How to shop

 

Shopping on www.packhouse.com is safe and easy.

Find the Product

Simply browse through the product categories on the left hand navigation. Each category will show you a selection of products that we offer relevant to this section. When you see something of interest, click the image to view it in more detail and to access information on price, variations in colour, size and delivery time scales.

Purchase the Product

If you would like to purchase a product, click 'Add to basket'. Confirm the quantity of your order when prompted and then continue shopping.

If the item is not in stock, then it will be on order. Your payment will be taken straight away to secure your order once new stock arrives. Your total of items and total value is displayed while you shop, at the top of the page. When you're ready to purchase your products, click ‘My basket’ at the top of the page to proceed with your transaction. Please check the items in your basket and amend if necessary.

If you wish to change the order quantity to a higher value, amend the number and click on 'update.' The basket will automatically update. To delete an item simply click 'remove.' If you have a promotional code, you may enter this during the checkout process. Click ‘checkout’ to continue.

Before you can complete the checkout stage, you will be required to register your details.

You will be asked to confirm your order details and provide your delivery/billing address in the form. Click 'continue' and choose your delivery options.

Check your invoice and delivery details and confirm that you have read and agree to our Terms and Conditions. By continuing to checkout you agree to be bound to the terms and conditons outlined on the checkout page.

You will then be transferred to our specialist credit card processor to enter your card details. This valuable information is protected by secure 128-bit encryption.

Once your order has been confirmed you will receive a Checkout Complete message.

Payment options

We accept the following debit and credit cards at The Packhouse:

Switch, Solo, Maestro, Delta, Visa, Mastercard.

Gift vouchers

The Packhouse gift vouchers are the ideal gift for any occasion. Available in denominations of £25 and £50, they can be used at face value, in exchange for products and services purchased instore from The Packhouse store.

Gift vouchers can only be purchased instore. Gift vouchers can be sent to the gift recipient (delivery cost £4.95) but a signature will be required on receipt. All invoices will be posted separately to the address of the purchaser.

There is no expiry date on gift vouchers. Please note goods purchased must exceed or match the value of the item/items purchased as no change or credit can be given.

Customer Orders

If we order items on your behalf we will take full payment in advance, to avoid being left with unwanted stock. If you subsequently cancel the order then we are not entitled to refund your payment.

VAT Information

Where applicable, prices referred to on our website are shown in pounds sterling and are inclusive of VAT at the prevailing rate.

All second-hand and antique items are VAT exempt.

Delivery and Returns

Standard delivery for small mail order items:

UK orders are normally dispatched within 48 hours of receiving the order, subject to goods being in stock. In the event of a significant delay we will notify you of the timescale.

The following delivery options are available to select:

Mainland UK:

2-3 days, normally two working days following despatch: £4.95

1-2 days, normally the working day following despatch: £8.95

Next day before 1000H (except remote areas and weekends): £19.95

Saturday before 1200H (must be booked by Thursday 1300H): £19.95

Northern Ireland, Highlands (north of Aberdeen), Offshore islands:

Northern Ireland by Air: £19.95 (1-2 day service, pre 10AM)

Northern Ireland by Surface: £11.95 (2-3 day service)

Highlands (north of Aberdeen) & Offshore islands: £11.95 (2-3 day service)

Please note:

For delivery outside of these areas please email mailorder@packhouse.com

For the Mainland UK 2-3 day and 1-2 day service we will attempt delivery on two occasions, after which a calling card will be left and you will need to call the number shown on the card to arrange a time for the third and final delivery. If the third delivery attempt fails again the parcel will be held at the local depot for 7 days for you to collect; after which time it will be returned to The Packhouse and a charge of £10 will be made to the customer for any further re-delivery.

For next day, Saturday AM, Northern Ireland, Highlands and Offshore Islands, redelivery will be charged to the customer at a cost of £10.00.

Delivery of Antique, Furniture, Fragile, Heavy & Oversized Items:

We try as much as possible to send items within our standard delivery charges. However, some products such as antique, fragile, heavy or oversized items will require specialist carriers. For items of this nature our specialist carrier will deliver most things to most places within 21 days. Only one person will be in the van for the delivery so customers may need to assist when the item/items arrive. An extra charge will need to be made if the item needs to be taken upstairs to allow for the extra time and care this requires. However, there will need to be an able bodied person in the household to help the driver.

For local deliveries The Packhouse team will deliver to customer homes either the same or following week. Payment for items of furniture will not be taken online. Once your furniture order has been placed we will call you to arrange delivery and will take payment for this over the phone.

If using our specialist furniture haulier you will be asked to read their Terms & Conditions and confirm that you have understood them. Please click here to download a PDF of our Specialist haulier Terms & Conditions.

All items for sale on our website can be collected from The Packhouse direct. The Packhouse staff will not accept responsibility for damages that occur to any items during packing or loading. The staff will assist where possible, however, it is advisable to bring another person to help carry any larger items as staff and are quite often very busy serving clients. If you wish to collect goods then we need to know when are intending to arrive so that we can make this as quick as possible for all concerned, it is best to avoid afternoons during weekends.

Cancellation Rights

Where you have purchased the goods or services as a consumer (i.e. for private use as opposed to business use), please note that you are entitled to cancel any contract completed with us within 7 days from the day after receipt of the goods.

If you do decide to cancel a contract under the Consumer Protection (Distance Selling) Regulations 2000, then:

- you must notify us by contacting us by telephone on 01252 781010 or writing to The Packhouse Limited, Hewett's Kilns, Tongham Road, Runfold, Farnham, Surrey GU10 1PJ;

- you must retain possession of the goods and ensure that the goods are kept in the same condition as they were when they were delivered until such time as the goods are delivered back to us by you;
 
- We will refund any monies you have paid to us within 30 days of receipt of your cancellation notice.

- Custom-made special orders and cut lengths of fabric are exempt from the right to cancel under the Consumer Protection (Distance Selling) Regulations 2000 so therefore cannot be returned for refund.

                  PLEASE NOTE THAT UNLESS GOODS ARE FAULTY OR MISDESCRIBED, RETURN POSTAGE WILL NOT BE REFUNDED

Satisfaction guarantee

We hope that you are completely delighted with your order. If you are not totally satisfied with the goods for any reason, return them within 14 days of their dispatch and we will exchange them or refund your money. We can only accept items that have not been worn, used or altered and if possible,  in their original packaging.

This does not affect your right to cancel a contract and return the goods for a refund under the Consumer Protection (Distance Selling) Regulations 2000, pleaes see section Cancellation Rights

Items excluded from this policy include custom-made special orders, cut lengths of fabric, and gift vouchers. These are not refundable and cannot be exchanged. This does not affect your statutory rights.

Every care has been taken to ensure that the descriptions and specifications are correct at the time of going to press. However, while the colour reproduction is a close representation, a very slight variation in the actual goods may occur.

Returning the goods

Please fill in the returns form that is sent with your order and post/courier the item(s) back to: The Packhouse, Returns Department, Hewett's Kilns, Tongham Road, Runfold, Farnham, Surrey GU10 1PJ. Please reconfirm the delivery address for return/exchange items.

PLEASE NOTE THAT UNLESS GOODS ARE FAULTY OR MISDESCRIBED, RETURN POSTAGE WILL NOT BE REFUNDED

We recommend that you return items via registered mail or courier (whichever is applicable). Please ensure you have sufficient insurance cover especially when returning valuable products. We cannot accept liability for goods lost or damaged in transport.  Faulty, broken or damaged items will be replaced free of charge but must first be returned to The Packhouse, with a receipt showing proof of return payment. We will reimburse return postage costs when we resupply faulty, broken or damaged goods. Should you be sent a faulty item, we will of course reimburse you fully.Where you are contracting as a consumer, you may cancel the Contract at any time within seven working days, beginning on the day after you received the Products. In this case, you will receive a full refund of the price you paid for the Products in accordance with our refunds policy.

When you return a Product to us because you have cancelled the Contract within the statutory seven-day cooling-off period once the Product is back with us and has been checked, we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you gave us notice of your cancellation. In such a case, we will refund the price of the Product in full. However, you will be responsible for the cost of returning the Product to us.
 
Products cannot be returned to us because they are unsuitable after the seven-day cooling off period referred to above unless we agree. If we agree that a Product may be returned, it should be returned in perfect condition and where possible, in the original packaging.  Where a collection is agreed from our Store in Runfold, Farnham, Surrey, we reserve the right to charge you any costs we incur in relation to storing your good(s) - A four week period is deemed acceptable. This also applies to cancelled orders. Such costs shall not exceed 20% of the value of the Products plus any delivery and return costs.

If you believe that any of our Products are of an unsatisfactory quality, please immediately contact Customer Services on 01252 781010. Please also send us photographs of any alleged defects so that we may assess the situation

Furniture Delivery Disclaimer

As standard our couriers will deliver the item to the inside entrance of your home. For an additional charge they will deliver to the exact position within your home. Please call for specific costs.

Measurements

It is the responsibility of the customer to ensure that furniture purchased will pass through access routes with ease. Please make sure that you have taken into account any awkward turns, and restricted hallways or stairs. Product measurements are clearly displayed on the website.