MIDU CUSTOMER CARE
Complaints Policy
This Complaints Policy explains how customers can raise a complaint with Midu, what information should be provided, how we review complaints, and what steps may be available if a matter cannot be resolved immediately.
Purpose of this policy
Midu aims to provide a clear, fair, and responsive customer support process. This Complaints Policy explains how you can contact us if you are unhappy with an order, delivery, product, payment, return, refund, website experience, customer service response, or other issue connected with www.midu.uk.
This policy should be read together with our Terms of Service, Shipping Policy, Return & Refund Policy, and Privacy Policy.
How to make a complaint
To make a complaint, please email us at [email protected]. Please include enough information for us to understand the issue and review it properly.
Order number
Include your order number where the complaint relates to an order, product, delivery, return, or refund.
Checkout email
Use the same email address used at checkout whenever possible so we can locate your order faster.
Clear explanation
Explain what happened, when it happened, and what outcome you are requesting.
Photos or files
For product, delivery, payment, or website issues, please include photos, screenshots, or courier information where relevant.
What you can complain about
You may contact us if you are unhappy with your shopping experience, product condition, order handling, delivery, refund process, payment issue, website information, customer support, or how a previous request has been handled.
We ask customers to contact us promptly after discovering an issue so that we can review the matter while the relevant order, delivery, product condition, or support record is still clear.
Common complaint types
Damaged item, incorrect item, missing delivery, delayed refund, payment issue, order cancellation, return dispute, support delay, or unclear product information.
Complaint review process
After receiving your complaint, we will review the information provided and may check the relevant order, payment status, delivery record, product information, customer support history, return request, or other relevant details.
We receive your complaint through [email protected] and identify the relevant order or issue.
We review the information provided and may ask for further details if the complaint is incomplete.
We assess the issue against the order details, product information, policies, and applicable consumer rights.
We respond with an explanation, next steps, or a proposed resolution where appropriate.
Response times
We aim to review and respond to complaints as soon as reasonably possible. Response times may vary depending on the complexity of the issue, whether courier or payment provider information is needed, and whether we need additional details from you.
If your complaint requires more time to investigate, we may send an update explaining that the matter is still under review. Please keep your order number and support email thread available until the complaint is resolved.
Possible resolutions
The appropriate resolution will depend on the nature of the complaint, the product, order status, delivery status, payment status, available evidence, and your legal rights.
Depending on the situation, a resolution may include further explanation, order correction, replacement review, refund review, return instructions, courier investigation, payment support, or another suitable action. Nothing in this policy limits your statutory rights.
Damaged, faulty, or incorrect items
If your complaint relates to a damaged, faulty, incorrect, or not-as-described item, please contact us promptly with your order number and clear photos of the item, packaging, labels, and any visible issue.
Please keep the item and packaging until we confirm the next steps. In some cases, courier packaging or product photos may be needed to review the issue properly.
Delivery complaints
If your complaint relates to delivery, please include your order number, tracking number where available, delivery address, and a description of the problem.
Tracking updates may sometimes be delayed. We may need to check the courier status before confirming next steps.
If a parcel appears missing, we may need to request courier investigation or delivery confirmation details.
Please keep all packaging and provide clear photos of the parcel and product condition.
Incorrect or incomplete address details may delay delivery or cause failed delivery attempts.
Payment and refund complaints
If your complaint relates to a payment, failed payment, duplicate charge, pending payment, refund timing, or refund method, please include your order number, checkout email address, payment date, and any payment reference available.
Refund processing times may vary depending on the payment provider, bank, card issuer, wallet provider, and transaction status. For more details, please read our Secure Payment page.
Returns and cancellation complaints
If your complaint relates to a return, refund, cancellation, or change-of-mind request, we will review it according to our Return & Refund Policy and Order Cancellation Policy.
For eligible online orders, consumers may have cancellation rights under UK distance selling rules. Some exceptions may apply, including certain personalised goods, sealed hygiene goods once opened, or items used beyond normal inspection. This policy does not reduce your statutory rights.
If you are not satisfied with our response
If you are not satisfied with our response, you can reply to the same support email thread and explain why the response has not resolved your complaint. Please include any additional evidence, details, or outcome you are requesting.
We may review the matter again, ask for more information, or explain our final position. You may also seek independent consumer advice if you believe your consumer rights have not been respected.
Complaints about privacy or personal data
If your complaint relates to personal data, privacy, marketing communications, cookies, or your data rights, please contact us at [email protected] and clearly mark the message as a privacy-related request.
We handle personal information according to our Privacy Policy and cookie choices according to our Cookie Policy.
Abusive, fraudulent, or unreasonable complaints
We aim to handle complaints fairly and respectfully. We may limit or refuse to engage with communications that are abusive, threatening, fraudulent, repeatedly duplicative, or unrelated to a genuine customer issue.
This does not prevent customers from raising legitimate complaints or exercising their statutory rights.
Updates to this policy
We may update this Complaints Policy from time to time to reflect changes in our customer support process, website operations, legal requirements, or business practices. The latest version will be posted on this page.
Submit a complaint
Email us with your order number, checkout email address, a clear explanation of the issue, and any supporting photos or screenshots where relevant.
