Frequently Asked Questions

General Safety Precautions

What additional measures have you taken to make sure it is safe to shop in the centre?

During this difficult time we are placing the utmost importance on the health and safety of our guests, customers, and employees and have implemented a number of preventative measures throughout the centre since the outbreak of COVID-19. These include escalating the intensity and frequency of our cleaning procedures, providing instructional signage, deploying additional hand sanitisers and encouraging all our visitors and staff to practice good hygiene with regular hand washing. We remain diligent in our approach to the virus and are maintaining an ongoing dialogue with the local health authority as the situation evolves, while adhering to the latest official advice being provided.

Will you be temperature checking guests and staff?

Checking the temperature of guests and staff is not part of the government guidelines which means we won’t be carrying out temperature checks on entry.

Do I need to wear a face covering or mask to enter the centre?
As of Friday 24th July wearing a face covering while shopping is mandatory for those aged 11 or over unless you are exempt and have a legitimate reason not to do so. Visitors not wearing one from this date may be approached by our centre team.

Why is there a one-way system in place?

We have implemented a one-way system to make it easier for everyone to follow social distancing guidelines. Signs and barriers are in place to make it clear how you walk round the centre, and where you can cross-over. You should turn left when you exit stores and follow the routes which are simple to follow and provide easy access. Click here for a map showing the one way system route.


Will there be a limit to how long I can spend in the centre?

There are no limits to the amount of time you are able to spend in the centre.

How do I get into the centre - has this changed?

The majority of our centre entrances have reopened and access to the centre is in line with the social distancing measures we have put in place with each entrance having separate doors to enter and exit. Click here for a map showing entrances and exits to the centre. For information on town centre changes outside of The Mall, click here

Will there be any changes to the lifts?

Lifts are in operation but subject to social distancing guidelines. We encourage single occupancy or single household occupancy per lift.  When you are considering using the lift, please prioritise space for pushchairs and disabled access.

Are there any changes to the local buses?

Please check with Arriva, Centrebus and Stagecoach as their timetables may be subject to change.

What are the centre opening hours?

The centre's opening hours are normal though specific stores may vary from their regular times so please contact the store directly for confirmation.

Are there changes to the town centre outside of The Mall?

Please click here for a full update on the changes in the town centre.

View the guidance video for the town centre here:



Will the toilets and baby change and feeding facilities be open?

The toilets in Church Street will be closed during this period.

The disabled toilet in Central Square as well as the toilets, baby change and feeding facilities in Bute Square will remain open. All facilities are open with social distancing measures in place. Signage will advise maximum occupancy for each facility. 

Will your play area be open?

The play area is currently closed in line with government guidance. 

Will there be seating in The Mall? I can't stand for long periods, what support is available to me in the centre and in the queue?

To enable social distancing and prevent the spread of coronavirus, most of our seating has been temporarily removed. If there is a medical emergency or a guest is struggling, we will assist however we can.

Is the Ask Me Point open?

The Ask Me Point is currently closed until further notice.

Traffic light system – if the centre is on red and restricting access to the centre

How do staff that work in shops get in to go to work?

We ask anyone that works in the shopping centre to make themselves known to the Mall staff member at the doors and show their uniform, work ID or payslip to be allowed access.

How do I collect my child from Nursery? 

Please make yourself known to the Mall staff member at the front of the queue who will assist you.

If I have an appointment at the NHS clinics/opticians can I get in ahead of the queue?

Please make yourself known to the Mall staff member at the front of the queue who will assist you.

Will you stop cars from entering the car park?

No, but you may be asked to wait at the entrance to the shopping centre or inside your car if that is safer, until we can allow access again.

I am in a vulnerable / at risk group - do I get priority access?

If you are in a vulnerable/at risk group we encourage you to check how busy The Mall is ahead of your visit – for information, please follow us on our Facebook and Twitter pages or contact us on 01582 412636.

The Mall is open to all guests, however access will be restricted if capacity is reached – if this is the case and you are in a vulnerable/at risk group, please make yourself known to the member of The Mall team at the door.  If you are visiting a specific store, please contact them directly to check their policy.


How do I know if every store is safe to visit?

The Mall Management team has worked closely with all stores to ensure they are COVID Secure. Stores will display a certificate once satisfied that all measures are in place.

Is cash being accepted at stores or will it be card payment only?

Please check with our individual retailers however, we expect many shops to accept card payment only and you should be prepared to pay by card. 

Do I have to queue for each store?

Due to restrictions in capacity within the stores, queueing to enter a number of stores is possible. 

How can I find out the most up to date store information, and details of store opening times?

Please keep an eye on this article on our website aswell The Mall’s Instagram (@themallluton), Facebook (@TheMallLuton) and Twitter (@TheMallLuton) for the latest updates.

Which coffee shops and restaurants are open for take away?

Please take a look at the following page here.


Is parking free?

Our car parks were free of charge during the first lockdown. All of our car parks have now reverted to the normal charging tariffs.

How can I pay for parking?

Our new system with REEF allows you to pay in a variety of ways. This can be by paying at a pay station, paying via your mobile, or signing up for AutoPay. Click here for further information.