Accessible shopping: quiet hours, Sunflower and Shopmobility

Last checked November 2026. Offers and rules change: confirm with the provider before you rely on them.

Shops have a legal duty to make reasonable adjustments for disabled customers, and most offer far more help than people realise: quieter shopping times, staff who will fetch and carry, loan wheelchairs and scooters, and ways of making labels readable. The key is knowing what to ask for.

Your right to reasonable adjustments

Under the Equality Act 2010 in England, Scotland and Wales, and the Disability Discrimination Act 1995 in Northern Ireland, businesses that serve the public must make reasonable adjustments so that disabled people are not put at a substantial disadvantage. Many long-term conditions that come with later life, such as sight loss, hearing loss, arthritis and dementia, can count as a disability under the law, whether or not you think of yourself as disabled.

What is "reasonable" depends on the size of the business. A large supermarket can be expected to do more than a corner shop. In practice it means things like a ramp or a member of staff to help, a seat while you wait, or information in a form you can read. If you believe a shop has treated you unfairly, Citizens Advice can explain your options.

Quiet hours

Many supermarkets and some other retailers set aside a quiet hour, sometimes called a sensory-friendly or calmer hour. Typically the music and tannoy announcements are switched off, till and scanner sounds are turned down, and in larger stores the lights may be dimmed. Quiet hours were introduced mainly with autistic shoppers in mind, but they suit anyone who finds a busy shop tiring or confusing, including people with hearing aids, dementia or anxiety.

Times differ by retailer and sometimes by branch, and they change. As one example, at the time of writing (November 2026) Tesco's website says its stores hold a quiet hour from 9am to 10am on Wednesdays and Saturdays. For any shop, check the retailer's website or ring your local branch.

Tip: Quiet hour or not, shops are generally calmest on weekday mornings shortly after opening and in the mid-afternoon, and busiest at lunchtime, after work and on Saturdays.

The Sunflower lanyard

The Hidden Disabilities Sunflower is a green lanyard, badge or wristband printed with yellow sunflowers. Wearing one is a discreet way of telling staff that you have a disability or condition that may not be obvious, and might need a little more time, patience or help.

It is voluntary, and you do not need to prove or explain your condition to wear one.
It is recognised by many supermarkets, shops, shopping centres, railway stations and airports across the UK.
Some participating shops give lanyards out free at the customer service desk. They can also be bought from the scheme's official website, hdsunflower.com, which lists the organisations taking part.
It does not entitle you to anything specific, such as jumping a queue. It is a signal, and staff should respond by asking how they can help.

Shopmobility

Shopmobility schemes lend or hire out manual wheelchairs, powered wheelchairs and mobility scooters so that people with limited mobility can get round a town centre or shopping centre. You do not usually need to be registered disabled or hold a Blue Badge; the schemes are for anyone who has difficulty walking, whether permanently or for a few weeks after an operation.

Each scheme is run locally, by a council, a charity or a shopping centre, so charges, opening hours and rules vary. Some are free, some ask for a small charge or a membership fee.
Expect to register on your first visit, show identification and have a short lesson on a scooter.
Book ahead if you can, especially before Christmas.

To find your nearest scheme, search online for "Shopmobility" and the name of the town, or ask the council or the shopping centre's information desk. Our guide to hiring mobility equipment covers Shopmobility and other short-term hire in more detail, and the Blue Badge guide explains parking close to the shops.

Help you can ask for in store

An assisted shop. Many supermarkets will provide a member of staff to walk round with you, reach items and read labels. Ask at the customer service desk, or ring ahead so someone is free.
Help with packing and carrying to your car or a taxi.
A staffed checkout. You never have to use the self-service tills. If none seems to be open, ask.
A seat. Most large shops will find you a chair if you need to rest or wait.
Store wheelchairs and scooters. Larger supermarkets often keep a wheelchair with a basket attached, a trolley that clips to your own wheelchair, or an electric scooter at the entrance. Ask a greeter or at the desk.
Shallow and lightweight trolleys that need less bending.
A hearing loop at tills and service desks, shown by an ear symbol. Switch your hearing aid to the T setting; see our hearing aids guide.
Accessible toilets and changing rooms.

Watch out: Help varies from branch to branch and depends on staffing. If you rely on a particular kind of assistance, telephone the store before you travel rather than assuming it will be available.

If reading labels is the difficulty

Carry a pocket magnifier or use the magnifier feature on a smartphone; see reading glasses and magnifiers.
Large-print and accessible information. Under the equality laws you can ask a retailer for information such as a price list, catalogue, receipt or letter in large print, and some provide braille or audio on request.
Talking labels. Pen-shaped audio labellers let you record your own spoken label for tins, jars, freezer boxes and medicines and play it back by touching the pen to a sticker. Sight-loss charities such as RNIB sell and advise on these.
Phone apps can read printed text aloud or connect you by video to a sighted volunteer who describes what the camera sees.
Tactile markers. Raised "bump-on" stickers and elastic bands are a low-cost way to tell similar containers apart at home.
Medicines. Ask your pharmacist about large-print labels. Medicine packaging also carries the name in braille.

If your sight has changed, an eye test is the first step; see free prescriptions and eye tests for who gets one free.

Bringing the shopping home

A sturdy shopping trolley or a rollator with a bag takes the weight off your arms. If carrying has become the main obstacle, supermarket home delivery for the heavy items, combined with a short trip for fresh food, keeps you getting out without the strain.

Common questions

Do I need proof of disability to get a Sunflower lanyard?

No. The scheme is based on trust. You simply choose to wear one if you feel it would help.

Do I need a Blue Badge to use Shopmobility?

Usually not. Schemes are open to anyone with a mobility difficulty, but each sets its own rules, so check locally.

Can I ask a member of staff to shop with me?

Yes. Most supermarkets will arrange this if staff are available. Ringing ahead makes it more likely.

What can I do if a shop is not accessible?

Speak or write to the manager first, explaining what the difficulty was and what would help. If nothing changes, Citizens Advice can advise on taking it further.