CUSTOMER SERVICES
Store Finder
Need to check where your local Matalan store is? Whether you're planning to use our Click & Collect service, planning a shopping spree at your local store or just need to check the address, you can find all the details you need here...
Delivery and Returns
Whether you want to check when to expect your order, check the great value delivery prices or if you need to,
Once you place your order, we will pick your items from our warehouse, and pack them for dispatch.
For information on how long your parcel will take please click the link below.
Find out how you can return anything to us, you can find all the details you need here...
How to Track your order
You can track your order from the link on your order dispatch email. If you cannot find your parcel details, or you have another query, we will be happy to help you. You can also review our FAQs or get in touch for more help.
Alternatively, you can write to us at:
Website Customer Services Matalan, Perimeter Road, Knowsley Industrial Estate, Kirby, Knowsley, L33 7SZ
(This address is not a returns address.)
How to Use a Promo Code
Enter your promotional code at the checkout in the 'apply code' box and click on the 'apply code' button. If this code is valid it will automatically update your total.
Help and FAQs
Do you have a question? Questions about how you can pay, how to manage your account, the services we offer or your order? We may already have the answer here for you...
Terms and Conditions
Here you will find everything you need to know about our competitions, great promotions and check legal information.
Privacy Policy
Want to check how we use the information you give us or understand how your online account works? You'll find all the details you need here...
Please be assured everywhere possible we give you choice of how we communicate with you, but there are certain communications which are necessary for the operation of this site or which we are required to send by law.
Product Recall
From time to time we may find an issue with one of our products, to make sure you only have our best products, we'll post updates of any product recalls here, you'll find all the details you need.
Please be assured Matalan remains committed to the highest levels of product safety and standards, and apologise for any inconvenience this may cause.
Acceptable Use Policy
This acceptable use policy sets out the terms between you and us under which you may access our website. This applies to all users of, and visitors to, our site.
Delivery - Formerly Delivery and Returns
Whether you want to check when to expect your order or check the great value delivery prices you can find all the details you need here...
Cancellation and Returns
Click here for our cancellation and returns policy…
Click here for to download our cancellation form...
Gift Vouchers
Have you been lucky enough to get a voucher as a gift, or saved them up for a shopping spree? This page will explain which vouchers we accept and how they can be used. You'll find all the details you need here...
How to make a complaint
Most of our customers have a great experience when shopping with Matalan. However, we know that there may be occasions where things can go wrong, and you may wish to make a complaint.
We want to make this as simple and easy for you as possible, and ensure that we address your experience in a timely manner. We therefore endeavor to resolve complaints within 14 days of receipt. There may be occasions whereby this is exceeded. However, we will inform you of the progress of your complaint throughout.
If you have a poor experience in store, the best course of action is to raise this to either the store manager or Customer Service Manager at the time of the incident, so that this can be addressed immediately.
If you are an online customer, or you don’t feel that your complaint has been addressed to your satisfaction in-store, we would request that you document the incident and either send this information via a letter to our Complaints team, via one of our get in touch options.
Address:
Complaints Department, Matalan, Perimeter Road, Knowsley Industrial Estate, Kirby, Knowsley, L33 7SZ
Please include information, such as:
- Your contact details including your Matalan card number (if you have one)
- The time and date of the incident (Approximate)
- Names of parties involved
- A detailed recollection of the event
Once your complaint is received, one of our dedicated team will be assigned to own your case and investigate this for you. They will then liaise with you directly to resolve your complaint.
In the event that your complaint is not resolved to your satisfaction, or we haven’t provided you with a resolution with 8 weeks; you do have third party options available to you, for your matter to be escalated to. These include: Trading standards, Citizens advice Bureau, The retail Ombudsman or you can obtain independent legal advice.
Contact Us
Need help? You can review our FAQs, or get in touch with our team who will be happy to help.
Alternatively, you can write to us at:
Website Customer Services, Matalan, Perimeter Road, Knowsley Industrial Estate, Kirkby, Knowsley, L33 7SZ
(This address is not a returns address.)