Frequently
Asked Questions

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.

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 - 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.

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.

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.

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.

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 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 orders. Please note we are not able to gift wrap outerwear, footwear and large handbags - follow this link for more information.

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).

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.

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.

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.

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.