Shoppers often point to standout in-store support, naming staff who offer personal help. Many say chat and phone teams sort issues quickly. Others describe repeat operational slip-ups: slow or missing refunds, incorrect charges, and fulfilment mistakes. Several reviewers also worry about fabric quality dropping and garments being poorly finished.
Examples from available reviews (Sep 2022 – Mar 2026).
Julie provided thoughtful, pressure-free, friendly service.
“She took the time to really listen, offered thoughtful advice without any pressure”
Company charged an extra payment instead of processing a refund.
“instead of processing a refund for an item I returned, they took another payment from my account.”
Received pale pink trousers and shirt with cheap, creased, see-through fabric.
“the fabric is cheap and nasty!”
Enjoys Mint Velvet but Evri delivery arrived late and damaged.
“parcel sent via Evri this week arrived late and damaged.”
Store teams get frequent praise for friendly, personal service and named styling help. Operational service is mixed: some orders are fixed fast, while others involve the wrong items, duplicate charges, or returns that go missing. Frontline staff stand out as the main positive theme, while fulfilment errors are the main negative one.
Some customers say the clothes feel like poorer value, pointing to cheaper fabrics and overseas production shown on labels. Complaints often mention polyester blends, thinner leggings, and higher US pricing. Positive notes about quality appear too, but less often.
In-store options like personal shopping and “try before you buy” draw strong praise. Delivery and collection frustrate some shoppers, with reports of late or damaged parcels. A few reviews also flag care instructions and impractical garment care as usability issues.
Several reviews mention weak finishing, raw hems, see-through or thin fabrics, and a loss of what they saw as the brand’s earlier look and feel. A few customers praise specific items, such as a jumper’s texture, but these comments are limited. Complaints about trousers, leggings, and dresses come up repeatedly.
Many reviewers describe quick, helpful support on chat and phone, sometimes naming agents who called back. Others report queries going unanswered or replies arriving slowly, especially about returns and refunds. One reviewer specifically mentioned a technical issue with postal returns.
Feedback splits between highly rated in-store service and poorly rated operational or product problems. Warm retail interactions and fast one-off fixes sit alongside repeat complaints about refunds, fulfilment, and quality. That gap drives many overall impressions.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (19) · Reviews (1) · Quotes shortened · As of: March 2026
Julie provided thoughtful, pressure-free, friendly service.
“She took the time to really listen, offered thoughtful advice without any pressure”
Product quality and finish disappointing, but customer service praised.
“increasingly find their products don't live up to my expectations in terms of quality and finish”
Thick dress was impossible to wash and impractical to care for.
“Label stated handwashing but too heavy to spin in machine”
Items are beautiful but have flaws in finish and durability.
“the pleats of the dress had raw hem which means the threads were sticking out”
Enjoys Mint Velvet but Evri delivery arrived late and damaged.
“parcel sent via Evri this week arrived late and damaged.”
First purchase had multiple fulfilment errors with mismatched shoes.
“they’d sent two right feet, one size 5 and one sized 6.”
Customer service was excellent and handled a return very promptly.
“customer service was second to none - nothing was too much trouble”
Return wasn't refunded and required personal phone follow-up.
“Apparently there was a massive technical glitch with Royal Mail returns.”
Refunds take over ten days and customer service was unresponsive.
“Mint velvet are telling me over 10 days which I feel is too long”
Chichester staff were sympathetic and enabled in-store purchase for husband.
“They were very sympathetic and caring and enabled my husband a couple of days later to purchase in store.”
Try-before-you-buy worked well and returns process was quick and easy.
“No taking money & having to wait weeks for a refund”
Customer service didn't respond about inconsistent product images and quality.
“customer services can not be bothered to answer.”
Customer service refunded and reordered promptly, easing the issue.
“refunding the orginal order and reordering another pair”
Try-before-you-buy facility is offered by the store.
“Try before you buy facility”
Company charged an extra payment instead of processing a refund.
“instead of processing a refund for an item I returned, they took another payment from my account.”
Refund error resulted in an extra charge requiring card-provider intervention.
“So now they OWE ME TWO PAYMENTS!”
Chat support refunded and reordered item with discount and free delivery.
“Contacted chat box on mint velvet, immediately dealt with, refunded and reordered original item with a discount and free next day delivery.”
Ellie resolved return and price query quickly, making customer feel valued.
“The lovely customer service lady called Ellie could not have been more helpful.”
Sophie promptly investigated and secured a refund within minutes.
“Sophie’s attitude and kindness was exemplary and speediness of rectifying my issue was second to none”
Online support resolved issue quickly and efficiently.
“I would like to mention Rebekka who resolved an issue so quickly and efficiently for me .”
Personal styling appointment was excellent from contact to fitting.
“It was lovely to walk in and have clothes selected for me”
Staff were kind and very helpful choosing wedding outfits.
“Emma particularly went to a great deal of trouble”
Regular customer was disappointed by inattentive, rude staff.
“One girl was playing on her phone at the top of the stairs.”
Store staff provided helpful information and great customer service.
“staff could not have been more helpful”
Customer service quickly arranged an exchange across stores, resolving issue.
“she was absolutely fabulous - understanding, kind and incredibly helpful.”
Sizing inconsistent and linen quality this year was poor.
“The quality of the linen this year is very poor.”
Personal shopping appointment was friendly, helpful and pressure-free.
“My stylist was Molly she was lovely and put me at ease”
Longtime online customer praises consistently impeccable customer service.
“They are always impeccable in their customer service”
Isabella provided friendly, knowledgeable and non-pushy assistance.
“She's friendly - welcoming - helpful - knowledgeable”
Staff member Sarah provided a welcoming service with coffee and styling.
“Enjoyed a wonderful welcome, coffee and advice from Sarah today.”
Refunds are taking excessively long, leaving customer still unpaid.
“I am appalled at the amount of time it takes for a refund to be cleared.”
Customer service quickly resent parcel with 24-hour delivery after fault.
“A replacement was sent out there and then with 24 hour delivery via Royal Mail”
Products now use polyester made in China, felt poor value for money.
“made in china & polyester fabric shocking value for money”
Glasgow store staff were dour, unfriendly and unhelpful.
“Dour staff and not exactly friendly or especially helpful.”
Victoria provided an excellent impromptu personal shopper experience.
“Served by Victoria who provided a personal shopper experience without an appointment.”
Return refund was delayed and response to queries was slow.
“I have received a refund notification but have to allow for “processing” of another 5 working days.”
Found alarm tag still attached and staff treated customer like a shoplifter.
“I was treated like a shoplifter by the staff.”
Customer service apologised and quickly resolved an EVRi delivery problem.
“Mint Velvet were supper quick to apologise and stepped in to resolve the problem quickly.”
Refund issued for wrong item and customer service ignored repeated contacts.
“they refunded me they did so for a cheaper item which I didn’t return.”
Sizes run small and refund processing is slow and frustrating.
“Sizes run way too small and the return process is awful.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Mint Velvet is a UK womenswear retailer focused on contemporary clothing and wardrobe staples. It sells dresses, knitwear, trousers, and accessories online and through physical stores. The range blends casual and tailored pieces for everyday wear and seasonal refreshes. Product photos and descriptions are provided to help with online buying and sizing decisions.