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
Return claimed lost and company refused to issue refund for over $100.
“now they are claiming that my return is lost and no refund will be issued.”
Staff located out-of-stock skirt and arranged home delivery promptly.
“she arranged for it to be delivered to our home address.”
Miranda provided excellent customer service, encouraging return visits.
“The lady, Miranda, who served me had excellent customer service”
Hitchin store staff were exceptional and handled purchases efficiently.
“What a change to go into a store and the staff are so helpful.”
Evie and Monica provided excellent, helpful service during visit.
“As always Mint Velvet staff are so helpful .”
Suzanne's styling led to lovely outfits and a great morning.
“I had another styling with Suzanne at Harrogate and again left with some lovely outfits”
US dollar prices were significantly higher than pound equivalent.
“They hike up the price just bc it’s the US.”
Scott promptly resolved a missing parcel and ensured timely resent delivery.
“Scott sorted it out straight away, got my parcel resent and followed up”
Petersfield staff were nice but new Chichester store and collection disappointing.
“Love Mint Velvet in Petersfield the staff very nice.”
Reviewer says Mint Velvet has declined and products are no longer desirable.
“it’s gone so downhill.”
Received pale pink trousers and shirt with cheap, creased, see-through fabric.
“the fabric is cheap and nasty!”
Longtime customer disappointed that new clothing lacks the brand's identity.
“you have lost your roots and identity.”
Leggings quality declined with thinner fabric and less Lycra.
“Thinner fabric and much less Lycra”
Friendly staff in Cardiff store were very helpful and welcoming.
“I was greeted by the most adorable couple of ladies, so so helpful!!”
Mint Velvet is a fantastic choice for any woman looking for fashionable clothing, footwear and accessories. As a satisfied customer, I must say that my shopping experience here was wonderful. First of all, their collection of trendy dresses and separates made choosing an outfit super easy. They had everything from casual wear to more formal attire.
Their website is also user-friendly with excellent filters that allowed me to find exactly what I wanted quickly without wasting time scrolling through endless pages. Furthermore, the quality of the items exceeded my expectations; each item was carefully designed and made with great attention to detail.
I really appreciated their prompt next-day delivery service on orders over £100 which saved me time waiting in long lines at traditional stores or paying extra fees for expedited shipping elsewhere.
Overall, if you are seeking stylish products designed using top-quality materials along with an efficient customer experience - then Mint Velvet is definitely worth checking out.
Customer experienced rude, unhelpful staff and scuffed shoes in Windsor store.
“Thoroughly unpleasant experience and rude staff member.”
Sophie professionally resolved the customer's order problem and called back.
“this lady is a credit to you very professional”
First order delighted customer praising jumper's texture and quality.
“delighted with the texture and quallity of the jumper”
Manager Tania provided fantastic customer service and kept them updated.
“fantastic Customer Service that I received from Tania the manager”
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.