Retail FAQs



What safety measures will be in place?

The health, safety and wellbeing of our customers, volunteers and staff is of the utmost importance to us. We’re putting measures in place at our shops before reopening them, including:

  • We’re limiting to the number of customers allowed in our shops at any one time
  • Providing hand sanitiser stations at the entrance and till areas
  • Regular cleaning of frequently touched areas
  • A deep clean every day
  • Screens are being installed by the till
  • We’re asking customers to make contactless payments, wherever possible
  • Changing the layout of shops to allow safe social distancing
  • Directional signage around shops to keep 2 metre social distancing in place
  • All donations will be quarantined for 72 hours before being prepared for sale
  • Changing rooms will be closed (full refunds will be offered should you wish to return items and we’ve increased the return time up to 28 days after purchase)
  • We’re providing appropriate PPE for staff and volunteers

When is my local PDSA shop opening?

We have over 100 shops of different sizes and layouts, so initially we’re opening 10 shops on 15 June to closely monitor the safety measures we’re putting in place to protect customers, volunteers and staff. We expect a gradual reopening of our other shops over the coming weeks and months to allow our teams to create safe shopping and working environments in our stores.

Check details for your local shop.

When are our shops in Wales and Scotland opening?

Current guidance from the devolved governments regarding non-essential retail shops differ to elsewhere in the UK. We’re continuing to monitor their latest advice and will reopen our stores as soon as it’s safe and possible.

What are your opening times?

Our shops will be open from 10am-4pm Monday to Saturday, to allow time for a deep clean every day to help keep everyone safe. Some shops will also open on Sundays.

Check details for your local shop.



What will happen with donated items?

All donated goods will be quarantined for a minimum of 72 hours before being processed by our team, who will be provided with PPE, ready to go on sale to help raise vital funds for sick and injured pets. On the shop floor, we’re asking customers to avoid handling goods unless they are going to buy them. There will also be ‘touch tables’ to leave items that have been picked up but not purchased. These goods will be quarantined for a minimum of 72 hours before being cleaned and then going back on sale.

Can I still donate items?

Yes! We’ll be welcoming donations of clothing and home furnishings at our shops as they re-open. These can be left in our changing rooms (which remain closed).

When donating items, please wash clothes beforehand and wipe down hard surfaces of other items. Please bring donations in bags or boxes that you don’t want back, as all donations are being quarantined for 72 hours.

With a £3 million drop in our monthly income, every penny counts right now. By registering with us for Gift Aid, we can claim an extra 25 pence for each one pound your donations raise if you’re a UK tax-payer. Please ask our team for more information when you donate your items.

Unfortunately we’re not able to accept furniture donations at this time, as we’re ensuring there is plenty of space in our shops to allow for social distancing for everyone’s safety.

Can you collect donations from my home?

We’re not currently collecting from homes due to all donations needing to be quarantined for 72 hours. Donations can all be dropped off at our open shops – we’ve converted our changing rooms into drop-off points.

If your local shop isn’t yet open, we would be really grateful if you can keep hold of your donations for now. Hopefully we’ll be able to open more of our shops in due course – keep an eye on our website for further updates.



How will you protect customers, volunteers and staff on the shop floor?

The health and wellbeing of everyone who enters our shops is our primary priority. As well as limits to the number of people able to enter our shops at any one time, measures will include screens at tills, hand sanitiser stations and directional signs to help ensure social distancing, similar to that already found in supermarkets.

Stock hygiene

How will you ensure items on the shop floor are clean?

All donated goods will be quarantined for a minimum of 72 hours before being processed by our team, who will have PPE provided. This process includes steaming of all clothing and cleaning of all hard surfaces of other items. On the shop floor we ask customers to avoid handling goods unless they are considering purchasing. There will also be ‘touch tables’ to leave items that have been touched but not purchased. These will be quarantined for a minimum of 72 hours.

Can I try clothes on?

Not at the moment. But if you buy something and it’s not right once you get home, we will of course be able to give you a full refund if you return it within 28 days of purchase.