SHIPPING
Dollar prices at checkout are inclusive of all import tax and duties.
What shipping options do you provide?
We currently offer two shipping options, please see below.
Do you offer free shipping?
Free express shipping for all orders placed over $350
Standard USA Shipping - $10
Our standard shipping is expected in 6-8 working days (subject to customs clearance). Your order will be shipped by FedEx.
Express USA Shipping - $15
Our express shipping is expected in 5 working days (subject to customs clearance). Your order will be shipped by FedEx.
Which shipping provider do you use?
Your parcel will be shipped by FedEx and you will receive tracking information once your order has been despatched.
Can I change the address on my order once it has been placed?
If your order hasn't been despatched, we might be able to change the address for you, but this may delay your order. Give us a call on 1-866.615.1818 and we'll be happy to look into this for you.
Can you ship to a PO box?
Unfortunately, we are unable to ship to a PO box
Can I upgrade my shipping after I have placed my order?
Unfortunately, we are unable to change your shipping option once your order has been placed.
Can I track my order once it has been despatched?
Once your parcel has been despatched, you can track your order here.
placed.
Do you have information on US Customs Clearance?
When goods enter the United States from overseas, it is considered an importation and must be cleared by U.S. Customs and Border Protection (CBP). When an individual or company purchases goods from an overseas supplier, CBP considers them the ultimate importer. The ultimate importer's identification number is either the Employers Identification Number (EIN) tax identification number assigned by the IRS or the importer's social security number. Our shipping partner DHL helps to clear the goods at US Customs on your behalf, therefore after you place an order with us, you might be contacted by DHL with a request to provide your identification number. Please note that this is a legal requirement by the US Government for all overseas importations where goods value reach certain clearance parameters and entry types. At the time of adding this to our website, the threshold for these particular order types are $800 per order.
I have a problem with my shipping, what should I do?
We’re sorry to hear you are experiencing a problem with your delivery.
Please contact us and we’ll sort it for you, email us at customercare@mintvelvet.com or call us on 1-866.615.181
RETURNS
What is your returns policy?
If something is not quite right or you’ve changed your mind – returns are easy and free!
There are 3 ways in which you you can return to us. Choose from the below choices and return the unworn item(s) to us within 28 days for a full refund.
How do I return my item?
1. Complete the Postal Returns Note (you will find this inside your parcel) and enclose with your item/s inside your returns parcel.
2. Visit here (this will take you to a different website) to generate your pre-paid free return label.
3. Enter your order number and your email address, then click next.
4. Select the item/s you wish to return, choose a reason from the drop down menu and click next.
5. Print the free pre-paid return label and affix it securely to the outside of the package.
6. Now, you can either drop off your parcel or arrange for a collection.
Option 1 – Drop your parcel to a USPS
Using this method may mean your refund could take between 3-5 weeks to process
1. Take your parcel to a USPS office and wait for us to refund your order
Option 2 – Drop your parcel to a DHL local service point
1. To find your nearest service point please click here
2. Select your country from the drop down menu and enter your location
3. Select send a shipment
4. Select I have a shipment with a DHL label and click search
5. All available service points will be listed
Option 3 – Arrange for a DHL collection
1. Visit here
2. Select USA from the drop-down menu and click go
3. Enter your return waybill number that is printed on your return label and click schedule pickup
4. Fill out the schedule pickup form. Your pickup address will populate automatically, based on your waybill number
5. Check the details are correct and then click schedule pickup
6. A summary and confirmation of your pickup will then display, please take a note of your booking reference number
7. All available service points will be listed
When will I receive my refund?
If you return your parcel via the Post Office, your refund could take between 3 & 5 weeks to process.
If you use options 2 or 3 to return your parcel, your return should be processed within 7 days of dropping off your parcel or your parcel being collected.
If you have any further queries, please contact our Customer Care Team by emailing customercare@mintvelvet.com or call us on 1-866.615.1818
