Mint Velvet Avis 690

I love love love Mint Velvet! The design and quality is fantastic! I’ve recently had to return an item that was the wrong size and the customer service was second to none - nothing was too much trouble and emails were replied to extremely promptly. Niamh is amazing!!! Thank you!!

I made a return on 1 jan 2026. I din't get refunded and only noticed when I did my monthly bank statement check. I thought returns had to be refunded within 14 days by law. I had to personally phone up to follow up on this.
Apparently there was a massive technical glitch with Royal Mail returns.

Love the clothes but trousers are not good for petites . My main issue though is that refunds take a long time . Mint velvet are telling me over 10 days which I feel is too long . My return was received on the 19th and no sign of a refund yet . And just to add to this . I messaged today via e mail and instagram . No answer …Not impressed with customer service .

Although a few weeks ago now, I would like to leave feedback on the excellent customer service received from the Chichester branch. I was very sick, unable to get to the store to purchase a sale item that was out of stock online but the store had. They were very sympathetic and caring and enabled my husband a couple of days later to purchase in store. Lovely funnel neck coat, I’m delighted with it. Special thanks go to Cathy & Lily, a credit to Mint Vekvet.

I think the try before you buy is an excellent idea and worked perfectly for me. Although I returned both items I ordered the process was great. No taking money & having to wait weeks for a refund, especially as Mint Velvet items are quite expensive. Thoroughly recommend.

I have bought from this company since the beginning. Recently I have noticed that on a number of occasions I have seen something I like on the website then when you flick through the pictures of the item it is different in different pictures. Different cuffs or not the same ruffles on one picture to the next. I have queried this twice with them but customer services can not be bothered to answer. You just don’t know what you will receive, will it have white cuffs or not, will it have four ruffles on the sleeve or two, the pictures on the website should match. I have asked about a certain shirt which had white collar and cuffs then in another picture it doesn’t it has no cuffs. They have now changed it online but could not be bothered to answer my message which was sent 6 days ago. The quality and cut has changed on their items, haven’t kept anything I have ordered recently apart from some jeans. The customer service used to be great, I just don’t understand their thinking.

Fabulously helpful customer service. A parcel didnt reach me due to the Christmas rush and Mint Velvet helped me out with refunding the orginal order and reordering another pair, even going so far as to send a link so I didnt have to search for the product again myself. Makes me love them as a company even more!

Try before you buy facility

I am extremely disappointed with Mint Velvet’s customer service. Instead of processing a refund for an item I returned, they took another payment from my account. This is completely unacceptable.

What makes this even worse is that I can see I’m not the only customer this has happened to – many other clients have reported the same issue. This suggests a recurring problem rather than a so called one-off mistake.

Having to chase customer service to correct an error that should never happen in the first place is frustrating and stressful. A refund turning into an extra charge destroys trust in the brand.

I expect better from a company like Mint Velvet.
I would be very cautious about ordering from them!!!!

I purchased 2 jumpers for my fiancé, both the same design but 2 different sizes. It was a Christmas present. My plan was the one that didn’t fit I would return and keep the one that did.
I filled in the form on their online portal to request a refund for the larger size jumper.

Everything was very straightforward.
UNTILL!
I checked my account and instead of refunding me they took more money from me. I called Mint Velvet and spoke with a lovely woman, I explained what had happened. She then looked into it and explained that give it a couple of days the refund will show.
So I waited, still no change still the money was taken from my account. I spoke with the credit card company and they said, MINT VELVET HAVE DEFINITELY TAKEN AN EXTRA PAYMENT INSTEAD OF A REFUND. She explained it is something purchase not refund.
I went back to Mint Velvet they said they would look into it and call me back in a couple of hours.
They ring back saying “We definitely have not taken funds from your card” There was nothing they could do for me.
So now they OWE ME TWO PAYMENTS!
Now I have to start a bloody process of getting my money back from them through my card provider.

I am FURIOUS beyond belief. In this day and age, with all the technology we have available, you’d think processing a BASIC REFUND would be the simplest thing a business could do - but not this company.

I wonder how many more customers they have taken money from with this same excuse!
On a personal note I’m recovering from 2 triple heart bypass surgery, I really don’t need this stress!

Delay with despatched delivery. Evri (cough). Contacted chat box on mint velvet, immediately dealt with, refunded and reordered original item with a discount and free next day delivery. So grateful, so easy, thanks.

I needed an update on the status of a returned parcel and a price query. When I called, I expected to be on the phone for at least an hour, explaining and trying to resolve the issues. The lovely customer service lady called Ellie could not have been more helpful. She explained and resolved the issues within 5 minutes. I couldn't believe how brilliant she was. I was made to feel like a very valued customer. Ellie is a credit to the company! I will definitely be ordering from Mint velvet again. This company IS the bench mark for all customer service helplines! Thankyou

I purchased 2 sizes of the same dress in late November, I returned one back to the store and was given a refund receipt saying my card would be refunded.
On upon looking at my visa statement yesterday (January) I noticed I’d hadn’t been given a refund.
I rang customer services and spoke to a lovely lady called Sophie who said she would look into the issue and send me an email regarding the outcome.
Within 15mins I received an email and a refund on my card .. Sophie’s attitude and kindness was exemplary and speediness of rectifying my issue was second to none , I just wish more companies could employ Sophie’s .
Thanks again Julie

Love the clothes but also Mint velvet’s on line support is excellent … I would like to mention Rebekka who resolved an issue so quickly and efficiently for me . Thank you

Orders an item on 19 December. As of 4 January not one update. I have made contact, no reply, delivery was to Aberdeen store. Whilst 2 public holidays have occurred, I have received orders from H&M and other companies in this period. Really poor customer service and total lack of communication. Will be requesting a full refund as the item was for the festive season

I feel that the quality of clothing by this brand has decreased dramatically. I have made a few purchases but recently, 2 of the 3 orders have been returned as faulty. I’ve given 2 stars for customer services but I’m not giving any stars for the garments. You need to realise that if you are buying from Chinese sweat shops you can’t charge £99 for a cardigan or over £100 for a dress when the quality is the same as a cheap Chinese brand.

Visited the store in Edinburgh yesterday, while trying on some outfits the girls thought my wife looked a little pale and promptly provided her with some water and small chocolate sweets, they were so helpful and caring, katie and Leah were absolute stars going the extra mile, after a period of time she chose a few outfits, as we concluded our purchases Katie also mentioned the personal shopper service, that my wife will take advantage of, next time we are in Edinburgh.
Great positive service experience delivered by professional caring girls. Thank you so much.

This fashion chain discriminates shorter people! They refuse to stock short lengths in store only stocking regular and long. Their staff who are overall very friendly state that they have never and will never stock short in jeans or trousers and say shorter people have to purchase online only! Why ??? is being shorter in the leg a crime with this store??

I ordered two pairs of earrings - one £25 and the other £35. Both are made of incredibly cheap material, you can get better from accessorize for half the price. They both gave me infections in my ears

I love Mint Velvet but I am very disappointed that a top that has been reduced in price in their own shops, online and through other retailers, in fact, everywhere except NEXT. It is in stock in NEXT but apparently NEXT do not price match. It is also not going into the NEXT sale. Mint Velvet please sort this out. It is just not right. The price has changed from £110 to £65 so it is a significant difference.