How can we help?

1. How do I return an online order?

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

Quick, easy and free returns to store

  • You can return any item to store, where staff will be happy to exchange or refund items if they’re returned along with the original receipt or invoice, are unworn and in the condition they were purchased (including all packaging). For online purchases, refunds will be issued to the original payment method.
  • Due to the difficulties surrounding Covid-19, we're temporarily updating our policy on returning items bought in the sale. We will issue a refund or exchange for items bought in our sale within 14 days of purchase. The refund will be issued on the method of payment you used. Items must be returned with the original receipt, unworn and in the condition they were purchased, including all packaging.
  • Use our Store Finder tool to find details of your nearest store. Unfortunately, we don’t accept returns to our Matalan clearance stores.

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 5 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.

  • If you have a missing item, let us know what is missing and don’t forget your order number.
  • If you have sadly received a damaged or a faulty item, please send a picture of the item and your order number.

4. Is my local store open?

Our store finder can update you on the opening times of all our stores.

5. Matalan Reward Card

Check out our new app for our reward card update and to update your details.

Which stores are open?

To check store details including opening hours, please see our Store Finder.

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

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.

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.

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 5 working days.

We're also offering Next Day Home Delivery and Next Day Click & Collect, so please visit our delivery page for full details.

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.

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 5 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. 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.

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

Yes, we do! Order before 4pm Monday-Friday to collect your order from your chosen store the next working day. Any orders placed before 4pm on a Friday will arrive in store on Monday, and any orders placed after 4pm on a Friday will arrive in store on Tuesday.

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.