Latest Service Update
- Contacting us by telephone: during our busiest periods, we operate a phone queuing system, but if you are unable to wait please email us at info@primaleisure.com
- Contacting us by email: we are responding to email enquiries within two 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.
- Opening times are for phone lines only.
Supply Chain Delays
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 that we are in constant contact with our suppliers to lessen the impact of this on our customers, and we are dedicated to managing outstanding orders as effectively as possible.
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”. 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 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.
- Information as to a part’s availability can also be found under the Specification tab on each product page and is visible throughout the ordering process.
Direct Ship Items
With over 25,000 motorhome and caravan accessories and parts 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 some suppliers to deliver directly to you.
PRIMA Shop in Bristol
Our Bristol Shop is now permanently closed and we can no longer offer a ‘Click and Collect’ service. All orders must be placed online at primaleisure.com or through your local Bailey Retailer.
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.