Customer Reviews & Ratings Policy

At Matalan, we're here to bring you quality, value, and style you can trust — whenever and however you choose to shop with us. Your feedback plays a big part in helping us deliver that promise. It also helps other customers make confident choices.

That’s why we’re committed to making sure all reviews and ratings on our website and app are genuine, helpful, and fair.

 

What we ask from you

When you leave a review, we ask that you follow a few simple guidelines:

• Share your honest opinion, based on your real experience with the product or service.

• Only leave a review if you’ve genuinely used or bought the item.

• Make sure your rating matches your review.

• Don’t submit reviews in return for payment, free products, discounts, or other perks — unless you clearly say so in the review.

• If you have been offered an incentive, make it clear in your review, and only share your true opinion.

We also ask that your review doesn’t include anything misleading or inappropriate.

 

How reviews are checked

To make sure all reviews are trustworthy, we work with Power Reviews, a trusted global partner that helps us collect and manage customer reviews.

They use smart technology and human checks to ensure every review is real, fair, and follows the rules. This means you can trust the feedback you’re reading — and so can we.

 

How we treat reviews

We believe in fairness. So we treat all reviews the same — whether they’re glowing, neutral, or not-so-great. We only remove or block reviews that break our policy.

We will never:

• Change what you’ve written (unless there are typos that affect how it reads).

• Reject a review just because it’s negative.

If a product has a star rating, it’s based on the average of all customer ratings — including different sizes or colours of the same item. You’ll also see how many reviews that rating is based on.

Why your review might not be published

Your review may be unpublished if it includes any of the following:

• Safety Alerts (e.g., violent or harmful content)

• Customer service requests with personal contact details

• Legal threats or calls for action

• Definitive pricing information or promotions

• Offensive or profane language

• Personal details like full name, address, email, or phone number

• External website links or URLs

• Irrelevant or off-topic content

• Mentions of other retailers or stores (unless making product comparisons)

• Conflicting information, such as ratings that don’t match the review sentiment

• Reviews in a language not matching the expected locale

• Reviews by or referring to underage users

• Duplicate submissions

• Content copied from other sources

• Fraudulent or fake reviews

• Test or placeholder reviews

• Reviews flagged by the client for special moderation

• Reviews discussing topics other than the product e.g. delivery or customer service

 

If something doesn’t look right

If you spot a review that doesn’t seem genuine, or you have a concern about one of our products or services, please get in touch with our Customer Services team. We’re here to help.

 

What happens if a review breaks the rules

We take this seriously. If a review doesn’t follow our policy, we may remove it — and in some cases, suspend the customer account linked to it.

 

Keeping things up to date

We’re always working to improve, so this policy might change from time to time. Be sure to check back before leaving a new review.

Last updated 12/09/2025