour cancellation limit.

WhatsApp and chat are better for questions you want in writing, for example confirming that a return pick-up has been booked. Service hours are not listed in the Kuwait facts we hold.

Delivery and collection

Standard delivery reaches every Kuwait governorate in 2 to 5 days. The fee is KWD 3, waived once the order is above KWD 16. A basket of KWD 14.500 therefore costs KWD 17.500 delivered, while adding a small item to pass KWD 16 brings delivery to zero.

Click & Collect is open to orders above KWD 8 and lets you pick up from a store. A single order cannot combine collection and home delivery, so plan two separate orders if you want both.

Cancelling an order

A Kuwait order can be cancelled only within one hour of being created. Check sizes, colours and the delivery address on the confirmation as soon as it arrives. If something is wrong, call 182-12-12 inside that hour.

After the hour has passed, the order goes ahead. You can still return eligible items once they arrive, but underwear, swimwear, lingerie, fragrance and beauty cannot be sent back unless faulty or wrong, so a mistake in those categories is hard to undo.

How to return an item

Kuwait gives 14 days from delivery and two ways to return: book a free home pick-up online, or walk it into one of the brand’s Kuwait branches.

1. Check the item is not in an excluded category: underwear, swimwear, lingerie, fragrance or beauty.
2. Make sure you are within 14 days of the delivery date.
3. Either request the return online and choose home pick-up, or take the item to a Kuwait store.
4. Hand over the item for collection, or complete the return at the store counter.
5. Keep any confirmation you receive until the refund appears.

Refunds

Online returns in Kuwait are listed as free. The Kuwait facts we hold do not state how many days a refund takes, so ask customer service for the expected timing when you book the return. With no cash on delivery in Kuwait, every online order is paid by card, KNET or Apple Pay, and it is reasonable to ask the team to confirm the refund goes back to that same method.

Payment

Accepted methods are Visa, Mastercard, KNET and Apple Pay. There is no pay-on-delivery option and no buy-now-pay-later provider on the Kuwait site. Codes and current promotions are covered on the Victoria’s Secret Kuwait coupon page.