MIDU CUSTOMER CARE
Order Support
Need help with an order placed through midu.uk? This page explains how MIDU Commerce LLC handles order confirmation, payment concerns, address corrections, order changes, cancellations, tracking, delivery updates and post-purchase support.
Before contacting us
To help MIDU Commerce LLC review your request efficiently, include your order number, the email address used at checkout and a clear description of the assistance you need. If your request relates to delivery, product damage, payment or a website issue, include relevant photographs, screenshots, video or courier information where available.
Order number
Include your order number so that we can locate and review the correct order.
Checkout email
Contact us using the same email address entered at checkout whenever possible.
Clear description
Explain what happened, when it occurred and the resolution or assistance you are requesting.
Photos or screenshots
For delivery, payment, product or website concerns, supporting evidence may help us review the matter.
Order confirmation issues
After placing an order through midu.uk, you should receive an order confirmation email. Check your inbox, spam or junk folder and any other email address you may have used during checkout.
If you cannot locate the confirmation email, contact us at support@midu.uk and provide your full name, checkout email address, approximate order date and time, payment amount and any payment or transaction reference available.
Changing an order
If you need to change a product, quantity, size, colour, contact detail or other order information, contact us as soon as possible. We may be able to help before the order enters fulfilment, preparation, packing or dispatch.
Once an order has entered fulfilment or has been transferred to a supplier, warehouse or courier, changes may no longer be possible. The request may then need to be handled through the cancellation, delivery or return procedures.
Common change requests
Delivery address correction, size or colour change, quantity update, contact detail correction, cancellation request or payment-related support.
Delivery address changes
If the delivery address supplied with your order is incorrect or incomplete, contact us immediately. Address corrections can only be reviewed before dispatch, and we cannot guarantee that an address can be changed after processing or fulfilment has started.
We will review whether the address can still be corrected before the parcel leaves the fulfilment location.
We may be unable to change the address after the courier or logistics provider has received the parcel.
Redirection options depend on the courier, destination, parcel status, customs requirements and local delivery rules.
Review the recipient name, street address, unit number, city, region, postal code and phone number before submitting the order.
Payment or checkout problems
If your payment failed, remains pending, appears duplicated or was declined, first review the payment details and any message displayed by your bank or payment provider. Payment authorisation decisions may be made by your bank, card issuer, digital wallet or payment service provider rather than directly by MIDU Commerce LLC.
A pending card authorisation and a completed charge may temporarily appear as separate entries. If you believe you were charged more than once, contact us with your order number, payment date, amount and supporting screenshot. For more information, read our Secure Payment page.
Order cancellation requests
If you want to cancel an order, contact MIDU Commerce LLC as soon as possible. If fulfilment, preparation or dispatch has not started, we will review whether cancellation is still available. Submitting a request does not guarantee that the order can be stopped.
If the order has already been dispatched, you may need to wait for delivery and request an eligible return. If it has already been delivered, cancellation and return rights will be handled under our Return & Refund Policy. Nothing on this page limits mandatory consumer rights.
Tracking and delivery updates
Where tracking is available, tracking information will normally be provided after dispatch. Courier information may take time to update, particularly during weekends, public holidays, customs clearance, peak shopping periods or international transit.
Visit Track Your Order to review available shipment information. Contact us with your order number and tracking number if the status has not updated for several business days or the estimated delivery period has passed.
Damaged, faulty or incorrect products
If a product arrives damaged, appears faulty, is incorrect, incomplete or materially different from its description, contact us as soon as reasonably possible. Provide your order number and clear photographs of the complete product, packaging, shipping label and specific issue.
Keep the product, accessories, labels and packaging until we confirm the next steps. Depending on the circumstances, supporting evidence, available stock and applicable legal rights, MIDU Commerce LLC may consider repair, replacement, authorised return, partial refund, full refund or another appropriate resolution.
Returns and refunds
Returns and refunds are handled according to our Return & Refund Policy. Do not send products to our principal business address or any other address before receiving return approval and the correct return instructions from MIDU Commerce LLC.
Depending on your location and applicable consumer law, you may have a right to cancel and return an eligible online purchase within a specified period. Product exclusions and return-condition requirements may apply, including for personalised goods, opened hygiene-sensitive products or items used beyond reasonable inspection.
Information we may use to help you
To respond to an order-support request, MIDU Commerce LLC may use information including your name, email address, order number, billing and shipping details, payment status, transaction reference, courier information, customer-service messages and any photographs, screenshots, video or other files you choose to provide.
Personal information submitted for order support is handled according to our Privacy Policy. We use the information to identify the relevant order, communicate with you, investigate the request, prevent fraud and provide an appropriate customer-service response.
Need help with an order?
Email MIDU Commerce LLC with your order number, checkout email address and a clear description of the issue. Include photographs, screenshots, video or tracking details where relevant.
