Matalan Return Policy: Simple Guide for Store & Online Orders

Whether you picked up a bargain in your local Matalan or ordered a big home haul online, it helps to know exactly how their
returns work. Matalan has a clear 28-day return window for most items, plus special rules for online orders,
brand-partner products, large home items and hygiene-sensitive goods. This guide breaks it down in plain English so you know
what to expect at the till or when posting something back.

Key Points at a Glance

Standard window: 28 days for most in-store and online purchases.
Where to return: Most Matalan items can go back to store; some large home and electrical items need a collection.
Online orders: Return in store where allowed or by post using the Matalan Returns Tool.
Condition: Items must be unworn/unused, in re-saleable condition, with all labels, tags and packaging.
Proof of purchase: Original receipt or delivery note is required for refunds or exchanges.
Exclusions: Certain hygiene items, cosmetics, earrings, foods, DVDs and gift vouchers have stricter rules.
Festive period: Extended Christmas returns window for purchases made from early October to Christmas Eve.

Standard 28-Day Returns Policy

For most items bought from Matalan, the standard promise is:

In-store purchases: You have 28 days from the date of purchase to return items.
Online purchases: You have 28 days from the date you receive the order to send items back.

To qualify, items must be:

Unworn / unused
Undamaged and in a re-saleable condition
Returned with all original packaging, labels and tags still attached
Accompanied by the original receipt (for store purchases) or delivery note (for online orders)

When these conditions are met, Matalan will normally refund you using the same payment method you used to buy.

In-Store Returns

Returning to a Matalan store is usually the easiest option for most customers.

How In-Store Returns Work

Use the Store Finder on Matalan’s website to locate your nearest branch.
Bring the item(s), in their original condition, plus your receipt or proof of purchase.
Take everything to the till or customer service area and a colleague will process the refund.
For online orders, bring the item(s) along with the delivery note.

Important points:

Matalan clearance stores do not accept returns.
Large home items and electrical goods often cannot be returned in-store and must be collected instead (see below).

Online Orders & Returns by Post

If you ordered from Matalan online and don’t want to go into a store, you can return by post.

Using the Matalan Returns Tool

Visit the Returns Tool via the “Returns” section on the Matalan website.
Enter your order details and follow the steps to create a return.
Pack the items securely in their original packaging.
Include your delivery note with the returns section filled in, showing what you’re sending back and why.
Attach the postage label you generate and post the parcel back.

Things to keep in mind:

Matalan does not provide free postal returns for change-of-mind returns – you pay for postage unless the items are faulty or damaged.
Keep your proof of posting and tracking number until the refund shows on your account.
Once Matalan receives your parcel at their warehouse, they ask you to allow around 14 days for the refund to arrive.

Large Home Items & Electricals

Some products sold by Matalan are classed as “large items” – for example:

Large furniture (tables, wardrobes, nursery furniture, outdoor sets)
Big rugs, large mirrors, big storage boxes
Lighting and other bulky home pieces

In many cases:

These items cannot be returned to stores.
You’ll usually need to contact Customer Services to arrange a collection.
Items should be kept in good condition and, where possible, in their original packaging ready for pickup.

Electrical goods, particularly large ones, follow similar rules – you may need to arrange a collection instead of taking them back in person. Check your order paperwork or the help pages if you’re unsure which route applies to your product.

Returns for “Other Brands” Sold Through Matalan

Matalan also sells items from partner brands (for example, certain fashion, footwear, nursery and beauty brands). These often
come with separate return instructions.

For many partner brands, you must return items directly to the supplier, not to a Matalan store.
Your packing slip or delivery note normally includes:
- A specific Royal Mail, Evri or other courier link, or
- A QR code or email address to arrange the return.
The usual window is still 28 days from receipt, and items must be in their original, unused condition.
Returned partner-brand items are refunded via your original payment method once processed by the supplier.

Partner-brand returns are clearly flagged on the Matalan returns page. If your item came with a special label or separate leaflet, follow that rather than the general store-return process.

Refund Policy & Conditions

To qualify for a refund under Matalan’s policy, all items must be:

Re-saleable: undamaged, clean and in good condition.
In their original and undamaged packaging.
Unworn (for clothing and footwear) and complete with all tags and labels attached.
Returned with the original receipt or delivery note.

Matalan reserves the right to:

Refuse a refund if items are not in re-saleable condition.
Return such goods back to you at your expense if you still want them.

Multi-Buy Offers

If you return only part of a multi-buy offer (for example, “2 for £20”):

You are refunded for the returned item minus any discount that applied to it in the offer.
If you return all items bought in the multi-buy, you get the full multi-buy amount back.

Items You Can’t Return (Unless Faulty)

For reasons of health, hygiene, safety or copyright, Matalan will not usually refund or exchange certain items once
worn or once the packaging has been opened or damaged, unless the goods are unsatisfactory or unfit for purpose.

This list applies both in store and online and includes items such as:

Pierced earrings
Cosmetics and fragrances
Hats and hair accessories
Duvets, duvet covers and pillows
Mattresses
DVDs and some media products
Confectionery and similar food items
Underwear, shapewear and control wear
Hosiery
Swimwear where hygiene strips or tags have been removed

Some personalised products sold by Matalan partners are also non-returnable unless they arrive damaged or defective.
Always double-check your custom text and choices when ordering.

Gift vouchers are non-refundable and cannot be exchanged for cash (this does not affect your legal rights).

Christmas & Extended Returns

Around Christmas, Matalan introduces an extended returns window. For example, recent policies have allowed:

Items bought between 1st October and 24th December to be returned up to 31st January with a receipt, for a refund or exchange.

The exact dates can vary slightly each year, so always check the current Christmas returns note on the Matalan website or your receipt for the year you purchased.

Legal Cancellation Rights for Online Orders

In addition to Matalan’s own 28-day policy, UK and EU customers benefit from statutory “cooling-off” rights when shopping online:

You normally have 14 days from the day you receive your order to tell Matalan you want to cancel.
You then have another 14 days to send the goods back.
Matalan will refund the item price and the standard delivery cost (any extra paid for faster delivery is usually not refunded).
Some items (such as certain hygiene products, personalised goods and opened sealed media) are excluded, in line with the law.

These legal rights sit alongside Matalan’s own policy and do not replace it. If the item is faulty or misdescribed, you have additional protections under consumer law.

Refund Timelines & Payment Methods

Once Matalan has accepted your return:

In-store refunds to card are usually processed straightaway, though it can take a few working days for your bank to show the credit.
Postal returns may take up to about 14 days after Matalan receives the parcel for the refund to appear.
Refunds go back to your original payment method:
- Card purchases back to the same card
- Gift card, refund card or e-gift card purchases back onto that card
- Klarna / Clearpay refunds processed to your finance provider once Matalan has accepted the return

Quick FAQ: Matalan Returns

How long do I have to return items?
Typically 28 days from purchase in store or from the day you receive online orders. Christmas purchases may have an extended deadline.
Can I return online orders in store?
Yes for most standard Matalan items, but large home items, electricals and many partner-brand products must be returned by post or collection using the instructions on your delivery note.
Do I need my receipt?
Yes. Matalan’s policy requires proof of purchase for refunds or exchanges. Without it, staff may not be able to help.
Can I return worn clothes or opened bedding?
Not for change of mind. Clothing must be unworn with tags attached, and items like duvets, pillows and mattresses must be unopened. Faulty items are handled separately under your consumer rights.
Are my legal rights affected?
No. Matalan’s refund policy is in addition to your statutory rights for faulty, misdescribed or online purchases.

If you keep your receipt, keep items in good condition, and act within 28 days (or the Christmas window for gifts), returning to
Matalan is usually straightforward. When in doubt, check the latest returns page on their website or speak to Customer Services
before you travel.