FAQ Page

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FREQUENTLY ASKED QUESTIONS

If the answer to your question isn’t here, please contact us at info@creeksidechristmas.co.uk

Customer Services

About our trees

Which type of tree should I buy?

We always recommend the Nordmann or Fraser Fir. They last much longer than the Norway Spruce, especially when kept indoors. It’s also less prickly which is more child/pet friendly. 

Are your trees high quality?

All the trees we supply are top quality and sourced from a highly renowned farm endorsed as a member of The British Christmas Tree Growers Association. Please be aware that there are many different grades of tree available so remember to consider this when comparing prices across different providers. We have only ever offered premium grade trees to our customers and will continue to do so.

Do your trees come with a stand?

Our stands are sold separately – you can choose from our variety of stands after selecting your Christmas tree.

How much does delivery cost?

Delivery is free within London and starts at £4.99 through our national courier. For more details please see our delivery page.

Do I need to be at home for delivery?

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.

Can I collect my tree?

Unfortunately, we are purely an online business and so we can only offer at–home delivery at this time.

Can I choose my own tree?

If for any reason you are unhappy with your tree when it is delivered, simply let our driver know and he’ll often be able to swap your tree there and then, as we will usually have several trees of a similar size on delivery. If this isn’t the case, we will be able to arrange a redelivery for you.

8. What size trees do you sell?

We sell a range of Christmas trees from 3ft to 10ft in our online store. For more details on our range, please see our Christmas tree sizes page for more information. For Christmas trees over 10ft tall please contact us

Do Creekside Christmas offer discounts for bulk orders or wholesale orders?

Yes, we do! Please contact us with the details of your requirements and we’ll be happy to put together a quote for you.

When does your online store open?

Our Christmas tree store is usually ready to go from October until mid-January.

When is your first and last delivery date?

Our first delivery date in 2020 will be Monday 30 November, and our last delivery date is the 22nd December. You can find out more about our delivery options here.

What size Christmas tree stand do I need for my tree?

If your tree is up to 7ft we recommend the Krinner Aqua, the Superior, the Medium Cinco or the Tree Tub. These stands may work for taller trees too; often the width of the trunk will be the limiting factor. If your tree is over 7ft we would recommend the Krinner XL, the Big One or the Large Cinco.

How wide will my Christmas tree be at the widest point?

As trees are natural, they can vary. However the general rule is that the width at the widest point of most Christmas trees is around half of the height. This will also vary with species, so our Nordmann Firs will have a width more like 60% of the height, whereas our Fraser Firs might be closer to 40%. For example, a 7ft Nordmann Fir might have a width of 4ft, whereas a 7ft Fraser Fir might be closer to 3ft.

Do you offer Christmas tree collections or recycling?

Yes, we do. For more information on our Christmas tree collection services, please refer to our delivery page.

Customer Services

Caring for your tree

When should I buy my tree?

We encourage you to place your order as early as possible in order to avoid any stock issues. You can book from September 2018 for delivery on any day between Friday 30 November and Saturday 22nd December.
If you’re booking one of our earlier delivery dates, we recommend choosing the Nordmann or Fraser 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.

I want my tree early! Will it last until Christmas?

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.

Where should I place my tree?

The best place to keep your Christmas tree is by a window where it can be as cool as possible. Be sure to keep your tree as far away as possible from any heat sources (e.g. a radiator, fire place etc).

How should I cut the base of my tree?

It’s best to cut the trunk so it is flat in order for it best to fit in your tree stand.

Should I trim the base of my tree?

Whilst not essential, trimming the base of your tree helps it to absorb water meaning it will last longer if you do this. For this reason, if you do have a saw to hand, we would definitely recommend doing so if you can.

Should I water my tree?

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.

Why does my tree not seem to be drinking water anymore?

The water that your tree absorbs will differ from day to day. If it’s been a few days though and it appears that your tree is not taking in any water, check to see if a layer of sap has formed on the base of the tree trunk. If this is the case, you can trim the base of your tree which should help to solve the problem.

My tree has just been delivered and has seemed to lose a lot of needles. Is this normal?


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.

How should I water my tree?

All of our stands have water reservoirs which you should keep topped up in order to maintain the freshness of your tree. A watering can or jug will help you to gain access to this area if your tree is particularly bushy! It’s best to keep the water temperature on the cooler side as well but the most important element is to make sure that the water is fresh and topped up regularly.

Customer Services

Amending your booking

Can I change any of my delivery details on the day of delivery?

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.

Is my chosen delivery date guaranteed?

We make every effort to achieve the agreed delivery date/ time. If there is ever any doubt that we will make it, we will call ahead to let you know.

The delivery is running late and I need to go out, what should I do?

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.

I popped out and missed my delivery! What can I do?

Our couriers will make every effort to contact you upon arrival. If there is no answer at the door, they will contact the phone number that you have provided. However, please note that we reserve the right to charge for re-delivery if the recipient is not at home when the courier arrives.

Customer Services

Returns and Exchanges

I’m not happy with how my tree looks! Can I exchange it?

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.

I believe my tree is unhealthy, what can I do?

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.

I didn’t receive all the items I ordered.

Please let the driver know upon receipt if you spot something missing or alternatively please get in touch

My lights or decorations are faulty.

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.

I would like to return the lights I bought, how do I do that?

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.

Customer Services

Cancellation requests

I’m not happy with how my tree looks! Can I exchange it?

Please let us know at least 3 full days before your delivery is due and we will be happy to cancel your order and offer a full refund.

Will I still have to pay for delivery if I cancel my order?

As long as you let us know a full 3 days before your delivery is due, we will give you a full refund including all delivery costs.

Customer Services

I have another problem

I’m having a technical issue with the website, what should I do?

Please get in touch using our contact form or send an email to info@creeksidechristmas.co.uk .We will get back to you as soon as possible, usually within 2 hours

I would like to buy a tree which is over 12ft but I can’t find this option on your website?

We can certainly provide larger trees upon request – please get in touch with your requirements for a quote.

How can I keep track of my tree on my delivery date?

We will send you an email the night before with an estimated time of arrival. Unfortunately we can only offer estimates as traffic can be unpredictable, especially around the festive season. However if your driver is running late, they will contact you ahead of time to keep you up to date.

My tree delivery is running late. What can I do?

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.

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