MIDU CUSTOMER CARE
Order Support
Need help with an order placed on www.midu.uk? This page explains how to request support for order confirmation, payment issues, address changes, cancellations, delivery updates, and post-purchase questions.
Before contacting us
To help us review your request faster, please include your order number, the email address used at checkout, and a clear description of the issue. If your request relates to delivery, damage, payment, or a product issue, please include any relevant photos, screenshots, or courier information where available.
Order number
Include your order number so we can locate your order quickly and accurately.
Checkout email
Use the same email address you entered at checkout whenever possible.
Clear description
Tell us what happened, what you need help with, and whether the request is urgent.
Photos or screenshots
For delivery, damage, payment, or product issues, supporting images can help us review the case faster.
Order confirmation issues
After placing an order, you should receive an order confirmation email. Please check your inbox, spam folder, and any email address you may have used during checkout.
If you cannot find your confirmation email, contact us at [email protected] with your name, checkout email address, approximate order time, and any payment reference you have.
Changing an order
If you need to change an order, contact us as soon as possible. We may be able to help before the order is processed, packed, or dispatched.
Once an order has entered fulfilment or has been handed to a courier, changes may not be possible. In that case, your request may need to be handled through the delivery, cancellation, or return process.
Common change requests
Address correction, size or colour change, contact detail update, order cancellation request, or payment-related support.
Delivery address changes
If your delivery address is incorrect, contact us immediately. Address changes can only be reviewed before the order is dispatched. We cannot guarantee that a delivery address can be changed after processing has started.
We will review whether the delivery address can still be corrected before the order leaves fulfilment.
We may be unable to change the address once the courier has received the parcel.
Any courier redirection options may depend on the courier, delivery country, and parcel status.
Please check your delivery details carefully before placing your order.
Payment or checkout problems
If your payment failed, appears duplicated, or shows as pending, please check with your bank or payment provider first. Payment decisions may be made by your card issuer, wallet provider, bank, or payment service provider.
For more information, please read our Secure Payment page.
Order cancellation requests
If you want to cancel an order, contact us as soon as possible. If the order has not been processed or dispatched, we will review whether cancellation is still possible.
If the order has already been delivered, your cancellation and return rights may be handled under our Return & Refund Policy. Nothing on this page limits your statutory rights.
Tracking and delivery updates
If tracking is available, tracking information will usually be provided after dispatch. Courier tracking may take time to update, especially during busy periods, weekends, holidays, or international transit.
You can visit Track Your Order for order tracking support, or contact us with your order number if tracking has not updated for several days.
Damaged, faulty, or incorrect items
If your item arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible. Include your order number and clear photos of the item, packaging, labels, and any visible issue.
Depending on the circumstances and your legal rights, we may offer a repair, replacement, refund, or another suitable resolution. This does not affect your statutory rights.
Returns and refunds
Return and refund requests are handled according to our Return & Refund Policy. Please do not send items back before receiving return instructions from us.
For eligible online orders, consumers may have cancellation rights under UK distance selling rules. Some exclusions may apply, such as certain personalised goods, sealed hygiene goods once opened, or items used beyond normal inspection.
Information we may use to help you
To respond to your order support request, we may use information such as your name, email address, order number, billing details, shipping details, payment status, courier information, support messages, and any files you choose to send us.
We handle personal information according to our Privacy Policy. The UK GDPR requires organisations to provide clear and concise privacy information about how personal data is used. :contentReference[oaicite:1]{index=1}
Need help with an order?
Email us with your order number, checkout email address, and a short explanation of the issue. Please include photos or screenshots where relevant.
