You can use the Matalan email addresses for making complaints, asking about your delivery, refund or any other general queries.
If you can’t find your package, cannot track your delivery or facing issues with your rider, please send an email to:
For complaints or feedback, send an email to:
When emailing Matalan, make sure you include your order number, phone number, time of delivery or incident and include your supporting documents.
Most email requests are replied to within 2 working days, however, depending on the case, it might take more. For more urgent queries, you can use the Matalan Live Chat.
- Use a Clear Subject Line: Make sure the subject line of your email gives a concise summary of your complaint. For example, “Issue with Order #12345” or “Concern about Product Quality.”
- Be Polite and Professional: Even if you’re frustrated, it’s essential to remain calm and courteous. Avoid using aggressive or accusatory language.
- State the Facts: Clearly and concisely explain the issue. Include relevant details such as dates, times, order numbers, or any other pertinent information.
- Be Specific: Clearly state what you’re unhappy about. Instead of saying, “Your service was terrible,” you might say, “I waited for over 45 minutes on hold without getting a response.”
- Include Evidence: If possible, attach photos, screenshots, or any other evidence that can support your claim.
- State What You Want: Be clear about the resolution you’re seeking. Whether it’s a refund, replacement, apology, or some other action, specify your desired outcome.
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