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FAQs

Frequently Asked Questions

To help you find an answer to your question, we've listed our frequently asked questions in the following sections. If you require further assistance, please email customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818).

My Order and Shopping Online

Can I place an order over the phone?

Please call our Customer Care team on 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) to place an order over the telephone.

Is it safe to shop online?

We use state-of-the-art security systems to encrypt your payment details, making it impossible for them to be read over the Internet. Our website security is detailed in our Privacy Statement.

How does the shopping bag work?

When you have decided to buy an item, the first step is to add the item to your shopping bag by clicking Add to Bag. To view the contents of your bag simply click on the Shopping Bag at any time. You can remove items from your shopping bag before confirming your order - click on Remove. When you are happy with the contents of your shopping bag, click on Go to Checkout to go to the secure checkout page.

Do I need to create an online account to place an order?

Yes, you will need to set up an account using a valid email address to place an order.

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 items to us for a full refund. For further details please see our Terms and Conditions. This is addition to your rights under the Distance Selling Regulations.

How long will it take to receive my order?

Full details of our various delivery services are on the Delivery and Returns page

The item I want is showing as no longer in stock. Will you be getting any more?

Please email the product details to customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) and the team will attempt to locate the product in one of our stores for you. In addition, the customer care team can advise if the item will be back in stock.

What happens if an item goes out of stock after I've ordered it?

Very occasionally items shown as being available might not be. If this happens, we will let you know in your order despatch email (if you have ordered more than 1 item) or we will send out an 'out of stock' email if this was the only item in your order. You will not be charged for the out of stock item and we will continue to despatch any remaining items that you have ordered. If you decide that you do not wish to keep the remaining items you may return them to us for a full refund.

Are there any restrictions when ordering outside of the UK and Ireland?

Unfortunately for now our SPA range, diffusers and candles are only available for UK and Ireland orders.

Where do I find something I've seen in a magazine or newspaper?

If you cannot find the item on our website, please email customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818).

Can I cancel my order?

We are not able to accept cancellations. However, you are able to return items using our return process for a full refund. For further details please see our Terms and Conditions. This is addition to your rights under the Distance Selling Regulations.

How do I change my account details?

Click on My Account and then log in to your account 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 here enter your email address and we will email you with a link where you can choose a new password.

What email communication should I expect to receive once I have placed an order?

Once you have placed an order, we will send you an order confirmation email. To help you keep track of your order, we will send a despatch email to let you know your parcel is on its way. You will also receive an email from DPD (our courier) advising you of the day your goods are due to be delivered. On the day of delivery, you will receive a DPD email and a text message with a 1 hour delivery time slot (UK customers only. Irish customers will receive a 2 hour delivery time slot). If this time is not convenient then you can change the delivery day, request the parcel to be delivered to a neighbour, or left in a safe place.

I've placed an order but not received a confirmation email. Does this mean my order hasn't gone through?

If it has been longer than 2 hours since you placed your order please email customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818).

I've received the wrong item in my order. What should I do?

Please return the incorrect item using one of the returns services and we will provide a full refund.

What should I do if an item I've received is faulty?

Please return the faulty items using one of the returns services and we will provide a full refund.

I am placing an International order, what currencies do you accept?

Our website is priced in £ sterling, in Euros for orders being despatched to Ireland and US Dollars for orders being despatched to the US.

If I'm ordering from outside the UK can I claim my VAT back?

All retail prices are inclusive of all relevant local taxes.

Do you handle corporate orders?

To discuss placing a corporate order, please email customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818).

How do I use a promotional code?

If you have a promotional code, please click on Do you have a promotion code? on the Shopping Bag page. Enter your code and the total cost of your order will automatically be updated. Please note delivery charges are excluded from promotions.

What do I do if I'm having problems using a promotional code?

If the code is still valid and the expiry date has not passed please email the details to customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818).

Does Mint Velvet offer a gift wrapping service?

Yes, your purchase will arrive beautifully gift wrapped. We will use our stylish Mint Velvet gift box with a velvet ribbon fastening and a blank gift tag, for you to add your own personal message, all ready to be delivered straight to the lucky recipient. Please note our gift wrapping service is only available for deliveries in the UK and Ireland.

How much is the gift wrapping service?

Our gift wrapping service costs £5.00.

What size gift box should I buy?

We select the appropriate size box for your order.

Are there any exclusions on what can be gift wrapped?

Yes, this service is not available for items which are too big or bulky (i.e. outerwear, footwear and large handbags). If a gift box is added to your order which includes just these larger items, please note this will be removed from your order and you will not be charged. Please contact customer care on 0345 456 2200 (Ireland: +44(0)1494 956720) or email us at customercare@mintvelvet.co.uk if you would like to continue with your order for a gift box.

Can a gift receipt be sent with my order?

At the secure checkout stage, tick the gift receipt box when you enter your payment details and we will ensure your order documentation does not include retail prices.

Does Mint Velvet sell Gift Cards?

Gift cards can be purchased online by following this link and in our stand-alone boutique stores. Gift cards can only be redeemed online at www.mintvelvet.co.uk in our UK boutiques and in the Republic of Ireland boutique stores - not in department stores or concessions. You can find your nearest boutique store on our Store Locator.

Are your sizes UK sizes?

All clothing products are shown in UK and US sizes and all footwear items are shown in UK, European and US sizes. Please refer to the size guide for more information.

Where can I find the garment details and washing instructions for products online?

This information is available on the product detail page of all items on the website under the Product Details tab.

Order Payment

How can I pay for my order?

We accept Mastercard, Visa, UK Maestro debit card, Solo debit card, American Express and JCB. We also accept PayPal and Mint Velvet gift cards.

Am I charged for items as soon as I order them?

For any purchases made using PayPal as a method of payment we make this charge as soon as you confirm the order. For all other payment methods, we charge your payment card at the time an order is despatched for delivery.

What is a credit card security number?

The security number is normally the last 3 digits on the signature strip on the back of your card. On American Express cards the security number is the 4 digits printed on the front of the card.

Am I able to use my gift card to pay over the phone or online?

Gift cards can be redeemed online in Sterling and Euros, in our UK and the Republic of Ireland stores, in person or over the phone.

Am I able to use a store credit note online?

We cannot accept store credit notes as a method of payment online; these must be used in person in our boutique stores.

Delivery

What delivery options do you offer?

We offer a range of delivery services to suit your needs. Full details of the services are on the Delivery & Returns page.

Do you offer a next day delivery service?

We offer a Next Day Guaranteed delivery service. If you order before 6pm, we promise to deliver your order the next working day. Excludes weekends and available to UK mainland postcodes only, all other UK postcodes take up to 2 working days. Full details of the service are on the Delivery & Returns page.

Do I pay a delivery cost for each item?

There is only one delivery charge per order.

Can I nominate a day or time for my delivery?

Other than the UK Saturday and UK Sunday delivery service it is not possible to specify a delivery day for your order. Normally, our courier will send you a text message on the morning of your delivery advising you of a 1 hour delivery slot when your parcel will be delivered.

What if I am out when the courier tries to deliver?

If you are not at home when the courier delivers, the courier will normally leave a card with details on how to re-arrange your delivery for a convenient time.

How will I be notified when my Click & Collect order has arrived in store?

You will be contacted by the store via email or telephone when your order is ready for collection.

How long will my Click & Collect order be held in store?

We will hold your order for 7 days in store, however if you need to collect your order after this time period then please email customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818).

Do you deliver overseas?

We currently deliver to the UK, Ireland, USA, France, Germany, Spain, the Netherlands, the UAE and Switzerland.

Returns

How do I return an item I've ordered online?

We offer a range of returns services. Full details of the services are on the Delivery & Returns page.

What is your returns policy?

We have extended our returns policy for the Christmas period until 31st January 2016. If you change your mind about anything you buy online simply return the item/s unused for a full refund. For further details please see our Terms & Conditions.

Once I've returned an item, when do I get my refund?

We will email confirmation your refund has been processed. Returned orders from within the UK can take up to 10 days to be received and processed. For items being returned from outside the UK we will process the refund within 5 days of receiving the items.

How do I get a replacement UK Freepost returns label?

Email customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) to request a replacement or additional Freepost returns label.

Do I need to return my order in the original packaging?

As long as your parcel is secure and you have the appropriate documentation to accompany your return, you will not need to return your items in the original packaging.

I no longer have my returns form, can I get a replacement?

If you have misplaced your returns form, you can include a copy of your despatch note or, alternatively, please email customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818).

Am I able to exchange an item I have ordered for another size or colour?

We are not able to offer an exchange to an online order, however all returns are free, so any unsuitable items can be returned for a refund and a new order placed. You are able to exchange your purchase at one of our boutique stores, excluding Portsmouth Gunwharf Quays.

Do I have to pay the postage charge for returning my item/s?

There are various returns services available. Full details of the services are on the Delivery & Returns page.

I've received my refund notification email but can't see the funds in my bank account, how long will this take?

Depending on your bank, funds can take up to 3 working days to show in your account after receiving your email notification. For any purchases made using PayPal, funds can take up to 7 working days to appear in your PayPal account.

Am I able to return a purchase made in a stand-alone/boutique store to my local department store concession?

Unfortunately our concessions in department stores are not able to accept returns for items purchased at one of our boutique stores. Purchases made at a concession can only be returned to the same chain of department store that it was purchased at. For example, an item bought at John Lewis can only be returned to John Lewis.