Frequently Asked Questions

If you have any queries about our website, or are experiencing any problems using it, please look at our frequently asked questions below. You may also wish to refer to our terms & conditions and delivery & returns policy.

  1. Are my credit card details safe?
  2. Can I have express delivery?
  3. Can I order a product as a gift?
  4. Can I order in store for home delivery?
  5. Can I order online and collect in store?
  6. Can I pay using Matalan vouchers or credit notes?
  7. Can I place a bulk order for my business?
  8. Can I pre-order an out of stock item?
  9. How are your products priced?
  10. How can I change my e-mail address?
  11. How can I change my e-mail preferences?
  12. How can I contact customer services?
  13. How can I find my password?
  14. How do I cancel my order?
  15. How do I return an item?
  16. How long will it take for my order to be sent out?
  17. How long will it take?
  18. How much does delivery cost?
  19. I e-mailed customer services, but I haven’t had a reply.
  20. I have a query about a Matalan store.
  21. I’ve received the wrong products.
  22. I’ve seen an item in store, and I want to order it from the website.
  23. My item has been damaged in transit.
  24. My order hasn’t arrived.
  25. What are my statutory rights?
  26. What happens if the product I’ve ordered isn’t in stock?
  27. What happens if you can’t deliver to my address?
  28. What payment options are there?
  29. When is payment taken?
  30. When will my payment card be charged?
  31. Where do you deliver to?
  32. Why do I need to give you an e-mail address?
  33. Will I get a receipt?

1. Are my credit card details safe?

Yes, we’ll always keep your details secure. We only keep limited payment card details which are used for verification and fraud prevention. We do not retain your credit card number, other than the last four digits which will appear on your invoice. This is used if you return products in store to confirm we are refunding to the correct payment card.

2. Can I have express delivery?

You can get next working day delivery when you order before 5pm; if you choose to order next working day on a Saturday or Sunday your delivery won't be delivered until the following Tuesday. To keep up to date on the latest developments with our website, subscribe to our e-mail newsletter here.

3. Can I order a product as a gift?

Yes, we can deliver to addresses other than the address associated with your payment card. Unfortunalty we don’t offer a gift wrapping service at the moment. To keep up to date on the latest developments with our website, subscribe to our e-mail newsletter here.

4. Can I order in store for home delivery?

Not at the moment sorry. To keep up to date on the latest product information, subscribe to our e-mail newsletter here.

5. Can I order online and collect in store?

Yes, this service is now available across all Matalan stores, apart from clearance stores.Simply select standard delivery when in the checkout, log into your account or register, then select deliver to store, this is a free service. To keep up to date on the latest product information, subscribe to our e-mail newsletter here.

6. Can I pay using Matalan vouchers or credit notes?

It is not currently possible to pay using Matalan vouchers or credit notes. To keep up to date on the latest product information, subscribe to our e-mail newsletter here.

7. Can I place a bulk order for my business?

Whilst we welcome business orders, the products sold from this website are intended for domestic customers. They are not necessarily suitable for non-domestic or commercial use. There is no specific method for placing a bulk order, but if the quantity of items you want is available you will be able to order it. We reserve the right to charge an additional delivery charge for very large orders. If we intend to do this, we will contact you and discuss this.

8. Can I pre-order an out of stock item?

We don’t offer pre-ordering of out of stock items but if they’re coming into stock soon you can request an email to let you know when they’re available. To keep up to date on the latest product information, subscribe to our e-mail newsletter here.

9. How are your products priced?

Our prices are listed in pounds sterling, and are inclusive of VAT. The price you are charged will always be the current selling price for the items you have ordered.

10. How can I change my e-mail address?

If you want to change your e-mail address you can do this using the My Account section of the website. Alternatively, if you have not registered an account, you can contact Customer Services to change your communications preferences. Customer Services can be contacted by phone on 0333 0044444 or via e-mail at cs@matalanonline.co.uk.

You can write to customer services at:

Website Customer Services Matalan Gillibrands Road Skelmersdale WN8 9TB

(This address is not a returns address.)

11. How can I change my e-mail preferences?

If your have registered for an account you can change your preferences using the My Account section of the website. If you have not registered for an account, you will need to contact Customer Services if you wish to change your e-mail address or mailing preferences. Customer Services can be contacted by phone on 0333 0044444 or via e-mail at cs@matalanonline.co.uk. To ensure that you receive your reply, please make sure that you include cs@matalanonline.co.uk on your list of friends.

You can write to customer services at:

Website Customer Services Matalan Gillibrands Road Skelmersdale WN8 9TB

(This address is not a returns address.)

12. How can I contact customer services?

We hope that our FAQs and help pages will provide the answers to your questions, but don’t hesitate to give our friendly customer service team a call or email. You can also catch us on our Facebook page by using our Help Functionality.

Call: 0333 0044444 Monday- Sunday 8am- 6pm or via e-mail at cs@matalanonline.co.uk.

Alternatively, you can write to us at:

Website Customer Services Matalan Gillibrands Road Skelmersdale WN8 9TB

(This address is not a returns address.)

13. How can I find my password?

If you have forgotten your password, you can use the password recovery function on the login screen to request a reminder. Please note that customer services are not able to reset passwords or provide them to you.

14. How do I cancel my order?

Once your order has been placed, it is not possible to cancel it prior to delivery. You will need to refuse delivery of the parcel, or accept the delivery and return the goods to us. Please click here for details of how to return items.

15. How do I return an item?

Please click here for details of how to return items.

16. How long will it take for my order to be sent out?

Once you place your order, we will pick your items from our warehouse, and pack them for dispatch.

For latest delivery information please see our delivery & returns page.

17. How long will it take?

For latest delivery information please see our delivery & returns page.

18. How much does delivery cost?

Standard delivery is £3.50 or free if you spend over £50.00.

Next day delivery costs £4.50.

Alternatively we now offer free Click & Collect delivery to your local Matalan Store. Terms & conditions apply. View Delivery and Returns Page

19. I have e-mailed customer services, but I haven’t had a reply.

Try checking the settings of your e-mail client or webmail account to make sure that our reply has not been blocked by your spam filter. To avoid this, you can add cs@matalanonline.co.uk to your list of friends.

20. I have a query about a Matalan store.

Customer services will be happy to help you. You can contact customer services by telephone on please call customer services on 0333 0044444 or via e-mail at cs@matalanonline.co.uk.

Alternatively, you can write to us at:

Website Customer Services Matalan Gillibrands Road Skelmersdale WN8 9TB

(This address is not a returns address.)

21. I’ve received the wrong products.

If your order is incorrect, you may return any unwanted items to your nearest Matalan store. If the products you wanted are in stock in store, the store staff will be pleased to arrange an exchange. Alternatively, you can return the unwanted items to us by post for a refund. Unfortunately, we can’t arrange exchanges via post. Click here for details of how to make a return.

22. I’ve seen an item in store, and I want to order it from the website.

Our website stocks most of the Matalan range with some extra online exclusive items that you wont find in our stores.

To keep up to date on the latest product information, subscribe to our e-mail newsletter here.

23. My item has been damaged in transit.

If you find that a product is damaged when you receive it, please return it to your local Matalan store for a full refund. Alternatively, you can return it to us by post. Please click here for details of how to return items. You will need your delivery note when making a return. Please safely dispose of any broken glass before returning your item to us.

24. My order hasn’t arrived.

For latest delivery information please see our delivery & returns page.

You can track your order from the link on your order dispatch email. If you cannot find your parcel details, or you have another query, we will be happy to help you. You can contact customer services by telephone on please call customer services on 0333 0044444 or via e-mail at cs@matalanonline.co.uk. To ensure that you receive your reply, please make sure that you include cs@matalanonline.co.uk on your list of friends.

Alternatively, you can write to us at:

Website Customer Services Matalan Gillibrands Road Skelmersdale WN8 9TB

(This address is not a returns address.)

25. What are my statutory rights?

We want you to be happy with your purchase, but we know that occasionally you may want to return items. That’s why we have a 28 day returns policy. In addition, by law, you have the right to cancel the purchase of an item within seven working days of the day after the date the item is delivered. To cancel your purchase within the seven-working-day cooling-off period you will need to send the item to us, together with a letter telling us you wish to cancel. We can only accept cancellations where the goods are posted to us at:

Matalan Distance Selling Returns DC Goods In Gillibrands Road Skelmersdale WN8 9TB

You will need to pack the cancelled item(s) securely and send them to us so that we receive it within seven working days of the day after the date that the item was delivered to you. We advise you use a recorded-delivery service for returning cancelled goods. Please note that you are responsible for the costs of returning the cancelled items to us (unless we sent you the wrong item, or the item is damaged or defective). If you try to cancel without returning the goods, we will arrange for them to be collected from your address. This will be at your cost, and is likely to be significantly more expensive than returning them to us by post. We will issue your refund once we receive notice of your cancellation.

For more information on your right to withdraw from your purchase within the seven working day cooling-off period, for more information visit: http://www.which.co.uk/consumer-rights/regulation/distance-selling-regulations/#link-1. This FAQ answer is not a complete statement of your statutory rights. For more information on your statutory rights, you should speak to your local Trading Standards office.

26. What happens if the product I’ve ordered isn’t in stock?

Our website system is designed to ensure that stock levels are always accurate, and that products ordered are available. Unfortunately, there may sometimes be errors, and occasionally products which are available from our website may be out of stock in our warehouse. If this happens, we will only ship you any items from your order which are in stock. You will not be charged for out of stock items.

27. What happens if you can’t deliver to my address?

Sometimes there may be problems delivering to the address which you have given us. If this happens, we will contact you to discuss this.

28. What payment options are there?

We accept the following payment types:

  • Visa
  • Visa Electron
  • MasterCard
  • Delta
  • PayPal

It is not currently possible to pay using any other payment method and we will only accept your offer to purchase a product or products from us where payment for such product or products is being tendered by a credit card or debit card which is registered in the United Kingdom. To keep up to date on the latest developments with our website, subscribe to our e-mail newsletter here.

29. When is payment taken?

Payment is taken at the point of dispatch. You should receive an e-mail confirming that your parcel has been dispatched, and payment will be taken shortly afterwards.

For PayPal orders your account will be charged as soon as we receive your order but payment not taken until your order is on its way to you.

30. When will my payment card be charged?

We do not charge your payment card until your order is being dispatched from our warehouse. For PayPal orders your account will be charged as soon as we receive your order but payment not taken until your order is on its way to you.

31. Where do you deliver to?

We can deliver to any part of the United Kingdom. At this stage we are not able to deliver to locations outside of the UK, including the Republic of Ireland, the Channel Islands, or Mainland Europe. Sometimes there may be problems delivering to the specific address which you have given us. If this happens, we will contact you to discuss this.

32. Why do I need to give you an e-mail address?

We need your e-mail address in order to send you important information about your order, including order confirmations and parcel tracking details. If you do not provide an e-mail address, you will not be able to order.

33. Will I get a receipt?

Every order we send out will be accompanied by an itemised delivery note, which is also your VAT receipt. You will need your delivery note if you wish to return an item.