Standard Delivery

Standard delivery for orders will take 3-5 working days including the day you order. We're sorry but we do not deliver Saturday or Sunday.(see below)

Standard delivery will be charged at £2.95 regardless of how many items you order. Each order will be charged a separate delivery charge. If only part of your order is available, we will only dispatch the items that are in stock, and cancel the out of stock items. You will not be charged for items not sent out to you.

Standard delivery to some postcodes such a Northern Ireland & outlying areas may take an additional 24 hours. Unfortunately, we do not yet deliver to Channel Islands or BFPO addresses. We may restrict other postcodes at our discretion. Our deliveries are made by Yodel and take will take place between the hours of 7am and 9pm.

Next Day Delivery

For any orders placed before 2pm: your  order will be with you the following working day. We're sorry but we do not deliver Saturday and Sunday. (see below)

Free Delivery

*The free delivery promotion applies only to orders of £40 or more placed online at www.matalan.co.uk which have been accepted by us.  We’re sorry but this offer doesn’t work in conjunction with any other promotional code used at the checkout.

We reserve the right to vary the terms of this promotion at any time, or to withdraw this promotion altogether.

Creating a Contract

The steps required to create a contract between you and Matalan:
1. You place an order for your products on the Matalan website by pressing the confirm order button at the end of the checkout process.
2. We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from Matalan.co.uk.
3. When your product is shipped from our warehouse we will send you a dispatch confirmation email.
4. Order acceptance and the completion of the contract between you and Matalan will take place on the dispatch to you of the products ordered unless we have notified you that we do not accept your order.

The reasons for non-acceptance of an order by Matalan may be a result of one of the following:
1. The product you ordered being unavailable from stock; or
2. Our inability to obtain authorisation for your payment; or
3. The identification of a pricing or product description error.

PayPal Payments

PayPal orders will be treated as any other order, your PayPal account will be deducted when we receive your order.  Any refunds can be taken back to store or sent to us by post.  In both cases your PayPal account will be credited, cash and card refunds are not available on PayPal orders.

Refunds

Christmas 2011 returns

If you make a purchase between 1st October and 25th December you can simply return your goods with your receipt up until and including 31st January for a full refund or exchange. 

Goods can either be returned to store or by post (see below).  Please note that we do not offer an exchange service by post.

We reserve the right to refuse to exchange or refund items that are not returned within 28 days of delivery.

In order to qualify for our refunds policy, all Items must be in a re-saleable condition i.e. undamaged, in their original and undamaged packaging, unworn and complete with all tags and labels attached.

We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods returned in an unsatisfactory and not in a re-saleable condition may be returned to you at your expense.

Goods must be returned with your original receipt and be in the condition that they were purchased.
Without a receipt we will exchange or refund in vouchers at the last know selling price.

If you return a single item bought as part of a multi buy discount offer (for example buy 2 for £20.00) you will be refunded the full price of the item less any discount given in the offer. If you return all the items purchased with the multi buy offer discount you will refunded with the full multi-buy value.

If your payment card expires before we process your refund please contact customer services by telephone with your order number, postcode and new card details.

Our refunds policy is in addition to your statutory rights.

Exceptions to Refund Policy

There are exceptions to our Refunds policy for certain items. Please note this is a non-exhaustive list and that these conditions do not affect your non-excludable statutory rights.

For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products once worn or once the packaging has been opened or damaged unless the items are of unsatisfactory quality or unfit for purpose:

•    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).  

Gift vouchers are non-refundable and cannot be exchanged for cash.

Free Returns to Store

Your local store will be pleased to arrange an exchange or refund for you under our refunds policy.
If you would like to return goods to your local Matalan store free of charge, please click here to use our store finder. Please note that we are unable to accept returns to our Matalan Clearance Stores. Please safely dispose of any broken glass before returning your item to us.
Returns by post
You can return goods to us via the Post Office to:
Matalan Web Returns
DC Goods In
Gillibrands Road
Skelmersdale
WN8 9TB

The parcel should contain:

•    The item(s) you purchased that you wish to return in their original condition.
•    Your original delivery note with the returns section fully completed, clearly stating which item(s) you are returning and the reasons why you are returning the goods.

You will be refunded for the delivery charge if we have made an error in our dispatch or if the item received is faulty or unfit for purpose, unless you have decided to keep part of the received order. We will also refund your delivery charge if you are an EU customer cancelling within 7 days of receiving of your order under the Distance Selling Regulations (see below).

We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged, and obtain a proof of posting. Please allow at least two days for your goods to reach us.

Please note that we are not able to give exchanges for goods returned by post, and you should allow 28 days to receive your refund. Please safely dispose of any broken glass before returning an item to us.

If you need advice on returning by post, please contact our customer services team on 0845 330 3330 or via e-mail at cs@matalanonline.co.uk

Statutory Rights

This section gives details of some relevant pieces of legislation. It is not intended to be exhaustive.

Sale of Goods

Our refunds policy is in addition to your statutory rights.
Under the Sale of Goods Act, the goods we sell you must:
•    conform to the description we have given you
•    be of satisfactory quality.
•    be fit for purpose.
•    be safe.

You have statutory rights to have goods which do not meet these standards repaired or replaced, or in certain circumstances you can receive a refund.

Distance Selling Regulations

Our refunds policy is in addition to your statutory rights under the Distance Selling Regulations.

Under these regulations you have the right to cancel a contract for the sale of goods, where that contract has been entered by distance means (e.g. via website).  The right to cancel does not apply to the following products for reasons of health and hygiene once the product has been worn or once the packaging has been opened or damaged; pierced earrings, cosmetics/fragrances, hats, hair accessories, quilts, duvets, pillows, confectionary, 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).  

If you want to cancel, you must do within seven working days after delivery of the goods.

To cancel the contract you must send us a written notice stating that you wish to cancel the contract. We will only be able to process your cancellation if we have your order number, so you should also enclose your delivery note.

You are responsible for returning the goods to us at your cost.

The goods and your notice of cancellation should be sent to:

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

Where you cancel a contract, you have an obligation to keep possession of the goods and take reasonable care of them prior to returning them.

Once we have received your notice of cancellation we will arrange to reimburse you. It may take up to 30 days from the date we receive your cancellation notice for this to be done.  We will only reimburse you to the card with which you paid.