Lindsey, do you know what Matalan´s Christmas return policy is? This is one of the questions our readers ask a lot. Well, we´ve got you covered.
When it comes to Christmas shopping, it can be difficult to decide what to do, especially if you’re worried about getting something that’s not quite right.
That’s why knowing the return policy of a store, and how it changes around the holidays, is important.
Matalan, a British clothing retailer, has a 14 day return policy for most of the year, but offers a special extension during the holidays so shoppers can shop without a worry.
This article explores the details of the Matalan return policy.
Table of Contents
What Is the Matalan Holiday Return Policy?
According to the official Matalan holiday return policy, as stated prior to the holiday in 2021, items purchased between the 1st of October and the 24th of December can be returned at any time up to the 14th of January for a full refund.
This gives customers between 3.5 months (or a total of 106 days) and 21 days to return any purchases made over the holiday period for an exchange or a full refund.
How Is The Holiday Return Policy Different From The Regular Return Policy?
The regular return policy gives customers a total of 14 days to return items for a refund.
For in-store purchases, this period starts on the day the item is purchased. For items purchased online, the 14 day period begins on the day the item is delivered and received by the customer.
Even the shortest duration of the holiday policy allows for an extra week when making returns, compared to the regular policy.
Why Is There A Different Policy For The Holidays?
Many retail stores, Matalan included, experience a high volume of purchases and online orders during the holiday season. The change in policy offers a benefit for both Matalan and their customers.
For customers, it offers the assurance of being able to shop for Christmas presents without having to be overly concerned with getting duplicates or something ‘not right’. If there’s a problem, items can be returned after the holiday without a problem.
For Matalan employees, it spreads out the potential volume of returns over a longer period of time and makes it easier for returns, exchanges, and refunds to be processed in a timely and efficient manner.
What Else Do I Need To Know About the Matalan Return Policy?
For a return to be accepted, the following conditions must be met:
– Item must come with original receipt or proof of purchase (packing or shipping label for online orders)
– Items should be unworn and in original packaging.
– Return must include the original tags and labels
Details Concerning Returns:
Returns can be made through an online portal or in store.
Refunds will be issued to the method you used to pay for the items.
Note: Currently, Matalan does not offer exchanges for online returns, only refunds.
Returns of ‘Sale’ items can only be made for an exchange or a gift card or voucher.
Returns cannot be processed at Matalan Clearance Stores.
Matalan does not offer free returns for returns made online or that require shipping to be returned.
– A fee of ~3 pounds is assessed for returns via an online portal.
– Customers are required to pay shipping fees on returns.
Returns made in-store are free of charge.
Returns of excessively worn articles, or items damaged by improper usage, may not be accepted.
Returns and exchanges made outside the designated return window may not be accepted, not even for reimbursement with a gift card or voucher.
Are There Any Items That Cannot Be Returned, or Are Exceptions To The Return Policy?
For health, safety, or copyright reasons, the following items cannot be returned for a refund or an exchange once the original package has been damaged or opened, unless the return is made due to faulty merchandise or clear damage not caused by the customer.
- Pierced Earrings (or other jewelry that might be used in piercings)
- Cosmetics or fragrances (once the seal is broken)
- Hats and Hair Accessories
- Duvets and Duvet Covers
- Pillows
- Mattresses
- DVDs
- Confections, such as candy
- Underwear, shapewear, hosiery, or swimwear (unless hygiene seals are intact)
Gift cards and vouchers also cannot be exchanged for cash.
How Do I Make A Return?
Returns can be made through an online system, with which they can be marked for collection or shipped back to a Matalan distribution center.
Returns can also be made in-store, by finding the location nearest you.
Process for In-store Returns:
Simply bring in the items you wish to return, in their original packaging along with the proof of purchase.
Your return will be processed at that time, and if accepted, the refund will be applied.
– Refunds made to a credit or debit card may take a few days to show up in your account.
Process for Online Returns:
The online returns process follows these steps:
- Repackage items with all necessary documentation – packing slips, receipts, and so forth
- Log into your account and select the items you wish to return
- Designate the items you will be returning.
- Select whether you wish to have items collected or use a drop off service.
- Make the payment in accordance with the service you’ll be using
- Print the Return Label
- Arrange the time and date for your service
- Track your parcel until it reaches its destination.
- Receive your refund or notice as to why the return was not accepted.
Process For Shipping Returns
Returns cannot be made for exchanges via post, but you can still make a return for a refund, or for a gift card.
Package the items you want to return, along with the return slip, original packaging, and original receipt or proof of purchase.
Matalan posts the return address on their website, and you can find it there.
Once everything is properly packaged and the return form filled out, ship the package – be advised that Matalan does not cover shipping costs for returns.
You may wish to use a service that offers a method of tracking your package, to be sure it gets to the proper location.
How Is The Process Different For International Returns?
At this time, Matalan does not offer shipping for orders outside the United Kingdom. Orders with a destination outside the United Kingdom cannot be processed or delivered.
Due to this fact, there are no provisions in place for international returns. If you’ve made a purchase and left the country, for whatever reason, you may need to find a way to get in contact with Matalan Customer Service to discuss the matter.
What Happens After I’ve Sent In My Return?
The process varies depending on how you choose to make your return. For in-store returns, your return will be processed and approved or refused at that time.
Once that is done, you can make an exchange, or request a refund.
Refunds, depending on the method of payment, may take a few days to appear in your account.
If you’re shipping your returned items via conventional shipping services, then you’ll need to wait for the items in question to be delivered to the designated processing location.
The same is true for items returned online through the pick-up or drop-off agency.
Once the items have been confirmed to have reached the designated return processing location, please allow 14 days for your return to be processed.
After that time, Matalan Customer Service will contact you regarding the status of your return, and whether it has been accepted or refused.
If your return is accepted, please allow 2-5 days for the refund to be processed and show up in your account.
Note: Online or Shipped Returns cannot be used in exchanges. The only options available using these services are for a refund or a gift card or voucher.
Does The Process or Policy Change If I Use Klarna Or Afterpay?
Matalan does not, at this time, accept Klarna, Afterpay, or any other delayed payment or split payment service.
The only accepted payment methods, aside from cash payments, are certain types of Credit Cards, and Paypal. All payments must be made in advance, prior to receipt of goods and services.
In terms of Credit Cards, Matalan currently only accepts the following:
– Maestro
– Visa Credit and Visa Debit
– MasterCard Credit and MasterCard Debit.
While this decision may seem somewhat limiting, it does streamline the process of returns and refunds, and allows for less confusion than split payments or multi-payment services might otherwise involve.
Final Thoughts
Matalan’s Holiday return policy allows for plenty of time to return or exchange items, whether they’re gifts that don’t work out quite right, items in the wrong size, or accidental duplicates.
The process is also fairly straightforward and offers plenty of options for making your returns with the least amount of hassle or expense, according to your schedule.
The most limiting consideration is the fact that exchanges can only be offered or applied with in-store returns.
While Matalan products and policies are only available in the United Kingdom at this time, it remains to be seen whether their enterprise will expand internationally in the future.
References
https://www.matalan.co.uk/customer-services/faq
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