Please remember that your tree is a living thing and no two trees are the same. If you feel that your tree is really not up to the quality you expected then please inform us within 4 working days and let us know your concerns. We may ask you to take photos of the tree which will allow us to resolve the problem quickly and efficiently.
Please note that minor damage to branches, particularly lower branches, can occur during transit and is not cause for a return/refund unless it causes significant detriment to the overall quality of the tree.
Returns – our trees are cut to order, so cannot be returned other than in the case where the wrong tree has been sent or where there is significant damage to the tree rendering it unfit for purpose. If there is a genuine issue with the tree itself, we will look to resolve it in the appropriate way (refund or replacement), but as a tree is a perishable and bulky item, it cannot be returned to us. As a returned tree would have to be disposed of anyway, it’s neither logistically practical nor environmentally sensible to return it, so we recommend local disposal options.
Please do not refuse delivery of the tree in any circumstances. If there is an issue with the tree when you unwrap it, we’ll look to resolve it, however if you simply refuse delivery it can take several weeks for the tree to return to us. As the tree has been cut to order, unless there is a clear issue with the tree such as a breakage or incorrect height, we cannot refund your purchase when you refuse delivery.
Height & size – please note that your tree will be very tightly wrapped in shrink-wrap for transit, and may appear much narrower than you might expect. If you feel the height is not correct, please take an accurate measure from the base of the stump to the tip of the tree prior to getting in touch. We may ask for photos to indicate the height, so that we can resolve it quickly.
Refunds cannot be offered in the case where your tree is not delivered on the preferred date, but arrives within 4 business days of the chosen date. See our delivery info page for more details.
Cancellations – cancellations can only be accepted with three business days notice prior to your chosen preferred delivery date.