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We know how much Christmas means to you, and how important it is to have your Christmas tree to enjoy the special season. To ensure we deliver what you want, here is some important information to read before ordering your tree.
We will always do everything we can to get your tree to you on your preferred date, however, due to the festive season being such a busy time, we advise that you choose a delivery date for at least three days before you plan to put up your tree.
You will be contacted if there is an issue with your delivery, but we do ask for your understanding at this busy time. Monday to Friday deliveries are made between 8am – 6pm. Saturday deliveries are available to Mainland UK only, between the hours of 8am – 2pm. We will always inform you if we know of any expected delays. If you would like to track your order, please use the link and tracking number provided to you from our dedicated courier service, Tuffnells. This will be emailed to you once your order has been dispatched.
All deliveries must be signed for. If you would like our courier service to leave your parcel in a ‘safe place’ i.e behind the garden shed or with a neighbour, please state this in the notes when placing your order. We cannot be held responsible for any damage to or theft of your parcel if you give permission to leave it unattended.
If you are not available 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, the package 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 call our Customer Service team on 01577 865500 to arrange another date. Additional charges may apply.
Returns and refunds
If you wish to cancel your order due to a change of mind, the goods must be returned to us at your own expense, and our Customer Service team must be alerted within 48 hours of receipt. You must ensure the goods are packed adequately to protect against damage and are returned in a condition for re-sale. A refund for the goods will be made upon the items being returned to us in a condition for re-sale.
Refunds will be made within 14 working days.
We make every effort to fulfill aesthetic requests for Christmas trees, however, as they are a natural product we cannot be held responsible for slight colour and shape irregularities. If you do wish to specify what shape of tree you would like i.e. slim, wide at the bottom, bushy, please state this in the notes when placing your order.
Refunds for trees are only given if trees are damaged of which evidence is required. Damaged trees must be reported to us within 48 hours of delivery. For more information regarding our products and services, see Terms & Conditions.
Please email us or phone 01577 865500 to speak with our Customer Service team.