Frequently Asked Questions

Will your play area be open?

The play area is currently closed in line with government guidance. 

Will there be seating in centre? I can't stand for long periods, what support is available to me in the centre and in the queue?

To enable social distancing and prevent the spread of coronavirus, most of our seating has been temporarily removed. If there is a medical emergency or a guest is struggling, we will assist however we can.

Is the Guest Services desk open?

The Guest Services desk has now reopened. Collect + is available.

Traffic light system – if the centre is on red and restricting access to the centre

How do staff that work in shops get in to go to work?

We ask anyone that works in the shopping centre to make themselves known to the Mall staff member at the doors and show their uniform, work ID or payslip to be allowed access.

If I have an appointment at the opticians can I get in ahead of the queue?

Please make yourself known to the Marlowes staff member at the front of the queue who will assist you.

Will you stop cars from entering the car park?

No, but you may be asked to wait at the entrance to the shopping centre or inside your car if that is safer, until we can allow access again.

I am in a vulnerable / at risk group - do I get priority access?

If you are in a vulnerable/at risk group we encourage you to check how busy the centre is ahead of your visit – for information, please follow us on our Facebook and Twitter pages or contact us on 01442 413818.

The Marlowes is open to all guests, however access will be restricted if capacity is reached – if this is the case and you are in a vulnerable/at risk group, please make yourself known to the member of The Marlowes team at the door.  If you are visiting a specific store, please contact them directly to check their policy.

Stores

How do I know if every store is safe to visit?

The management team has worked closely with all stores to ensure they are COVID Secure. Stores will display a certificate once satisfied that all measures are in place.

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

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. 

Do I have to queue for each store?

Due to restrictions in capacity within the stores, queueing to enter a number of stores is possible. 

How can I find out the most up to date store information, and details of store opening times?

Please keep an eye on our website as well our Instagram, Facebook and Twitter  for the latest updates.

Parking

Is parking free?

Our car parks were free of charge during the first lockdown. All of our car parks have now reverted to the normal charging tariffs.