RETURNS & CANCELLATIONS
Our Returns Policy
Changed your mind? Don’t worry, you can return items in store or by courier using our Returns Tool. Click here to access our Returns Tool. To return items from other Brands please see the information below.
We’ll be happy to exchange or refund within 28 days of purchase if you bought the items in store, or within 28 days of you receiving the items if you ordered them online. 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.
In-Store Returns (Free)
Returning to store is super simple. Use our Store Finder to locate your nearest Matalan store. Simply bring along your item(s) and receipt, then our colleagues will sort the rest.
For online orders, we offer refunds within 28 days of you receiving the items. Unwanted items must be returned with the original receipt, unworn, and in the condition they were purchased, including all packaging.
Please note, we’re unable to accept returns to our Matalan Clearance Stores.
Exceptions apply – please see below for more details. Please note: Electrical goods and large home items* cannot be returned to stores and must be arranged for collection. For more information, please contact Customer Services.
We don’t offer an exchange service by post, but you can return any online purchases for a refund using our Returns Tool
The parcel should contain the items you want to return, in their original condition, as well as your original delivery note with the returns section fully completed.
Unfortunately we don’t offer free postal returns – you’ll have to pay for the postage unless you’re returning faulty or damaged items. The parcel should contain the item(s) you purchased that you wish to return in their original condition and your original delivery note with the returns section fully completed, clearly stating which item(s) you are returning and the reasons why you are returning the goods.
Once we've received your parcel back at our warehouse, please allow 14 days for your refund to arrive. We'll get in touch when your refund has been processed.
We will also refund your delivery charge if you’re an EU customer cancelling under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – please see below for more details.
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.
A refund will be issued in the method the payment was made. This is in line with your consumer right of return and refund.
If payment was made using a gift card, refund card or e-gift card then the refund will go back on to the original card – so keep it safe.
If you need advice on returning by post, our customer services team will be happy to help. Please visit our Help Centre page to review our frequently asked questions, or get in touch.
We are offering extended exchange for selected items of School Uniform bought from us between 1 July 2024 and 31 August 2024. This extended exchange offer is in addition to our standard returns policy set out above.
Until 9 December 2024, provided that we have the relevant products and sizes in stock, we will exchange items of School Uniform for an alternative size even if you are returning the item of School Uniform after 28 days of purchase (if you bought the items in store), or after 28 days of you receiving the items (if you ordered them online). Items must be returned with the original receipt, unworn and in the condition they were purchased, including all labels, tags and packaging.
The standard exemptions to our refund policy (see below) apply to this extended exchange offer. This extended exchange offer relates only to Matalan own brand school uniform and P.E. kit (excluding trainers) and excludes all products from the following third-party brands and the third-party brands listed below within “Return Items from other Brands”:
- Toezone
- Hush Puppies
- Where’s that From
- Mirak
- Jack & Jones (outerwear)
- Only Girls (outerwear)
- Tresspass (outerwear)
- Umbro
- Bag Base
- Hype
- Speedo
Return Items from other Brands
Please note: Brands listed below require returns via the specified postal service or method. For all other items, follow Matalan's return policy.
We’ll be happy to exchange or refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
BLUE VANILLA
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Blue Vanilla. Please note this link can only be used to return Blue Vanilla products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
BRAND THREADS
Returns must be arranged directly to the supplier using the Evri link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Brand Threads. Please note this link can only be used to return Brand Threads products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
BRANDSIN
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
GARDINERS
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
GINI LONDON
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
GOLDEN MOMENTS
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Golden Moments. Please note this link can only be used to return Golden Moments products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
IZABEL
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
LINZI
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
MADEIN
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
MELA
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Yumi & Mela. Please note this link can only be used to return either Mela or Yumi products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
PEERS HARDY
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Use the following link to arrange your return Click here to arrange your return to Peers Hardy. Please note this link can only be used to return Peers Hardy products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
PERTEMBA
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
PINK VANILLA
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Pink Vanilla. Please note this link canonlybe used to return Blue Vanilla products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
QUIZ
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
ROMAN
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
THREADBARE
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Threadbare. Please note this link can only be used to return Threadbare products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
URBAN BLISS
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
WHERE'S THAT FROM
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Use the following link to arrange your return Click here to arrange your return to Where's That From. Please note this link can only be used to return Where's That From products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
YUMI
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Yumi & Mela. Please note this link can only be used to return either Mela or Yumi products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
BRAND THREADS
Returns must be arranged directly to the supplier using the Evri link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Brand Threads. Please note this link can only be used to return Brand Threads products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
BRANDSIN
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
PERTEMBA
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
THREADBARE
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Threadbare. Please note this link can only be used to return Threadbare products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
BRAVE SOUL
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
ANGELCARE
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
BRAND THREADS
Returns must be arranged directly to the supplier using the Evri link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Brand Threads. Please note this link can only be used to return Brand Threads products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
BRANDSIN
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
CHARACTER WORLD
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
CLAIR DE LUNE
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
EAST COAST FURNITURE
We’ll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please note: if your order requires a 2 person collection, please contact Matalan Customer Services to arrange a collection for your return.
ICKLE BUBBA
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please return your items using the returns slip provided with your items. Please note this item cannot be returned to Matalan stores.
For more information and other queries, please contact Matalan Customer Services.
IGSM
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
MV SPORTS
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
PAUL MURRAY
You can return your items to us within 28 days. You can get a free returns label fromwww.evri.com/return-a-parcel. You will need to enter PaulMurrayPlc as the retailer, you will also need your order number and email address. please follow the instructions on the site to return your items. For more information and other queries, please contact Matalan Customer Services.
PEERS HARDY
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Peers Hardy. Please note this link can only be used to return Peers Hardy products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
PERTEMBA
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
RED KITE BABY
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
RUBIES
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
TOEZONE
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
WHERES THAT FROM
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Use the following link to arrange your return Click here to arrange your return to Where's That From. Please note this link can only be used to return Where's That From products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
WILTON BRADLEY
Returns must be arranged directly to the supplier using the returns link provided in your packing slip. We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Unfortunately, returns cannot be accepted in-store. For more information and other queries, please contact Matalan Customer Services.
ARTHOUSE
We'll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
We encourage you to measure your walls correctly ahead of your purchase to ensure you get the right number of rolls.
ASIATIC
If you would like to return this product, please visit https://www.asiatic.co.uk/pages/returns-policy to complete the returns form and arrange a collection within 28 days. Please inspect your purchase on receipt and if damaged or faulty please advise us within 14 days by calling 0333 004 4444. Please retain all packaging materials. If an item needs to be returned, please ensure that it is appropriately packaged.
For more information and other queries, please contact Matalan Customer Services.
CASCADE
We'll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
CHARACTER WORLD
We'll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
HAUCK
We’ll be happy to exchange or refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please contact Matalan Customer Services to arrange a collection for your return.
IT LUGGAGE
Please return your items using the returns slip provided with your items. For more information and other queries, please contact Customer Services.
If your product has a manufacturing fault and is still within 12 months from the purchase date you may return to any store as long as you have your receipt. After 12 months, the remaining warranty lies with IT Luggage. You can find out more information about IT manufacturer warranty here: https://itluggage.com/pages/warranty-requirements
J ROSENTHALS
We’ll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
JULIAN BOWEN
We’ll be happy to exchange or refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please contact Matalan Customer Services to arrange a collection for your return.
IGSM
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Use the following link to arrange your return
KAIKOO
We'll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
LLOYD PASCAL
We’ll be happy to exchange or refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please contact Matalan Customer Services to arrange a collection for your return.
LPD FURNITURE
We’ll be happy to exchange or refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please contact Matalan Customer Services to arrange a collection for your return.
MELROSE
Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please contact Matalan Customer Services to arrange a collection for your return.
MH STAR
We’ll be happy to exchange or refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please contact Matalan Customer Services to arrange a collection for your return.
MURIVA
We'll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
We encourage you to measure your walls correctly ahead of your purchase to ensure you get the right number of rolls.
PEERS HARDY
Returns must be arranged directly to the supplier using the Royal Mail link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Use the following link to arrange your return Click here to arrange your return to Peers Hardy. Please note this link can only be used to return Peers Hardy products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
PHOENOX
We’ll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
PREMIER DECORATIONS
We’ll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please note: if your order requires a 2 person collection, please contact Matalan Customer Services to arrange a collection for your return.
RIVA HOME
We’ll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
ROCK
We’ll be happy to exchange or refund free of charge within 28 days of you receiving the items ordered online . For information on returning an item go to www.rockluggage.com/returns. For more information and other queries, please contact Matalan Customer Services.
RKW
Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please contact our customer services team for Electricals on the helpline number for any faulty or replacement goods at RKW on 0333 220 6059 or email [email protected].
RU COMFY
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
You can contact us via email at [email protected] or call us at0845 521 9336. Please have your "Supplier Order No. to hand to ensure the process is as fast as possible!0
For more information and other queries, please contact Matalan Customer Services.
TURNER BIANCA
We’ll be happy to exchange or refund free of charge to stores within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
VALUE LIGHTS
To return your item please email [email protected] our customer care team will review your request, and you will receive a free returns label to your email. Don't panic if you don't have a printer, you can also be sent a QR code that can be used. Pack up your items) in the original packaging and head down to your local Evri parcel shop, with the attached printed returns label, or the QR code handy for the Clerks to scan.
Please remember to keep hold of your returns receipt as this is confirmation of the return being sent back to us. Please note this item cannot be returned to Matalan stores
For more information and other queries, please contact Matalan Customer Services.
WELCOME FURNTIURE
We’ll be happy to exchange or refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please contact Matalan Customer Services to arrange a collection for your return.
WILTON BRADLEY
Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
Please note: Lay Z Spa orders are exempt from free returns, please contact supplier and await update.
VIRGIN EXPERIENCE DAYS
We’ll be happy to refund your Virgin Experiences Day within 28 days of receipt, providing the voucher is still valid and has not been redeemed. To arrange a cancellation or refund of your Virgin Experience Day, please contact Matalan Customer Service Team.
FITNESS WHOLESALE
Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
To return your items, please contact customer care on 0153 081 0870 or email [email protected] to arrange your return.
PRESTIGE TOUCH
Returns must be arranged directly to the supplier using the Evri link provided on your packing slip. Unfortunately, returns cannot be accepted in-store. Click here to arrange your return to Prestige Touch. Please note this link can only be used to return Prestige Touch products.
We’ll be happy to refund free of charge within 28 days of you receiving the items ordered online. Items must be returned in the condition they were purchased, including all packaging, along with the delivery note filled in with the reason for the return.
For more information and other queries, please contact Matalan Customer Services.
ROCK
Returns must be arranged directly to the supplier using the link provided on your packing slip. We’ll be happy to exchange or refund free of charge within 28 days of you receiving the items ordered online. Click here to arrange your return to Rock. Please note this link can only be used to return Rock products
For more information and other queries, please contact Matalan Customer Services.
REFUND POLICY
To qualify for our refunds policy, all items must be in a re-saleable condition i.e. undamaged, in their original and undamaged packaging, unworn and complete with all tags and labels attached.
We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods that are not in a re-saleable condition may be returned to you at your expense.
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. Without proof of purchase, we are unable to offer an exchange or refund.
If you return a single item bought as part of a multi-buy discount offer (for example, 2 for £20) you will be refunded the full price of the item, minus any discount given in the offer. If you return all items purchased with the multi-buy offer, then you’ll refunded with the full multi-buy value.
Our refunds policy is in addition to your statutory rights.
There are exceptions to our refunds policy for certain items. This is not an exhaustive list, and these conditions do not affect your non-excludable statutory rights.
Please note: the below list applies to both in-store and online purchases.
For reasons of health, hygiene safety and copyright, we are unable to exchange or refund the following products once worn or once the packaging has been opened or damaged, unless the items are of unsatisfactory quality or unfit for purpose:
- Pierced earrings
- Cosmetics/fragrances
- Hats
- Hair accessories
- Duvets
- Duvet covers
- Pillows
- Mattresses
- DVDs
- Confectionery
- Underwear and shapewear (in the interest of hygiene please do not remove briefs when trying on garments)
- Control wear
- Hosiery
- Swimwear (unless the hygiene strips and tags are still in place)
Gift vouchers are non-refundable and cannot be exchanged for cash. This does not affect your statutory rights
If you are a consumer, you have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Regulations”) during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep goods, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or Trading Standards office.
However, for reasons of health, hygiene, safety and copyright this cancellation right does not apply in the case of:
- pierced earrings, cosmetics, fragrances, hats, hair accessories, quilts, duvets, pillows, DVDs (in original packaging with any security seals still intact), confectionery, underwear (unless the hygiene strips and tags are still in place), control wear, hosiery and swimwear (unless the hygiene strips and tags are still in place); and
- sealed audio or sealed video recordings or sealed computer software, once these Products are unsealed after you receive them; and
- any goods which become mixed inseparably with other items after their delivery.
Your legal right to cancel a contract starts from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the contract between us is formed. Your deadline for cancelling the contract then depends on what you have ordered and how it is delivered, as set out in the table below:
You |
End of the cancellation period |
|---|---|
| Your contract is for a single product (which is not delivered in instalments on separate days). | The end date is the end of 14 days after the day on which you receive the goods. Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the goods on 10 January you may cancel at any time between 1 January and the end of the day on 24 January. |
| Your contract is for either of the following: one product which is delivered in instalments on separate days. Multiple products which are delivered on separate days. | The end date is 14 days after the day on which you receive the last instalment of the goods or the last of the separate goods ordered. Example: if we provide you with a Dispatch Confirmation on 1 January and you receive the first instalment of your goods or the first of your separate goods on 10 January and the last instalment or last separate goods on 15 January you may cancel in respect of all instalments and any or all of the separate goods at any time between 1 January and the end of the day on 29 January. |
| Your contract is for the regular delivery of a product over a set period. | The end date is 14 days after the day on which you receive the first delivery of the goods. Example: if we provide you with a Dispatch Confirmation on 1 January in respect of goods to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all goods to arrive during the year. |
To cancel a contract, you just need to let us know that you have decided to cancel by getting in touch with our customer services team through our Help Centre.
If you are emailing us or writing to us, please include details of your order to help us to identify it. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or email us before midnight on that day.
If you cancel your contract we will:
- Refund you the price you paid for the goods. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. See our Returns page for information about what handling is acceptable.
- Refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of goods within 3-5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
- Make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
-If you have received the goods and we have not offered to collect it from you: 14 working days after the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.
For information about how to return goods to us, see provisions set out below;
-If you have not received the goods or you have received it and we have offered to collect it from you: 14 working days after you inform us of your decision to cancel the contract.
-If you have returned the goods to us under this consumer right of return and refund pursuant to the Regulations because they are faulty or misdescribed, we will refund the price of the goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.
We will refund you on the credit card or debit card used by you to pay, but in the event of a partial refund we reserve the right to issue a cheque to you. If the card you used to pay with expires before the refund is made please call us to give us your new card details. If you paid with a gift card, refund card or e-gift card we will refund you back on to the original card – so keep it safe.
-If goods have been delivered to you before you decide to cancel your contract:
- You must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the contract. You can either send it back or return it to us in-store. Please note that we do not offer an exchange service by post. Please see our Returns page headed Returns by Post for our returns address and how to arrange a return;
- Unless the goods are faulty or not as described (in this case, see above), you will be responsible for the cost of returning the goods to us. If the goods cannot be returned by post, we estimate that if you use the carrier which delivered the goods to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection from our usual carrier.
FAQ's
• Curtains/blinds
• Drawer units
• Large mirrors
• Large storage boxes
• Lighting
• Nursery furniture
• Outdoor furniture
• Rugs
• Tables, chairs and benches
• Wardrobes
To qualify for our refunds policy, all items must be in a re-saleable condition i.e. undamaged, in their original and undamaged packaging, unworn and complete with all tags and labels attached.
We reserve the right to refuse to refund items that are returned that are not in re-saleable condition. Goods that are not in a re-saleable condition may be returned to you at your expense.
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. Without proof of purchase, we are unable to offer an exchange or refund.
If you return a single item bought as part of a multi-buy discount offer (for example, 2 for £20) you will be refunded the full price of the item, minus any discount given in the offer. If you return all items purchased with the multi-buy offer, then you’ll refunded with the full multi-buy value.
Our refunds policy is in addition to your statutory rights.