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.
Interest Free Credit
For those moments when you simply must have that treasured item you have just discovered, take advantage of our Interest Free Credit offer.
Available on all single purchases over £500, a 10 month revolving option is offered, allowing you to spread out your payments with no interest to pay. Once your account has been opened, you will be able to make further purchases taking advantage of the interest free credit facility at The Packhouse.
To apply for interest free credit you will need to actually come and see us at The Packhouse as we will need to see your ID in person. If you have seen something on our website that you would like to purchase using interest free credit then please email us and we can put the item on reserve for you for up to 48 hours.
To apply you must be over 18 years age; be a UK resident (non student); have a permanent UK address; have at least a two year address history; have at least one fixed telephone contact; and have been in employment for at least three months. You will need to bring with you photographic proof of ID e.g. a passport or driving licence. Plus we will need to see a recent utility bill or payslip showing your address details (no more than three months old).
*Terms and conditions apply, subject to status. No deposit necessary.
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.
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 are complete in their original packaging.
Items excluded from this policy include all antique items, architectural salvage, reproduction furniture, outdoor furniture, custom-made special orders, cut lengths of fabric, bags, gift vouchers and sale items. 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 the items 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.
We recommend that you return items via registered mail. Please ensure you have sufficient insurance cover especially when returning valuable products. We cannot accept liability for goods lost or damaged in transport. Please note that return postage will not be refunded. 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.
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. Should your ordered furniture not fit through your access or in the location you intended, we will not be able to refund you.