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, delivery policy and our returns policy.

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, click here to learn about how to place an order for delivery to store. 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?

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 page.

17. How long will it take?

For latest delivery information please see our delivery page.

18. How much does delivery cost?

Standard delivery is £3.95 or free if you spend over £50.00.

Next day delivery costs £4.95.

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

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.

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 14-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

If you are a consumer, you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or Trading Standards office.

However, for reasons of health, hygiene, safety and copyright this cancellation right does not apply in the case of: - pierced earrings, cosmetics, fragrances, hats, hair accessories, quilts, duvets, pillows, DVD’s (in original packaging with any security seals still intact), confectionery, underwear (unless the hygiene strips and tags are still in place), control wear, hosiery and swimwear (unless the hygiene strips and tags are still in place); and - sealed audio or sealed video recordings or sealed computer software, once these Products are unsealed after you receive them; and - any goods which become mixed inseparably with other items after their delivery. Your legal right to cancel a contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the contract between us is formed. Your deadline for cancelling the contract then depends on what you have ordered and how it is delivered, as set out in the table below:

Returns
Your Contract End of the cancellation period
Your contract is for a single product (which is not delivered in instalments on separate days). The end date is the end of 14 days after the day on which you receive the goods. Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the goods on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
Your contract is for either of the following: one product which is delivered in instalments on separate days. Multiple products which are delivered on separate days. The end date is 14 days after the day on which you receive the last instalment of the goods or the last of the separate goods ordered. Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your goods or the first of your separate goods on 10 January and the last instalment or last separate goods on 15 January you may cancel in respect of all instalments and any or all of the separate goods at any time between 1 January and the end of the day on 29 January.
Your contract is for the regular delivery of a product over a set period. The end date is 14 days after the day on which you receive the first delivery of the goods. Example: if we provide you with a Dispatch Confirmation on 1 January in respect of goods to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all goods to arrive during the year.

To cancel a contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to print off and complete the cancellation form on our website. A link to the website cancellation form will be included in our Dispatch Confirmation.

You can also e-mail us at Customer Services at cs@matalanonline.co.uk or contact our Customer Services team by telephone on 0333 0044444 or by post to Matalan Customer Services, Gillibrands Road, Skelmersdale, West Lancashire WN8 9TB. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.

If you cancel your contract we will: 1. Refund you the price you paid for the goods. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. See our Returns page for information about what handling is acceptable.

  1. Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of goods within 3-5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

  2. Make any refunds due to you as soon as possible and in any event within the deadlines indicated below: -if you have received the goods and we have not offered to collect it from you: 14 days after the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us. For information about how to return goods to us, see provisions set out below; -if you have not received the goods or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the contract.

If you have returned the goods to us under this consumer right of return and refund pursuant to the Regulations because they are faulty or mis-described, we will refund the price of the goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

We will refund you on the credit card or debit card used by you to pay, but in the event of a partial refund we reserve the right to issue a cheque to you.

If goods have been delivered to you before you decide to cancel your contract: - then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the contract. You can either send it back or return it to us in-store. Please note that we do not offer an exchange service by post. Please see our Returns page headed Returns by Post for our returns address and how to arrange a return; - unless the goods are faulty or not as described (in this case, see above), you will be responsible for the cost of returning the goods to us. If the goods cannot be returned by post, we estimate that if you use the carrier which delivered the goods to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection from our usual carrier.

Because you are a consumer, we are under a legal duty to supply goods that are in conformity with this contract. As a consumer, you have legal rights in relation to the goods that are faulty or not as described. These legal rights are not affected by your right of return and refund in this consumer right of return and refund policy pursuant to the Regulations or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or 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 Debit
  • Visa Purchasing
  • Visa Electron
  • MasterCard
  • MasterCard Debit
  • 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 authorise your paymentwhen we accept your order however we only settle the order value on your payment card once 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.

34. When will i get my 10% off from the App sign up?

Your 10% off online introductory offer will be subject to a delayed availability, if you register your reward card on our APP before 4pm on a given day you will be able to take advantage of our online offer from 8am the following day. If you register your reward card on our APP after 4pm on a given day you will be able to take advantage of our online offer from 8am on the second day after you register your reward card on our APP.