Returns Policy

 

Please note: there are exceptions to our in-store and online returns policy. Please refer to the ‘Exceptions to Refund Policy’ section below for more information.

 

Changed your mind? Don’t worry, you can return items in store or by courier.

 

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.

 

Christmas Returns Policy

 

Items bought between 1^st October and 24^th December 2023 can be returned with your receipt until 31^st January 2024 for a refund or exchange.

 

In-Store Returns (Free)

 

Returning to store is super simple. Use our Store Finder to locate your nearest FashionGateway 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.

 

Returns by Post

 

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.

 

For the delivery and returns options available for various third party branded items, please refer to the table below.

 

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.