How can we help?

1. Where is my order?

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

2. What is your returns policy?

In-store purchases

For purchases made in-store, we will be happy to exchange or refund goods within 14 days of purchase if they are returned with the original receipt, are unworn and in the condition they were purchased, including all packaging. If the goods purchased were sale items, we will exchange or refund in vouchers. Without a receipt we will exchange or refund in vouchers at the last known selling price.

Online purchases

For items purchased from our online website, we will be happy to exchange or refund goods within 14 days of you receiving the goods if they are returned with the original receipt, are unworn and in the condition they were purchased, including all packaging. A refund will be issued in the method the payment was made.

For more information and our full returns policy, please see our returns page.

3. How do I return an item?

For purchases made both in-store and online, you can return to your local Matalan store or by post within 14 days of purchase.

Free returns to store

Your local store will be pleased to arrange an exchange or refund for you under our refunds policy.

Please take your order along with your original receipt or delivery note. Please note, we are unable to accept returns to any of our Matalan Clearance stores.

Returns by post

If you have made a purchase online, you can return goods to us via the post office to:

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

The parcel should contain the items you purchased that you wish to return, in their original condition, and your original delivery note with the returns section fully completed. Please note that you will have to pay for the postage.

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

4. How do I contact you regarding my order?

If you’ve been unable to find a solution on our help pages and need further assistance, please contact our dedicated customer care team.

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).

Alternatively, you can 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?

Order Day
Mon Tue Wed Thu Fri Sat Sun
Delivery Type Cost Estimated Delivery Day
Click & Collect FREE Thu-Mon Fri-Tue Mon-Wed Tue-Thu Wed-Fri Wed-Fri Wed-Fri
Next Day Click & Collect (order before 4pm) £1.99 Tue Wed Thu Fri Mon Tue Tue
Next Day Click & Collect (order after 4pm) £1.99 Wed Thu Fri Mon Tue Tue Tue
Standard Home Delivery £3.95 Thu-Mon Fri-Tue Mon-Wed Tue-Thu Wed-Fri Wed-Fri Wed-Fri
Standard Home Delivery (over £50) FREE Thu-Mon Fri-Tue Mon-Wed Tue-Thu Wed-Fri Wed-Fri Wed-Fri
Next Day Home Delivery (order before 4pm) £4.95 Tue Wed Thu Fri Mon Tue Tue
Next Day Home Delivery (order after 4pm) £4.95 Wed Thu Fri Mon Tue Tue Tue

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

Can I track my order?

Click & Collect

We will keep you updated throughout every stage of the process via email and text message, please see the steps below:

Step 1. Confirmation email

Upon placing your order, you will receive an email to confirm your purchase(s). Please check this to ensure that your order details are correct.

Important: Please check that your confirmation email has been received. If you don’t receive your confirmation within an hour of placing your order, please contact a member of our dedicated customer service team. Your email address may have been typed incorrectly and will need to be updated in order for you to receive your despatch email.

Step 2. Despatch email

Once your order is ready for despatch from our distribution centre, you will receive an email to let you know.

Step 3. Awaiting collection email

Once your order has arrived in your selected store, you will receive an email to let you know that your order is ready for collection.

Step 4. Awaiting collection text message

In addition to the awaiting collection email, if you have provided a mobile telephone number, you will also be notified that your order is ready for collection via text message.

Step 5. Reminder emails

If your order is not collected within 7 days of us sending the awaiting collection email and text message, we will send you a reminder email, and again after 10 days. If the order isn’t collected after 14 days we will return the order and refund your money.

Step 6. Order cancellation

If your order remains uncollected after 14 days we will return the order and refund your money. You will receive an email advising that your order has been refunded.

Home delivery

We offer tracking on all home delivery orders. Your tracking link will be included on your despatch email (not your confirmation email). We will keep you updated throughout every stage via email, please see the steps below:

Step 1. Confirmation email

Upon placing your order, you will receive an email to confirm your purchase(s). Please check this to ensure that your order details are correct.

Important: Please check that your confirmation email has been received. If you don’t receive your confirmation within an hour of placing your order, please contact a member of our dedicated customer service team. Your email address may have been typed incorrectly and will need to be updated in order for you to receive your despatch email containing your tracking link.

Step 2. Despatch email

Once your order is ready for despatch from our distribution centre, you will receive an email to let you know.

Step 3. 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 are not available to take delivery, the courier will leave a delivery card to inform you of the parcel’s location or next available delivery date. Your parcel may be left in a safe place i.e. a porch or with a neighbour. However, if this is not possible, the courier will make three attempts to deliver your parcel, usually on consecutive days, before returning the parcel to the depot to await further instructions.

Can I amend an order once placed?

You are unable to amend an order once placed. You have 14 days from the date of delivery to return your order to obtain a full refund.

How do I cancel an order?

You are able to cancel your order within 20 minutes of placing your order. If you are 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?

Please see our delivery options below:

Order Day
Mon Tue Wed Thu Fri Sat Sun
Delivery Type Cost Estimated Delivery Day
Click & Collect FREE Thu-Mon Fri-Tue Mon-Wed Tue-Thu Wed-Fri Wed-Fri Wed-Fri
Next Day Click & Collect (order before 4pm) £1.99 Tue Wed Thu Fri Mon Tue Tue
Next Day Click & Collect (order after 4pm) £1.99 Wed Thu Fri Mon Tue Tue Tue
Standard Home Delivery £3.95 Thu-Mon Fri-Tue Mon-Wed Tue-Thu Wed-Fri Wed-Fri Wed-Fri
Standard Home Delivery (over £50) FREE Thu-Mon Fri-Tue Mon-Wed Tue-Thu Wed-Fri Wed-Fri Wed-Fri
Next Day Home Delivery (order before 4pm) £4.95 Tue Wed Thu Fri Mon Tue Tue
Next Day Home Delivery (order after 4pm) £4.95 Wed Thu Fri Mon Tue Tue Tue

Do you offer Next Day Delivery?

Yes, we offer next day delivery for both home delivery and Click & Collect (please access www.matalan.co.uk/customer-services/delivery for more details of our delivery options).

What is your cut off time for Next Day Delivery?

For both Click & Collect and home delivery, order before 4pm Monday-Friday for collection/delivery the next working day. If you order before 4pm on Friday, your order will be delivered/ready to collect on the Monday. Any orders placed after 4pm on a Friday will be delivered/ready to collect on Tuesday.

Do you offer International Delivery?

Currently, we do not deliver to addresses outside the UK.

Can I return an item if I change my mind?

Yes, you can return goods to store or by post within 14 days of purchase. Please visit our returns page for more information.

How long do I have to make my return?

In-store purchases

For purchases made in-store, we will be happy to exchange or refund goods within 14 days of purchase if they are returned with the original receipt, are unworn and in the condition they were purchased, including all packaging. If the goods purchased were sale items, we will exchange or refund in vouchers. Without a receipt we will exchange or refund in vouchers at the last known selling price. Please note that we are unable to accept returns to our Matalan clearance stores.

Online purchases

For items purchased from our website, we will be happy to exchange or refund goods within 14 days of you receiving the goods if they are returned with the original receipt, are unworn and in the condition they were purchased, including all packaging. A refund will be issued in the method the payment was made. Please note that we are unable to accept returns to our Matalan clearance stores.

What happens if my order arrives damaged/faulty?

In-store purchases

If your product is damaged or faulty, please return the item along with your receipt to any of our stores within 14 days and they will see how they can help you. Please safely dispose of any broken glass before returning your item to us.

Online purchases

If your product arrives damaged or faulty, you can return it to any of our stores along with your invoice within 14 days after the date of purchase for an exchange or refund. Alternatively, you can send us an image illustrating the fault or damage to cs@matalanonline.co.uk where our team will be happy to assist. Please safely dispose of any broken glass before returning your item to us.

Do you offer exchanges?

In-store purchases

Your local store will be pleased to arrange an exchange providing they have stock of the item. Alternatively, they can offer a refund of the product.

If you would like to return goods to your local Matalan store free of charge, our store finder will locate your closest Matalan store.

Online purchases

Your local store will be pleased to arrange an exchange providing they have stock of the item. Alternatively, they can offer a refund of the product. Please note that we cannot exchange items via post.

When will my order be available for collection in store?

Your order will arrive in your selected store within 3-5 working days. Once your order has been received in store, you will receive an email and text message notification.

How long will my order be available for collection?

If your order remains uncollected after 14 days we will automatically cancel and refund your order in full.

How do I cancel a Click & Collect order?

You are able to cancel your Click & Collect order within 20 minutes of placing your order. If you are 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 words ‘Click & Collect 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.

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

Yes, the cut-off for Next Day Click & Collect is 4pm. If your order is placed by 4pm, your order will be ready for collection in your selected store on the next working day (with the exception of orders placed before the 4pm cut-off on Friday, which will be available for collection on Monday). Orders placed after 4pm on Friday will be ready for collection on Tuesday.

Can I change my order once placed?

Unfortunately not. You will need to cancel your Click & Collect order and place a replacement order.

How do I purchase gift vouchers?

Gift vouchers are available to purchase and redeem in all of our stores. Unfortunately, we are not yet able to accept them online.

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

If you have forgotten your password, you can use the password recovery function on the login screen to request a reminder. Please note that customer services are not able to reset passwords or provide them to you.

How do I change my online details?

Simply log into your account using your original email address and password. Click on ’My Account’, followed by ‘Account Details’. Here you will be able to update your email address, name, password, contact number and reward card number. Click the ‘Address Book’ tab to add, edit or delete billing/delivery addresses.

How do I unsubscribe from your newsletter?

If you no longer wish to receive updates and savings via email, simply click the ‘unsubscribe’ link at the bottom of the email newsletter.

When is payment taken?

Payment is taken at the point of dispatch. You should receive an email confirming that your parcel has been dispatched, and payment will be taken shortly afterwards.

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

Find your local Matalan store with our Store Finder.

If you’ve been unable to find a solution on our help pages and need further assistance please contact our dedicated 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).

Alternatively, you can write to us at:

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

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

For information on your Reward Card, please visit our dedicated Reward Card page.