How can we help?

1. How do I return an online order?

You can return any online purchases to your local Matalan store.

In areas where stores are closed due to COVID-19, we have extended our 14 day returns period - please see our returns page for more information and details of how to return items.

Please be aware it’s taking us longer than usual to process returns at this time - please bear with us.

Returns by post

You can return any online purchases to us by post at the below address. Please note, we're experiencing some delays in processing these returns and are working hard to get through them.

Matalan Web Returns, DC Goods In, Perimeter Road, Knowsley Industrial Park, Knowsley, Liverpool, L33 7SZ, UK

The parcel should contain the items you want to return, in their original condition, as well as your original delivery note with the returns section fully completed. Unfortunately we don’t offer free postal returns – you’ll have to pay for the postage unless you’re returning faulty or damaged items.

2. Where's my order?

Currently our Standard Home Delivery and Standard Click & Collect orders are arriving within 7-10 working days. For information on where your order is, visit our delivery page.

3. I've got a question about my order - how do I get in touch?

If you’ve got a question or problem and haven’t found a solution on our help pages, please get in touch with our customer care team at cs@matalanonline.co.uk or on 0333 0044444. Our lines are open 8am to 6pm 7 days a week. You can also message us on Facebook or Twitter.

  • If you have a missing item, let us know what is missing and don’t forget your order number.
  • If you've received a damaged or a faulty item, please send a picture of the issue along with your order number.
  • In our haste to get your order to you, we may have left a security tag attached to your item. If you find that you have a security tag still attached and need this removing, please visit your local store where this can be removed safely.

4. Is my local store open?

We’re pleased to let you know Matalan is still here for you and your family. Following the latest government guidance, we have temporarily had to close some of our stores, with parts of Scotland under level 4 restrictions. Northern Ireland will be in lockdown restrictions from the 27th November, English stores will remain closed until further notice. Welsh stores are open and you can check opening hours on our store finder. All closed stores excluding clearance stores are still open for Click & Collect.

5. Can I still order online?

Yes, you can still order online for home delivery or for Click & Collect to all our stores nationwide. Click & Collect orders can still be picked up at our stores in England with the exception of our clearance stores (Wood Green Clearance, Exeter Clearance, Leicester Clearance).

Which stores are open?

In accordance with the latest government guidance, as of Thursday 5th November, all of our stores in England will be closed temporarily until further notice.

Stores in Wales, Scotland and Northern Ireland are open.

Can I still pick up my Click & Collect order? What do I need to do? Is it restricted to certain days or hours?

Yes, all of our stores (excluding our Wood Green, Exeter and Leicester clearance stores) are still operating the Click & Collect service.

A service has been set up to allow you to collect from your chosen store. You will not physically be able to enter the store, however a member of staff will be there to help assist you. On arrival you will need to either ring the store bell or dial the store telephone number which will be detailed at the front of the store. You will need to bring your invoice and ID with you in order to collect your parcel.

The service will be available between 9am and 6pm Monday to Saturday, and from 10am to 4pm on Sunday.

Can I cancel my Click & Collect order?

If you want to cancel your order, let us know as soon as possible. Send an email to cs@matalanonline.co.uk with ‘Cancellation’ as the subject line, please also include your order number and we will do all we can.

What happens if I physically can’t get to my local store to pick up my Click & Collect order?

Your store will keep the parcel for 28 days. If the parcel hasn't been collected in that time frame, your order will be automatically refunded.

How long will it take for my Click & Collect order to be ready for collection?

Your order should arrive in your selected store within 7-10 working days - we will notify you by email and text once your order is ready to collect.

I have a gift card which expires in November 2020 - will I still be able to use it when shops open?

Yes, we will still honour any gift cards which expire in November 2020 whilst our English stores are closed.

I have ordered a parcel to an Amazon locker, can I still collect my parcel if the store is closed?

No, unfortunately not. Amazon will cancel all further orders.

I use my local store as a DPD Collect+ collection point - will I still be able to collect my parcel?

Yes, you will still be able to collect your DPD Collect+ parcel, however you will not be able to use this service to return or drop off any parcels. You'll only be able to do so once we have reopened.

What is the returns policy for closed stores?

England

We will honour returns purchased within 14 days of the 4th November 2020. Once stores have reopened, you will have 14 days to return your goods. We'll notify you by email once your local store has re-opened.

Wales

Stores in Wales have now re-opened, and you have 14 days to return any items purchased before or during the two-week lockdown (within 14 days of the 23rd October 2020).

Our Christmas refund policy is also currently in place, so for any products purchased from 1st October 2020, you have until 14th January 2021 to return online or in store for a full refund.

Can I still use my 20% off voucher? Will you honour it when you re-open? Can I use it online?

You can still use your 20% off till voucher in our stores in Scotland & Northern Ireland. The offer cannot be used online at the moment, but if you receive our emails we’ll ensure you get an online offer to use too.

Which stores are open?

All stores in England are now temporarily closed as of 5th November 2020.

Welsh stores will re-open on Monday 9th November 2020 following their two-week lockdown closure.

Stores in Scotland and Northern Ireland remain open.

Please note that fitting rooms, toilets, baby nurture rooms and cafes will remain closed in all our stores until further notice.

What safety measures are there in store?

We have introduced enhanced health and safety measures in our stores, because your safety, as well as our colleagues' safety remains our number one priority.

We are constantly reviewing the government's guidance and ensure that out safety measures go above and beyond the guidance provided, including:

  • Monitoring number of customers allowed in store (with a monitor manning all entrance doors)
  • In store safety marshalls
  • Store layout amended to enable easier social distancing
  • Floor markers introduced to help with social distancing
  • Signage and radio announcements to support safer shopping
  • Supplies of hand sanitiser and cleaning products available to enable cleaning of hands, baskets and trolleys
  • All store colleagues trained to support social distancing
  • All store colleagues provided with personal protective equipment, including gloves, face coverings and visors
  • Protective screens at our till areas
  • Temporary closure of our fitting rooms, toilets and cafes
  • Cleaning throughout the day, including regularly disinfecting high touch points such as door handles, lift buttons and hand-rails

What safety measures are put in place for store staff?

As already mentioned, we have reviewed all government guidance and have met all requirements, in addition to the safety measures we have implemented in store, all store staff are provided with PPE and training will be given to all store staff to support social distancing guidance. We have also installed protective screens at all cashier tills.

Can I visit with members of my household?

You can shop with members of your own household, but we would encourage you to shop alone where possible.

What are the opening hours?

Please check your local store's opening hours via our Store Finder.

Will stores be accepting cash?

Yes, we will accept cash, however where possible we would ask & advise customers to pay using contactless pay.

Can I still buy Matalan vouchers for Christmas?

Yes. Vouchers can be purchased in open stores, alternatively vouchers can also be bought online in both the gift card and e-gift card format.

Can I track my order?

You can track all home delivery orders – keep an eye out for your tracking link on your despatch email (not your confirmation email).

You can also track your parcel using the Hermes mobile app. Click here to find out more via the Hermes website.

Unfortunately tracking isn’t available on Click & Collect orders – but we’ll always keep you updated via email and text as your goodies make their way to you. Here’s what to expect.

Confirmation: Your order’s been received

As soon as you’ve placed your order, we’ll send you a confirmation email – please give this a double check to make sure all your important details are correct.

Despatch: Your order’s on its way to you

Order? Packed. Excitement? Mounting. We’ll let you know by email once your order’s been despatched from our warehouse, soon to be on its way to your door or local store.

Delivery: It’s arrived

Yay – it’s here! Your order should be delivered on the day referenced on your tracking details.

What happens if I’m not available to take delivery?

If you’re not in when the courier attempts delivery, you’ll be left a delivery card telling you either that they’ve left your parcel in a safe place (such as on a porch or with a neighbour) or the next available delivery date. The courier will then try to deliver your parcel three times, usually on consecutive days, before returning it to the depot to await further instructions.

Can I amend an order once placed?

Sorry – you can’t change an order once it’s been placed. If you’ve changed your mind, you have 14 days from the date of delivery to return your order for a full refund.

How do I cancel an order?

If you want to cancel your order, let us know as soon as possible after ordering by emailing cs@matalanonline.co.uk.

Important: Please include the word ‘cancellation’ as well as your order number in the subject line of your email. Your refund will be issued within 2-5 days of your order being cancelled.

What delivery options do you offer?

We're currently offering Standard Home Delivery as well as Standard Click & Collect to any open stores, both of which you can expect to arrive within 7-10 working days.

EXCEPTIONS: Virgin Experience Day vouchers and all curtains, tie backs and cushions by Laurence Llewelyn-Bowen, Fusion & Curtina will arrive within 3-5 working days.

All Swift bedroom furniture entails a £10 delivery charge and will arrive within 17-21 working days. Further info can be found on our dedicated delivery page

Do you offer International Delivery?

Unfortunately we don’t currently deliver to addresses outside the UK.

Can I return an item if I change my mind?

Of course! We offer in-store or postal returns - for up-to-date information about our refunds and returns policy, please visit our returns page.

What happens if my order arrives damaged/faulty?

If you’ve bought or received a product that’s damaged or faulty, pop into any of our stores along with your invoice or receipt for an exchange or refund. You can also send a picture of the problem to cs@matalanonline.co.uk, along with your order number, where our customer care team will be happy to help arrange a refund with you, including the cost of returning the item to us if you want to return it by post. Please make sure you safely dispose of any broken glass before returning your item to us.

EXCEPTION: We will repair, replace or collect damaged items of Swift bedroom furniture if contacted within 14 days of delivery. Get in touch with our customer service team on 0333 0044444 to arrange this.

Do you offer exchanges?

Yes – staff at your local store will be more than happy to arrange an exchange as long as the item you’re after is in stock. If not, they’ll be able to offer you a refund. Unfortunately we don't offer online exchanges.

When will my order be available for collection in store?

Your order should arrive in your selected store within 7-10 working days. Don’t worry, once your order’s ready to collect, we’ll let you know via email and text.

How long will my order be available for collection?

Our stores only hold Click & Collect orders for two weeks - or 28 days in the case of Covid-19 store closures. If you haven’t picked up your order within 14 days of your collection text or email, we’ll unfortunately have to return the items and refund your money. We’ll email you to tell you that we’ve done this.

How do I cancel a Click & Collect order?

If you want to cancel your order, let us know as soon as possible after ordering. Send an email to cs@matalanonline.co.uk with 'Cancellation' as the subject line, and don't forget to include your order number.

Can I change my order once placed?

Sorry - unfortunately not. If you’ve changed your mind, you’ll have to cancel your Click & Collect order and place a replacement one.

We take our responsibility to the environment seriously, and we know this matters to you too.

From the 6th September we will be carrying out a paper bag trial in Scotland and Northern Ireland. For 12 weeks, you’ll be able to buy a non-bleached, recyclable brown paper carrier bag, instead of our usual plastic bags. Bags for Life will still be available.

All our old bags will be recycled, as part of our environmental commitment.

Thank you for your support.

How do I purchase gift cards and e-gift cards?

You can currently buy gift cards online at www.matalangiftcards.co.uk.

Where can I use my gift card / refund card / e-gift card?

All our gift cards and e-gift cards can be used online at www.matalan.co.uk as well as at any Matalan store in the UK.

Please note there is currently a limit of 1 gift card per transaction online.

How much money can I put on a gift card / e-gift card?

Buying online, you can load gift cards with between £10 and £500, and e-gift cards with between £100 and £200.

How can I check the balance of my gift card / refund card / e-gift card?

You can scan the QR code on the back of your gift card or refund card to check its balance.

Still unsure? Drop into your local store– our team will be able to check the balance of your gift card for you at our till points.

Where can I find my gift card / refund card / e-gift card PIN?

All our gift cards and refund cards have a PIN - a four digit number that you’ll need when shopping with your card online.

For gift cards and refund cards, the PIN is on the back of the card underneath the scratch-off panel. Please be careful when scratching off this panel as Matalan is not liable for damaged cards!

For e-gift cards, we’ll send you your PIN in the emailed e-gift card PDF attachment.

Do I need to keep my gift card / refund card / e-gift card once I have spent the money on it?

It depends! If you’ve used your card in store you don’t need to keep it, as if you want to return anything the value will be refunded back onto a new refund card.

On the other hand, if you’ve used your card online, make sure you keep it safe! If you want to return anything by post, the refund value will then go back onto your original gift or refund.

Is there an expiry date for a gift card / refund card / e-gift card?

All our gift cards and e-gift cards are valid for 24 months from the first activation. Refund cards issued in store are valid for 12 months from last use. After this validity period has passed, any remaining balance will be cancelled – so don’t forget to use it up in time!

What happens if I lose my gift card / refund card or e-gift card?

Unfortunately we can’t take responsibility for lost, stolen or damaged gift or refund cards – so it’s really important that you keep them safe!

What should I do if I’ve forgotten my password?

If you’ve forgotten your password, you can use the password recovery function on the login screen to request a reminder. Please note that our customer services team can’t reset passwords for you.

How do I change my online details?

Just log into your account using your original email address and password, then click on ‘My Account’ followed by ‘Account Details’. This is where you can update your personal details like your email address, name, password, contact number and reward card number. Click the ‘Address Book’ tab to add, edit or delete billing and delivery addresses.

How do I unsubscribe from your newsletter?

Sorry to see you go! If you don’t want to follow our latest updates, savings and offers via email any more, you can just click the ‘unsubscribe’ link at the bottom of the email newsletter.

When is payment taken?

You’ll be charged and payment taken as soon as you order.

Got a question about our Matalan Reward Card? To find out more or change your details, visit our dedicated Reward Card page.