Plan Your Visit

Q: I’ve heard that some Apple Stores near me are now open. How do I know which stores I can visit?

A: Some of our retail stores are now open. Please check apple.com/uk/retail for the latest on store reopenings, services available and opening hours.

Q: Will I have to queue?

A: At Apple Store locations that have fully reopened for shopping and Genius Support, you may experience short waiting times before being allowed to enter the store. To maintain physical distancing, we are limiting store occupancy and giving everyone lots of room. Not all our stores have resumed full operations. Please check the status of your nearest Apple Store at apple.com/uk/retail.

Q: How is physical distancing practised at Apple Store locations?

A: In every store, we’re limiting occupancy and giving everyone lots of room, while renewing our focus on Genius Support and one‑to‑one, personalised service throughout the store.

We have reduced the number of products on display in our stores so customers can shop and browse while maintaining a safe distance between themselves and others.

Not all our stores have resumed full operations. Please check the status of your nearest Apple Store at apple.com/uk/retail.

You can get all the same great products and services from our online store with free, contactless delivery and one-to-one shopping help from a Specialist via Chat, or by calling 0800 048 0408. Shop Apple Store online.

Q: Will I have to wear a mask when I visit an Apple Store?

A: Yes. Face masks will be required for all our teams and customers while visiting an Apple Store and we will provide them to customers who don’t bring their own. N95 masks with valves and masks that do not cover your nose and extend below your chin — such as bandanas — are not permitted at Apple Stores. Replacement masks will be provided as needed.

Q: What if a customer is unable to wear or exempt from wearing a mask?

A: If a customer is unable to wear a face mask due to an existing medical condition or disability (or for any other reason as set out within the relevant legislation), Apple will offer reasonable alternative shopping or support options. We will:

- Serve customers at store front,

- Serve customers digitally (via call, chat or Apple Support App, Apple Store App or contact centres),

- Offer customers temporary use of a face shield while in-store, or

- Offer to serve customers without a mask outside of trading hours.

If the customer is under the age of 11 in England and Wales, under 13 in NI or under 5 in Scotland, we will serve them in-store if it is safe to do so; otherwise, we will offer service out of hours or provide a face shield instead of a mask.

Q: What protocols are you following to keep Apple Store locations clean?

A: Throughout the day, we’re conducting enhanced deep cleaning that places special emphasis on all surfaces, display products and highly trafficked areas. Devices that are passed back and forth between our team members and customers are wiped down before and after each use. We also conduct enhanced deep cleaning of our stores at night.

Q: Will I be able to browse? Try the products? Go into the store?

A: You can shop, browse and try out products at Apple Store locations that have fully reopened. We’re focused on limiting occupancy in every store, so you may experience short waiting times before being allowed to enter.

We have reduced the number of products on display in our stores so customers can shop and browse while maintaining a safe distance between themselves and others.

Not all of our stores are open for shopping yet. Please check the status of your nearest Apple Store at apple.com/uk/retail.

You can get all of the same great products and services from our online store with free contactless delivery and one-to-one shopping help from a Specialist via Chat, or by calling 0800 048 0408. Shop Apple Store online.

Q: My local Apple store has reopened and I’ve placed an order to pick up in-store. What safety measures can I expect when I arrive?

A: To ensure a healthy environment, physical distancing measures may result in delayed store entry. Temperature checks and masks may be required to enter the store. And your pickup will be contactless.

Please check apple.com/uk/retail for your local store opening hours, or call us on 0800 048 0408.

Q: Can I come and pick up a product without going into an Apple Store?

A: Many of our stores have pickup in front of the store or outside pickup available for online orders. When you place your order online, you will see pickup options for stores near you. You may be required to choose a time window for picking up your order. We’ll email you detailed pickup instructions and send you a text and email when your order is ready. You can also check the status of your order on the Apple Store App or at apple.com/uk/shop/orderstatus.

You can find the opening hours and status of your nearest Apple Store at apple.com/uk/retail.

Q: Can I still place a new order with Apple?

A: Yes. For purchases with free, contactless delivery, shop online at apple.com/uk/shop or with the Apple Store app. You can also place an order and select a time for contactless pickup at your nearest open Apple Store.

Q: How can I receive delivery of my online order safely? Is there an option for contactless delivery?

A: Apple’s delivery partners are providing a variety of options to help ensure your safety. Once you have a tracking link for your shipment, visit the carrier’s website to learn more or to take action to manage your delivery. For example, your driver may ask for verbal confirmation of receipt from a safe distance to satisfy the signature requirement, or may leave lower-cost shipments at your door without a signature required. To learn more about your specific delivery options, use the tracking link for your shipment available at apple.com/uk/shop/orderstatus.

Q: Can I return or exchange my product at my local Apple Store?

A: For products purchased online, you can start a contactless return at apple.com/uk/shop/orderstatus. For purchases made at an Apple Store, you can return your product within 14 days after the store reopens. Some stores may be open for outside pickup with limited support and are unable to complete returns at this time. If your local store has only outside pickup available, you can return your product within 14 days of the store fully reopening. You can check your local store opening hours and status at apple.com/uk/retail.

Q: How can I return an order I bought online while under lockdown restrictions?

A: Start a return online at apple.com/uk/shop/orderstatus where you can create a return shipping label to ship your product from a dropoff point or schedule a pickup at your location. You can also use this method to return online orders picked up at a store.

Q: Can I get Genius Support at an Apple Store?

A: The best way to get Genius Support is to make an appointment before visiting the store. Go to getsupport.apple.com to schedule an appointment.

To change your Genius Support appointment, you can also go to mysupport.apple.com or use the link provided in your confirmation email.

Not all our stores have resumed in-store Genius Support. Please check the status of your nearest Apple Store at apple.com/uk/retail.

If you need Genius Support sooner, you can get help from our experts via phone, chat or email at getsupport.apple.com.

Q: What’s the status of my repair?

A: You can check the status of a repair online at support.apple.com/en-gb/repair.

Q: Can I participate in a Today at Apple session at an Apple Store?

A: We’ve temporarily paused Today at Apple programming in our stores, but are excited to offer creative projects you can do at home with Today at Apple at Home. Please visit apple.com/uk/today/feature/today-at-home.