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Quiet shopping times    Find out more

Shopping: Open from 9 am until 6 pm

Services

From free Wi-Fi to fun buggies, discover all of Eldon Square’s great customer services

Customer Services

Please note some of our services will be temporarily unavailable.

We understand that visiting a shopping centre can be a daunting experience for some of our visitors with autism, dementia or those who need extra assistance, so we’re introducing new ways to help your visit and experience.

Find out when our next quiet hours are happening here.

Like most public buildings, Eldon Square welcomes assistance dogs in the centre.  If your dog does not wear a high-vis jacket or harness, it is sometimes difficult for our staff to recognise the difference between assistance dogs and pets, which are not allowed in our centres.

To ensure a smooth shopping trip and make it easier for our staff to identify assistance dogs, we recommend you visit our customer information desk to collect a sunflower-design lead sleeve for your dog. This lead sleeve simply slides over your dog’s lead and enables our staff to identify your dog as an assistance dog whilst you are shopping with us. Shoppers are invited to keep this lead sleeve and use it whenever they are in the centre.

Our terms and conditions for assistance dogs are:

Assistance dogs:

  • will not wander freely around the premises
  • will sit or lie quietly on the floor next to their owner
  • are unlikely to foul in public places
  • access to assistance dogs is on a one dog per handler basis

Unfortunately, our sensory bags are unavailable at this time.

You can hire sensory bags from our customer service desks at Fenwick or Debenhams. The bags can be hired for a £20 refundable deposit which you will receive back upon returning the bag and its contents.

What’s in the bag?

  • Fidget toys: Helps autistic people manage an increase in anxiety.
  • Ear defenders: Some autistic people can become overwhelmed by sounds and noises and this can lead to anxiety and stress. Ear defenders help to dull down some of this noise and can offer reassurances to autistic people when in a shopping centre.
  • Egg timers: Some autistic people may find transition difficult and it often helps to give the child a countdown before moving on to the next thing. In a shopping centre these egg timers could be used to visually represent the passing of time. For example, how long the person may be in a specific shop or how long they have left until lunch time.
  • Autism Awareness Guides: Includes Awareness card, guides to the centre to demonstrate quiet and loud areas and best times to visit the centre. The guides also include an orange wrist band to wear if you wish to be identified by our staff as Autistic.
  • Sunglasses: Some people may find it difficult to process all the different lights and visual stimulus which are within the shopping centre. Sunglasses can act as a tool to “tone down” some of the visual input.

Read some FAQs on the sensory bag here

Eldon Square introduced a ‘Quiet Hour’ initiative in 2017 offering families a more relaxed environment with low music, dimmed lights, and useful shopping guides.

For more information on our monthly Quiet Hours, please click here.

Stay connected wherever you are with free Wi-Fi!

Here at Eldon Square, we offer free Wi-Fi to all shoppers. Make sure you sign-up as soon as you get to the centre to start browsing.

How to log on?

It’s easy to get online, just follow these 3 simple steps:

  1. Go to Settings on your device
  2. Select Wi-Fi
  3. Choose ‘Eldon Square Free Wi-Fi’.

If you need more help just ask a member of staff at the Customer Services Desk.

Shopmobility services and wheelchair hire services are temporarily unavailable.

Manual wheelchairs

Manual wheelchairs can be hired free of charge at the Customer Service desk, located by Fenwick. You must be over 18 (or accompanied by an adult) and you will need to show two forms of ID – a photo ID and a recent utility bill detailing your name and address. For more information please call Customer Services on 0191 261 1891.

Shopmobility

Alternatively, you can access Newcastle City Council Shopmobility on level 4 of Eldon Garden shopping centre, adjacent to Eldon Square. Wheelchairs and other mobility options are available and staff are always on hand to offer specialist advice on your needs. You can take your pick from a range of standard and powered wheelchairs, as well as powered scooters. The yearly membership costs £25 and equipment can be hired for 3 hour slots.

Free parking is available in Eldon Garden multi-storey car park on Percy Street, next to the Shopmobility office. The whole of level 4 of the car park has been reserved for the use of Shopmobility members. Users must have a membership card to park in these bays.

How to book

For more information on the Shopmobility service, memberships, or to book in advance, please call 0191 261 6176 or email [email protected]. They are open Monday – Saturday 9:30am – 5:00pm and are closed on Sunday.

*Please note that two forms of identification with the applicant’s current address is required when registering for membership and when hiring equipment for a one-off visit. Please contact a member of the team on 0191 261 6176 for details of which forms of identification are accepted. **Please note, these times don’t include holiday opening hours. Please speak to one of our lovely staff members about availability during Bank Holidays. A pre-booked hire can only be held for 1 hour after the original start time so please don’t be late.

Parking

Disabled spaces are available in the two adjacenet car parks: 23 spaces within Eldon Garden multi-storey and 32 within Eldon Square multi-storey.

Further spaces can be found throughout Newcastle City Centre.

Family

When a nappy needs changing, or a toddler needs taming, our parent and baby rooms are on hand.

You can find all you need to take care of your little one at the parent and baby rooms near Waitrose and Debenhams, Grey’s Quarter parent and baby room are temporarily closed.

Meal times are never easy when out with children, so our restaurants have plenty of high chairs available for free.

Shopping

Amazon lockers are now open. Please contact Amazon for more information.

How does Amazon locker work?

Amazon Lockers are self-service kiosks where you can receive or return your Amazon.co.uk parcels. You can select a locker location and collect or drop off your parcel at a time that’s convenient for you. How do I start using Amazon Locker Charm? Firstly you need to add Amazon Locker Charm to your Amazon.co.uk address book:

  1. Click on this link www.amazon.co.uk/addcharm
  2. You’ll be redirected to the Amazon sign in page. When prompted, sign into your Amazon.co.uk account.
  3. Once you’re signed in, the Amazon Locker address will automatically be added to your Amazon.co.uk address book. Once the address is in your address book, you can select “Dispatch/Return to this address” during the checkout/returns process and complete your transaction as usual. All items must be eligible for delivery to a locker.

Collections

Once your parcel is delivered to the Amazon Locker, you’ll receive an e-mail notification with a unique pickup code. When you arrive to collect your parcel, enter your pickup code or scan the barcode using the barcode scanner and follow the instructions on the screen. All parcels delivered to locker locations must be picked up within three business days. If you’re not able to collect your parcel within this timeframe, the parcel will be returned for full a refund.

Returns

To return an Amazon parcel via Amazon Locker, create a returns label using the Returns Support Centre. This will generate an email with your unique return code. When you arrive at the locker, enter your return code into the keypad and follow the instructions on the screen.

How do I find the Amazon Locker Charm?

This location is open 8am to 8pm Monday to Friday, 9am to 7pm Saturday and 11am to 5pm Sunday. You’ll find the Amazon Locker in the lower mall entrance from Clayton Street, near Tesco. For more information on Amazon Locker visit their homepage at www.amazon.co.uk/locker.

Unfortunately collect+ services have been paused during lockdown and will continue to remain unavailable for the time being.

Buy online and pick up in centre

  1. Shop from the comfort of your home
    When you see something you love, order it directly from the retailer and have it sent over to your nearest centre for collection, free of charge. Simply amend the delivery address at the checkout to Eldon Square.
  2. Collect from your local shopping centre
    We’ll give you a call or email when your order is ready for collection. Remember to bring along your order confirmation email (either printed or on your phone) and one of the following forms of ID: Driving License, Passport, Credit card, Debit card.

Where to find your Collect+ collection point:

Eldon Square*
Customer Service Desk near Debenhams (St Andrew’s Way)
*Free Parking not available at this centre

Latest centre and stores information

Following government guidance, from Monday 12 April, all non-essential stores and services will re-open. Restaurants and cafes without outdoor dining will be open for takeaway only until Monday 17 May.

In line with Government guidance, anyone visiting the centre, whether that is to work or shop, must wear a face covering when entering and walking around the malls.

Throughout the pandemic, we continue to do everything we can to make sure the centre is a safe place to visit and work.

Learn more