Coronavirus (COVID-19) Update

Coronavirus (COVID-19) – Update

We are still open as normal and taking orders but, like many businesses, our business has been impacted by the Coronavirus pandemic. We will always try to keep you updated about what this means.

**Please be aware that following the Government announcement to allow campsites to re-open from the 4 July, the surge in demand for camping and leisure related products means we are extremely busy at the current time. We apologise for any inconvenience**

Please read the full statement for the most up to date information regarding the current situation:


Placing Orders

Orders are being dispatched as normal. Please refer to your Order Confirmation for the estimated delivery date. We would not normally contact you prior to dispatch unless we encounter a delay. Delivery estimates provided at the time of ordering are based on immediate stock availability as well as forthcoming orders and deliveries. Whilst we are doing everything possible to ensure that estimated delivery timescales are robust, we are experiencing some minor delays with some lines and carriers are also reporting delays in some areas due to the volume of parcels in the network at the current time. Most suppliers have had and continue to experience, some operational limitations, including working with a reduced workforce. They may also be waiting for stock to arrive from the country of manufacture and there can be unforeseen delays with overseas shipments but we are continually reviewing our delivery estimates to make sure these are as accurate as possible.

While most suppliers have now re-opened, it is taking time for them to fulfil all outstanding orders and get back to normal. The recent decision to re-open campsites has caused a surge in demand for camping and leisure products which both suppliers and ourselves are working hard to address. Please be assured that deliveries are being received and dispatched on a daily basis. You will receive a dispatch notification by email as soon as your order leaves our warehouse, this will provide tracking information so that you can monitor the progress of the delivery.

Contacting Us

Whilst our Customer Service Team were working remotely during the lockdown which meant we were unable to offer phone support during this time. We now have our team back in the office and our phone lines are open. Please refer to the Contact Us page of our website for confirmation of our opening hours.

We are continuing to receive an unprecedented level of email enquiries on a daily basis and waiting time for a response is therefore substantially longer than usual. We are working 7 days a week to improve this situation and we have increased the capacity of our team to help improve our response times.

We appreciate your patience and request that you do not send in multiple emails until you have received a response from us. Doing so moves your email further down the queue to the date of the most recent message received and therefore it will take us longer to provide a response.

By Phone,
Our phone lines are currently open, please refer to the Contact Us Page on our website for details of our opening hours

Live Chat,
Due to the increased volume of customers trying to contact us via Live Chat, we have experienced operational issues and some customers reported problems when queuing to talk to us. As a consequence, we are unable to offer our Live Chat facility at the current time.

Email,
We are responding to emails in date order so please do not send in additional emails as this will move your place in the queue to the date of the most recent email received. We apologise that it is taking us substantially longer than usual to reply but we will respond as soon as possible. Limiting the number of emails you send means we can deal with your query much quicker.

Returns

Whilst we are accepting returns, please be aware that it is taking longer than usual to process these. Please allow 28 days for this to be concluded.

If your item is faulty and needs to be inspected by the technical warranty team or by the manufacturer, resolution times may vary dependent on the manufacturer. This may take several weeks to conclude so we ask for your patience whilst we work with the manufacturer to resolve your problem.

Leisure Outlet Safe Collection Service

Whilst we do not have a shop premises, if you do wish to collect your order from us, then please read below.

To place an order for collection you will need to call us to place your order and simply let us know when you wish to collect from us.

Collections will take place at our premises; Unit 5, Eldon Road, Attenborough, Nottinghamshire, NG9 6DZ.

Once you have arrived on-site, please wait in your car, call our staff on 0115 7845942 to let them know you have arrived, and we will bring the order to your car. We will place the order by the side of your vehicle. Once our member has staff has left, you can pick up your order to place it in your vehicle.

If you order online and wish to collect, please call us and let us know when you wish to collect, along with your 'SR' order number. Please then follow our guidance above to proceed with your collection. Our staff will be protected and there is no need for you to enter our premises.

We would like to thank you for your patience and understanding at this time.