Have questions about ordering, delivery, returns, or payments? We’ve got you covered. You can find quick answers here.
Have questions about ordering, delivery, returns, or payments? You’ll find answers to the most common queries below. If you need further assistance, our team is always happy to help.
Once your order has been dispatched, you will receive a confirmation email with tracking details where available. You can use this information to monitor delivery progress via the carrier’s website.
If you have any questions about your order status, please contact us.
If you need to make changes or cancel your order, please contact us as soon as possible.
We process orders promptly, so changes may not always be possible once an order has been confirmed or dispatched. Any cancellations are subject to our Refund Policy.
We accept a range of secure payment options, including:
Available payment options will be displayed at checkout.
Yes. We offer free standard delivery on all orders over £59.00 to mainland UK addresses.
Orders below this value will incur a delivery charge, which will be calculated and displayed at checkout.
Delivery costs are calculated at checkout based on your delivery location, order size, and selected delivery method.
Any applicable delivery charges will be shown clearly before you complete your purchase.
At this time, we deliver to mainland UK addresses only.
If you are unsure whether we can deliver to your location, please contact us before placing an order.
If your order arrives damaged:
Where damage is confirmed, we will arrange replacement parts or a replacement item in line with our policies.
You have 14 days from the date you receive your item to request a return, in line with our Refund Policy.
Items must meet the eligibility requirements outlined in that policy.
To request a return, please contact Support@packhaus.co.uk with your order details.
Our team will guide you through the return process and provide further instructions once your request has been approved.
If you are returning an item under your 14-day cancellation rights, return shipping costs are the responsibility of the customer.
If your item is faulty, damaged, or incorrect, we will cover the return shipping costs.
Our products are manufactured to meet quality standards and are supplied in accordance with UK consumer law.
If you experience an issue with a product, please contact us and we’ll assess the situation in line with your statutory rights and our policies.
Normal wear and tear, misuse, incorrect assembly, or damage caused by improper care are not covered. Please refer to our Care & Maintenance page for guidance.
es. We offer trade solutions for retailers, interior designers, developers, and contractors.
For information on trade pricing, bulk orders, and delivery options, please contact trade@packhaus.co.uk
Minimum order quantities may apply depending on the product and order type. Our trade team can provide full details based on your requirements.
Gift cards can be redeemed at checkout by entering the unique code provided. The gift card value will be applied to your order total.
Packhaus gift cards are valid for 12 months from the date of purchase, unless stated otherwise at the time of purchase.
The expiry date will be clearly communicated when the gift card is issued.
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