Thorntons has been part of the UK retail footprint for over a century and we are looking forward to re-opening our stores in a phased approach and welcoming back our valued customers.

In March we voluntarily closed our Thorntons Stores in advance of Government direction. Since then 2.5 million customers have visited our website www.thorntons.co.uk – where we also introduced contact-free home delivery.

Our Thorntons colleagues across the UK have continued to demonstrate their passion and dedication to delivering our quality products to our customers and for this we would like to thank them all.

Re-opening our stores

Since the start of COVID-19, our colleagues and customers safety and wellbeing has been our number one priority and this continues to be the case as we progress with re-opening stores. For this reason, we will be looking to re-open our stores in a phased approach to enable us to continuously assess our measures and ensure safety for all.

Following our phase 1, 2 & 3 launches where we re-opened 52 stores, we are now ready to move in to our fourth phase where a further 18 Stores will now re-open on the 6th of August. The stores re-opening are:

Stores re-open on the 5th of August
Store Name Store Name
St Enochs Silverburn Glasgow
Stirling Inverness
Glasgow Buchanan Gretna Green
Newcastle-High Friars Gateshead
Trafford Park Merry Hill
Dunfermline Thurrock
Derby INTU Nottingham
Chelmsford Reading
Leicester Highcross Livingstone

The stores will be opening in line with guidance from the British Retail Consortium (BRC) and the Union of Shops, Distributions & Allied workers (USDAW), which we have used to help create a safe experience for everyone.

Further phases of store and café re-opening will follow across August with constant focus on the safety and wellbeing of colleagues and customers.

Store Safety Measures

Ahead of the re-opening, our cross-functional team have looked at how best to help create a safe experience for everyone in our stores and there will be a number of new measures in place to ensure the safety of customers and colleagues, these include:

  • Additional training for all our colleagues ahead of reopening including handwashing, sanitizing and cleaning practices of all touch points
  • Communication with customers prior to entering the store through a hosting role at the store entrance
  • New safety measures throughout the store - including social distancing, limitation of customer numbers in store & contactless payment
  • New pre and instore point of sale supporting social distancing – including floor markers to clearly indicate 2m distancing and where possible one-way direction indicators
  • Screens setup at tills to protect colleagues and customers; with the provision of hand sanitiser in high traffic areas for use by all
  • Upweighted frequency of cleaning and disinfecting of frequently touched surfaces – using the recommended standard cleaning products
  • Provision of protective equipment for our colleagues including masks and gloves
  • Amendment to store offer in line with guidance, including removal of demonstrations and sampling
  • Strict adherence by all our colleagues regarding self-isolation protocols with paid absence in line with governmental guidelines

We continue to closely follow the government’s advice and will adapt safety measures accordingly.

Changes to our retail estate

We continue to be committed to transforming and growing the much loved and iconic Thorntons brand and have invested significantly to develop the business since 2015.

Like many other high-street brands, we have been operating in a tough and challenging external environment. This is due to changing customer habits, the decline of the high street and more recently, the impact of COVID-19. We must ensure we have a store estate that meets the changing customer needs and operates as a commercially viable retail business.

As a retailer that has been part of the UK retail footprint for over a century, we continuously review our store estate, store locations and our infrastructure to ensure it is fit for current and future customers. This includes reviewing a variety of different store variables such as formats, locations, refurbishments and where necessary closures.

As a result of our most recent store estate review and our re-opening strategy, we have taken the difficult decision not to re-open 23 of our stores.

This decision was not taken lightly, and we understand that this will be an uncertain and concerning time for our colleagues in these stores.

We will actively support all of our colleagues who are affected through individual consultations. We accept that we may have to consider redundancy and here we will continue to support with enhanced redundancy.

We believe these changes are vital as we continue to focus on ensuring our estate is sustainable for the long term. Our strategy continues to focus on being in the locations that meet our customer needs, connecting with our customers through trialling new approaches, which is an important and vital part of bringing our brand to life.

As part of this strategy, we have successfully launched seven conversions in locations including Derby, Uxbridge, Nottingham, Dalton Park, Liverpool, Birmingham and most recently a new premium café store format located in Belfast. These new formats, in the right locations, have shown strong results in growth and customer appraisal. This approach will continue to be our focus moving forward.

Although these are challenging times for a retail business, we are confident in the opportunities that lie ahead. We believe all these steps will help us secure the future of the much-loved Thorntons brand on the high street.

Thank you

These are hard times and we will continue to follow the advice of government, understand how we can support our industry, and most importantly support and protect our colleagues during the constant evolution of this situation.

We would like to thank our wonderful colleagues for their hard work and understanding during this challenging time, as well as our customers and suppliers for their ongoing support.

We look forward to welcoming you all back in stores soon. In the meantime, stay safe.