Guest info

We’re on hand to make your visit safe and enjoyable


Accessible toilet facilities

We have multiple accessible toilets to make your experience at the centre hassle-free. You can find these on:

  • Lower ground mall near HMV
  • On the dining terrace

We also have a Changing Places facility which is located on the dining terrace

Accessible parking spaces

We have 49 designated parking spaces spread over both floors of our multi-storey car park. Most sites within easy reach of the main entrances and there are spaces close to Shopmobility.


Please note Shopmobility is temporarily closed, we will update this message when they reopen.

intu Chapelfield has a dedicated Shopmobility Centre. You can access Shopmobility on Level -1 of the car park, adjacent to the disabled parking area. Wheelchairs and other mobility options are available and staff are always on hand to offer specialist advice on your needs. You can take your pick from a range of standard and powered wheelchairs, as well as powered scooters.

A year's membership costs £10, with a charge of £6 per loan. Non-members can hire manual wheelchairs at £10 per day on a temporary basis, with a £25 returnable deposit. Shopmobility users are entitled to 4 hours free parking at intu Chapelfield. Please have your parking ticket validated at Shopmobility.

For more information on our Shopmobility service, or to book in advance, please call 01603 753350.

Equipment must be returned 30 mins prior to closing time.

*Please note that two forms of identification with the applicant’s current address is required when registering for membership and when hiring equipment for a one off visit. Please contact a member of the team on 01603 753350 for details of which forms of identification are accepted.**Please note, these times don't include holiday opening hours. Please speak to one of our lovely staff members about availability during Bank Holidays. A pre-booked hire can only be held for 1 hour after the original start time so please don't be late.


We understand that for some people with autism spectrum conditions (ASC), sensory or additional needs a visit to a busy shopping centre can be a daunting experience. To help make your visit as enjoyable as possible, intu have been working in partnership with Autism Anglia and their team of autism specialists, to develop a number of helpful resources for individuals with autism and their parents / carers.

We have developed a visual guide (aimed predominantly at children with ASC) and a detailed guide (aimed predominantly at parents/carer or adults with ASC ) to the centre, which aim to support you from the early stages of planning a visit, arriving at the centre, information about the amenities and what to do in an emergency.

We have also developed alert cards that can be used throughout your visit at your discretion along with awareness bands, and sensory backpacks are available to hire with a refundable deposit.

You can pick up one of our guides from our Information Desks.

Additionally, we are holding quiet hours on the second Sunday of each month from 3-5pm in the centre*.  We will ask retailers to turn off or keep music and noise to a minimum to make shopping more comfortable for those with an ASC. These will be held from January to November. *In April, our quiet hours will be on Sunday 5 April since we are closed for Easter Sunday the following week.

Hidden Disabilities

We understand that visiting a shopping centre can be a daunting experience for some of our customers with autism, dementia or those who need extra assistance, so we’re adding in new ways to help your visit and experience. We can issue sunflower lanyards for people and dog lead sleeves for assistance/support dogs. Click here for more information on how we can help.

Dogs in the centre

Like most public buildings, intu Chapelfield only allows assistance dogs in the shopping centre.  However, we do allow people to use the car park and take their dog up with them in the lift to Upper Ground Mall, exiting immediately onto Chantry Road (opposite the Assembly House and theatre).

Shopping at the centre

Tax-free shopping

Tax-free forms can be requested in some of our stores, but why not save all your receipts and fill out the tax-free form at the airport? A much quicker and easier way to claim your tax back. Alternatively you can print off tax-free forms online.

Student Zone

Many of our shops and restaurants offer student discount.  Simply ask in your chosen store or restaurant if they offer a student discount - and don't forget your NUS card or other student ID!

intu Chapelfield holds a special Student Discount event in October, keep an eye on our what's on page for all upcoming events.​

Remember to bring along a proof of Student ID to make the most of your discount.

Health and safety

First Aid

In case of an accident or emergency you’ll be in safe hands. Our security staff are trained in first aid skills and will assist on request.


You might be able to buy a UAV, or drone, at one of our centres, but please wait until you get home before you try and use it!We are committed to keeping people safe and out of harm’s way when they visit us, as well as protecting the security and privacy of our staff and members of the public, so we don’t allow the use of drones anywhere on intu property without express permission. That includes inside our centres, within our retail partners’ stores, in the car parks and on adjacent land, or anywhere else within the centre’s periphery.  A member of our Centre Management team would be happy to speak to you if you have any questions, and thank you in advance for your cooperation.

Code of conduct

All of us here at intu are committed to making your experience with us as welcoming as possible. Whether you’re here for shopping, treating or eating, it’s important to us that each and every one of you feels at home. With that in mind we have few simple house rules that we hope will keep everyone happy.

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