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.

There are many other measures in place which are explained in our short video, 


General Safety Precautions:

  • 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.

  • 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.


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

No limits will be applied to the amount of time you are able to spend in the centre.

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

Access to the centre will be in line with the social distancing measures we have put in place. For vehicle access, the but main routes into our car parks remain unaffected. 

  • Will there be any changes to the lifts?

Lifts will be 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, and Nu-Venture as their timetables may be subject to change.

  • What are the centre opening hours?

The centre opening hours are the same as our usual opening hours (Click Here), but please check with individual stores for details.


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

All toilet facilities will be open with social distancing measures in place. Signage will advise maximum occupancy for each facility. Our Baby Fresh remains closed.

  • 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 distance and prevent the spread of coronavirus, we have reduced the number of seating within the mall. 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. In the meantime if assistance is required, please ask any member of Mall staff. The team can be easily identified as they will be wearing yellow hi vis vests.

  • Where can I buy Mall Gift Cards?

Mall Gift Cards can be purchased via the Mall website here.

  • Where is the nearest Collect+?

Please visit the Collect Plus website for locations:

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.

  • 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 or contact us on 01622691130 .

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.


  • What stores are open?

A current list of the stores that are open can be found on this page.

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

The Mall Management team are working closely with all stores to ensure they are COVID Secure.

  • 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 take a look at the following page (click here

which provides the most up to date information on stores, coffee shops and food outlets that are open. This page will be updated regularly, so please do check back 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 will be open and the normal tariffs are in place.

  • How can I pay for parking?

We ask you to use contactless payment methods wherever possible. Chip coins will be cleaned after every use.