A great range of from Peters Spares Model Railways

Coronavirus Announcement: 7/7/20
After taking the difficult decision early on to put the shutter of the shop down I have been working on changing our staff working practices as per government guidelines.
CLICK & COLLECT NOW AVAILABLE
We are starting to offer click and collect again from 10am Thursday 9h July.
This will operate weekly on Wednesday - Friday 10am - 12am and 2pm - 4.30pm.
We will send a time and date slot of 15 minutes for your collection to take place so please be punctual. This is to aid social distancing without having to manage queues.
If this time and date is not going to work for you then please email us back for other time slots. To customercare@petersspares.co.uk
We are not able to offer our usual help and advise during click and collect.
(Our phone lines are still off due to low staffing levels).
Please only enter the store if the collection area is empty. One person at a time unless you need assistance or have children with you.
We have a screen and collection counter with a slot. Please show the staff member your collection reference and name then they we will get your items for you.
We are unable to allow customers into the rest of the retail store and are not able to sell items at the collection area. You must have pre purchased online and been informed that your collection is ready. Please don’t just turn up as you may be turned away.
We are not taking repairs or DCC fitting in as we have plenty here to complete from before lockdown.
(Unless DCC fitting is ordered online but we will need extra time to complete this.)
If we see constant social distancing issues or a misuse of the click and collect service we reserve the right to pull this service and go back to being closed.
These measures are for all our safety.
RETAIL STORE
The retail store and phone lines are CLOSED as we don't have enough staff to open them at this time. It is also in order to protect us all and to enable the business to stay running. We are not taking in new repairs or DCC fitting but will be as and when we can get the current ones already in store finished and out to customers.
MAIL ORDERS
We are processing all the mail orders as fast as we can with half the staff we normally have and there are three times the number of orders coming in for us to ship. Please expect a delay of 1-2 days at this time for shipping orders.
EMAILS
As my in store role has changed to now include processing all the mail orders coming into store (300+ per day) and continuing to reply to all emails (200+ per day), I have decided to cut down the email workload as follows:
Stock Enquiries: They will no longer be replied to and will be deleted as at this time as we have supplier issues I just don't have the answers for you anyway, so please don't send them in as you won't get a reply. Please view the website from time to time to see if the stock level has changed.
PARCEL ENQUIRIES
Please DO NOT email us to tell us your parcel hasn't arrived as I'm getting told this about 40 times per day (unless it was sent by courier) as Royal Mail are stating 10-14 working days / 3 weeks for 1st class post to arrive. These emails will not be replied to until three weeks have passed.
This will save me about one to two hours per day to enable me to process more mail orders faster and get the wait time down.
Al other emails will be replied to as soon as I can within a week unless urgent and then I will do these as fast as possible.
GOODS SALES RESTRICTIONS
As we sell flammable items when you buy them we have to send them by courier. This extra process on some small items is becoming a huge task so small items like Enamel paints / thinners and some glues will be removed from sale to free up this processing time. We are now starting to re populate the website with these items.
REPAIRS & DCC FITTING
For the time being we don't have enough staff to carry out new repairs or DCC Fitting however if an item is purchased online with a fitting service we will get these done but expect a 2 week turnaround as I will have to fit them into my working day. We are also trying to complete the ones already in store.
STOCK SHORTAGES
If for any reason we find we can't supply an item to you, we will refund your order in full or if it's one item out of an order we will send a gift voucher with the parcel. We don't have the staff at this time to contact customers to choose other items in that items place. This will aid shipping items out faster and avoid more delays.
While the shutters are down we are busy processing mail orders and phone orders only. Please stay in touch online or by email, we are here to help.
STOCK SUPPLY
Getting hold of stock is still an issue as our suppliers could be closed (Like Metcalfe) or are working like us with reduced staff. Items we order can therefore take about 2 weeks to arrive and may not arrive at all if they have no stock.
RETURNS
Returns will be slower than normal as were are implementing a none handling goods procedure after they are delivered for four days.
Thank you for your custom, we aim to process all orders as fast as we can.
Thanks Peter Corbitt
www.petersspares.com