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.

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 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.

MORE FAQs

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

CONTACT US

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.

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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