Frequently Asked Questions
PLACING AN ORDER
- » Can I call in my order?
- Our Care Center Associates are happy to help place an order by phone and answer any questions you may have regarding our products. Call us at 1-888-LASENZA (1-888-527-3692) when calling within Canada and United States; otherwise, call 937-438-4157. We are available Monday - Saturday: 7 AM EST - 11 PM EST. Sunday: 10 AM - 7 PM EST.
For any questions about our products, you can also contact us using Live Chat! Visit the Contact Us page and click the Live Chat link in the lower left corner.
- » How do I use a online promo code?
- Standard Promotions
- Standard Promotions will automatically be applied to your order. For example, promotional bra and panty prices are automatically calculated for you and will apply to your total.
- Special Promotions can be redeemed using a coupon code. This coupon code is usually sent to La Senza email subscribers.
- Other Special Promotions are via our marketing partners, and a coupon code is published along with the special offer.
- Every coupon valid on lasenza.com has a Discount Code. Enter this code at the Shopping cart page when you are checking out on lasenza.com to receive your discount.
- Only one coupon or discount (with the exception of the Club LA Senza / Prestige loyalty card) of any type may be used at a time. Some coupons are exclusive to purchases at lasenza.com or at a La Senza store. Please check your coupon for details. La Senza coupons are not redeemable for cash, nor are they valid toward any previously purchased merchandise or the purchase of Gift Cards and Loyalty Cards unless specified on the coupon.
- » How do I use a Gift Card on an online order?
- Redeeming a Gift Card is easy! During checkout, enter your Gift Card number on the Payment Page. You will need to enter both the Gift Card number and the 4 digit PIN on the back of your Gift Card. If there is no PIN on the back of your Gift Card, you will need to contact Customer Service. When you click the "Redeem" button, you will get a confirmation message indicating that the Gift Card has been applied to your order.
To enter more than one Gift Card, enter the first Gift Card number and the 4-digit PIN and click the "Redeem" button. You will see a confirmation message that your Gift Card has been applied to your order. Then enter your second Gift Card number and 4-digit PIN and click redeem. You will see a confirmation message that your second Gift Card has been applied.
If your order total is greater than the card balance, you will need to make additional payment with another method of payment. If your purchase amount is less than the value of the Gift Card, you can apply the balance of your Gift Card towards your next purchase.
Coupons, Club La Senza / Prestige or other discounts will be applied to your order even when your payment is made with a Gift Card.
* Please note that Gift Cards are only available for purchase and redemption on LaSenza.ca. They are not currently available on LaSenza.com.
STATUS OF EXISTING ORDERS
- » How can I check the status of my order?
- You can check the status of your order in Your Account.
- » Why is my order in Hold to be Cancelled status?
- When you click on the Confirm & Pay button in checkout, we start creating your order and await confirmation of your payment method. If you press the browser back button, refresh the page, or for any other reason do not complete your order, your order is placed on Hold to be Cancelled. This failed order will be cancelled by the system within 24 hours.
Unfortunately, once orders have been cancelled, we are unable to re-instate them. If your transaction has failed, you may see a pre-authorization charge. Your card has not actually been charged. It may take 5-10 business days to receive the pre-authorization reversal.
- » I can't access my account, what should I do?
- Contact us! Our customer service is ready and willing to help. When calling within Canada and United States, call 1-888-LASENZA (1-888-527-3692); otherwise, call 937-438-4157. We are available Monday - Saturday: 7 AM EST - 11 PM EST. Sunday: 10 AM - 7 PM EST. You may also contact us by email.
- » How do I change my order?
- In order to provide fast delivery, we ship all orders quickly after being placed. In most cases your package is prepared for shipment immediately and cannot be changed or cancelled, but we will try to assist you whenever possible. When calling within Canada and United States, please call 1-888-LASENZA (1-888-527-3692); otherwise, call 937-438-4157. We are available Monday - Saturday: 7 AM EST - 11 PM EST. Sunday: 10 AM - 7 PM EST. You may also contact us by email.
For security reasons, we cannot allow changes to the payment method, add new items, or remove items from your order.
RETURNS & EXCHANGES
- » What is your Return & Exchange Policy?
- Please CLICK HERE to view our current Return Policy.
- » Can I return my on-line purchase to a store?
- Store returns & exchanges in Canada are accepted within 30 days of the original purchase date. On-line store returns are not accepted in US stores. The original invoice and original method of payment must be presented. Refunds will be made to the credit card used in the original transaction. An exchange or merchandise credit will be issued for returns that used PayPal or a gift card as the form of payment. Gift returns can only be made in stores.
Please CLICK HERE to view our current Return Policy.
- » How do I find sizing information?
- To ensure a perfect fit, use our Size Chart. Sizing information can also be found on specific product pages. Measure in inches to determine your size. In this section, our Bra Conversion Chart will also help you determine the best bra size.
- » What is Club La Senza / Prestige and how do I sign up?
- The Club La Senza / Prestige Loyalty program is a club for VIP La Senza shoppers.
Purchase online or in a La Senza store. The annual membership fee is $10 (before tax).
For $10, you will get 10% off purchases + free shipping on orders of $100 or more for an entire year, plus access to special sales and events.
Once you receive your card you can Update Your Club La Senza / Prestige VIP Card Preferences to receive a special birthday gift.
To use your Club La Senza / Prestige VIP Card, at checkout, enter your Club La Senza / Prestige VIP Card loyalty card number (found on the back of your card) in the Loyalty Card text box in the shopping cart. Click 'ok' to see the discount in your subtotal. If you are a registered customer and you are logged in, your loyalty card number will appear automatically. Please make sure you have entered this information in your records. If not, you can do so in your Account.
For Coupon Offers with your Club La Senza / Prestige VIP Card, members MUST enter the loyalty card number before redeeming their online coupon. In store, members must present their membership cards when redeeming each coupon, as well as the coupon itself. One coupon per purchase.
- » How can I work for La Senza?
- We would love for you to join our team! Take a look at our job opportunities.
- » Do you offer tax exemptions?
- Unfortunately we are unable to accept tax-exempt orders.
- » How do I request a charitable donation from your company?
- La Senza is a division of L Brands, Inc. (now known as L Brands, Inc.)and all requests for charitable product donations or charitable contributions are processed through our parent company. Please send your request in writing to the following address:
L Brands, Inc.
Attn: Community Relations
3 Limited Parkway
Columbus, OH 43230
- » Request for Franchise or Products:
- In the U.S. and Canada, all of our brands are owned and operated by L Brands and therefore are not franchise operations. Throughout the rest of the world, we currently work with a small number of international partners to deliver our La Senza, Victoria's Secret and Bath & Body Works brands to customers. We are not soliciting requests for new partners, distributors or licensees.
- » Unsolicited Proposals:
- L Brands (La Senza, Victoria’s Secret, PINK, Bath & Body Works and Henri Bendel) appreciates and values our customers' input and we welcome comments regarding our products and service. However, neither L Brands (La Senza Victoria’s Secret, PINK, Bath & Body Works and Henri Bendel) nor any of its employees accept or consider unsolicited ideas for new or improved products, materials, advertisements, marketing campaigns, promotions or product names ("Submissions"). Click HERE to view complete unsolicited submissions policy.
- » Use of Trademark:
- L Brands (La Senza, Victoria’s Secret, PINK, Bath & Body Works and Henri Bendel) does not authorize the use of its trademarks, logos, company names or images by other parties in marketing, promotional or advertising materials as their use creates the perception that L Brands (Victoria’s Secret, Bath & Body Works, Henri Bendel and La Senza) endorses or sponsors the product, service or promotion.