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Customer Service

At West 12 we pride ourselves on delivering great customer service. 

 

We are a neighbourhood shopping, leisure and entertainment Centre, offering a great range of convenience and lifestyle shopping. Plus, a variety of restaurants and bars, a multiplex Cinema and fitness facilities. We strive to make your visit as comfortable and hassle free as possible, from early morning till late in the evening.

You can contact any member of our Centre Management Team on 020 8746 0038, or if you have any queries or suggestions please contact us.

Toilets

InPost Locker

Collect and return your parcels quickly using the Inpost Parcel Locker service, located in the car park next to the lift lobby for Lidl on level 2. 

To collect your parcel:

1. When shopping online, choose 'click and collect' at the checkout and select the InPost Locker located at West 12 (Shepherds Bush, London, W12 8PP)

2. When your parcel arrives, scan your QR code at the locker or open the door remotely via the InPostUK app. 

To return your parcel:

1. Check your store's return instructions and follow the steps to create a QR code.

2. Scan your QR code at the locker to open and put your parcel inside.

For further information, visit InPost.

Disabled Access

We do our best to make this venue accessible to everyone. This venue has been audited by AccessAble who have provided full details of accessibility and facilities for disabled persons.

Photo-Me

Get ID photos and discover new fun photos with one of our Photo-Me photo booths. Located next to the escalators, when entering from Shepherd's Bush Green or next to our Sherlock: The Game is Now escape room, nearest to the Rockley Road entrance.

For further information and top tips for getting a perfect photo, visit Photo-Me.

Toilets are located on the ground floor. The closest entrance is from the Charecroft Way corridor or the Rockley Road entrance.

Amazon Locker

The Amazon Locker, located on the ground floor to the right of our public toilets, provides you with an easy self-service delivery and return location for your Amazon packages. 

 

To use the Amazon Locker at West 12:

1. Locate this Amazon Locker online, by searching W12 8PP in Amazon's pick-up location database.

2. Select 'add to address book' and when prompted, sign in to your Amazon account. 

3. Once you’re signed in, Amazon will automatically add this Amazon Locker address to your address book. Giving you the option to select this address during the check out or return process.

To collect your parcel:

1. Enter the 6-digit pick up code which can be found in your delivery confirmation email on the touch screen display. Alternatively, you can scan the bar code also located in your delivery confirmation email, using the scanner located directly beneath the touch screen of the Locker. 

2. The correct locker slot will open and you can collect your package.

To return your parcel:

1. Submit a return request using Amazon's Return Centre. You will be asked to sign-in to your Amazon account.

2. Once the return request has been completed, Amazon will send you an email containing a drop-off code. Enter this code into the Amazon Locker using the touch screen display and follow the on-screen instructions.

For further information, visit Amazon.

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