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Shopping: Open from 9 am until 6 pm

Your questions answered

Further information on how our centre will be operating at this time.

Do I need to wear a face mask/face covering?

From Monday 19 July, following the Government’s latest announcement, wearing a face covering will no longer be mandatory in indoor venues such as shopping centres. However, visitors and staff may feel free to continue to wear a face covering during their visit.

What type of face covering do I need to wear?

A face covering is something which safely covers the nose and mouth. You can buy reusable or single-use face coverings. You may also use a scarf, bandana, religious garment or hand-made cloth covering but these must securely fit round the side of the face.

Will you allow people to come into the centre if they don’t have a face covering?

From Monday 19 July, following the Government’s latest announcement, wearing a face covering will no longer be mandatory in indoor venues such as shopping centres. However, visitors and staff may feel free to continue to wear a face covering during their visit.

Will you supply a face covering for visitors if they need one?

Unfortunately, we will not be supplying face coverings to our visitors.

How will you enforce this?

From Monday 19 July, following the Government’s latest announcement, wearing a face covering will no longer be mandatory in indoor venues such as shopping centres. However, visitors and staff may feel free to continue to wear a face covering during their visit.

I work in one of your stores, do I need to wear a face covering?

From Monday 19 July, following the Government’s latest announcement, wearing a face covering will no longer be mandatory in indoor venues such as shopping centres. However, visitors and staff may feel free to continue to wear a face covering during their visit.

What about the in-mall units, will people running those need to wear face coverings?

From Monday 19 July, following the Government’s latest announcement, wearing a face covering will no longer be mandatory in indoor venues such as shopping centres. However, visitors and staff may feel free to continue to wear a face covering during their visit.

Is Eldon Square remaining open with its usual opening hours or have they changed?

Eldon Square’s opening hours are 9am – 6pm Monday – Wednesday, 9am – 8pm Thursday, 9am – 6pm Friday and Saturday and 11am – 5pm Sunday. Store times will vary so please check with the retailer direct. Please visit their website for more information.

How is Eldon Square going to keep the centre safe?

We are doing everything we can to make sure our centre is a safe place to visit and work. We have social distancing measures throughout the centres, including our entrances, malls, toilets, facilities and services, food courts and back of house areas. Hand sanitiser is available throughout our centre and at the entrances, for use as people come inside and throughout their visit with us. Soap and hot water are also available in our toilet facilities and we ask that people wash their hands regularly. We are asking everyone to play their part too and help us defeat the virus by following the instructions provided by our teams and the safety information that is widely available in our centre and on online channels. And to stay at home if you are displaying any Covid-19 symptoms.

What about the restaurants? Will they be open for business?

Our restaurants and cafes are now open for in-door and/or outside dining. We would ask visitors to check the relevant brands websites for more information.

Have Eldon Square staff been specially trained to manage this new way of shopping?

Yes, all staff have been through specific guidance/training to carry out their duties in the new way of working.

What sort of PPE will staff be wearing in the centre?

From Monday 19 July, following the Government’s latest announcement, wearing a face covering will no longer be mandatory in indoor venues such as shopping centres. However, staff may continue to wear a face covering.

Will Eldon Square be providing any type of PPE for visitors, like masks and/or gloves?

No, as this is not a requirement by Government. However, all our visitors are welcome to wear face coverings and gloves whilst in the centre.

What steps will Eldon Square take if people do not observe social distancing guidelines?

We will be asking everyone who visits our centres to follow official guidelines, the instructions provided by our teams as well as the safety information that will be widely visible and available. Our teams are familiar with the guidance and will be reminding people to keep a safe distance. Anyone refusing to do so will be asked to leave the centre immediately. If we feel that people are deliberately breaking the guidelines and risking the safety of those around them, we won’t hesitate to call the police. At times like these we simply cannot allow the actions of individuals to potentially threaten the safety of everyone else.

What will we have in place for visitors with mobility issues who would ordinarily need the use of seating whilst visiting us?

Shopmobility is currently unavailable in Eldon Square. Alternatively, you can access Newcastle City Council Shopmobility on level 4 of Eldon Garden shopping centre, adjacent to Eldon Square. You can contact Shopmobility direct on 0191 261 6176.
From 17 May, we will partially reinstate seating on the malls. We will also have team members throughout the malls to help with any additional support you may require.

Will I still be able to buy intu gift cards?

From Friday 9 October 2020  the centre will no longer be part of intu. As a result, from Friday 9 October 2020 you will no longer be able to buy intu gift cards or exchange intu Metrocentre Gift Cards in centre. The intu Eldon Square Gift Card is valid for a year from purchase and existing cards can still be spent in stores at intu Eldon Square until the expiry date on your card is reached. intu Gift Cards are issued by EML Payments Europe Limited (EML) who are the parent company of Flex-e-Card Limited, the UK-based provider of gift card services to intu – you will see Flex-e-Card’s name on the reverse of intu gift cards. All funds associated with these cards are held in a designated client account under the control of EML only. EML settles with Mastercard on a daily basis for all transactions that occur on these gift cards. This process is entirely independent of intu and will continue to happen regardless of ownership or control of intu. EML’s obligation is to its cardholders as per the terms and conditions of its cards, and to Mastercard as per its membership agreement. As a result, there is no risk to any retail or leisure occupier of any intu centre to continue to accept intu Gift Cards, as all funds are entirely separate from those held by the intu business.

Will Click & Collect be available when the centre starts to gradually re-open?

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

Are customer service desks open?

Our Customer Service Desk near Fenwick is open, however desks near Apple and Grey’s Quarter will be temporarily closed. If you have a query while in centre, please just ask a member of staff on the mall who will be happy to help!

Will you be temperature checking people as they come into the centre?

Temperature checking is not part of the Government’s guidelines and isn’t an effective way of screening people for coronavirus. Using surface temperature checks i.e. just on the skin rather than in ear can provide inaccurate results. A surface temperature for example can be caused by other factors not related to the virus. However, please be reassured that we are doing everything we can to make sure our centres are safe places to visit and work. Some of our brands may be using temperature checks on their entrances, but please speak directly to them for more information. If you do feel unwell or are showing any of the COVID-19 symptoms, please do not visit the centre. Please help us to ensure that everyone is as safe as possible.

Lifting of restrictions from 19 July

If you’re visiting us from 19 July, we’ll continue to have a number of safety measures in place to make the experience safer and more comfortable for everyone.

Visitors and staff can feel free to wear a face covering when visiting or working in the centre, marked routes will remain in place to allow for social distancing and hand sanitisation stations remain available throughout the centre.

Please take a moment to read our FAQ’s here.