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Frequently Asked Questions
What payment methods do you accept?
All orders placed online must be paid for by credit or UK debit cards. We accept Visa (including Delta), MasterCard, Switch, Solo, Electron, Maestro and American Express. We do accept cheques, however can only accept this payment method should the order be placed via telephone. Goods will be dispatched when payment has been received.
Do you ship goods to destinations outside of the UK?
We cannot ship Christmas trees to destinations outside of the UK. Artificial trees, decorations, lights etc may be shipped. Please contact our Customer Service team regarding availability and shipping fees.
Can I nominate a specific time of day for my delivery?
No, however you can choose to have your order delivered before 12pm on Monday to Fridays and before 1pm on Saturdays. You can nominate a specific day for your delivery to be made, however due to the busy delivery times during the festive season, we do advise choosing a day at least three days before you plan to put up your Christmas tree.
What if I am not home when the courier tries to deliver?
If you are not home to sign for your parcel at the point of delivery, a card will be left to advise that an attempt has been made. Our courier will then attempt delivery again the following day. If you are not at home when the courier returns to deliver your goods and have not agreed for the package to be left unattended, it will be returned to the nearest depot. No refunds will be given for trees that are left uncollected at the depot. If you miss the first attempted delivery and you wish to reschedule a date more convenient to you, please contact us to arrange an alternative date. Additional charges may apply.
If you would like your parcel left in a ‘safe place’ i.e behind the garden shed or with a neighbour, please state this in the notes when placing your order.
How can I obtain more details about a product?
All the information we have about our products is shown in the description or additional information section on each product. If you have any queries, please contact us.
Can I change my order once it has been placed?
If you have already checked out and your order has been placed, please contact our Customer Service team to make changes. We will do whatever we can to accommodate your changes, but cannot guarantee amendments can be made.
How do I find out how my order is progressing?
You can sign in to view and check the progress of your order. You will receive an email from us with your order details, and then our courier service will contact you to advise when your order has been dispatched. If you would like to track your order, please follow instructions in this email.
Can I make changes to my delivery address once I have placed my order?
Changes can be made to your delivery address providing your order has not been dispatched. Please contact our Customer Service team to advise. If your order has been dispatched, we may be able to change the delivery address, this may incur additional charges.
Am I charged for the items as soon as I order them?
Payment will be required at the time you order. Payment will be taken either at this point or when your order is dispatched.