Q. Are you making people wear masks?
A. We are asking people to follow government guidance. This means guests must wear a face covering in shops and the toilets and we’re strongly encouraging the use of face coverings in the rest of the centre too. Facemasks will be mandatory to enter the under cover Avenues.
Q. What happens if someone isn’t wearing a mask?
A. It is mandatory to wear a face covering in shops and indoor shopping centres. We will continue to work with law enforcement agencies to encourage all guests to follow guidelines.
Q. I can’t wear a mask. Will you make me?
A. Our teams are making sure they are knowledgeable about exemptions for those who are unable to wear a face covering. We want our destinations to be inclusive for all so if you are exempt from wearing a covering please let our centre teams know and we will offer assistance.
Q. I forgot my mask. What now?
A. We have a very limited number of masks that we can supply to guests in an urgent situation. We strongly advise guests to ensure they have their mask with them before they travel to Gunwharf Quays. Please click here to find out which shops at the centre sell face covers.
Q. Is it safe for you to re-open?
A. The safety of our guests and staff at Gunwharf Quays is our number one priority. We have followed and adhered to government guidance at every stage and have implemented every recommendation to ensure that we offer the safest environment possible. In particular, increased cleaning and hygiene measures have been put in place and social distancing has been introduced across the centre.
Q. What measures have been put in place to keep us safe?
A. We have introduced floor markings, posters and signage to assist our guests in keeping socially distant while they’re at Gunwharf Quays. We will manage guest numbers so that we can maintain social distancing within the centre and there is a one-way system (with pause points), to help guide our guests around Gunwharf Quays. There will be a reduced number of car parking spaces to limit the number of customers arriving by cars and pedestrians and cyclists will be able to enter via Vernon Gate, on St George's Road near Tesco Express and via South Gate on Gunwharf Road.
Q. What hygiene measures have been put in place?
A. Our centre Cleaning and Environmental teams will be carrying out extensive scheduled cleaning of Gunwharf Quays with even more focus on key touch points to ensure the safety of our guests. We have also introduced hand sanitising stations at locations throughout the centre.
Q. Have your opening times changed?
A. Yes, we will be open 10am-8pm Monday – Friday, 9am-8pm Saturday and 10am-6pm on Sundays. A few brands will be opening slightly shorter hours, please check our website for further details.
Q. Will there be a limit to how long I can spend in the centre?
A. No limits will be applied to the amount of time you are able to spend in the centre.
Q. Will you be temperature checking shoppers and staff?
A. We are following Government guidelines which means we won’t be carrying out temperature checks on entry for the time being. If this changes, we will let you know.
Q. How do I get into the centre - has this changed?
A. To access the car park, there is no change - our car park is still open 24 hours, however, it is only manned from 7am-8pm. No queuing will be allowed before opening and any vehicles that arrive before this time will be asked to return later. Please note our car park capacity has been reduced to enable social distancing at the centre.
To assist with our social distancing measures the only pedestrian entrances will be at Vernon Gate, near Tesco Express on St George’s Road and the entrance to the residential area on Gunwharf Road. Cycles will only be able to use these entrances as well. Please note the entrance from The Hard will be closed and will form our exit from the centre.
At peak times, a queuing system will be in place on the Plaza area where guests will need to wait until the centre capacity allows them to access the shopping area. Queuing will be in an outdoor environment so you may need to be prepared for changeable weather conditions (we’d recommend warm clothing and an umbrella although we do have a marquee in place to provide some shelter).
Q. Do I have to come shopping on my own?
A. You do not have to come shopping on your own, however, you must follow social distancing guidelines.
Q. Will dogs still be welcome?
A.Your dogs are still welcome at Gunwharf Quays, but with the addition of queuing requirements, it may not be suitable. Assistance dogs are of course welcome as normal.
Q. Will I have to queue to enter Gunwharf Quays?
A. As above, we anticipate that this will be highly likely particularly during peak periods. To maintain social distancing measures there will be a maximum capacity for guests at Gunwharf Quays. Therefore, you may need to queue at Vernon Gate (near Tesco Express) or to access the car park as the capacity has been reduced to help us manage social distancing. Please be mindful that guests arriving on foot or on bicycle will be queuing in an outdoor environment so you may need to be prepared for the weather conditions (we’d recommend warm clothing and an umbrella although we do have a marquee in place to provide some shelter).
Please check our social media channels or website where we will highlight as early as possible if we have long queues.
Q. Why does your signage state keep 2 metres apart when the government guidance has been updated to 1 metre plus?
We are retaining the 2 metre social distancing policy that we have had in place since reopening to keep our guests as safe as possible in the communal areas. Individual brands, restaurants and bars may adopt a 1m+ within their premises if 2m is not possible, please keep an eye out for signage communicating this whilst you are at the Centre.
Q. What time is the car park open?
A. The car park will be open from 7am-8pm Monday to Sunday. No queuing will be permissible before the opening time and cars will be asked to return later.
Q. Do we need to park 2 metres apart in the car park?
A. Guests do not need to park any differently. However, we ask customers to maintain a safe distance when entering and leaving your vehicle.
Q. Have you amended your parking charges? And how do we pay?
A. Our car parking will be as normal and to minimise the use of cash we ask that you pay by card.
Q. Will I be able to charge electric cars in the car park?
A. Yes, these facilities will still be available.
Q. Are all the toilets open?
A. We have had to reorganise toilet facilities to adhere to social distancing and public hygiene measures. Unfortunately, this means that the amount available will be reduced. Ladies' and Gents facilities will be available adjacent to Boots and behind the Spinnaker Tower.
Q. Are all the disabled/accessible toilets open?
A. All disabled/accessible toilets are open as usual, with the facilities next to The Cornish Bakery available exclusively for the disabled/accessible and baby change.
Q. Will all the baby feeding and changing facilities be open?
A.These facilities are available at the washrooms next to Boots, behind the Spinnaker Tower and next to The Cornish Bakery. We do not have facilities to allow parents to warm their milk, so we recommend you bring a thermos of hot water if required.
Q. Is Guest Services open?
A. Our Guest Services suite is open and members of the team will be around the centre to answer your questions. You will be able to identify them by their Gunwharf Quays branded red high vis vests. You can also call them on 023 9283 6700 with any queries you might have.
Q. Will there be any changes to the lifts?
A. Lift access will be subject to social distancing guidelines, individuals will need to travel alone or with members of their household only. We respectfully request that individuals who are able to use the escalator give priority to other guests in wheelchairs or with prams/buggies.
Q. Will your free shop mobility service be available?
A. Shopmobility will be available, but to ensure it is cleaned before you arrive, it must be booked in advance. To do so, please call 023 9283 6700.
Q. Is your play area open?
A. The play area is currently closed to meet social distancing measures, but we will be following Government guidance should it change.
If you have questions for a specific store all their contact details are available on our website here.
Q Are all your stores open?
A. All stores are now open but a few have slightly different opening hours to the centre, please see details on the individual store page. As a Centre, Gunwharf Quays is open from 10am – 8pm Monday – Friday, 9am-8pm on Saturday and 10am – 6pm on Sundays, although our larger stores will be open from 11am-5pm in line with Sunday trading.
Q. Is cash being accepted at stores or will it be card payment only?
A. Please check with individual retailers, however, we expect many shops to accept card payment only and you should be prepared to pay by card.
Q. Do I have to queue for each store?
A. Due to capacity restrictions in stores, queueing may be required at certain times. Stores likely to have queues will have floor vinyls indicating where guests can wait. If other customers are already positioned on the floor vinyls, you will need to go elsewhere first and return later as stores can only accommodate limited numbers waiting outside their store fronts.
Q. Why is there a one-way system in place?
A. A one-way system makes it easier for everyone to follow social distancing guidelines. Signs, markers and posters are in place to make it clear where one-way systems are being implemented. All pedestrians will be entering via Vernon Gate by Tesco Express on St George's Road and South Gate on Gunwharf Road leaving via Marlborough Avenue to The Hard or by Tesco Express.
Q. I can't stand for long periods, what support is available to me in the centre and in the queue?
A. Limited seating will be available but will be subject to social distancing guidelines.
Q. Will changing rooms be open / are services within stores still available e.g. feet measuring, bra fitting etc ?
A. Changing rooms will be closed in line with Government guidance and services offered in stores will be in line with social distancing measures, therefore, services that are unable to comply with the measures will not be available.
Q. Before the lockdown I purchased some goods, can I return them now?
A. You will need to check with the individual store / brand on their policy regarding returns. Please check out the store page for contact details.
Q. Will your cafés and restaurants be open?
A. Those open will be shown on our website, please click here for individual opening times.
Q. If I have a reservation at one of the restaurants or bars, do I have to queue up to get into Gunwharf Quays?
A. Customers arriving on foot who have a bar or restaurant table booking will need to show their online confirmation on their phone to be given access without having to queue. However, we can only allow them in 15 minutes before their booking and we also recommend people leave plenty of time to arrive before their reservation. Visitors arriving by car need to leave plenty of time, particularly during peak periods i.e weekends when there may be queues to access the car park.
Q. If I order a meal for click and collect, do I have to queue up to get into Gunwharf Quays?
A. Customers who have ordered a click and collect service from one of our restaurants will need to show their online order confirmation on their phone and will be given access without having to queue. Those customers will then need to leave the centre as there will not be anywhere available to eat the meal within Gunwharf Quays.
Q. Will your cash points be open?
A. These are managed by a third party and at this time they are open, social distancing measures will be in place but please remember our car park and most of our brand partners will only be accepting card payments.
Q. Can I still use my Gunwharf Quays Gift Card?
A. Yes. As you’re probably aware we stopped selling our own gift cards last year, but any that were purchased can still be used. If you are not able to use your card within the normal 12 month deadline you can extend it by 3 months by calling 0121 268 3210.
Q. I am in a vulnerable / at risk group - do I get priority access?
A. We are unable to offer priority access at this time, however if you would like to make the team aware of your special requirements, we will endeavour to help you where we can and if it’s safe to do so.
Q. Do I have to queue if I have pre-booked to visit the Emirates Spinnaker Tower?
A. Customers will need to show their online confirmation on their phone to avoid having to queue to enter the Centre on foot via Vernon Gate, St George's Road (near Tesco Express). Visitors arriving by car will need to leave plenty of time before their booking, particularly at peak periods ie weekends.