in the LOOP
As we navigate this unprecedented time, we will keep you up to date with the changes we are making. Here’s what we’re doing:
We have been taking the usual recommended precautions and have closed down our office. We are in the fortunate position where many of our teams are able to work efficiently from home, and will do so for the time being.
It is with the health of customers and staff in mind that we have decided to temporarily close our boutique stores from the evening of Saturday 21st March until further notice. You can still shop with us online and we will do our best to continue to bring you good service for as long as we can. If you have any queries, or for details on how to return a purchase, please contact our Customer Care team.
ONLINE ORDERS & Deliveries
Our website is still running and we plan to continue operating for as long as we can. We appreciate that getting out and about may not be possible for all, so we’ll be offering Free UK and Ireland Delivery on all standard orders for the time being.
We are doing our best to continue to bring you the great service you are used to, however, due to these uncertain times, we are now no longer able to guarantee next day delivery as standard in the UK and weekend deliveries are no longer available. If you order anything after 6pm on a Thursday, you will not receive it until the following week. Deliveries may take up to 5 days to arrive, but we will endeavour to get them to you as quickly as possible. We are delivering internationally, however, your delivery will take a little longer than normal and there are a handful of regions in Italy and Austria that are taking even longer.
Our Click & Collect deliveries have also ceased whilst our stores are closed, for the time being. We are continuing to work through your returns as quickly as we can and have now extended our refund period to 60 days to allow plenty of time for you to return your goods.
We understand that there are concerns around the safe working of our warehouse teams and would like to reassure you that the company we employ to process your orders are operating with a skeleton staff and strict social distancing rules. They have also reduced the working week to Monday-Friday only.
Our phone lines are temporarily unavailable, however, you can still contact us on Live Chat or email. We are currently experiencing a large volume of emails, so please bear with us as we may take longer than usual to get back to you. In the meantime, please refer to the FAQs below before getting in touch as your questions may already be answered.
We’re taking this all very seriously, but we also appreciate that a little lightness can help take our minds off of the stress we’re facing at the moment, so we’ll continue bringing you a Relaxed Glamour fix.
Keep in touch via our Contact Us page or social channels.
As the situation continues to move quickly, so will we. Take care of yourselves and we hope to resume business as usual very soon
Liz Houghton, CEO & founder
Can I still place an order online and have it delivered?
Our website is still running for all orders. We are following the advice of the government and World Health Organisations and our warehouse are operating with a skeleton staff and our UK deliveries are handled by DPD who are operating contactless deliveries.
How long will my order take to arrive?
Your order may take slightly longer than usual to arrive and for the moment we cannot provide a Saturday or Sunday delivery service. However, we are offering free standard UK and Ireland delivery.
What if I am self-isolating or do not wish to come into contact with a delivery driver?
All our UK deliveries are handled by DPD who are operating a contactless delivery, so the driver will keep a safe distance away from your door. You can also request that your order is left in a safe place and the driver will be happy to leave the parcel on your doorstep.
How do I return a product from my online order?
We appreciate that lots of customers are self-isolating or staying home so please do not worry about returning your order. We have extended our returns period to 60 days.
We recommend all customers ensure that they label their parcels with ‘return to sender’ address details in case of any further government restrictions for delivery carriers.
When will my refund will processed?
Refunds are taking longer than normal as our warehouse team are operating with a skeleton staff. If you haven’t received your refund within 10 working days from postage, please do get in touch with our Customer Care Team via email.
Are your stores closed?
Yes, we made the decision to temporarily close all Mint Velvet stores on the 21st March. We hope to be back to business as usual as soon as we can.
I didn’t pick up my Click & Collect order before the store closed, so what should I do?
Due to the temporary store closures, any uncollected Click & Collect customer orders have been returned to our warehouse and will be refunded. Check your card or bank statement, but if you do not see the refund appear contact the Customer Care team via email.
How do I return a purchase made in one of your Boutique stores?
As we have extended our returns period, our stores will be happy to process the return once they reopen. Alternatively, you can contact our Customer Care team who will be happy to advise you further.
My Mint Velvet gift card is about to expire, what can I do?
Please contact our Customer Care team and we will be happy to help.