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).

You can also track your parcel using the Evri mobile app. Click here to find out more via the Evri website.

Unfortunately tracking isn’t available on Click & Collect orders – but we’ll always keep you updated via email and text as your goodies make their way to you. 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.

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 despatched from our warehouse, soon to be on its way to your door or local store.

Delivery: It’s arrived

Yay – it’s here! Your order should 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?

If you want to cancel your order, let us know as soon as possible after ordering by emailing cs@matalanonline.co.uk.

Important: Please include the word ‘cancellation’ as well as your order number in the subject line of your email. Your refund will be issued within 2-5 days of your order being cancelled.

What delivery options do you offer?

Please visit our Delivery page for details of our delivery options.

Do you offer International Delivery?

Unfortunately we don’t currently deliver to addresses outside the UK.

Please be aware that any goods returned via Royal Mail may be impacted by the recent strikes and delays. As soon as we have received items back at our warehouse, we will start to process your return. Thank you.

Can I return an item if I change my mind?

Of course! We offer free in-store or low-cost postal returns - for up-to-date information about our refunds and returns policy, please visit our returns page.

Sale items

If goods are Sale items we will only offer an exchange or refund onto a refund card only.

In store refunds and exchanges

All goods must be returned within 14 days for a refund. Items must be returned with the original receipt, unworn and in the condition they were purchased, including all labels, tags and packaging. The refund will be issued on the method of payment you used.

What happens if my order arrives damaged/faulty?

If you’ve bought or received a product that’s damaged or faulty, pop into any of our stores along with your invoice or receipt for an exchange or refund. You can also send a picture of the problem to cs@matalanonline.co.uk, along with your order number, 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.

EXCEPTION: We will repair, replace or collect damaged items of Swift bedroom furniture if contacted within 14 days of delivery. Get in touch with our customer service team at cs@matalanonline.co.uk to arrange this.

Do you offer online exchanges?

No, unfortunately we are not able to offer exchanges at the moment.