Victoria’s Secret has temporarily shut down its website and paused some in-store services following a security incident that has disrupted customer orders and access to support.
The lingerie retailer, which also operates the Pink brand, posted a notice on its homepage saying it is “working around the clock to fully restore operations,” though it did not give a timeline for resolution.
The company has activated its internal response protocols and is working with third-party cybersecurity experts to investigate and address the issue.
Its brick-and-mortar stores remain open, but online orders, customer care, and certain in-store return services have been halted.
As a temporary measure, the return window for US customers has been extended by 30 days.
Customers who placed orders before Monday may experience delays, but Victoria’s Secret says those orders are still being processed, and customers will receive tracking details once shipments are dispatched.
Direct mail coupons that expired while the site was down can now be used through Sunday.
The outage has drawn backlash from frustrated shoppers on social media, particularly as the disruption coincided with an ongoing promotional sale.
The incident comes during a period of leadership transition at the company. Hillary Super, former Savage x Fenty executive, took over as CEO last year, and fellow Fenty alum Adam Selman was appointed executive creative director.
Just last week, the company’s board also approved a shareholder rights plan, commonly referred to as a poison pill, following investment firm BBRC International’s move to acquire a significant stake in the business.
Victoria’s Secret has yet to provide further details on the breach or its expected recovery timeline.
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