Prev Post Next Post

Covid-19 Store Safety Measures – FAQs

1. Which stores are re-opening?

In line with government guidance, all our stores in UK have reopened. Check your local store page here.

2. What measures have your stores implemented for Customer Safety?

Safety remains our top priority so that employees and customers can return to Primark with confidence.

We are closely following all safety advice from government, treating this guidance as the minimum standard, and we continue to have extensive health and safety measures in place in all stores for reopening.

These measures include:

A strict social distancing protocol:

  • Limits on the number of customers allowed in store at any one time to allow for the appropriate distance in between customers and employees, following local government guidelines.
  • Clear signage and floor decals, as well as dedicated employees and additional security staff, to guide customers through the store in a way that limits contact with others.

Personal protection for employees and customers:

  • In line with government guidance, all customers are required to wear face coverings in our stores, unless they are exempt due to medical reasons.
  • On entering the store, customers are asked to use the hand sanitiser that is provided at the store entrance. Dedicated employees will be on hand to assist customers if needed.
  • We provide face coverings to all of our employees and they are required to be worn while working.
  • Perspex screens or cubicles have been installed on tills to help protect customers and employees.

Increased in-store cleaning:

  • Increased frequency and rigour of store cleaning, particularly around high frequency touchpoints such as tills, escalators, lifts, and employee areas in back of house.
  • Customer basket handles will be sanitised on a regular basis.

3. Are the fitting rooms open?

Our fitting rooms will remain temporarily closed. However, customers have 28 days to return an item if you change your mind. For more information on our Refund & Exchange policy please click here.

4. Do you have/ Where in the store are hand sanitisers located?

Customers will be asked to sanitise their hands upon entry into the store. Additional hand sanitiser stations are also available at back of house for employee use.

5. Will you have a queuing system at the tills?

We have reconfigured our queuing system at our till points to allow for social distancing. We have dedicated employees who are responsible for managing queues at tills. In addition, every second till is closed, in order to leave appropriate space between customers and employees. Perspex screens and cubicles have been installed on tills to protect customers and employees.

6. Will the lifts be in use?

Our lifts are in operation however to maintain social distancing measures only two people will be permitted in the lift at any one time. Exceptions to this would be additional family members.

7. Will staff wear face masks/gloves?

We provide face coverings to all of our employees and they are required to be worn while working. Gloves will also be made available should employees wish to use them.

8. How will your escalators operate safely in your stores?

We have provided clear signage on our floor and escalator steps marking the recommended social distance. We have also increased cleaning in our stores with particular attention given to high frequency touchpoints including escalators.

9. What signage will communicate your social distancing message in the store?

Clear signage and floor decals, as well as dedicated employees and additional security staff will help guide you through the store in a way that limits contact with others.

10. Contactless Payments – what is the maximum amount?

We are encouraging card payments and contactless when possible to minimise cash interactions. The maximum limit is £45.

11. Will there be a limited number of people allowed in the store?

Yes, we are limiting the number of customers into stores at any one time, in line with government guidelines. We have dedicated employees who are responsible for managing queues at tills, our store entrances, and also monitoring the sales floor to ensure social distancing measures are being followed.

12. Can I shop in the store with my friends and family or do I have to shop by myself?

We ask that all customers adhere to the social distancing measures in place while shopping_._

13. Will your toilets be open?

We have made the decision to temporarily close our customer toilets until further notice.

14. Will you have a queuing system outside?

We have implemented a queuing system at our entrances to allow for social distancing. We also have dedicated employees who are responsible for managing these queues.

15. Are your Beauty Studios open?

Our Beauty Studios will be open in selected stores. Please visit store page for further information

16. Will your Cafés be open?

Costa Coffee will operate a takeaway service in our Bristol, Bournemouth, Newcastle and Nottingham stores. All other food & beverage outlets will remain closed until further notice.

NBD FAQs

1. Will your Beauty Studios be offering all services?

Our Beauty Studios will only be offering hair services and nail treatments to customers until further notice.

2. What measures have your Beauty Studios implemented for customer safety?

We are working closely with our service providers who have put rigorous health and safety measures in place in our Beauty Studios.

These measures include:

  • Treatment tables have been reconfigured to adhere to social distancing guidelines and Perspex screens have been installed.
  • All beauty technicians will wear face masks, visors and gloves, which will be changed after each appointment.
  • Each treatment area will be sanitised after every appointment.
  • All customers must wear a face mask during beauty treatments, in line with government guidelines.
  • Hand sanitiser will be made available at the entrance of Beauty Studios
  • Clear signage and floor decals have been installed to guide customers in a way that limits contact with others
  • We are encouraging card payments and contactless when possible to minimise cash interactions

3. What measures have your cafes implemented for customer safety?

We are working closely with our service providers who have put rigorous health and safety measures in place in our cafes.

These measures include:

  • Cafes our operating a takeaway service only.
  • Perspex screens have been installed at tills.
  • Hand sanitiser will be made available at the entrance of cafes.
  • Clear signage and floor decals have been installed to guide customers in a way that limits contact with others.
  • All service providers will wear masks, in line with government guidelines.
  • We are encouraging card payments and contactless when possible to minimise cash interactions.

4. Do you need to pre-book an appointment for the Beauty Studios?

Customers with pre-booked appointments can enter the Beauty Studio when they arrive, however we would ask that only the person booked for the treatment arrives for their appointment. Walk-in appointments will be on offer during opening hours dependent on Beauty Studio capacity. Enquiries for walk-in appointments can be made at the Beauty Studio front desk. Our customer waiting area is not in use to maintain social distancing measures

5. Will staff wear face masks/gloves in the Beauty Studio?

All beauty technicians will wear personal protection including face masks, visors and gloves, which will be changed after each appointment.

6. Do I have to wear a mask while receiving a beauty treatment / attending beauty studio?

In line with government guidance, all customers must wear face masks while receiving beauty treatments.

7. What payment methods do you have in place?

We will be encouraging card payments and contactless when possible to minimise cash interactions.

8. Will you have a queuing system for the Cafe?

A queuing system will be in place at our cafés. Clear signage and floor decals have been installed to guide customers in a way that limits contact with others.

9. Can I use my KeepCup?

For customer health and safety, we are currently unable to facilitate the use of KeepCups.

10. Is there seating available in the Café?

In line with government guidelines our seating areas are closed. Our customers are welcome to purchase their food and beverages on a takeaway basis.

11. Why aren’t the food and beverage outlets open in my local store?

Costa Coffee will operate in our Bristol, Bournemouth, Newcastle and Nottingham stores where we can provide an enjoyable customer experience. We are working closely with our service providers and will review additional food and beverage offerings in the coming weeks.