Support Policy Page

Midket is committed to giving fast, friendly, and helpful support to every customer. This Support Policy explains how to reach us, our response targets, what we can and can’t help with, and how we handle complaints and escalations.

How to contact support

• Phone (WhatsApp-friendly): 08147053629

• Email: [email protected]

• Help center / Contact form: Use the “Contact” or “Support” page on midket.com

Support hours

• Standard support: Mon–Sat, 9:00 AM – 6:00 PM (WAT)

• We monitor email and WhatsApp outside these hours and will respond as soon as possible, but non-business-hour replies may be delayed.

Response time targets

• Order support / delivery issues: first response within 4 business hours.

• Payment or billing inquiries: first response within 6 business hours.

• General questions (product info, how it works): first response within 24 hours.
  (These are targets — actual times may vary depending on volume and complexity.)

What we can help with

• Placing, changing, or cancelling orders (subject to our Terms).

• Tracking and delivery updates for packages we purchased or dispatched.

• Payment confirmations and receipts.

• Help choosing the right product or packaging for international delivery.

• Reporting damaged, missing, or incorrect deliveries.

What we cannot do

• We are not a carrier — we do not control customs, airline delays, or local courier operations. Where delays or losses are caused by customs or carriers, we will still assist with claims and information but cannot guarantee carrier performance.

• We cannot process orders or refunds for purchases made outside Midket’s ordering channels (e.g., direct purchases with third-party vendors unless explicitly arranged).

Escalation & complaints
If you’re unsatisfied with our first-level response:

1. Reply to the support message and request escalation.

2. We will assign a senior agent and aim to resolve escalations within 48 hours.

3. If still unresolved, email [email protected] with subject line: “Escalation — Order #[your order number]” and we will arrange managerial review.

Refunds and disputes
Refunds and dispute handling follow the Terms & Conditions and our Refund Policy. Support can assist with raising refund requests but outcome depends on the order’s status, supplier and delivery partner policies, and evidence provided (photos, receipts, tracking).

Customer responsibilities

• Provide clear, accurate contact, shipping and recipient information.

• Supply required documents for customs when requested (for certain items/destinations).

• Respond to support requests and provide evidence (photos, order number) where needed.

Feedback
We welcome feedback. Use support email or feedback forms to tell us what we can improve.