We know that you have lots of questions about visiting and shopping with us at Princesshay, so here’s a list of FAQs that should help.


What measures have been put in place to keep us safe?

  • We have an enhanced cleaning regime, including regular cleaning of all key touch points.
  • A full suite of social distancing signage has been created to help advise, remind and reassure visitors of the government guidance while in Princesshay.
  • There will be NO one-way system implemented, but, there will be markers on the floor outside shops to encourage social distancing and help with queuing if required.
  • Our teams are following a strict personal hygiene regime, including regularly washing hands, the use of disposable gloves and they all have access to face coverings or face shields should they choose to wear them.

Have our opening times changed?

Our core trading hours remain the same, however some stores may be trading different hours. Please check with individual stores before making a special trip. The full list of stores open and their current opening times can be found here.

Princesshay core trading hours

Monday 9.30am – 6.00pm

Tuesday 9.30am – 6.00pm

Wednesday 9.30am – 6.00pm

Thursday 9.30am – 8.00pm (3rd, 10th, 17th December)

Friday 9.30am – 6.00pm

Saturday 9.30am – 6.00pm

Sunday 11.00am – 5.00pm

How do I get into the centre – has this changed?

Access to the Centre remains the same. Please find further information here. Both of our car parks are open with over 500 spaces available. Visitors to the car park  are reminded to follow the social distancing guidance. We are asking that only one person or household uses the lifts at the same time. We have placed signs around the car park, which help identify the nearest stairwell or lift while maintaining a safe distance from others.

Will guide/hearing dogs still be welcome?

Assistance dogs are of course welcome as normal.

Will I have to wear a facemask or other protective clothing?

We continue to ask all visitors to ensure they follow the latest government guidelines and includes it being mandatory to wear a face covering whilst in shops.


What are the car park procedures?

The car park remains a provision for our customers. The facility will be in greater demand than ever before, particularly when we consider the many loyal customers who may be vulnerable, looking to avoid public transport.

All car park levels currently remain open as normal, usage will be reviewed regularly. There is a reduced number of POF machines available in line with social distancing.

The following precautions have been implemented:

  • Use of staircases will be prioritised for upward travel. Please wait on level landing areas to safely pass other shoppers at the appropriate social distance.
  • Signage to encourage exit route specific to level.
  • Summerland Gate car park will have separate entry and exit points advised.
  • Social distancing signage throughout the car parks

Have you amended your parking charges? And how do we pay?

Parking charges remain the same with pay on foot machines in each car park.

Can the bike racks be used?

Yes, we encourage visitors to use our bike racks.

Are all the toilets open?

Princesshay’s public toilets are open from 7am – 7pm daily. Masks must be worn within the public toilets. The toilets are cleaned hourly as a minimum. The cost of using the facilities is 20p.

Are all the disabled toilets open?

Our Changing Places facility is open on request. Please use the buzzer at the entrance to these facilities and the team will open them up for you. The facilities are cleaned regularly.

Will all the baby changing facilities be open?

Our baby changing facilities can be opened upon request. Please use the buzzer at the entrance to these facilities and the team will open them up for you. The facilities are cleaned regularly.

Will there be any changes to the lifts?

Only 1 person or household to use the lift at the same time.


If you have questions for a specific store all their contact details are available (store page listing).

Is cash being accepted at stores or will it be card payment only?

Please check with each individual store.

Do I have to queue for each store?

Due to restrictions in capacity within the stores, queuing to enter a number of stores is possible. Please follow the instructions of the store teams and use the queuing spots in place, keeping the appropriate social distance from others.

I cannot stand for long periods, what support is available to me if queueing to enter?

There is some outdoor seating available but please respect social distancing. For store queuing arrangements and support please contact the appropriate store directly.

Will stores be providing carrier bags, or do we need to bring our own?

You will be best to call the individual store and check – all store details can be found here.

Can we still use the bins?

Yes. You are welcome to use the bins on site. Please consider your safety and limit the surfaces you touch.

During the lockdown I purchased some goods online, can I return them to their store at Princesshay?

You will need to check with the individual store / brand on their policy regarding returns.  Please check out the store page for contact details.


Are your restaurants and cafes open?

In line with the latest government guidance our cafes/restaurants are not open for sit down dining. However, some of our cafes/restaurants are offering takeaway/delivery options.


Will your cash points be open?

Yes, cash points will remain open.

Can I still use my Princesshay Gift Card?

Yes gift cards will be accepted in all stores and restaurants that have reopened. Princesshay gift cards cannot be spent online. If you have any queries about your Princesshay gift card please email giftcard@princesshay.co.uk

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