Frequently Asked Questions

What are the centre opening hours?

From 12 April 2021, the centre opening hours will revert to 9am until 6pm, Monday to Saturday, and 10am until 4pm on Sunday. Please be aware that individual retailers may have altered their opening hours in light of safety and available staffing. If you are visiting a specific store, please call ahead to check they are open. Contact numbers for retail stores can be found on their store pages.

What stores are open?

All our stores are open. From 12 April Costa, Greggs and The Gatehouse are open for takeaway only.

How should I walk around the centre?

There is a one-way system in operation in our mall. As you enter, please keep to the left side of the shopping mall and follow the arrows to guide you. Please only cross over the centre line if it is safe to do and you can respect social distancing. If you wish to travel back down a mall to exit, please join the one-way system and keep to the left. 

Where should I queue for the shop I am visiting?

Outside every storefront, you will see floor tape which indicates the queueing system. Within that, there will be queue markers indicating the safe 2m distance. Each store will manage the queue for their individual shop and permit you to enter when it is safe to do so. If the queue becomes too long, you may be asked to return later. Whilst this is not ideal, your patience is appreciated in the interests of keeping everyone safe.

Is social distancing being practised?

Social distancing has been in place in the centre since the end of March 2020 and the end of June 2020, further measures were implemented for your safety. Directional arrows and tape will mark out safe distances whilst walking and queuing in the centre and to further enhance public safety, a one-way system will be in operation to reduce the cross-flow of visitors. Please keep to the left as you walk around and observe the new signage whilst visiting which is there to remind you to practise social distancing and keep a safe 2m distance between anyone who is not in your household. 

Is the centre being cleaned more frequently?

Since the end of March 2020, an enhanced cleaning regime has been in place at Castle Court. This includes:

• Enhanced cleaning of common areas and visitor touchpoints

• Enhanced cleaning of the management suite (signing-in book, door handles, pens etc)

• Implementation of enhanced cleaning regimes within each retail outlet – details of which can be requested in each individual store.

Is hand sanitiser available for use in the centre?

Hand Sanitiser is available in all stores. We encourage you to use these when you enter and exit and after you have touched anything or handled cash.

Is there a restriction on how many people can be in the shopping centre at any one time?

The number of visitors is counted by our Centre Team. If we reach that capacity, you will be asked to come back later. If you are waiting in the Mall and not in a queue line, you may be asked to move by a member of the centre team to ensure that those in the queue lines can queue safely. Thank you in advance for your patience and understanding. 

What if I have an appointment at a shop within the centre?

If there is a queue at the centre entrance and you have an appointment at Halifax, EE, Vodafone. Hays Travel or TUI please make yourself known at the front of the queue to a member of the centre team. They will check with the store and permit you entry if they confirm your appointment.

How long can I stop at the shopping centre?

To ensure visitor and staff safety, we are asking you to do your shopping as quickly as you can. We look forward to the day when we can welcome you back and you can stay and socialise as long as you wish, but for now, please do your shopping safely. 

Can I stop and talk to friends? If so, how can I do this safely?

We are encouraging visitors to only stay for as long as absolutely necessary when visiting Castle Court Shopping Centre. The one-way system in operation in the centre relies on visitors constantly moving in order for social distancing to be practised effectively. 

Do I have to wear a face-covering when I shop with you?

The Welsh Government has made face coverings compulsory whilst shopping. Please ensure you wear a face-covering whilst shopping with us. You may be refused entry from some stores if you do not wear a face covering.

Where do I go if I have a problem or a question?

The Centre team is on hand at all times to answer questions or address any concerns you have. They can be identified by their Castle Court hi vis jackets or vests. 

What if someone gets too close to me and I feel uncomfortable?

If another visitor gets too close to you and you feel uncomfortable, they may just need a reminder to keep a safe social distance. If you feel unsafe or uncomfortable at any time or see anything suspicious in the centre, please inform either a member of the centre team or retail store team member immediately. 

Download our Covid-19 Risk Assessment Certificate here