Reviews show a clear pattern of strong, personalised in‑store service and examples where customer care teams resolved delivery or exchange issues promptly. At the same time there are repeated complaints about slow refund processing, inconsistent sizing and some poorer fabric quality. If you value personal styling and in‑store help, several reviewers recommend visiting a branch; if buying online, check return and refund policies and keep proof of return. For fit‑sensitive purchases consider trying items in store or ordering with enough time to manage returns.
Examples from available reviews (Sep 2022 – Feb 2026).
Customer service quickly arranged an exchange across stores, resolving issue.
“she was absolutely fabulous - understanding, kind and incredibly helpful.”
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.”
Sizing inconsistent and linen quality this year was poor.
“The quality of the linen this year is very poor.”
Customer enjoyed a smooth, high-quality shopping experience with fast delivery.
“the quality of the items exceeded my expectations”
Many reviewers praise helpful shop staff and personal styling services, but a number report rude or inattentive employees and inconsistent in‑store experiences.
A minority of reviewers say fabrics and workmanship feel poor for the price, reporting garments that look worn after one wash.
A few reviewers note a user-friendly website and clear in‑store displays that make shopping easier, though this is mentioned infrequently.
Feedback on product quality is mixed: some praise design and materials, while others report inconsistent sizing, poor linen and fast wear after washing.
Customer service is often commended for resolving delivery and exchange issues quickly, but multiple reviews describe slow or missing refund responses.
Overall impressions vary: many customers report positive, loyalty‑building experiences, while a significant portion report disappointments with returns, fit or staff.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (19) · Reviews (1) · Quotes shortened · As of: February 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-based womenswear retailer offering clothing, footwear and accessories through an online shop and a network of physical stores. The brand targets contemporary women and sells seasonal collections across multiple channels. Shoppers commonly research product fit, fabric and returns before buying, so review summaries can help compare service, quality and after-sales handling.