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Frequently asked questions
Please see our frequently asked questions and answers below. If you can't find your answer here please free free to contact us.
About our trees
Which type of tree should I buy?
We recommend the Nordmann Fir for the fullest shape and the best needle retention, or the Fraser Fir if you want a slimmer tree with a stronger scent. Both hold their needles well indoors.
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.
Does your tree come with a stand?
Stands are sold separately. Our Water Holding Stand comes in five sizes to match your tree height and is delivered free with your tree.
How much does delivery cost?
Delivery is free inside the M25 with a tree. Stands or lights ordered without a tree are £14.99 delivery. The All Day slot is free; a Day or Evening timed slot is £12 extra. See our delivery page for details.
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 own tree?
Unfortunately, we are purely an online business and so we can only offer at–home delivery at this time.
What size trees do you sell?
From 3ft to 12ft in our online store. Larger trees are available on request.
Do you offer bulk / wholesale discounts?
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 September until mid-January.
What size stand do I need?
Match the stand to your tree height: Small for 3 to 5ft, Medium for 5 to 6ft, Large for 6 to 8ft, Extra Large for 8 to 10ft and XXL for 10 to 12ft.
How wide will my Christmas tree be?
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 collection and recycling?
Yes. We collect from 2 to 12 January, from £29.99 depending on tree size and whether it is collected from outside or taken down and carried out from inside. Book it on our Collection page.
Caring for your tree
When should I buy my tree?
Order as early as you can to avoid stock issues. You can book from September for delivery on any day between 19 November and 23 December, subject to availability.
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).
Should I cut 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. It’s best to cut the trunk so it is flat in order for it best to fit in your tree stand.
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.
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.
What do I do if my tree won't take water?
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.
I've just received my tree and it seems to be dropping needles - what do I do?
Trees shed needles all year round naturally, 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
Can I change my booking details?
Yes, as long as we have 2 days' notice before your delivery date. Email us with your order number and the change you need.
Is my chosen delivery date guaranteed?
We make every effort to deliver on the agreed date and do so 99% of the time. If anything changes on the day we will contact you straight away.
My delivery is running late and I need to go out - what do 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 missed my delivery - what do 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 £9.99 for re-delivery if the recipient is not at home when the courier arrives.
Returns and exchanges
I'm not happy with my tree - what can I do?
If there is a quality issue with your Christmas tree and you let us know within 48 hours of delivery, we will be happy to replace it for free. 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.
My tree seems 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 everything I ordered?
Please let the driver know upon receipt if you spot something missing or alternatively please get in touch
My lights or stand 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.
Cancellation requests
Can I cancel my order?
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.
Do I need to pay 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.
I have another issue
I'm having a technical issue with the website
Please get in touch using our contact form. We usually reply within 4 working hours.
How can I buy a tree over 10ft?
We sell trees up to 12ft online. For anything larger, get in touch with your requirements for a quote.
How can I track my delivery?
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.