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 – 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.
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 a reasonable time. See our delivery info page for more details.
Cancellations – cancellations can only be accepted with two business days notice prior to your chosen preferred delivery date.