Is it safe for you to be open?
The safety of our guests and employees at Braintree Village is our number one priority. We have followed and adhered to government guidance and have implemented all recommendations to ensure that we are a safe environment. The local environmental agency has reviewed our processes and risk assessments and have stated that they are above and beyond expectations.
Have the centre opening hours changed?
Yes, we have extended the openings hours of the centre in the run up to Christmas. Full details of our opening hours can be found here.
What measures are in place to ensure guests can shop in the safest possible way?
A one-way system remains in place, and to assist guests in keeping socially distant while shopping, we monitor guest numbers and have limited our centre capacity. We recommend familiarising yourself with our one-way system by viewing the centre map here. Signage and floor markings also provide guidance to our guests. Our stores are also limiting their capacity and you may have to queue to enter.
All Braintree Village Guest teams are wearing face coverings, and we have increased our cleaning, disinfecting schedules and deep cleaning routines. Hand sanitiser points can be found throughout Braintree Village for our guests to use.
Will I have to queue to enter the centre?
During busy times when the centre capacity may be reached, we will ask you to wait outside the centre. To avoid our busy times, we recommend shopping during the week or on Saturdays between 9am to 11am and 4pm to 7pm. We also keep our social media feeds updated when the centre is busy, so we recommend checking these before visiting.
Are you making people wear masks?
We are asking people to follow government guidance. This means guests must wear a face covering in shops and we’re strongly encouraging the use of face coverings in the rest of the centre too.
What happens if someone isn’t wearing a mask?
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.
I can’t wear a mask. Will you make me?
Our teams are making sure they are knowledgeable about exemptions for those who are unable to wear a face covering. We want Braintree Village 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.
I forgot my mask. What now?
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 Braintree Village.
What cleaning and hygiene measures are in place at Braintree Village?
Our Environmental team are carrying out extensive scheduled cleaning of Braintree Village, with an increased focus on key guest touchpoints. We have introduced hand sanitiser stations which can be found throughout the centre.
How do I enter the centre - has this changed?
Braintree Village is open to all guests however capacity numbers are monitored to ensure guests have the space to observe social distancing requirements. Access will be restricted if capacity is reached, and you may be asked to wait before entering the centre. Both Braintree Village entrances are open.
Are all the stores open?
Yes, most of our stores are now open, however some may be operating at different hours to the centre. More information can be found here.
Are the restaurants and cafés open?
Yes, most of our restaurants and cafés are now open. More information can be found here.
Why is there a one-way system in place?
A one-way system makes it easier for everyone to follow social distancing guidelines. Signs, floor markings and fencing are in place to make it clear where one-way systems are being implemented. You can also view our online map prior to visiting to make yourself aware of the one-way system and plan your route to the stores. Maps are also on display throughout the centre.
Will there be a limit to how long I can spend in the centre?
No limits are applied to the amount of time you can spend in the centre.
Will you be temperature checking shoppers and staff?
We are following government guidelines which means we are not carrying out temperature checks on entry for the time being. If this changes, we will let you know.
Are all the toilets open?
Yes, all toilet blocks are open.
Will all the baby feeding and changing facilities be open?
Yes, our baby changing facilities remain open.
How do I pay for parking?
Braintree Village parking remains FREE for up to 6 hours. If you are in the centre for longer, please visit Guest Services (opposite Polo Ralph Lauren) where your parking can be validated.
Is Guest Services open?
Yes, our Guest Services is open during centre opening hours.
I can't stand for long periods, what support is available to me in the centre and in the queue?
Seating is available around Braintree Village, with seating subject to social distancing guidelines. Our free wheelchair hire remains available but must be pre-booked. This can be done by contacting Guest Services via email or calling 01376 348168.
I have a Braintree Village gift card which I have not been able to use while the centre was shut, has the expiry limit been extended?
Gift cards that were due to expire during the Covid-19 lockdowns can be extended. Please call the gift card support line on 0121 268 3210 to arrange. The telephone lines are open 9am-6:30pm Monday to Saturday.
Can I bring my dog to Braintree Village?
Yes, dogs are welcome at Braintree Village. Please note some stores have restrictions (excluding assistance dogs).
Will I have to queue for each store?
Due to restrictions in capacity within the stores queueing to our stores is possible.
Is cash being accepted at stores or will it be card payment only?
Please check with our individual retailers. Many shops are only accepting card payment only and you should be prepared to pay by card.
Have any new stores opened at Braintree Village?
Yes! Under Armour, Lazy Jacks and a kate spade new york clothing pop up have arrived at Braintree Village, with Timberland preparing to open soon too!
Will the stores be offering the same services as previously e.g. changing rooms, feet measuring, bra fit services?
There have been service changes made in our stores, including closures of changing rooms. Please contact the store you wish to visit directly to find out about their changes. You can find contact numbers on the individual store pages here.
I made a purchase before Lockdown 2, are stores accepting refunds?
Please contact the store directly to check their refund policy. You can find contact numbers on the individual store pages here.