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12th June 2020

Keeping you safe: FAQs

As our retailers start to reopen from Monday 15th June, find out more about the measures that we have put in place to keep our visitors and colleagues safe, along with further details for your visit.

When will the Mailbox open again?

The Mailbox has remained partially open throughout the lockdown period as we support essential operations, such as journalists reporting from the BBC Birmingham studios, key workers at the Tesco supermarket and staff making deliveries safely from restaurants such as Nando’s and Indico Street Kitchen. As non-essential retailers have been unable to trade during lockdown, some areas of the centre have been closed.

We have been carefully monitoring official government guidance, and look forward to reopening some of our retail stores as part of a phased approach from Monday 15th June.

Confirmed opening dates can be found below. This list will be updated as further dates are confirmed. Operating hours will vary between different retailers and may change at short notice, so we recommend checking with individual stores before leaving home.

Opening from Monday 15th June

  • BOSS
  • Calvin Klein, 12pm – 6pm, Monday to Saturday, 12pm – 5pm on Sunday
  • Castle Fine Art, 11am – 5pm Monday to Sunday
  • Emporio Armani, 11am – 7pm Monday to Saturday, 12pm – 6pm on Sunday
  • Harvey Jones
  • Kitchen Gallery
  • Ribble Cycles
  • Sofas & Stuff, 10am – 6pm Monday, Thursday, Friday, Saturday, 11am – 5pm on Sunday (closed Tuesday and Wednesday)
  • Tommy Hilfiger, 12pm – 6pm Monday to Saturday, 12pm – 5pm on Sunday
  • H20

Opening from Tuesday 16th June

  • Wedding Club

Opening from Thursday 18th June

  • BoConcept, open Wednesday to Sunday, 11am -5pm Wednesday to Saturday, 12pm – 5pm on Sunday.

Opening from Tuesday 7th July

  • Paul Smith, open Tuesday – Saturday, 11am – 5pm

Opening from Thursday 9th July

  • James Lakeland, open Thursday – Saturday, 12pm – 6pm

Will the Mailbox’s opening hours change?

Many stores will begin to reopen from Monday 15th June, although the opening hours for individual retailers may vary from before lockdown. Please contact specific brands for further information.

Q-Park car park will remain open for 24 hours a day, 7 days a week.

Has the Mailbox introduced any new measures to keep visitors safe?

We are doing everything we can to make sure the Mailbox is a safe place to visit, work and live, so you will notice a number of changes on your visit.

New social distancing and safety measures have now been introduced, which include:

  • A one-way system to manage the flow of visitors through the centre
  • Clear social distancing signage and guidance
  • Carefully managed visitor numbers and queuing systems
  • Sanitising stations with automatic dispensers at key locations
  • Public announcements to support social distancing on the shopping malls
  • Mailbox Guest Hosts providing social distancing and hygiene guidance and support
  • An enhanced cleaning regime across the centre including all touch points
  • Reduced seating in mall areas

We encourage everyone to play their part too, and help us to reduce transmission of the virus by carefully following the instructions and guidance provided throughout the centre.

If you are displaying any of the symptoms associated with Covid-19, please stay at home.

View the Mailbox’s ‘Staying Covid Secure’ details here: Mailbox Staying Covid Secure Poster

Will I be able to use the Mailbox toilets?

We have been carefully following official advice, and will reopen our public washroom facilities on Level 2 on Monday 15th June. To ensure that these are safe to use, we will be enhancing our cleaning regimes within these areas and some toilet facilities will be taken out of use to adhere to social distancing guidelines. We ask that visitors wash their hands thoroughly.

Washroom facilities on Level 1 and the shower blocks on Lower Ground level of the car park will remain closed for the time being.

Can I wear a face mask/face covering?

Yes, all our visitors are welcome to wear face coverings and gloves whilst in the centre.

Will I still be able to park at the Mailbox?

Q-Park has remained open as usual throughout the lockdown period, and will continue to conduct stringent cleaning regimes to ensure parking facilities are safe to use.

For more information on how Q-Park is responding to Covid-19, please visit

Will visitors have a time limit before they have to leave?

No, however we will be carefully monitoring the number of visitors inside the Mailbox, which will be supported by new retailer queuing systems and a one-way flow through the centre. Please adhere to all social distancing guidelines when you visit the Mailbox, and follow the instructions provided.

Are you implementing a rule of one customer per family or can we visit together?

We want to ensure that the Mailbox experience is as enjoyable as possible for everyone, so we ask that you try to limit the numbers in your group when you visit the centre. Children are welcome with an accompanying adult, but will also be expected to follow our social distancing guidelines.

Our colleagues will monitor capacity within the centre carefully to ensure that it is safe and you are able to shop responsibly. Please remember to maintain a 2 metre distance between anyone outside of your group.

When will restaurants and bars start to open again?

In adherence to the government’s guidelines, hospitality venues at the Mailbox will remain closed, however a limited number of restaurants have decided to open for takeaway service only, which you can see below. Any orders made at these venues must be taken and consumed outside of the Mailbox premises.

  • Indico Street Kitchen: Collection or delivery via Deliveroo or Uber Eats
  • Nando’s: Click & Collect
  • Baha Vegan: Available on Deliveroo
  • Côte Brasserie: Côte at Home deliveries

What steps will be taken if people do not observe social distancing guidelines?

Security teams and Guest Hosts will be advising all visitors on the new social distancing guidelines that have been introduced, and will be reminding people to maintain a safe distance from other visitors. We have also installed safety information throughout the centre, which will be widely visible and available, and anyone who refuses to meet these guidelines will asked to leave the centre.

If we feel that people are deliberately breaking the guidelines and risking the safety of those around them, our colleagues will not hesitate to take the appropriate action. The Mailbox will not tolerate the actions of any individual who potentially threatens the safety of others.

Have staff been specially trained to manage this new way of shopping?

All of our staff have been trained to ensure that they are aware of the new safety and hygiene measures.

Will Mailbox staff and guest hosts be supplied with PPE?

Where Mailbox colleagues are already using PPE in their work to protect against non-COVID-19 risks, they will continue to do so.

Will Mailbox be providing PPE for visitors?

We won’t be supplying PPE for our visitors, as this is not currently a requirement by the government. All Mailbox visitors are welcome to wear their own face coverings and gloves.

Will you be temperature checking people as they come into the centre?

Temperature checking is not currently part of the government’s guidelines. However, please be reassured that we are doing everything we can to make sure the Mailbox is a safe place to live, visit and work.

If you do feel unwell or are showing any of the symptoms related to Covid-19, please do not visit the centre. We need your help to ensure that everyone is as safe as possible and can continue to enjoy their Mailbox experience.



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