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Help Centre & Information

Frequently Asked Questions

Use this page to find the answers to our most frequently asked questions here at The Packhouse.

Last Updated: Thursday 10th June 2021 19:00 GMT+1

 

FAQ's

Event Spaces

What event spaces do you offer?

We have the fantastic Old Summerhouse available to hire at The Packhouse. You can read more details about in on the Old Summerhouse 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 60 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, we have a range of delivery options available to chose from at checkout. 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 info@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.



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 info@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.



Restaurant & Dining

What is The Hive?

The Hive is a new café at The Packhouse, Runfold (near Farnham, Surrey) offering a delightful range of food and drinks for you to enjoy during your visit. We have some great cold and soft drinks available, as well as a fantastic selection of both hot and cold food. The Horsebox Grill, with outdoor seating, serves breakfast and lunch all day, with both traditional and vegetarian options. We've got toasties, baps, and a Full English breakfast available! Our wonderful staff are ready to serve you refreshing drinks or a delicious freshly-made coffee. We are proud to say that we offer a unique experience to dine in an Outdoor Pod, which are also available to buy at The Packhouse.



What is The Palm House?

The Palm House is our new restaurant, café & takeaway, coming in August...​ Meet, eat, drink & relax in our new restaurant. With an innovative menu highlighting the very best of fresh, locally sourced food and award winning wines, together with quality coffee, tea, afternoon tea and bottomless brunches! Special themed evenings and private hire.​Opening every day & Thursday - Saturday evenings.





The Packhouse Ltd Terms and Conditions of Trading (In-Store)

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This agreement sets out the terms and conditions under which The Packhouse Limited shall supply and the Customer (the purchaser of goods in-store) agrees to acquire the goods or services set out on the Customer's receipt or invoice.

 

1. The Packhouse Limited may act as agent in the relevant terms of this Agreement for traders who own the Goods or provide the Services ('Traders')

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2. Where the Services include delivery by The Packhouse Limited of the Goods to the Customer's address, such Services shall not include the disassembly and reassembly of the Goods, taking the Goods upstairs or on to additional addresses. Once over the threshold of the Customer's property, the 'Delivery' is no longer covered by The Packhouse Limited insurance.

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3. Delivery to any other carrier is deemed to be delivered to the Customer and The Packhouse Limited shall not have liability for Goods damaged in transit by any other such carrier or third party.

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4. Furniture items which require a 2 man lift may not be returned once delivered unless such Goods are faulty and the said fault has not been notified to the Customer prior to the delivery or collection, or where the Goods do not meet the description. Any damage you believe has been made during this delivery process must be perorated to Customer Services at The Packhouse within 24 hours of delivery.

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5. No guarantees or warranties are supplied in connection with the goods, unless otherwise stated on the price ticket. Care and consideration should be given when introducing old and antique furniture into climatically new environments, as panels may expand or contract. Please ensure you fully inspect goods before purchase. This does not affect your statutory rights.

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6. Title shall pass to Customer only on receipt of full payment of all monies due.

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7. If the Customer has reserved Goods and has not collected or paid in full for the Goods by 10.30am the following day, The Packhouse Limited has the right to return the goods for sale. If the Customer has ordered and paid for the Goods and has not collected or organised Delivery with The Packhouse within a period of 7 days, The Packhouse Limited reserves the right to charge storage rates until the date of collection or Delivery is organised. Storage rates are charged at £25 per day. Please note The Packhouse Limited does not have storage facilities for Trader stock.

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8. Other than death, personal injury or fraudulent misrepresentation the total liability to The Packhouse Limited, in contract, Tort or other shall be limited to the sum paid for the Goods or Services.

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9. The Contract (Rights of Third Parties) Act 1999 shall not apply to the terms of this agreement.

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10. This agreement sets out the entire agreement between The Packhouse Limited and the Customer for the supply of Goods or Services. Both parties agree that they have not relied on any statements, warranties, or representations not set out herein when entering into this Agreement.

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11. The Customer agrees that all used items are sold as seen.