Frequently Asked Questions
How can I pay?
We offer various ways for you to pay for your order. Our accepted payment methods include Visa; Visa Electron; Mastercard; Maestro; American Express (AMEX),Paypal and Amazon Payments.
Can I order an out of stock item?
If you've seen a product that you require and it's no longer on our website, please contact our Customer Services team who will be more than happy to help and will be able to provide you with the date that the product is expected back in stock.
Do you offer finance?
We don't currently offer finance on any of our products.
Do you sell spares?
We don’t sell individual spares, but if any of your purchase requires a replacement part then please contact our customer services team who will be able to help in providing what you need.
What are your delivery charges?
Please view our delivery charges here.
Can I buy/collect a product from a Matalan store?
Matalan Direct is an online-only division of Matalan. We stock a variety of home furnishing and improvement products that we're unable to fit in store due to their scale and we deliver them direct to your home. We don't offer a collect from store service.
Please be aware, this doesn't apply to the homewares section that features smaller-scale Matalan home accessories. We understand that it's probably more convenient for you to pick these items up in store.
Confused? Just contact our customer service team before making an unnecessary trip.
Do you accept returns?
Upon receiving your goods, you have 14 days to let us know that you'd like to return your items. All products purchased through Matalan Direct must be returned within 14 days of notifying us, as per our returns policy. If your product has been received damaged or faulty, however, this would need to be reported within 48 hours of the delivery.
Please note, our made to measure blinds are non returnable and mattresses must be left in the packaging if you wish to return them, for hygiene reasons.
Can I return items to my local Matalan store?
Matalan Direct products cannot be returned to a Matalan store. Please note, this excludes Matalan's homewares range.
Seem complicated? Don't worry, just contact our customer service team if you're unsure where to return an item.
Can I use Matalan vouchers on Matalan Direct?
As we are an online only sister site of Matalan, it's not currently possible to redeem your Matalan voucher against a Matalan Direct order and vice-versa.
My product is damaged/faulty
If the product you received is damaged we're able to arrange a replacement or refund, if required. Please email our customer services team at email@example.com within 48 hours with an image of the damage and let us know whether you'd like a replacement or refund.
When can I expect my delivery?
The delivery timescale for each item is indicated below the price on the product page. If you've ordered more than one item your order will be sent in one delivery that's based on the item with the longest timescale.
Once all your items are ready to dispatch from our warehouse, we'll update you by SMS and email. Our couriers will then be in touch with more detailed delivery information.
For further information on our delivery service, please view our delivery section.
Do you have any technical information on your products?
We aim to provide line drawings/data sheets for our more detailed and technical products. If you have a question that you can't find an answer to please contact us and we'll be able to give you more detail (or will speak to the manufacturer on your behalf).
Do you offer a design service?
We don't offer a bespoke design service, but you can check out our inspirational blog for ideas and answers to your questions. Our customer advisers also know a thing or two about which products to use for a variety of interior spaces - just ask, they'll be happy to help you out.
Can I order swatches or samples of your products?
We currently offer up to ten samples (per person) free of charge on our blinds, each sample after this is charged at 50p per sample.
Do you install?
We don't offer an installation service. We strongly recommend that you take note of our delivery timeframes and ensure that your goods are checked before you schedule any installation.
Can I get a copy of my order?
Your order will be emailed to you as part of the order confirmation process. If you require a further copy please contact our customer services team.
Can I get a VAT invoice?
An invoice will make up part of the confirmation email you receive once an order has been placed. If you require a VAT invoice please contact our customer services team.
Do you have a brochure?
We update our product information on a daily basis so if we published a brochure it would be out of date very quickly! To make sure you have the most up-to-date information our products are only published online.