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 indoor shopping centres such as W12.
Restaurants and bars are table service only. You must wear a mask inside takeaways as well as in restaurants and bars, except when seated at a table to eat or drink.
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 W12.
Q. Is it safe for you to re-open?
A. The safety of our guests and staff at W12 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. The local environmental agency has reviewed our processes and risk assessments and have stated that they go above & beyond what was expected.
Q. Why does your signage state keep 2 metres apart when the government guidance has been updated to 1 metre plus?
A. Here at W12 we are continuing to encourage 2m social distancing in all common areas. This is a measure we've had in place since reopening to keep our guests as safe as possible. As permitted by government guidelines, some of our brands may adopt a 1m+ rule within their individual stores and cafés. Please keep a look-out for signage telling you about this while you're here.
Q. What measures have been put in place to keep us safe?
A. We have introduced floor markings, posters and banners to assist our guests in keeping socially distant while they are at W12. We will monitor guest numbers so that we can maintain social distancing within the centre and there is a one-way system to help guide our guests around the centre.
Q. What hygiene measures have been put in place?
A. Our Centre Housekeeping teams will be carrying out extensive scheduled cleaning of W12 with a greater focus on key touch points to ensure the safety of our guests. We have also introduced hand sanitising stations at various locations.
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 will not be carrying out temperature checks on entry for the time being. If this changes, we will let you know.
Q. Will guide/hearing dogs still be welcome?
A. Assistance dogs are of course welcome as normal. No other dogs are permitted onsite.
Q. Will I have to queue to enter W12?
A. To maintain social distancing measures, there will be a maximum capacity for Guests at W12. Therefore, you may well need to queue at our open entrances (see earlier question). These entrances will be monitored by the centre facilities team and advice and support given to help you enjoy your visit.
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. To minimise the use of cash we would recommend that you pay by card.
Q. Are all the toilets open?
A. A reduced number of toilets will be open (male/female/baby change & disabled). This measure has been put in place to support social distancing. Signage and staff will help you locate and queue (as/when necessary) for toilets.
Q. Are all the disabled toilets open?
A. Disabled toilet will all be open as normal – A member of staff can assist with key access.
Q. Will all the baby changing facilities be open?
A. Baby change will have a reduced capacity to assist with social distancing measures. There may be time when queuing is necessary.
Q. Will there be any changes to the lifts?
A. Lift access will be subject to social distancing guidelines – please utilise only with members of your own household. Please be prepared to queue for lifts.
SHOPPING / STORES
If you have questions for a specific store all their contact details are available (click to store page listing).
Q. Are all your stores open?
A. You can find details of the stores that are open and opening hours, HERE.
Q. Is cash being accepted at stores or will it be card payment only?
A. 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.
Q. Do I have to queue for each store?
A. Due to restrictions in capacity both in the centre and in the stores queueing to enter several stores is possible. Each store will have externally placed designated floor markers to indicate where guests can wait.
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 banners are in place to make it clear where the one-way system is being implemented.
Q. I cannot stand for long periods, what support is available to me if the queueing to enter?
A. Some seating is available. If you're having difficulty, please notify a staff member and they will be able to assist.
Q. Will stores be providing carrier bags, or do we need to bring our own?
A. You will be best to call the individual store and check – all store details can be found here (link to store listing).
Q. During the lockdown I purchased some goods online, can I return them to their store at W12?
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 cash points be open?
A. Yes cash points will remain open