How can we help?

1. Where's my order?

For information on where your order is, visit our delivery page.

2. What's your returns policy?

For our up-to-date returns policy, please visit our returns page.

3. How do I return something?

You can return any in-store or online purchases to your local Matalan store or by post. We’ll be happy to exchange or refund within 14 days of purchase if you bought the items in store, or within 14 days of you receiving the items if you ordered them online.

Free returns to store

You can return any item to store, where our staff will be happy to exchange or refund items if they’re returned along with the original receipt, are unworn and in the condition they were purchased (including all packaging). For online purchases, refunds will be issued to the original payment method. If your items were bought in the sale, or if you don’t have a receipt, we’ll happily exchange or refund in vouchers at the last known selling price. Unfortunately, we don’t accept returns to our Matalan clearance stores.

Returns by post

You can currently return any online purchases to us by post, to the address:

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.

4. 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 by email at:

Email: cs@matalanonline.co.uk (please note during this difficult time it might take a little longer for us to get back to you, but we’ll aim to answer your enquiry as soon as possible).

You can also write to us at:

Customer Services, Matalan, Perimeter Road, Knowsley Industrial Park, LIVERPOOL, L33 7SZ.

(please be aware, this is not a returns address).

5. What are my delivery options?

We're currently offering Standard Home Delivery as well as Standard Click & Collect to open stores. Deliveries might take a little longer to get to you in this difficult time, but we're doing everything we can to ensure your order will arrive within 10 days.

For more information on our current delivery options and services, visit our delivery page.

Important update: Leicester

Following the Government announcement on Monday 29th June, we have temporarily closed our Leicester Haymarket and Leicester stores with immediate effect. We are sorry for any inconvenience this may cause, but the health and safety of both our colleagues and customers remains our top priority.

If you have goods you wish to return, we will honour refunds, so long as they are within 14 days of 30th June 2020 and are returned within 14 days of the stores re-opening. Please keep your receipt safe, as you will need this when returning goods once the stores have re-opened.

We will notify you by email when the stores re-open.

Which stores are open?

All our other stores have now re-opened with social distancing and safety measures in place.

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

Can I now use Click & Collect again?

Yes, we'll be offering Click & Collect in our stores which are open, so please check if your nearest store is open before choosing Click & Collect at checkout.

What safety measures have you introduced in stores?

Your safety and the safety of our colleagues is our number one priority.

We have reviewed all government guidance and ensured that our 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 marshals.
  • 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.
  • Introduction of new screens to 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.
  • PPE and social distancing training for all store staff

Can I visit with members of my household?

Yes, you should only be shopping with members of your own household, but we would encourage you to shop alone where possible.

What are the opening hours?

Normal opening hours will resume - please check your local store’s details via our Store Finder.

Will stores be accepting cash?

Yes, we'll accept cash, however where possible we'll be asking and advising customers to use contactless pay.

What is the returns policy?

Please visit our returns page for the latest updates.

I have expired gift vouchers, can I still use them?

If the vouchers expired during the lockdown and are dated March 2020 and April 2020, you will still be able to use them.

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).

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.

Important: If you haven’t been sent a confirmation email within an hour of placing your order, please get in touch with our customer service team – your email address might be wrong, meaning we’ll need to update our systems to keep you in the loop as your parcel makes its journey to you.

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 packed and is ready to be despatched from our warehouse, soon to be on its way to your door or local store.

Home Delivery: It’s arrived

Yay – it’s here! If you’ve opted for home delivery, your order will be delivered on the day referenced on your tracking details.

Click & Collect: Your order’s waiting

Good news – your order’s arrived in your selected store. To make sure you don’t miss a beat, we’ll contact you by email and text (if you’ve given us your mobile number) to let you know it’s ready to pick up. Aren’t able to come to store straight away? Don’t worry, we’ll remind you by email after seven and then 10 days that your order’s ready to collect. Just remember to pop in before two weeks are up!

Important: Our stores only hold Click & Collect orders for two weeks. 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.

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?

You can cancel your order within 20 minutes of placing it. If you’re within the timeframe, please download and complete the cancellation form on our website, then email it to: cs@matalanonline.co.uk.

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

Alternatively, download, print off and fill out the cancellation form on our website and post it to:

Matalan Customer Services, Matalan Head Office, Perimeter Road, Knowsley Industrial Park, Liverpool, L33 7SZ.

Important: You have a longer window if you send your cancellation form by post. Your cancellation is effective from the date of postage.

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 10 days.

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 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.

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 10 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. 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?

You can cancel your order within 20 minutes of placing it. If you’re within the timeframe, please download and complete the cancellation form on our website, then email it to: cs@matalanonline.co.uk.

Do you offer Next Day Delivery on Click & Collect orders?

At the moment we're only offering Standard Click & Collect. Your order should arrive within 10 days.

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.

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? Call customer services on 03330044444 and select the option for Gift Card Enquiries – our team will be able to help find out the balance of your gift card for you.

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?

For card payments, you’ll be charged when your order is despatched. You’ll be sent an email confirming when your order has left our warehouse and is making its way to you.

For PayPal orders, your account will be charged and payment taken as soon as you order.

With over 200 Matalan stores across the UK, your nearest branch might be nearer than you think. Use our easy Store Finder to find out.

We've had to close our phone lines due to high demand during this difficult time, and are operating an online-only customer service to deal with all enquiries as quickly as we can. Responses are still taking a bit longer than usual, so please visit our Here to Help page before getting in touch, or email us at cs@matalanonline.co.uk for any urgent questions. Thanks for your patience - we're so sorry for any inconvenience caused.

You can also write to us at:

Customer Services, Matalan, Perimeter Road, Knowsley Industrial Park, LIVERPOOL, L33 7SZ.

(please be aware, this is not a returns address).

Got a question about our Matalan Reward Card? Visit our dedicated Reward Card page.