Help Centre

One space for everything you may need when visiting The Packhouse

 

FAQ's

Event Spaces

What event spaces do you offer?


We have three fantastic spaces available to hire at The Packhouse: The Hive, The Summerhouse, and The Shepherd's Hut. You can read more details about each space on the Space for Hire page.




How do I hire a space?


To book a session in any of our event spaces, you need to use our online Events Portal. Simply sign up as a site member using the 'Log In' button in the top right hand corner of the website. Once signed up, you can navigate to the Events Portal via the Space for Hire page.




Is there a rental contract?


Yes, whenever you make a booking through our online system, you must agree to the terms and condition of the Rental Contract.




Do I need any insurance?


If you are planning on running events for the public, such as workshops, pop-up shops, or classes, you must have Public Liability Insurance. Before you book, you need to upload a PDF/scan of this insurance via your Dashboard. If you are holding a private event, such as a baby shower or dinner, then you do not need insurance.





Returns & Refunds

What is your refund policy?


For items bought in-store: If for any reason you are not completely satisfied with your purchase and wish to return it for a full refund, please ensure that the goods are returned within 7 days in perfect saleable condition along with your receipt as proof of purchase. Please note, the following items are non-returnable (unless faulty):

  • Clothes
  • Upholstered items
  • Jewellery
  • Large furniture or items requiring a two man lift
  • Old clocks
  • Reduced or sale items
If you paid by card, please ensure you bring the same card with you, otherwise we will not be able to process your return. For items bought online: Please contact us on 01252 781010 to discuss your return.





Accessibility

Can you carry items to my car after I have bought them?


Yes, for large items we will happily carry them into your car. Simply ask a member of the customer service team for assistance and we will be happy to help you. Please note: We cannot take responisbility for any damage to you car, or your item(s) once it has left the building.




Is there parking available?


Yes, we have a large car park just outside. Parking is free for all customers of both The Packhouse and Bears Restaurant. There are a couple of disabled spaces too, directly next to the pathway leading to bears. We also have an overflow carpark, which is locked at 17:30 Monday-Saturday and 16:30 on Sundays and Bank Holidays. During winter months, the soft ground in the overflow carpark can become unsutiable for small vehicles, so please only park there if you own a large or 4x4 vehicle.




Are you wheelchair/buggy accessible?


Unfortunately the upper levels of our 400 year old Grade II listed building are not accessible for wheelchairs or buggies. Buggies can be left by the front desk. If you are visiting Bears Restaurant, there is an accesible pathway and ramp for access into the building.




May I bring my dog with me into the shop?


No. We unfortunately do not accept dogs in The Packhouse. Guide dogs are more than welcome.





Shopping

How do I shop at The Packhouse?


You may not know that The Packhouse is home to over 70 different Traders as well as our own Packhouse products. This allows us to offer a real eclectic mix of homewares, antiques, vintage and fashion. When you arrive in store, pick up one of our handy maps from the front desk. Whilst exploring, use the map to make a note of the ‘Zone’ where you spotted your favourite items. If you need help with an item, please take the ticket to the front desk, where a team member will assist you.




Do you offer a delivery service?


Yes, we do offer a delivery service for any quantity of items you have purchased, big or small. There is a delivery charge, which is calculated based on your postcode. Delivery time is usually around 7-10 working days. If you would like to organise a delivery, either phone us on 01252 781010 or visit us in-store and speak to a member of the customer service team. For online orders, most items are available to purchase with delivery, but some large or fragile items may require collection. Please note: if you are buying a large item, it will not be returnable as in accordance with our returns policy. We therefore strongly recommend you visit us in-store to ensure you are happy with the item before you purchase it.




Do you offer a valuation service?


No. We do not offer a valuation service at The Packhouse.





Customer Services

Do you buy antiques or furniture?


No. Unfortunately we cannot purchase any items from the public. If you are interested in becoming a trader at The Packhouse, please contact lynn@packhouse.com with your details, business proposal and relevant photos of your stock.




How do I sign up to the newsletter?


You can sign up by clicking here. Once you have subscribed, you will receive exciting news about events here at The Packhouse before anyone else. You will also get exclusive offers and discounts as a subscriber.




Do you have a loyalty scheme?


No. At present, we do not have a formal loyalty scheme at The Packhouse. We are hoping to introduce one by the end of 2019, and we will notify our newsletter subscribers first for exclusive access before anyone else.




Can I buy a gift voucher?


Gift vouchers are available to purchase in store for any amount you wish! Just ask a member of our customer service team. E-Vouchers are also available to be purchased over the phone.





Trading at The Packhouse

How do I become a trader?


If you are interested in trading within The Packhouse, please email tradewithus@packhouse.com along with a bit of information about yourself and what you sell. We will come back to you and let you know if we have any space available.




How do I book a table at Bears Restaurant?


If you would like to book a table at Bears Restaurant, please call them on 01252 884089 or visit their website www.bearsrestaurant.com.





Our ever-changing interior and lifestyle store set in a 400-year-old ex-Hop Kiln is full of handpicked items to give your space some soul. Located within the Surrey Hills between Guildford and Farnham, we sell a huge variety of vintage, antique and one-off buys from furniture and interior finishing touches to gifts and fashion accessories. You won’t find a more exciting and diverse mix anywhere else. We’re home to over 70 independent traders who sell unique items sourced from around the world.

© 2020 The Packhouse Ltd  

Registered in England & Wales 4677781

Opening Hours

Mon to Sat 09:30 - 17:30

Thursdays 09:30 - 21:00

Sun (& Bank Holidays) 10:00 - 16:30

Address

 

The Packhouse

Hewett's Kilns, Tongham Road, 

Runfold, Farnham,

Surrey, GU10 1PJ

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