Frequently Asked Questions
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Do you have somewhere to eat?We have a gorgeous on site The Palm House Restaurant. Serving everything from brunch to Afternoon Teas. Please book here to avoid disappointment. Open 7 days a week. Alternatively there is a small takeaway cafe with outdoor seating.
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Book a table directly with The Palm House restaurant www.palm-house.com or....call 01252 781423 hello@palm-house.co.uk
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Do we allow dogs inside?Unfortunately we do not accept dogs inside The Packhouse shop or Restaurant Buildings. This includes Emotional Support Animals. Animals are more than welcome in the gardens and outdoor pods. Assistance Dogs clearly identified are welcome throughout the site.
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Unfortunately we do not buy anything of of 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.
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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.
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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.
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Can I buy a gift voucher?Gift vouchers are available to purchase in store or online for any amount you wish!
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Do you offer a valuation service?No. We do not offer a valuation service at The Packhouse.
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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): Upholstered items Jewellery Large furniture or items requiring a two person lift Old clocks Reduced or sale items Live plant and flowers In addition Original Art - has a reduced two day returns policy. If you paid by card, please ensure you bring the same card with you, otherwise we will not be able to process your return. As a small independent store we also do not provide postage for returns. All items bought in store must be returned to store for a refund. For items bought online: Please contact us on 01252 781010 to discuss your return.
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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, under SHOP.
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Book a pop up shop - register online under OLD SUMMERHOUSE...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.
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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.
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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.
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Do I need any insurance?If you are planning on running events for the public, such as workshops, pop-up shops, or classes, you 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.
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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 the Restaurant, there is an accessible pathway and ramp for access into the building.
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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.
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Is there parking available?Yes, we have a large car park just outside. Parking is free for all customers of both The Packhouse and the Restaurant. There are a couple of disabled spaces too, directly next to the pathway. We also have an overflow carpark. During winter months, the soft ground in the overflow carpark can become unsuitable for small vehicles, so please only park there if you own a large or 4x4 vehicle. The car park is locked at 5.30pm Monday -Saturday and 4.30pm on Sunday.
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Dogs are welcome onsite, but not in any of the buildings...Unfortunately we do not accept dogs in The Packhouse shop or Restaurant Buildings. This includes Emotional Support Animals. Animals are more than welcome in the gardens and outdoor pods. Assistance Dogs clearly identified are welcome throughout the site.
The Packhouse Ltd Terms and Conditions of Trading (In-Store)
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')
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.
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.
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.
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.
6. Title shall pass to Customer only on receipt of full payment of all monies due.
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.
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.
9. The Contract (Rights of Third Parties) Act 1999 shall not apply to the terms of this agreement.
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.
11. The Customer agrees that all used items are sold as seen.