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To protect our staff, volunteers, customers and donors within our shops, we have:  

  • installed Perspex screens by the tills and donation points 
  • made it easier for you to navigate our shop floors at safe, two-metre distances 
  • extended our returns policy to 60 days. 

We will also be continuing to: 

  • open our shops on restricted opening hours to allow for extra cleaning. Find our shop opening hours here.
  • ask customers to pay using contactless methods where possible. We will still be accepting cash 
  • ask anyone who visits our shops to wear a face covering before entering 
  • ask our staff and volunteers to wear a face covering. 

We will continually review our safety measures, making changes when necessary.  

What hasn’t changed is the warm, friendly welcome you will get from our staff and volunteers. We are so pleased to welcome you back in our stores again. 

Frequently asked questions

COVID
Will you be accepting cash?

We will be asking customers to pay using contactless methods where possible. But we will still be accepting cash.

Do I need to wear a face mask?

We are kindly asking anyone who visits our shops to wear a face covering before entering.

Will your staff and volunteers be wearing masks?

All our staff and volunteers in our retail shops will be wearing face coverings. This is to help keep the wider community safe and help prevent the spread of COVID.

Are there hand sanitising stations in store?

Hand sanitiser is available in all our shops and coffee shops.

Can I enter the shops if I have COVID-19 symptoms?

We ask that any customers showing COVID-19 symptoms do not enter any of our stores.

Are customer toilets open?

Yes, the customer toilets are now open in our coffee shops.

Are changing rooms open?

No, we will be closing our changing rooms until it is safe to reopen them.

Are you accepting returns?

Yes, and we have also extended our returns policy to 60 days.

Are you controlling the number of customers coming into the shop?

Yes, at peak times, we are working on a ‘one in, one out’ basis limiting the volume of customers instore at any given time. We will advertise the maximum number of customers for each location using signs either on or near the door.

Will there be queues outside your shops?

There will be some locations where we will need to manage queues outside of the store.

Are you still providing the same delivery and collection service as usual?

We will be giving you the option of contactless delivery or collection, outside of your home. We will only enter your property if it is safe to do so and if you are not currently self-isolating due to COVID-19. Our teams will always adhere to social distancing measures and will be wearing Personal Protective Equipment (PPE).