Service Update

Latest Service Update

  • Contacting us by phone: during our busiest periods, we operate a phone queuing system, but if you are unable to wait, please email us at camc@primaleisure.com.
  • Contacting us by email: we are responding to email enquiries within 2 working days. You should receive an automated response in the first instance – if you do not receive this please check the email you have used and resend.

Supply Chain Delays

As COVID continues to impact the global supply chain, many of our suppliers are facing severe challenges with the supply of raw materials and essential components. Regrettably, some delays continue to be unavoidable. Rest assured, we are in constant contact with our suppliers to lessen the impact of this on our customers and are dedicated to managing outstanding orders as effectively as possible.

Product Availability and Despatch Dates

We advise an estimated despatch date on the product page, basket, and checkout page to give you an indication of when we expect the product to be ready to leave our warehouse.

  • In Stock item ­Green lorry icon. Estimated despatch by tomorrow over 6,000 of our most popular items are stocked in our warehouse at any one time, ready to be despatched the next day.
  • Out of Stock or Direct Ship item – Orange lorry icon. Estimated despatch by [date] is based on suppliers’ lead times of when items are due to arrive in our warehouse. As such, the estimated dispatch date is not guaranteed. Please note that when you place your order with us for products that we do not hold in stock, we take payment upfront to secure your products with our suppliers.

Direct Ship Items

With over 25,000 motorhome and caravan accessory and part product lines available on our website, it is not logistically possible for us to hold stock of each product in our warehouse.

We, therefore, have Direct Ship arrangements with suppliers to deliver directly to you. We work with these suppliers to agreed lead times to provide estimated dispatch times to you. 


Frequently Asked Questions

Q: Can I place an order via the telephone?

A: Unfortunately, not, as we have no facility to accept payment over the phone.

Q: Can I amend or add to my online order after I've placed it?

A: Once an order is received, it is sent directly to our warehouse for processing. As a result, we are unable to make any amendments to an order. This includes the delivery method, delivery address or payment method. You are of course welcome to cancel an order if there is an error.

Q: My order hasn't arrived, what should I do?

A: Your confirmation email will contain an estimated delivery date. If this date has elapsed, this may be due to supply chain issues. Please contact our team via the phone line or email address. If you cannot get through immediately, we will be in touch as soon as we can.

Q: I've forgotten my password, what should I do?

A: When logging in, there will be a 'forgotten your password' link. Please click this and follow the instructions to reset your password.

 

Customer service is extremely important to us, and we thank you for your understanding and support as we work hard to fulfil your order as quickly as we can.