How can we help?

1. Where is my order?

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

2. What is your returns policy?

You can currently return online purchases by post. We've relaxed our usual 14 day returns policy during the Coronavirus crisis, so don't worry - we're happy to refund you as long as you have your receipt.

For online purchases, refunds will be issued to the original payment method.

For more information on our full returns policy, visit our returns page.

3. How do I return an item?

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.

For more information on how to make a return, visit our returns page.

4. How do I contact you regarding my order?

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 on:

Tel: 0333 0044444 (Monday-Sunday 8am-6pm).

Email: cs@matalanonline.co.uk (please be aware that our typical response times are between 24-72 hours depending on our volumes).

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 only offering Standard Home Delivery. 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 working days.

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

Why are you closing shops?

We have kept our shops open for as long as possible because we know how important a role they play to you, our customers, and local communities. Due to the unfolding situation with Coronavirus (COVID-19) and government guidelines we have temporarily closed all stores until further notice.

How long do you expect to close shops for?

We don’t know at the moment. This is a rapidly changing situation and we will continue to follow the advice of the government and the World Health Organisation (WHO). We will keep you updated via our website, app and our social channels with any new information.

What's the current refund policy?

If you have purchased goods from us online we will offer a full refund as long as you have a proof of purchase, such as a receipt. Once the government restrictions are lifted, and we are open and back to normal, we will revert to our standard returns policy of 14 days. We will notify you by email once we are operating as normal.

Can I still order online?

Yes, you can still shop online as normal at matalan.co.uk and through our app.

Can I still use Click & Collect?

Due to the recent closing of all Matalan stores, Click & Collect is unfortunately no longer a delivery option. We'll keep you updated via the website, app and our social channels.

What will happen to my Click & Collect order if it's already in the shop?

If you've recently placed a Click and Collect order, your parcel will now be sent to your billing address completely free of charge. This will happen automatically and you do not need to do anything to arrange this.

We’re working hard to get your parcel to you. Please bear with us as it may take a little longer than usual during this difficult time but your parcel will be delivered within the next 2 weeks.

If we cannot deliver your parcel, it will be returned to us and you will receive a refund.

What will happen if I have an outstanding query?

Our customer services team is committed to resolving all issues. If you have an existing query with us, we'll continue to look into it.

How can I keep in touch with you?

We are committed to serving and supporting you throughout these challenging times. If you have any queries please do get in contact with our customer care team, who are here to assist you:

Tel: 0333 0044444 (Monday-Sunday 8am-6pm). The cost is at a local rate and you will be charged according to your service provider's rates.

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 sign up to our online newsletter, where we'll share the latest updates and let you know as soon as everything is back to normal. Scroll down to the bottoms of the page to enter your email and sign up.

Can I still place an order online for delivery?

Yes. Our online business is operating as normal. Please order via the website or the app where you can place orders for home delivery.

Can I still receive delivery of parcels?

Yes - there will be no break in service and we'll continue to deliver to our customers, with preventive physical contact in place.

Should I be concerned about touching a parcel I have received or collected?

Public Health England have said that there’s no current evidence to suggest that the virus can be transmitted from packages.

What if I am self isolating or do not wish to come into contact with a delivery driver??

We're encouraging customers to use the alternative delivery options available to them to ensure contact is minimised:

Where a safe place is possible, couriers will deliver to that safe place, take a photo to confirm safe delivery and then provide the customer with a calling card stating that safe place.

Where a safe place is not possible, couriers will still knock on the door but rather than asking for the customer to sign, couriers will ask the customer for their name, input this into their hand-held device and then write “Covid-19” in the signature box. Capturing the name ensures that the security of delivery is maintained whilst avoiding the need for the customer to physically sign. Crucially it also ensures that the customer receives their parcel when they are expecting it.

Are deliveries of parcels running on time?

We have currently suspended our Next Day Delivery service, but Standard Delivery is available. This is running with a slight delay, but we're working hard to ensure all parcels arrive within 10 working days. We'll keep you updated via the website, app and our social channels with any changes.

Why is my online order delayed?

We apologise for the delay some customers may be experiencing in receiving their online orders. The team are working extremely hard to support our customers in these unprecedented times and as ever we are grateful for their hard work.

If I’m self-isolating, how do I return a product?

We're still accepting online returns via post, but if you're unable to leave the house we've extended our returns policy. As long as you have your receipt, you'll be able to return items as soon as the situation returns to normal. Once the government restrictions are lifted, and we are back to normal, we will revert to our standard returns policy of 14 days. We will notify you by email once we are operating as normal.

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). 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.

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.

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, which you can expect to arrive within 10 working 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?

Yes, you can currently return online purchases by post. For more information about our refunds and returns policy, visit our returns page.

How long do I have to make my return?

Our usual returns policy is 14 days, but we've relaxed this during the Coronavirus crisis. We understand that returns will be tricky during this difficult time so please don’t worry, if you have purchased goods from us we will refund them as long as you have your receipt. Once the government restrictions are lifted, and we are back to normal, we will revert to our standard returns policy of 14 days. We will notify you by email once we are operating as normal.

What happens if my order arrives damaged/faulty?

If you’ve bought or been delivered a product that’s damaged or faulty, 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?

We don't offer online exchanges at this time - but once our stores re-open following the Coronavirus crisis, our staff will be happy to help.

Following government advice, we've temporarily closed all our stores to safeguard the wellbeing of our staff and customers amidst the Coronavirus crisis. For this reason, Click & Collect orders are no longer possible - though our Standard Home Delivery service is still operating as normal!

If you've recently placed a Click and Collect order, your parcel will now be sent to your billing address completely free of charge. This will happen automatically and you do not need to do anything to arrange this.

We’re working hard to get your parcel to you. Please bear with us as it may take a little longer than usual during this difficult time but your parcel will be delivered within the next 2 weeks.

If we cannot deliver your parcel, it will be returned to us and you will receive a refund.

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 (though please note all our stores are temporarily closed due to the Coronavirus crisis).

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.

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 on:

Tel: 0333 0044444 (Monday-Sunday 8am-6pm). The cost is at a local rate and you will be charged according to your service provider's rates.

Email: cs@matalanonline.co.uk (please note that our typical response times are between 24-72 hours depending on our volumes).

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.