Frequently
Asked Questions

COVID Update - Keep an eye on our dedicated page for all the latest information.

• PLACING AN ORDER

  • Can I place an order over the phone?

    For all UK orders you can call our Customer Care Team on 0345 456 2200. to place an order over the phone.

    For all international orders please place them through the Mint Velvet website.

  • Is it safe to shop online?

    Your security is important to us, which is why we encrypt your payment details so they can't be read over the Internet. To find out about everything we do to keep your information secure, please read our Privacy Notice.

  • How do you look after my personal details?

    Respecting your privacy is one of our priorities, which is why we have a system in place to ensure your personal details are safe, and only used with your permission. For any GDPR-related questions and to read more on how we collect, store and manage data, please read our Privacy Notice.

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

    No, you can checkout as a guest which will only require a valid email address and contact number.

  • Can I cancel or make any changes to my order?

    Our warehouse team starts to process your order straight away, and as a result we cannot cancel or change your order after it has been placed. However, if you change your mind you can always return any items to us for a full refund. For further details please see our Terms and Conditions. This does not impact your rights under the Distance Selling Regulations.

  • How long will it take for my order to arrive?

    We want you to receive your order as quickly as possible, which is why we offer a range of delivery options depending on your location and availability - find out more on our Delivery and Returns page.

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

    If you email customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818), our team will attempt to locate the product in one of our stores for you. We'll also be able to check whether the item is due to come back in stock.

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

    Very occasionally, items shown as being available when you place an order might not be. If this happens, we will let you know in your order despatch email (if you have ordered more than one 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.

  • Are there any restrictions when ordering outside of the UK?

    Unfortunately, some of our beauty range and garment care products can't currently be shipped outside of the UK - please contact us at customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) for more details.

  • 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) and we'll do our best to help.

  • How do I change my account details?

    Click on My Account and then log in using your e-mail address and password to update your details for any future orders.

  • I've forgotten my password. How do I reset it?

    Click here to enter your email address and we will send you a link where you can choose a new password - please note that it will only be active for 30 minutes after you receive it.

  • I've placed an order. What happens next?

    Once your order has been placed, we will send you a confirmation email. To help you keep track of your order, we will also send a despatch email as soon as your parcel is on its way. DPD (our courier) will also be in touch via e-mail to specify the day your goods are due to be delivered. On the day of delivery, you will receive an email (and a text message if you have supplied a mobile number) from them 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, you will then be able to change the delivery day, have the parcel delivered to a neighbour, or request for it to be left in a safe place.

  • I've placed an International order. What happens next?

    Once your order has been placed, we will send you a confirmation email. To help you keep track of your order, we will also send a despatch email as soon as your parcel is on its way, which will include a tracking link. Clicking on it will take you to a specialised portal: in the "where is my order" section, you will be able to enter your order number and email address to check the status of your parcel.

  • 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) and our team will look into it for you.

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

    We're sorry to hear that! Please return the incorrect item using one of our returns services for a full refund and contact our customer care team at customercare@mintvelvet.co.uk or 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) - they will be more than happy to place a new order for you.

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

    Our warehouse team is very vigilant to ensure your order is in perfect condition, but on the rare occasion that you receive a faulty item, please send it back to us using one of our returns services and contact our customer care team at customercare@mintvelvet.co.uk or 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) - we will provide a full refund.

  • I want to place an international order. What currencies do you accept?

    We ship to 36 different countries, where you are able to shop in your local currency. Please visit our Delivery & Returns page for more information.

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

    If you are a resident of the Channel Islands or Jersey, we may be able to refund any relevant local taxes - please email your order details to customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) and our team will look into it.

  • 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).

  • I've received a promotional code. How does it work?

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

  • My promotional code isn't working! Can you help?

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

  • Do you offer gift wrapping for online orders?

    Our gift wrapping service is temporarily unavailable

  • Can you send a gift receipt with my order?

    For UK orders you will find the option to select a gift receipt at the payment section of the checkout. If you have chosen to have a gift receipt we will ensure your order documentation does not include retail prices (these will also be removed from any product tags).

  • Do you sell Mint Velvet Gift Cards?

    UK customers - Gift cards can be purchased online by following this link and in person by visiting one of our boutique stores. You can find your nearest boutique store on our Store Finder.

    Irish customers - Gift cards can be purchased online by following this link and in person by visiting our Dundrum boutique. You can find the store on our Store Finder.

    International customers – Unfortunately, we do not offer gift cards at this time.

  • Where can I spend a Mint Velvet gift card?

    UK customers – Gift cards can be redeemed online at www.mintvelvet.co.uk, and in our UK boutiques. Unfortunately, our department stores and concessions cannot accept them. You can find your nearest boutique store on our Store Finder.

    Irish customers - Gift cards can only be redeemed in the Dundrum boutique - unfortunately, our department stores and concessions cannot accept them. You can find the store on our Store Finder. Please note that our Republic of Ireland boutiques can only accept Mint Velvet gift cards purchased in euros.

    International customers – Unfortunately, gift cards can't be used to place an international order at this time.

  • What sizes are displayed on your website?

    For the UK, all sizes are shown in UK sizing.

    For the US, all sizes are shown in US sizing.

    For all other countries, EU sizing is shown by default.

  • Are your clothes and shoes UK-sized?

    All our clothing and footwear is shown in UK sizes for our UK and Ireland websites. If you change the top flag to the US, US sizes will show; for any other country, EU sizing will be shown by default. Please refer to our Size Guide for more information.

  • What sizes do you offer for your Mintie girlswear range?

    We have designed our Mintie collection to fit girls aged 3-10 – please refer to our Mintie Size Guide for more information.

  • Where can I find the garment details and washing instructions for products on your website?

    Every product on our website has a Fine Details section with all garment care information. If you have any questions or need any more information, please email us at customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) and we'll do our best to help.

• Payment

  • How can I pay for my order?

    For UK orders we accept Mastercard, Visa, UK Maestro, JCB, Solo debit cards, PayPal, Amazon Pay and Mint Velvet gift cards.

    For international orders we accept a variety of payment methods, which will depend on your geographical location – these will be specified on the Checkout page.

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

    If you place your order via Paypal or Amazon Pay, we will charge you as soon as the order is confirmed. For all other payment methods, we will charge your payment card only when it's despatched for delivery.

  • Where can I find my payment card's security number?

    The security number is normally the last 3 digits on the signature strip on the back of your card (on Amex cards, it's the last 4 digits).

  • If I order online or over the phone, am I still able to use my gift card?

    Yes, gift cards can be redeemed in Sterling on our website, in our UK boutiques, and over the phone. If a gift card is purchased in Euros it can only be redeemed in our Ireland boutiques.

• Delivery

  • What delivery options do you offer?

    We offer a range of delivery services to suit your needs. Find out more on our Delivery & Returns page.

  • Do you offer a next day delivery service?

    Yes, we offer a next day delivery service for UK orders only. If you order before 6pm, we promise to deliver your order the next working day - just be sure to select the 'UK Next Working Day Delivery' at the checkout. This excludes weekends, and it's a service available only to UK mainland postcodes, with all other UK postcodes taking up to 2 working days. Full details of the service are on the Delivery & Returns page.

  • Do you deliver overseas?

    Yes, we currently ship to 36 countries, please visit the Delivery & Returns page for full details.

  • Do I have to pay for the delivery of each item separately?

    No - there is only one delivery charge per order.

  • Can I nominate a day or time for my delivery?

    For UK orders you can only specify a delivery day by selecting one of our Saturday or Sunday delivery options at the checkout. For all deliveries, you will receive an email (and a text message if you have supplied a mobile number) from DPD 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, you will then be able to change the delivery day, have the parcel delivered to a neighbour, or request for it to be left in a safe place.

    For international orders you cannot currently nominate a specific day for delivery.

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

    DPD will send you a text with a 1-hour delivery slot. If you are not at home when the courier delivers, you will normally receive a card with details on how to re-arrange your delivery for a more convenient time.

  • How will I know that my Click & Collect order has arrived in store?

    If you gave us your mobile number when you placed the order we will text you as soon as it's arrived, otherwise we will email you.

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

    We will hold your order for 30 days in store. If uncollected within that time the order will be refunded to the card holder and will no longer be available to collect. If you think you may have missed a Click & Collect order, please email customercare@mintvelvet.co.uk or call us at 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) and we'll do our best to help.

• Returns

  • What is your returns policy?

    If you change your mind about anything you buy online, you can return any unused items to us within 28 days of receipt for a full refund. Exclusions apply: for hygiene and safety reasons, swimwear can only be returned with hygiene strip still attached, chocolate sales are final and earrings can't be returned to us unless faulty - please read our Terms & Conditions for more details.
    
    Christmas Extended Returns Policy - Like every year, we want to help you do your festive shopping in confidence, which is why we've extended our returns policy. Any item purchased between October 12th and December 24th can be returned to us for a refund up until January 31st. Our usual restrictions apply: chocolate, earrings and face coverings can't be refunded for safety and hygiene reasons. This is in addition to your rights under the Consumer Contract Regulations, please read our Terms & Conditions for more details.

  • How do I return an item I've ordered online? Do I have to pay the postage charge?

    We offer a wide range of returns services, find the best option for you on our Delivery & Returns page.

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

    You will receive an e-mail from us as soon as your refund has been processed - this can take up to 10 days for UK orders. For International orders, we will aim to process your refund within 5 days of us receiving the items.

  • I've misplaced the UK Freepost returns label that came with my parcel! Can you help?

    No problem, just email us at customercare@mintvelvet.co.uk or call 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) and we'll send you a replacement UK Freepost returns label.

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

    No - you don't need to use the original packaging to return your order as long as the parcel is secure and you include the returns form provided.

  • I no longer have my returns form, can I still send back my order?

    Yes, if you have misplaced your returns form, you can either include a copy of your despatch note in your parcel, or contact our team at customercare@mintvelvet.co.uk or 0345 456 2200 (International: +44(0)1494 956720, US: 1-866.615.1818) and they'll be able to help.

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

    Unfortunately not - but most return options are free, so any unsuitable items can be returned and refunded, and a new order placed. Exchanges are only possible by visiting one of our boutique stores in person, with the exception of Portsmouth Gunwharf Quays, Swindon, Clarkes Village and Kildare.

  • 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. If you placed your order using PayPal or Amazon, funds can take up to 7 working days to appear in your PayPal/bank account.

  • Am I able to return a purchase made in a 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.