Our stores in England are now open. Please note online deliveries may take up to 10 working days.
Find out more about shopping and returns here.

Here to help

Got a question? Don’t worry – we’re here to help. Here’s a list of answers to common queries about delivery, returns and more.

1. How do I return an online order?

You can return any online purchases to your local Matalan store as well as by post.

In areas where stores are closed due to COVID-19, we have extended our 14 day returns period - please see our returns page for more 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.

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 10 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 using the details provided in the Contact Us section below.

  • 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.


Can't see the answer to your question here? Check out our FAQs page for more help.


If you can't find an answer on our help pages, please get in touch with our customer care team at cs@matalanonline.co.uk or give us a ring on 0333 0044444. Working hours are 8am to 6pm Monday to Sunday.

You can also message us on Facebook or Twitter.

Responses are still taking a bit longer than usual - we're trying to get back to order related enquiries within 7 days. Thanks for bearing with us - 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).

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