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.

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 and forthcoming orders. Whilst we are doing everything possible to ensure that estimated delivery timescales are robust, we are experiencing some minor delays 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 some operational limitations, including full lockdown closures. While most have now re-opened, it is taking time for them to fulfil all outstanding orders and get back to normal. 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

Unfortunately, our Customer Service Team has been severely disrupted by the Coronavirus. To protect our workforce, the Customer Service Team have been working remotely and we have been unable to offer phone support during this time. Whilst we have started to bring staff back into our office, available resource is still limited. We are looking to re-open the phone lines soon and we will always advise on the Contact Us page of our website which communication channels are open.

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 additional 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,
Not currently unavailable but we are hoping to offer a limited phone service very soon. Please go to the Contact Us Page on our website for details of when the phones will be open

Live Chat,
Due to the increased volume of customers trying to contact us via Live Chat, we have experienced operational issues and some customers have reported problems when queuing to talk to us. This has been investigated by the system provider and it is due to the volume of people trying to Chat with us at the same time so we apologise if this has affected you. The days we are able to offer Live Chat is currently limited and will keep the website updated to let you know when this channel is available.

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 to you 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 whether the manufacturer is able to accept these at the current time and, in some instances, we may have to ask you to wait until the lockdown restrictions have been lifted to be able to progress this for you.

Leisure Outlet Safe Collection Service

If you wish to collect your order from us, then please read below.

To place an order for collection you will need to email or live chat us to place your order.
Simply let us know when you wish to collect your order.

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

Once you have arrived on-site, please wait in your car, call our staff to let them know you have arrived, and our staff 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 our staff and let them 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 you patience and understanding at this time.