Frequently
Asked Questions

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.

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.

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.

You can checkout as a guest which will require a valid email address and contact number.

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.

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

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.

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.

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

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).

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.

Click on My Account and then log in to your account using your username and password to update your details for any future orders.

Click here enter your email address and we will email you with a link where you can choose a new password.

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.

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).

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

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

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

All retail prices are inclusive of all relevant local taxes.

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 and the total cost of your order will automatically be updated. Please note delivery charges are excluded from promotions.

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).

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.

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.

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.

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

Please find our Privacy Policy here.

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

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.

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.

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.

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

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

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.

There is only one delivery charge per order.

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.

DPD will send you a text with a 1hr delivery slot. 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.

If you gave us your mobile number when you placed the order we will text you as soon as its 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 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).

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

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

If you change your mind about anything you buy online simply return the item(s) unused and unworn within 28 days of receipt for a full refund. Regrettably, for reasons of hygiene, we are unable to refund or exchange earrings. For further details please see our Terms & Conditions.

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.

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.

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.

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).

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 and Kildare.

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

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.

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.