Frequently Asked Questions

If you are unable to find an answer to your question please contact the relevant department using our online Contact Form. A member from our Online Team will contact you within 24-hours.

Customer Service

  • We'd like to visit your store, what's the address?

    Homestead Caravans & Outdoor Leisure
    Thorpe Road
    CO16 9JN

    Visit our 'Contact' page for store location and driving directions

  • What are your store opening times?

    Our opening times are:
    Mon - Sat: 9am - 5.30pm
    Sun: 10am - 4pm (4.30pm in Summer)
    Bank Holidays: 9am - 4.30pm

  • Can I collect my order?

    Yes, although our website doesn't currently offer a 'Collect in-store' service.

    If you would like to collect products from our Accessory Store, we strongly recommend you call: 01255-830-229 to confirm availability and to reserve stock.

  • Can I pre-pay for goods over the phone and collect in-store?

    No, it is not possible for you to make a telephone or website pre-payment for purchases and collect those purchases in-store, at a later time. However, we are very happy for you to reserve purchases, to be paid and collected in-store at a later time.

    See 'Can I collect my order?' above or details

  • Where can I find official Company information?

    Homestead Caravans & Outdoor Leisure is a trading name of Homestead Caravan Centre Limited

    Name & Registered Office:

    Homestead Caravan Centre Limited
    3 North Hill
    CO1 1DZ

    Company No.: 01868019
    VAT No.: GB418 3088 52

  • My question isn't listed here - how do I contact you?

    Please refer to our 'Contact' page for detailed information. Using our Contact form it is possible to direct your enquiry to the relevant department.

    Click here to visit our Contact page.

Placing an Order

  • How may I purchase goods from you?
    1. Visit our showground in person, under normal circumstances all products available on our website are kept in stock.
    2. Buy online using our eCommerce services - click here to browse our online store.
    3. By telephone, calling 01255-830-229 7-days a week!
  • Can I make changes to my order?

    Should you wish to make changes to your order please contact us urgently by telephone on 01255-830-229, as all orders received before 2.30pm during weekdays (excluding Bank Holidays) are processed and dispatched the same day. Orders placed during the weekend or Bank Holidays will be processed the next working day.

  • Can I exchange an order?

    We can arrange to exchange an item or items for you, provided the goods to be exchange are in new and unused condition and still have the original packaging and we are advised within 14 calander days of receipt of goods.

    Please read our 'Returns Policy' before returning goods.

Prices & Payment

  • Are your Internet prices cheaper than your store prices?

    No, generally speaking they are identical. However, from time-to-time we do run mutually exclusive, in-store and online special offers and sale promotions.

  • Can I pay by cheque?

    We no longer accept payments by cheque.

  • Which debit & credit cards do you accept?

    We accept Visa, MasterCard, Maestro and Electron. We do not accept American Express.

  • I live outside the UK - how do I pay for my goods?

    Unfortunately we are unable to accept payment cards that are registered to an address in the Channel Islands, Isle of Man or outside the UK. This is because UK card payment service providers, such as Sagepay are unable to use AVS or Address Verification System to, verify that the card being used to pay for goods is registered to the billing address provided.

    Our checkout however, will permit payment using Paypal where the billing address is outside the UK and it is also possible to pay for goods using direct bank transfer.

  • I live in the Channel Islands - do I have to pay VAT?

    No, if you live in the Channel Islands your invoice will be zero-rated and no UK VAT will be applied. To qualify, goods must be delivered directly to the Channel Islands by our company.

    For more information visit the website.

  • I live in the Republic of Ireland - do I have to pay VAT?

    If you are the holder of a valid Irish VAT number, your invoice will be zero-rated and no UK VAT will be applied. In order to qualify, goods must be delivered directly to the Republic of Ireland and you must provide a valid Irish VAT number when placing your order.

    If you do not have an Irish VAT number, goods are subject to UK VAT at nominal rates. If you are registered for VAT in the UK but are having goods shipped to the Republic of Ireland, no excemption exists and UK VAT will be added to your purchase.

    For more information visit the website.


  • How long does it take to deliver goods?

    Orders placed before 2.30pm during weekdays (excluding Bank Holidays) are processed and dispatched the very same day. Orders placed during the weekend will be processed the next working day.

    How long it takes to deliver a parcel really depends upon the method of payment and the delivery destination. However, we can confirm that goods shipped to mainland UK are delivered using a Next Day (working day) delivery service provided by UK Mail. Deliveries to Northern Ireland, Republic of Ireland, Isle of Man, Channel Islands, Scottish Islands and Scottish Highlands, Isle of Wight and the Scilly Isles may take 1-3 days. 

    For full delivery information and International deliveries, we recommend you refer to the information provided on our 'Ordering & Delivery' page.

  • What areas can you deliver to?

    We deliver to the following areas:

    England, Scotland & Wales, Scottish Highlands, Scottish Islands, Northern Ireland, Channel Islands, Isle of Man, Isle of Wight and Scilly Isles.

    International: Currently just the Republic of Ireland. However, we will be expanding our International delivery services in the near future.

  • Who will delivery my goods?

    UK Mail have one of the fastest and most reliable road-based networks in Europe and is our preferred carrier of choice. UK provide a reliable, efficent and polite service to our customers, and their SMS text delivery notification service provides, a one hour delivery window in advance, so you don't have to wait in all day for your goods.

    We will be adding further services including Royal Mail in the near future.

  • Can I track my order?

    Registered account holders can login to their Account to track the status of their order. Once goods have been despatched and are in the hands of the courier, it is not possible to track an order using this service.

    To track a parcel once it has left our premises please visit:

  • Does DPD offer online order tracking?

    You can track your parcel using DPD's (I am expecting a parcel) tracking service. Simply visit the UK Mail website (link below) and submit your parcel 'Reference Number' and delivery 'Postcode'.

    UK Mail Online Parcel Tracking

    Please click the following link to read UK Mail Parcel Services FAQ's:

    Frequently Asked Questions - UK Mail Parcel Sevices

  • Do I have to be home to receive my order?

    Yes, a signature is required to prove that you have received your order. Goods may be delivered to a neighbours address but you will need to advise us urgently, if your order has already been despatched.

  • Do I have to check my order before signing for it?

    Ideally yes. However, we realise that this is not always feasible and that drivers are sometimes not able to wait for you to do so.

  • What if items are damaged or missing on delivery?

    In the event of damage or missing items please contact our office immediately on: 01255-830-229. If it is more convenient, you may contact us by email at:

Returns & Refunds

  • I'd like to return an item - what do I do?

    If you would like to return goods, you must initially contact us in writing to explain your reasons for doing so.

    Any goods to be returned must be accompanied with a 'Return Merchandise Authorisation' reference or RMA, which will be issued by us and sent to you by email. We ask that you do not send goods back before you have contacted us in writing, if you do so, it could make identification of your goods difficult and cause unnecessary delays.

    We strongly advise you read our Returns Policy for guidance, before contacting us in writing.

  • How long can I keep my order before returning it to you?

    If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the Goods have been delivered to you.

    There are exceptions and you will be liable for the cost of returning items so, we strongly advise you read our Returns Policy, 'Your right to cancel' before contacting our office.

  • How to return a faulty awning / tent?

    In the first instance you should contact us in writing, either by letter, email at: or via our 'Contact us online' form.

    As with all goods to be returned, they must be accompanied by a 'Return Merchandise Authorisation' reference or RMA, which will be issued by us and sent to you by email. We recommend you read our 'Returns Policy' before returning goods back to us to avoid delays.

    It's really important that tents and awnings are returned to our company in a hygienic, clean and dry condition or we may be unable to process your claim.

    Please note wear and tear, storm damage or broken poles are not covered under the manufacturers warranty.

  • How do I receive my refund?

    Once we have received a returned item/s, they are usually processed for a refund within 2-5-days. Returns are not processed during weekends or bank holidays. Depending upon the circumstance you can expect a refund to take between 2-14 calendar days and in any event no later than 30 calendar days.

    Refunds are nearly always credited against the payment card used to carry out the original transaction.

Customer Accounts

  • What are the benefits of registering for an Account?

    The benefits of registering for an account with our website are as follows:

    • Faster Checkout process, as there is no need to enter contact and address details every time a purchase is made from our website
    • Account holders are able to track the staus of an order via their account
    • View past and present order history
    • Benefit from exclusive account holder only, special offers and promotions (requires newsletter subscription)

    We do not store payment card details on our website.

  • What if I forget my account password?

    If you forget your account password please do not worry, as resetting it is certainly straight forward.

    1. Visit the main account web page by clicking here;
    2. Click the 'Forgotten password' link below the 'Password' field;
    3. Enter your email address;
    4. A new password will be emailed to the email address registered under your account;
    5. Click the link in the email to change your password. If you do not attempt to change your password in 24 hours no changes will have been made.
  • My new password is not working, what should I do?

    Send an email to to explain the issue you are experiencing and our technical department will deal with the issue as a matter of urgency.