Frequently
Asked Questions

Yes, of course. 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 phone.

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.

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.

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

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.

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.

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.

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.

Unfortunately, some of our beauty range and garment care products can't currently be shipped outside of the UK and Ireland - 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.

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.

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

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.

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.

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.

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 with free delivery.

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.

For UK orders, we accept pounds sterling (£); for Republic of Ireland orders, euros (€); and for US orders, US dollars ($). All other countries will be charged in pounds sterling (£).

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.

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).

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.

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.

If you would like your purchase to arrive beautifully gift-wrapped, we offer a luxury gift box for UK and Ireland orders. Please note we are not able to gift wrap outerwear, footwear and large handbags - follow this link for more information.

At the delivery stage of our checkout process, tick the gift receipt box when you enter your payment details and we will ensure your order documentation does not include retail prices (these will also be removed from any product tags).

Yes, gift cards can be purchased online by following this link and in person by visiting one of our boutique stores. They can only be redeemed online at www.mintvelvet.co.uk, in our UK boutiques and in the Republic of Ireland boutique stores - unfortunately, our department stores and concessions cannot accept them. You can find your nearest boutique store on our Store Finder. Please note that our Republic of Ireland boutiques can only accept Mint Velvet gift cards purchased in euros.

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.

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

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.

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

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

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).

Yes, gift cards can be redeemed in Sterling and Euros on our website, in our UK and Ireland boutiques, and over the phone.

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

Yes, 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.

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

Unfortunately we cannot currently deliver web orders to BFPO addresses.

No - there is only one delivery charge per order.

You are only able to specify a delivery day by selecting one of our Saturday or Sunday delivery options at the checkout (available in the UK only). On the day of delivery, 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.

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.

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.

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.

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. For hygiene reasons, we can't accept returns on earrings or beauty products - please read our Terms & Conditions for more details.

From returning to your nearest boutique to dropping the parcel off to a post office, we offer a wide range of returns services, most of which are completely free. Find the best option for you on our Delivery & Returns page.

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.

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 Freepost returns label.

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.

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.

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 and Kildare.

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.

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.