faq's
My order and shopping online
Is it safe to shop online?
Shopping online with Mint Velvet is totally safe. We use state-of-the-art security systems to encrypt your payment details, making it impossible for them to be read over the Internet.
For full details, see our Privacy Statement.
How do you keep my personal information secure?
We take your security very seriously and do everything in our power to protect it. You’ll find full details in our Privacy Statement.
How does the shopping bag work?
When you have decided to buy something from the website, the first step is to add the item to your shopping bag by clicking 'Add to shopping bag'. To view the contents of your bag while shopping, simply click on 'Shopping bag' at any time. Details shown will include product description, reference code, size, price and quantity.
You can change any of these details before actually placing your order. For instance, if you decide not to buy an item after all, simply click on 'remove item' to remove it from your bag.
When you’ve finished shopping, double-check the contents of your bag one last time then click on 'Checkout' to go to the secure payment area.
How do I use a promotional code?
Simply enter your code when prompted at the checkout stage and the total cost of your order will automatically be updated. Please note delivery charges are not included in promotions.
What do I do if I’m having problems using a promotional code?
First, check to see if the expiry date has passed. If the code is still valid please contact our customer services team customercare@mintvelvet.co.uk
Can I make changes to my order?
We start to process your order straight away and as a result we cannot cancel or change your order after it has been placed. If you do change your mind you may return any goods to us free of charge for a full refund of the goods purchased. We will refund to the payment card the price paid on receipt of the returned items.
How long will it take to receive my order?
Providing all items are in stock our Standard delivery service normally takes 2 to 3 working days.
Deliveries to Northern Ireland, Scilly Isles, Channel Islands and some Scottish islands may take a day longer – see our Delivery & Returns page for full details.
The item I want is showing as 'out of stock'. Will you be getting any more?
We usually plan one delivery of each collection so it is unlikely we will be receiving more stock.
What if an item goes out of stock after I’ve ordered it?
We do our best to keep stock levels topped up, but very occasionally items shown as being available might not be. If this happens, we will let you know via your order despatch e mail. Don't worry, you will not be charged for that item and we will ship any remaining items that you have ordered. If on receiving the remaining items you decide that you do not wish to keep them you may return them to us for a full refund. We will refund to the payment card the price paid on receipt of the returned items.
Where do I find something I’ve seen in a Mint Velvet advert?
If you have seen something in a magazine or newspaper you want to buy, and cannot find it on our website, please email our customer services team customercare@mintvelvet.co.uk
How do I find out where my order is?
Once you have received an email confirming despatch of your order, you can track its progress at Home delivery network or through the link on your despatch email.
Can I cancel my order?
Sorry, we are not able to accept cancellations. You are able to return the items using our Returns process and we will refund the price paid for your goods.
How do I change my account details?
Simply log in using your username and password to update your details for any future orders.
I've forgotten my password. How do I find out what it is?
Click on the 'Forgotten your password?' link on the account log-in page and we will email it to you.
I've placed an order but not received a confirmation email. Does this mean my order hasn’t gone through?
You should receive your order confirmation email within 24 hours. If it has been longer than 24 hours please contact our customer services team customercare@mintvelvet.co.uk - remembering to include your order number.
I’ve received the wrong item in my order. What should I do?
In the unlikely event of this happening, simply return the item free of charge. You will find instructions on the returns note included with your order.
What should I do if an item I’ve received is faulty?
For a full refund, return the item free of charge, following the instructions on the despatch note included with your order.
If I'm ordering from the Channel Islands or outside the UK can I claim my VAT back?
As you are purchasing goods from the UK, we are legally obliged to charge you VAT.
VAT is calculated from the location items are purchased from, not where they are being delivered to. This also means that unfortunately you will also be unable to claim VAT back.
Do you handle corporate orders?
To discuss placing a corporate order, please call our customer services team on 0845 456 2200 or email customercare@mintvelvet.co.uk.
Delivery
What delivery options do you offer?
We offer two choices of delivery service:
- Standard £3.95 - a 2 to 3 working days delivery service
- Express £4.95 - a next day delivery service on orders placed before 12pm Monday to Friday
Deliveries to Northern Ireland, Scilly Isles, Channel Islands and some Scottish islands may take a little longer.
During sale periods deliveries may take a day or so longer, please bear with us while we get your order out to you as soon as possible.
Do you offer a next day delivery service?
Yes our Express Delivery option can be choosen for next day delivery on orders placed before 12pm Monday to Friday.
Do I pay a delivery cost for each item?
No, you pay one charge for the whole order regardless of how many items it contains.
Can I nominate a day or time for my delivery?
Not at the moment, but we will be introducing more delivery options soon.
What if I’m at work when the courier tries to deliver?
If you are not at home when the courier delivers, the courier will leave a card. Simply call the number on the card to reschedule your delivery for a convenient time. A signature confirming receipt is required for delivery.
Do I have to pay for the postage for returns?
No, returns are free. Simply use the returns address sticker enclosed with your parcel.
Do you deliver overseas?
Sorry, we currently deliver to UK addresses only.
Do you deliver to BFPO?
Sorry, we currently deliver to UK and Eire addresses only.
Returns
How do I return an item I’ve ordered online?
If you change your mind about anything you buy online, no problem. Simply return it unused within 28 days of receipt (14 days for sale items) and we’ll give you a refund.
Please make sure you complete the returns slip received with your order and include it in your package. You also need to write your details on the returns address label received with your order and stick it to your parcel, which can then be sent via the post office. Make sure you get a receipt from the post office when you send your parcel and keep retain it until you’ve received your refund. If you can’t find a returns address label in your parcel, here’s the address to send it to:
Mint Velvet
PO Box 6117
Milton Keynes
MK10 1QB
Within 3 weeks of receiving your returned order we’ll send you an email to confirm that your refund is being processed.***We do not accept any responsibility for items lost in transit.***
For further details please see our Terms and Conditions.
For hygiene reasons we are not able to exchange or refund pierced earrings unless they are faulty. This does not affect your statutory rights.
Alternatively, you can now use Collect+ to return parcels to Mint Velvet for only £3.99. Collect+ is a convenient new way to return parcels. Collect+ points are based in local neighbourhood stores that are open long hours including evenings and weekends. Collect+ is backed by PayPoint, the UK's largest payment network and, Home Delivery Network, who deliver over 300,000 parcels each day. Simply visit www.collectplus.co.uk/mintvelvet to find your local Collect+ store and print off your returns label. This service can be used for parcels weighing up to 10kgs.
What is your returns policy?
You’ll find full details on our Delivery and returns page.
Once I’ve returned an item, when do I get my refund?
We’ll email you to confirm as soon as we receive your returned order. Within 21 days, the refund will then be made to the card you used when paying for the order. I want to return my order but can’t find a returns label in my parcel. What address should I return it to?
Our returns address is:
Mint Velvet
PO Box 6117
Milton Keynes
MK10 1QB
Order payment
How can I pay for my order?
With any of the following credit/debit cards:
Mastercard & Visa Credit Cards & Debit Cards, UK Maestro Debit Card, Solo Debit Card and JCB Credit Card
Am I charged for items as soon as I order them?
No, we won’t only charge you until your order is despatched.
What is a credit card security number?
The security number is the last 3 digits on the signature strip on the back of your card.
Careers
I’m interested in working for Mint Velvet. Who should I contact?
For contact details please refer to our Careers section.
How do I apply for a job I’ve seen online?
To apply for any of the positions listed on our website please e-mail your CV and letter to careers@mintvelvet.co.uk
To find out more about Style Adviser opportunities please call into your local store.
When will I hear back from you about a job I’ve applied for online?
All applications are forwarded to the relevant manager, who will get in touch with you directly. If you haven’t heard anything within 28 days, unfortunately we won’t be taking your application further – we will keep your details on file for future reference.
Other
How do I contact Mint Velvet?
Email customercare@mintvelvet.co.uk or call 0845 456 2200
How can I unsubscribe from your mailing list?
If you have created an account on mintvelvet.co.uk you can change your subscription preferences by signing in. Alternatively you can email us at customercare@mintvelvet.co.uk or call 0845 456 2200.
