Latest Service Update
08/10/2024 - IT OUTAGE
We are currently experiencing IT outages at PRIMA Leisure and Club Shop. This is affecting both our Warehouse Team and Customer Service. We are working to resolve this as quickly as possible and ask for your patience during this time. Please note that the PRIMA and Customer Services teams are working with a reduced IT connection and will at times have no access to emails or phones. We are continuing to dispatch orders but there may be some delays in processing.
Contacting us by phone: 0117 457 6028 - during our busiest periods, we operate a phone queuing system.
Contacting us by email: camc@primaleisure.com - 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.
Product Availability and Despatch Dates
We advise an estimated despatch date on the product, basket, and checkout pages to indicate when we expect the product to be ready to leave our warehouse.
In-Stock items will display a green lorry icon and will state “Estimated despatch by tomorrow”. We hold our most popular items in our warehouse, ready to be despatched the next day.
Out of Stock or Direct Ship items will display an orange lorry icon and will state “Estimated despatch by [date]”. The date quoted is based on suppliers’ lead times of when we expect items 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.
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 telephone 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.