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Refund Policy

Terms & Conditions of our policy

If you have changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it.

To qualify for our refunds policy:

  • Goods must be returned within 28 days from purchase or collection.
  • Goods must be returned with your original receipt
  • Goods must be in a re-saleable condition i.e. undamaged, in their original and undamaged packaging, complete with all tags and labels attached.
  • Goods must be unworn

We reserve the right to refuse to refund items that does not meet the above terms & conditions, if such items are not faulty.

You may return item(s) by post or directly to your nearest Matalan Stores.

A refund will be issued in the method the payment was made.

See below for the full list of products that can’t be returned.

Your statutory rights is not affected by this.

Returns by Post

We don’t offer an exchange service by post, but you can return any online purchases to us for a refund at the store near you. Use our Store Finder tool to find details of your nearest store.

The parcel should contain the items you want to return, in their original condition, as well as your original delivery note clearly writing/stating at the back of it which item(s) you are returning and the reasons why you are returning the goods. Unfortunately we don’t offer free postal returns – you’ll have to pay for the postage.

Once we've received your parcel back at the store, please allow 14 days for your refund to arrive. We'll get in touch when your refund has been processed.

Please ensure your items are securely packaged, and dispose of any broken glass before returning to us. Don’t forget to obtain proof of posting, and please allow at least two days for your goods to reach us.

We can’t accept responsibility for items that are lost or damaged in the post.

If you need advice on returning by post, our customer services team will be happy to help. Responses are taking a bit longer than usual, so please visit our Here to Help page before getting in touch. Please contact us for any urgent issues.

Additional T&C:

1. All credit/debit cards details and personally identifiable information will NOT be stored, sold, shared, rented or leased to any third parties.

2. The Website Policies and Terms & Conditions may be changed or updated occasionally to meet the requirements and standards. Therefore the Customers’ are encouraged to frequently visit these sections in order to be updated about the changes on the website. Modifications will be effective on the day they are posted.

3. We accept payments online using Visa and MasterCard credit/debit card in their respective local currencies, The logo of the accepted cards are to be mentioned on their Home page and on their Payment check out page.

4. www.matalanme.com will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of respective countries.

5. Refunds will be done only through the Original Mode of Payment.

6. Any purchase, dispute or claim arising out of or in connection with this website shall be governed and construed in accordance with the laws of respective countries.

Which Products can’t be returned?

For health, hygiene and copyright purposes, we are unable to sell or refund the following goods once worn or when the packaging has been opened or damaged unless the pieces are of unsatisfactory quality or inappropriate for use:

  • hats;
  • quilts;
  • duvets;
  • pillows;
  • underwear and shapewear (In the interests of hygiene please do not remove briefs while trying on clothes);
  • protection wear;
  • hosiery; and
  • swimwear (unless the hygiene strips and tags are still in place).

Gift vouchers are non-refundable and cannot be exchanged for cash.