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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.
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.
What measures have been introduced, to ensure you welcome guests can shop in the safest possible way?
We have introduced a one-way system and guest numbers are monitored as capacity is limited to assist our guests in keeping socially distant while shopping at Braintree Village. We recommend familiarising yourself with our new one-way system by viewing the centre map here. Signage, floor markings and barriers 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 masks, 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.
What cleaning and hygiene measures have been installed 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.
Have the centre opening hours changed?
Yes, we are now be open Monday to Wednesday 10am – 6pm, Thursday 10am - 7pm, Friday 10am - 6pm, Saturday 9am - 7pm, and Sunday 10am – 5pm. Please note: store opening hours may vary. Store opening dates and times can be found here.
Are all the stores open?
The majority of our stores and restaurants are are now open, more information can be found here.
Are the restaurants and cafés open?
The majority 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 barriers 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 are able to 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.
Do we need to park 2 metres apart in the car park?
Guests do not need to park any differently. However, we ask customers to maintain a safe distance when entering and leaving vehicles.
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 of the Braintree Village entrances are open.
Are all the toilets open?
Yes, both toilet blocks are open. However, to alleviate queues and provide additional space, ladies are asked to use the upper Middle Mall toilet block (behind Trespass) and men to use the lower Middle Mall block (next to Samsonite). All our accessible toilets remain open to those that require them.
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?
Selective 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 lockdown have been extended by an additional 3 months due to the circumstances. To activate the additional 3 months on your card, please call the gift card support line on 0121 268 3210. 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! kate spade new york, Jack & Jones and The Cornish Bakery have all opened recently at Braintree Village.
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 store closures, 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.
Why does your signage state keep 2 metres apart when the government guidance has been updated to 1 metre plus?
At Braintree Village 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 on the centre malls. Individual brands may adopt a 1m+ within their stores, please keep an eye out for signage communicating this whilst you are shopping.
