Frequently Asked Questions
From 12th April, we are delighted that non-essential retailers can open their doors again.
Whilst we welcome the relaxation of some restrictions, please be mindful that not all restrictions will disappear immediately. If you do come into the centre, please remember that face-coverings must always be worn by customers and staff whether in the mall or in our stores. ‘Test and Trace’ is now up and running and all Idlewells customers are encouraged to download the NHS Covid-19 app and scan our unique QR Code in order to check-in and log your trip.
We ask that all customers remain vigilant and adhere to the guidance clearly on display around the centre.
We are assuring all our customers that we have gone above and beyond with regard to ensuring the shopping centre is as safe as can be and we look forward to welcoming you during your next visit.
What are the centre opening hours?
Our centre opening hours are 8am until 6pm, Monday to Saturday, and 10am until 4pm on Sunday. Please be aware that individual retailers may have altered their opening hours in light of safety and available staffing. If you are visiting a specific store, please call ahead to check they are open. Contact numbers for retail stores can be found here.
What stores are open?
As of Monday 12th April, all non-essential retail can re-open. Please note that individual retailers may have altered their opening hours in light of safety and available staffing. If you are visiting a specific store, please call ahead to check they are open. Contact numbers for retail stores can be found here.
Will there be somewhere to sit and eat/drink in the centre?
For the time being, eating and drinking inside the shopping centre is restricted until indoor hospitality resumes, currently planned for May. We politely request you consume any food or drink purchased, outside of Idlewells. To allow social distancing, the benches will still be temporarily out of use until May at the earliest. We do have several singular chairs for use by less-abled or elderly shoppers.
How should I walk around the centre?
There is a one-way system in operation in our malls. As you enter, please keep to the left side of the shopping mall and follow the floor tape and floor stickers to guide you. Please do not cross over the red tape centre line, unless you are using a dedicated crossing point. As you travel down the mall and reach the central atrium, please walk around in a clockwise direction only. If you wish to travel back down a mall to exit, please join the one-way system and keep to the left.
Where should I queue for the shop I am visiting?
Outside every storefront, you will see floor tape which indicates the queueing system. Within that, there will be queue markers indicating the safe 2m distance. Each retail shop will manage the queue for their individual shop and permit you to enter when it is safe to do so. If the queue becomes too long, you may be asked to return later. Whilst this is not ideal, your patience is appreciated in the interests of keeping you, other shoppers, shop workers and our team safe.
Is social distancing being practised?
Floor stickers and tape will mark out safe distances whilst walking and queuing in the centre and to further enhance public safety, a one-way system is in operation to reduce the crossflow of visitors. Please keep to the left as you walk around and observe the signage whilst visiting which is there to remind you to practise social distancing and keep a safe 2m distance between anyone who is not in your household.
What can I expect when I arrive at Idlewells?
When you arrive, the entrance has a way in on the left and a way out on the right. Please stay to the left hand side of the mall as you walk around. Our security team are monitoring safe capacity of people in the shopping centre and will be visible on the mall, advising people on how to stay safe whilst shopping with us. If visitor numbers in the centre have exceeded our safe capacity, you may have a short wait to enter. If you arrive by vehicle, as you enter the car park, there will be plenty of signs reminding you to practice social distancing.
Is the centre being cleaned more frequently?
An enhanced cleaning regime is in place at Idlewells. This includes:
- Enhanced cleaning of common areas and visitor touchpoints (handles, ATM’s, car parking machine touchscreens, lift call buttons etc)
- Enhanced cleaning of the management suite (signing-in iPad, handles, pens etc)
- A full deep clean and disinfection during the lockdown period in all public areas of the centre
- A deep clean of the car park during its closure
- Implementation of enhanced cleaning regimes within each retail outlet – details of which can be requested in each individual store.
Is hand sanitiser available for use in the centre?
There are several hand sanitiser dispensers available for visitor use in the centre. We encourage you to use these when you enter and exit and after you have touched anything or handled cash. We politely request that you do not fill up personal bottles from these dispensers.
Is there a restriction on how many people can be in the shopping centre at any one time?
In light of the further relaxation of government rules around social distancing, our safe capacity of shoppers has been reviewed. If we exceed the safe number of shoppers at any one time, we will operate a one-in, one-out policy. Thank you in advance for your patience and understanding.
What if I have an appointment at a shop within the centre?
If there is a queue at the centre entrance and you have an appointment at Specsavers or Scrivens, please make yourself known at the front of the queue to the Idlewells team member. They will check with the store and permit you entry if they confirm your appointment.
Can I stop and talk to friends? If so, how can I do this safely?
We are encouraging visitors to only stay for as long as absolutely necessary when visiting Idlewells. The one-way system in operation in the centre relies on visitors constantly moving in order for social distancing to be practised effectively.
Are the public toilets open?
Yes they are open from 8am until 5pm Monday to Saturday and 10am – 3pm on Sunday. You can expect risk management measures within the public toilets, including limited numbers at any one time, requirements for the use of a face covering, air sterilisation equipment, enhanced half-hourly cleaning and disinfection regimes, and a daily thorough deep clean and disinfection. We are reminding shoppers to practice social distancing, wash hands thoroughly for at least 20 seconds and please be patient and kind to our cleaning team who are working hard to ensure the facilities are safe and clean.
Is the car park open?
Yes, the car park is open from 7am – 6.30pm Monday to Saturday and 9.30am – 4.15pm on Sunday. The number of available spaces is the same and we ask you to respect social distancing throughout the car park. Usual car parking charges apply, which can be found here.
Are the lifts operating? If so, how is this being made safe?
To maintain social distancing, our lifts will be operational but reserved for disabled and pushchair users only. Only one household per lift is permitted to keep visitors safe. We ask all other visitors to use the stairs.
If I use the stairs, how will social distancing be enforced?
Please keep left when using the stairs in the shopping centre and maintain a safe 2m distance from anybody who is not from your household. We politely ask visitors to use the landings on the staircase to give way to visitors who are passing.
Do I have to wear a face-covering when I shop with you?
From 24th July, the Government have announced that face coverings are mandatory in shops. This includes the malls within Idlewells Shopping Centre. Our security team will be monitoring and enforcing the use of face coverings whilst shopping in Idlewells, so please be sure to bring one with you. Many of our retailers are selling face coverings if you do forget. If you are exempt from wearing a face covering, please have your exemption card ready to show. Please note that each of our retailers will enforce the rule differently – all retailers reserve the right to refuse entry if you are not wearing one.
Where do I go if I have a problem or a question?
The Idlewells team are on hand at all times to answer questions or address any concerns you have. You will find them patrolling the malls. They can be identified by their grey Idlewells uniform.
What if someone gets too close to me and I feel uncomfortable?
If another visitor gets too close to you and you feel uncomfortable, they may just need a reminder to keep a safe social distance. If you feel unsafe or uncomfortable at any time or see anything suspicious in the centre, please inform either an Idlewells or retail store team member immediately.