Are you making people wear face coverings?
We are asking people to follow government guidance. This means guests must wear a face covering in shops and indoor shopping centres such as Bluewater. Please plan ahead and bring a suitable face covering with you.
What happens if someone isn’t wearing a face covering?
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. We do appreciate that there are reasons for exemption.
I can’t wear a face covering. 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 Bluewater to be inclusive for all so if you are exempt from wearing a covering, please let our centre team know and we will offer assistance. Should you have a hidden disability, you can pick up a ‘hidden disability’ sunflower lanyard at the Concierge desk outside M&S on the lower level. Find out more >>
Who is exempt from wearing a face covering?
Full details of exemptions are available on the Government website >>
I forgot my face covering. What now?
We have a very limited number of face coverings that we can supply to guests in an urgent situation. We strongly advise guests to ensure they have their face covering with them before they travel to Bluewater.
Do I have to wear a face covering in restaurants or your food court?
You are not required to wear a face covering whilst eating in restaurants or in The Winter Garden food court. However, please wear your face covering when you order food in The Winter Garden. While you are eating, your face covering must not be placed on the dining table. Test and Trace is in place in The Winter Garden, you will need to scan a QR code and populate your personal details if you wish to sit in and dine. The QR codes are on display so you just need to open your camera and hover over the code. If you don't have a smartphone, a member of the Bluewater team will be able to assist.
Is Test & Trace in place at Bluewater?
If you choose to dine in the Winter Garden food court, you will need to scan a QR code and populate your personal details. The QR codes are on display so you just need to open your camera and hover over the code. If you don't have a smartphone, a member of the Bluewater team will be able to assist.
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.
Card payment will be required for the Bluewater Gift Card.
Will there be a limit to how long I can spend in the centre?
No limits will be 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 won’t be carrying out temperature checks on entry for the time being. If this changes, we will let you know.
Why does your signage state keep 2 metres apart when the government guidance has been updated to 1 metre plus?
Here at Bluewater we are continuing to encourage 2m social distancing in all common areas. This is a measure we've had in place since reopening to keep our guests as safe as possible. Some of our brands may adopt a 1m+ rule within their individual stores and cafés. Please keep a look-out for signage telling you about this while you're here.
Do we need to park 2 metres apart in the car park?
The lower level car parks and the middle red and green are the only car parks open. Guests do not need to park any differently, our parking spaces are extra-wide, but please do still maintain a safe distance when entering and leaving your vehicle.
How do I get into the centre - has this changed?
Bluewater is open to all guests; however access will be restricted if capacity is reached. Entry to the centre will be via the lower level car parks, The Winter Garden entrance (food court) and The Village entrance (near Zizzi’s).
Any local route changes will be communicated through our website, local traffic updates and our social media channels.
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.
Are all the toilets open?
All toilet facilities will be open with social distancing measures in place - every other cubicle, urinal and wash basin will be closed.
Will all the baby feeding and changing facilities be open?
All toilets and baby change facilities are open.
Can Key Workers park for free?
Our car parks are free for everyone.
Why is there a one-way system in place?
A one-way system makes it easier for everyone to follow social distancing guidelines. Signs are in place to make it clear how you walk round the centre, and where you can cross-over.
Will there be any changes to the lifts?
All lifts will be in operation. Lift access will be subject to social distancing guidelines, so single occupancy or household occupancy is encouraged. When you are considering using the lift, please prioritise space for pushchairs and disabled access.
Is there any change to the local buses?
Please check with Arriva as the timetable may be subject to change.
Is Guest Services open?
Our Concierge team will be on site to support guests – our Concierge desk on the upper level, outside John Lewis is open.
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 Bluewater is ahead of your visit – for information, please follow us on our social media channels or contact Bluewater Reception (01322 475475 | BluewaterReception@incentive-fm.com). Bluewater 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 Bluewater team at the door. If you are visiting a specific store, please contact them directly to check their policy.
I can't stand for long periods, what support is available to me in the centre and in the queue?
Ability Plus runs Shop Mobility for Bluewater from within the Yellow Welcome Hall, accessible by the Lower Plaza car park. From the mall, you can find them at the end of the walkway of Burger King, which is located between Marks & Spencer and House of Fraser on the lower level.
Please click here for more information about access and mobility.
How can I find out the most up to date store information, and details of store opening times?
Please take a look at the following page which provides the most up to date information on stores, coffee shops and restaurants that are open, and their opening hours. This page will be updated regularly, so please do check back and keep an eye on Bluewater’s Instagram (@bluewatershopping) and Facebook (@Bluewater) for the latest updates.
Will the centre still be open until 9pm Mon – Sat?
Centre opening hours remain the same, but retailer opening hours may vary, so please check here or call the retailer directly in order to avoid disappointment.
Is the Nature Trail open?
Yes, our outdoor spaces (excluding play areas) are open and we have social distancing measures in place. You can enjoy the Nature Trail but, for now, you will need to download the leaflet ahead of your visit as they are not available in the centre. For the time being, and for the safety of our staff and guests, we will not be issuing Nature Trail prizes from our Concierge desks.
Which coffee shops and restaurants are open?
Please take a look at the following page which provides the most up to date information on our stores, coffee shops and restaurants. This page will be updated regularly, so please do check back and keep an eye on Bluewater’s Instagram (@bluewatershopping) and Facebook (@Bluewater) for the latest updates.
If I purchase some food to takeaway, where can I eat it?
There is space to eat inside and outside The Winter Garden (this is the food court area), outside The Village (near Zizzi), outside the Plaza (in the Blue Car Park, access via the side door near TGI’s) and around the Nature Trail.
What do I do if I have an appointment and Bluewater is restricting capacity?
Please liaise with individual stores who will discuss the arrangements of your appointment.