We are open!

We've been open for a little while now and we've got used to the restrictions that we need to adhere to. We're not complacent though and all of our customers will be treated to our very best service in the safest way possible. 

We've outlined our Covid-19 policy below, which we hope will answer your questions. However:

  • PLEASE DO NOT ENTER OUR STORES IF YOU HAVE ANY SYMPTOMS, OR SOMEONE IN YOUR HOUSEHOLD HAS SYMPTOMS. 
  • PLEASE RESPECT OUR GUIDANCE BY WEARING A MASK IN ALL OF OUR STORES AND SANITISE YOUR HANDS BEFORE ENTERING. 
  • PLEASE FOLLOW ANY GUIDANCE GIVEN TO YOU BY ANY OF OUR COLLEAGUES. 
  • PLEASE BE CONSCIOUS OF SOCIAL DISTANCING AND THE PREFERRED TWO METRE RULE. 

5 Steps

We have taken the Government's guidance very seriously and have:

1. Undertaken a Covid-19 risk assessment in all of our stores.
2. Provided all stores with strict cleaning, handwashing and hygiene procedures in line with government guidelines.
3. Taken all reasonable steps to help our behind-the-scenes staff work from home.
4. Taken all reasonable steps to maintain a 2m distance in the workplace, including customer service zoning.
5. Done everything practical to manage transmission risk in line with government guidelines where it is not possible to be 2m apart.

Hygiene Measures

We're all in this together and so we have provided hand sanitiser at the entrance to all of our stores. Please use this when entering any of our stores. 

If you've forgotten your face mask, we can provide you with one. Please respect the measures we have put in place and wear a face mask in our stores. 

Our staff will be wearing either face masks or visors while in the store. They will be regularly sanitising their hands, as well as sanitising touch points such as the payment terminal keypad, door handles and the counter area. 

Safely Making Payment 

The contactless threshold has been increased to £45, so please use this method if appropriate. If your transaction is above the limit, please be assured that the pinpad is sanitised after every use. 

Two Metre Rule

Please ensure you keep your sitance from other customers and staff during your time in our stors, both for shoe fitting and whilst at the counter. Please follow the directions of our staff and remain conscious of your own social distance to others. 

Find your local store

Yes, we are ensuring the safety of both staff and customers. We will be providing face masks for our customers to use and all members of the staff team will be wearing face masks in front of customers. 

Yes, we are providing hand sanitiser for customer use in all stores and asking all staff to sanitising their hands between customers.

Gait analysis will be available in all U&R stores. However, in order to reduce the level of contact transmission and to adhere to governmental hygiene guidelines we will be making sure between use that any surfaces touched will be cleaned with anti bacterial wipes on every treadmill use. We will also ask for hand sanitiser to be used before undertaking the analysis. This may reduce the level of gait analysis cycles/ customer especially given we are aiming to following a 1:1 ratio on customer interactions. This however, should not affect the level of shoe fitting provided by the store as alternative methods of shoe fitting, including static biomechanics will be used. If you have any queries about the service level being offered please contact the store in advance of travel.

Yes, we are still processing exchanges and refunds as normal, but in order to help with a restricted service level and higher than usual level of customers visiting we would ask you to phone the store ahead to make sure the shoes you require are in stock, and to discuss the return especially if it is a faulty product.  This will save time and any unnecessary journey’s.  Please also make sure you have proof of purchase and bring that and the items with you.

Normally this would not be a problem, but we would ask you to also be conscientious about other members of the public that may be waiting.  While we would be happy for you to browse the store, we would ask that you have some indication of what it is that you are looking for in order for us to direct you to the product(s) quickly and efficiently. 

Yes we do and we will be encouraging customers to pay via contactless.  For those that can’t use contactless payment the pin pad will be sanitised before and after use.  We will accept cash but would prefer to receive electronic payment if at all possible. 

We are still processing refunds as normal, but please make sure you have proof of purchase and bring the item with you and if possible contact the store in advance of visiting. 

We are still processing exchanges and refunds as normal, please make sure you have proof of purchase and bring the item with you, but we would ask that you phone the store ahead to make sure the items you require are in stock and any problems can be discussed in advance of your visit.  This will save time and an unnecessary journey.

All our stores are open but they might be experiencing a change in opening times so please refer to your local stores FACEBOOK page for shop information.

We would actively discourage cash payment and would prefer contactless methods.  However, we will still be taking cash payments for products. 

We will have plenty of offers as well as exclusive offers (both in store and online).  Check out the stores FACEBOOK pages for any offers and deals the stores will be offering and contact the store before visiting to avoid disappointment.

All our clothing is quarantined for 72 hours after if has been tried on. If you've tried something on and you don't intend to buy it, please make sure you give it to a member of staff so that it can be quarantined before it is put back on the shop floor

The changing rooms will be in use in most U&R stores, but this will be done on a restricted basis given social distancing protocol and store zoning. Where it is not possible to have access to the changing rooms the customers are encouraged to purchase the product and they can bring it back for a no quibble refund (T&C’s apply). All changing rooms, if used will be cleaned and the surfaces that are likely to have been touched (handles etc) will be cleaned after use. There will also be a frequent clearing rota undertaken, with a checklist that will be signed off by the highest ranking staff member in store. Any garment tried on will be set aside and not returned to the shop floor (quarantined) until deemed to be safe to do so. All of this will be done in accordance with governmental hygiene guidelines. Please check with the store before travel if you believe you will want to try on any products and to find out the stores protocol for trying on apparel.