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Contact Us

We know you are keen to contact us and we love to hear from you but you might want to try our extensive FAQs first.  This will save you time and most questions are answered there.

 

Do you deliver worldwide?

We ship to most countries, add your item(s) to your basket and use the Shipping Estimator, on the "My Shopping Basket" page to see the list of countries. If your country is not here then please contact us to have it added.

 

How much is shipping?

To calculate the shipping cost please add the items you wish to purchase to your basket. When you view your basket the Shipping Estimator at the bottom of the page will show you the shipping options and costs available to your country. There is no need to log in or contact us for a quote unless you feel there is a problem with the quote.

 

How long does delivery take?

To see the various shipping options times and costs for your basket, just add the items you need to your basket. Click through to the basket page where there is a shipping estimator which will tell you all the shipping times for various services available on your order.

Please note that all orders are subject to a "Despatch Time". To estimate an arrival date just add "Despatch Time" to "Delivery Time".

Bare in mind that times are estimates based on average or slowest scenarios and actual times may be faster. Top Tip: Order before 11am to shorten your "Despatch Time" by one day.

 

Is the item I want in stock / available?

Please check the item's stock status message in red before contacting us with a stock question:

In Stock
Despatches same day before 4pm if 1st Class selected.

Available
Stock comes from a Supplier and despatched within the stated "Despatch Time".

Usually Available
Stock comes from a Supplier but availability has to be manually checked.  We will notify you if there is a delay, otherwise despatch as normal.

Backorder
Will ship when item becomes available.

Special Order
Rare items which need to be ordered on demand and can take some up to 14 days to arrive with us.

Out of Stock
Available for backorder, if you order we will do our best to let you know the expected date.

 

Why do you have "Despatch Times"?

We are a small high street shop in Oxted, but sell 1000's of uncommon products sold on a "Just In Time" basis.

"Despatch Times" are in place so you know what to expect from us and how long it takes for your order to be processed through our supply networks into the shop, packed and despatched by us.

 

Why has my order not been despatched yet?

First of all please check your account page to see the progress of your order and any comments made by us.

If you order has not been despatched yet, before you get in touch, please check the despatch times of your item(s) on the product pages as some items take a while to despatch.

We do send out e-mails on despatch. If there is a problem we will contact you, but sometimes e-mails do not get through so best check your account page for comments.

 

Where is my order?

Most UK orders will arrive within 1-3 working days from the date your order has been despatched.

Worldwide orders will arrive within 1-10 day depending on the mail service selected.

If you order has not arrived within 14 days and we have not been in contact to let you know of a delay, please do get in touch.

 

My order has not arrived yet where is it?

Firstly we are sorry for the delay to your order, if your order has been despatched already please read below:

Standard UK Royal Mail Services
If you selected this option there is no way of tracking your order, it is most likely delayed with Royal Mail.  Their policy is to wait 14 days from despatch.  If it does not arrive in this time please let us know and we will resolve the issue for you. Please note, we can only despatch new goods once the order is classified as lost.  if you wish us to despatch a new order before the 14 days is up, we would kindly ask for a deposit on the new order. In our experience the moment you ask us for a new order is the moment the old one arrives!

UK Courier Service / Special Delivery
Please use the tracking number and courier wesbite for the latest information. If there is an issue you can contact the courier directly. If you need further help please get in touch.

International Services
If you have chosen a standard international service at checkout, we cannot track your order or speed it up. Your order will be handled by UK Royal Mail and your national Mail Service. We are only allowed to make a claim after 14 days in Europe and 30 days worldwide. As delays can occur, we kindly ask customers to wait at least 10 days before contacting us. If an item is lost we will resolve this with you.  If an item is delayed and you want us to re-send the order before it can be classified as lost, we will open a new transaction and then close it on return of the the duplicate order.

International Courier Order
These orders have a time guarantee, if the courier has not delivered within that time please contact them first, if you have a problem please contact us.

 

Can you give me a quote?

To see how much an item costs in total, add the item to your basket then click on the "Basket" link under "My Shopping Basket" to get an instant shipping quote. Please only contact us when buying in bulk or you feel that the shipping price we are offering is wrong. For distance, a light weight item under 200grams is costing £30 to ship. This happens when an item is in the wrong category on our site and we need to fix it!

 

Do you have an image for this product?

We do not have images of all the small parts and spares we sell. Where photographs have not been provided, regrettably we are unable to source them. Please note that many items are shown in a technical document. Please see the Technical Help page for more information.

 

Can I order by phone?

We are unable to accept orders by phone. If you have an unusual order or a problem ordering, please contact us.

 

Opening hours / website support

Monday       9:00am - 5:30pm

Tuesday       9:00am - 5:30pm

Wednesday   CLOSED

Thursday      9:00am - 5:30pm

Friday         9:00am - 5:30pm

Saturday      9am - 5pm

Sunday        CLOSED

 

Contact details

Petra Cycles
90 Station Road East
Oxted
Surrey
RH8 0QA
United Kingdom

Tel: 01883 715 114

email: sales@petracycles.co.uk

 



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