How can we help?
1. Where's my order?
Standard Home Delivery and Standard Click & Collect orders should arrive within 3-5 working days, and deliveries are made between Monday and Friday. Sale items can take up to 15 working days to be delivered. If your order includes a mix of sale and non-sale items, it can take up to 15 working days to be delivered.
For information on where your order is, please click here.
Please note that deliveries to Northern Ireland are taking a little longer than usual at the moment.
2. How do I return an online order?
Please see our returns page for the latest 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.
3. My tracking details don't seem to be up to date - what's going on?
Hermes generate a tracking number before they actually receive your parcel, so sometimes that tracking number doesn’t become active until the parcel has been received and scanned into the Hermes system. Please do check back again in a few days with your Hermes tracking number.
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 at firstname.lastname@example.org.
- 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.
5. Why aren’t you responding to me?
We are currently receiving high volumes of enquiries, but rest assured we see them all and are working on answering all of them. Please note though that multiple enquiries about the same order don’t speed up the process of replying, but we are doing all we can to get back to you.
6. I’ve received a refund but I don’t know why?
When it's time to pick and pack your order, there might be a small chance that a product has sold out already. If this is the case we will refund you for those items. Please check for email updates on your order for more information.
7. I’ve asked for a refund but haven’t heard back from you.
It's currently taking us around 14 days from receipt of your package or an email request to process refunds and we are working hard to speed this up. For more information on refunds, please click here.
8. Is my local store open?
Due to the ongoing local lockdowns across England, Northern Ireland, Scotland and Wales, please check our Store Finder to see if your local store is open before you make your journey.
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 email@example.com.
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?
Please visit our Delivery page for details of our delivery options.
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 firstname.lastname@example.org, 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 at email@example.com to arrange this.
Do you offer exchanges?
No, unfortunately we are not able to offer exchanges at the moment.
Please note that store opening times for Click & Collect are different to our usual opening hours. Please check details for your local store on our Store Finder before you travel.
When will my order be available for collection in store?
Standard Click & Collect orders take up to 5 working days to arrive in store. 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 firstname.lastname@example.org 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.