How can we help?

See what other customers are frequently asking to help you solve your query quickly.

1. Top 5 Frequently Asked Questions

   1. Where is my order?

      Please check My Account.

   2. What is your returns policy?

      For more information and our full returns policy, please see our returns page.

   3. How do I return an item?

      You can return to your local Matalan store within 28 days of purchase.
      For more information on how to make a return, please see our returns page.

   4. How do I contact you regarding my order?

      If you’ve been unable to find a solution on our help pages and need further assistance, please contact our dedicated customer care team.
      Email: [email protected] (please be aware that our typical response times are between 24-72 hours depending on our volumes).

   5. Where can I find your store ?

      Find your local Matalan store with our Store Finder.

2. Order Enquiry

   Can I track my order?

   Click & Collect

   We will keep you updated throughout every stage of the process via email and text message, please see the steps below:

   Step 1. OTP email

   Upon placing your order, you will receive an email with OTP number to confirm your order.

   Step 2. Confirmation email

   You will receive another email to confirm that your order is being processed. Please check this to ensure that your order details are correct.

   Important: Please check that your confirmation email has been received. If you don’t receive your confirmation within an hour of placing your order, please contact a member of our dedicated customer service team. Your email address may have been typed incorrectly and will need to be updated in order for you to receive your collection email.

   Step 3. Collection email

   Once your order is ready in your selected store, you will receive an email to let you know. and will be available for collection within 48hours.

   Step 4. Cancellation email

   If your orderd item is not avaliable in the store, you will recieve an email to let you know that order has been cancelled.

   Step 5. Cancellation email

   If your order is not collected within 48hours we will cancel the order. You will receive an email advising that your order has been cancelled.

3. Returns & Refunds

   Returns & Refunds

   You can return to your local Matalan store within 28 days of purchase.

   For more information on how to make a return, please see our returns page.

4. Click & Collect

   When will my order be available for collection in store?

   Your order will ready in your selected store within 48 Hours. Once your order has been ready in store, you will receive an email notification.

   How long will my order be available for collection?

   If your order remains uncollected after 48 hours we will automatically cancel your order in full..

   How do I cancel a Click & Collect order?

   You are able to cancel your Click & Collect order within 20 minutes of placing your order. If you are within the timeframe, please send a cancellation mail to: [email protected]

5. Technical

   What should I do if I’ve forgotten my password?

   If you have forgotten your password, you can use the password recovery function on the login screen to request a reminder. Please note that customer services are not able to reset passwords or provide them to you.

   How do I change my online details?

   Simply log into your account using your original email address and password. Click on ’My Account’, followed by ‘Account Details’. Here you will be able to update your Name, email address, password, contact number. Click the ‘Order History’ tab to view the previous order history. Click the ‘My Password’ tab to change the current password

6. Store Finder

   Find your local Matalan store with our Store Finder.

7. Additional Help

   If you’ve been unable to find a solution on our help pages and need further assistance please contact our customer care team on:
   Email: [email protected]