- Your shopping cart is empty
Frequently Asked Questions
ABOUT OUR TREES
Have a question about our real Christmas trees or our delivery? The answer should be here in the FAQ section below! If you can’t find what you’re looking for, please contact us.
We always recommend the Nordmann Fir. It lasts much longer than the Norway Spruce, especially when kept indoors. It’s also less prickly which is more child/pet friendly. This year we have introduced the Fraser Fir, an American favourite. It holds its needles like the Nordmann Fir and has a citrusy fragrance like the Norway Spruce. It also is a thinner tree which might suit your space better if you like tall trees.
Delivery is free within London and starts at £4.99 through our national courier. For more details please see our delivery page.
We understand it’s a busy time of year. When checking out you can leave a note for our driver - this might be to leave the Christmas tree in a safe space, or with a neighbour (however please check that they are willing to accept the delivery! Some concierges for example, will not accept Christmas trees). We are happy to follow your instructions but please note, we cannot take responsibility for the safety of your tree once we have followed them.
Yes, we do! Please contact us with the details of your require ments and we’ll be happy to put together a quote for you.
Our first delivery date in 2018 will be Friday 30 November, and our last delivery date is the 22nd December. You can find out more about our delivery options here.
CARING FOR MY TREE
Trees are living things and do need some attention throughout the festive period. Think of your tree as a really robust bunch of flowers and you won’t go wrong. You should be able to find out everything you need to know about tree care in our Christmas Tree Care Guide or our FAQ section below. If you find something isn’t covered please contact us.
If you’re booking one of our earlier delivery dates, we recommend choosing the Nordmann Fir. It’s known as the non-drop or indoor tree because it holds its needles for much longer than other varieties such as the Norway Spruce. If you would prefer a Norway Spruce, we recommend that you have this delivered later in the season, ideally after 10th December if you intend to keep it inside. It is very important to keep your tree well watered and away from any heat sources to preserve it and extend its lifespan.
With proper care and the right type of tree, your Christmas tree should certainly last until Christmas! We always recommend the Nordmann Fir tree for longevity as it is known for its ‘non-drop’ needles. However even with Nordmann Fir trees, it is important to take proper care of your tree.
Even a non-drop tree will not last very long if you don’t give it any water and place it right next to a fire or radiator. To keep your tree looking its best throughout the festive season, please refer to our Christmas tree care guide.
Yes! Watering your tree is essential for its longevity. You should check the water levels in your tree stand every day and top up as needed. Christmas trees are larger and require a significant amount of water.
Trees shed needles all year roundnaturally, so a few dropped needles is nothing to worry about. We would always recommend giving your tree a gentle shake before installing it just to remove any excess loose needles.
However, if your tree appears to be shedding excessively it could be too dry. Make sure to keep the water in your stand topped up and keep your tree away from any direct heat.
If you believe your tree is faulty and require a replacement, please contact us within 48 hours of delivery.
AMENDING YOUR BOOKING
Drop us a line here (we usually have a turn around time of 2 hours for messages) and we will try to pass on your message.
Firstly, we apologise for the delayed delivery. If a situation like this arises, please get in touch and we will get you an accurate delivery time and discuss options with you if this isn’t convenient.
RETURNS & EXCHANGES
If for whatever reason you aren’t happy with your tree we advise you to let us know as soon as possible.Contact us us within 48 hours of taking delivery of your tree and we will be happy to replace your tree at the next available delivery slot.For further information please see the FAQ below.
If there is a problem with your Christmas tree and you let us know within 48 hours of delivery, we will be happy to replace it for free. If you let us know you’d like a replacement within 2-7 days of delivery, we will replace your tree but a redelivery fee will be charged.
The biggest factor in how your tree lasts is usually the environment that it’s in which is why we are unable to offer free replacements after one week. However if you have followed all of the steps in our our care guide and your tree still isn’t looking right, please contact us to discuss options.
If there is an underlying problem with your tree then we will endeavour to replace it at no cost to you. Please contact us with a thorough description of the problems that you are experiencing.
Please let the driver know upon receipt if you spot something missing or alternatively please get in touch
If any of the items that you purchase from us are faulty, then please let us know as soon as possible and we will be happy to offer you a replacement or a full refund.
We are happy to exchange or refund any items that have not been altered, or used within 14 days of original delivery date.
Please note that unless the lights are faulty, we are unable to pay for return postage. We would also always recommend mailing the lights back to us using recorded delivery as we cannot be held responsible for packages lost in the mail. If you would like to arrange a return, please get in touch.
We understand that sometimes your plans will change and you may need to cancel.As long as you let us know 3 full days . before your delivery is due, we will be able to provide you with a full refund.
TELL US ABOUT A PROBLEM
We can certainly provide larger trees upon request – please get in touch with your requirements for a quote.
we are sorry that a delay has occurred with your delivery. If you get in touch with us, we will be able to confirm with the driver what time they will be with you and communicate this back to you.