Real Xmas Trees FAQ
Should I trim my Christmas tree?
Despite your Christmas tree being freshly cut for you it may still need a little trim. Within 4-6 hours of being cut sap can create a seal over the base which will inhibit the trees ability to absorb water so its a good idea to trim a couple of inches off the base of the trunk and place immediately in to water when you bring the tree in to the house.
My Tree is losing needles!?
When you unwrap your tree it is completely normal to find some loose needles which have been dislodged during delivery.
However, if you find that your Tree is dropping excessive needles within days receipt, your Christmas Tree may be too dry and will need to be heavily watered and moved away from any direct heat source.
How are your Christmas Trees Measured?
Our Christmas Trees are measured from the base of the tree to the top of the point. The size you order will always be the minimum height. E.g a 6ft tree will actually measure between 6ft-6’11.
How wide will my Christmas tree be?
As Christmas trees are a natural living thing they vary greatly in size and shape. However as a general rule the width of your tree will be between 1/3 to 1/2 of its height.
When should I order my Christmas tree?
You can order your tree as early as you like! Just specify your preferred delivery date when you order. Premium tree's won’t be cut until the day of dispatch. Field Mix trees will be cut and netted prior to ordering but no more than 1 week.
How long will my tree last?
With a little bit of care your Christmas tree can still look great for up to 4 weeks. The Norman Fir in particular is known for its longevity and low needle drop.
If the tree is to be used outdoors it will last even longer. A tree displayed in November outdoors will be fine until beyond Christmas.
How should I look after my tree?
FRESH CUT TREES -When you are ready to bring your tree in to your home, before unwrapping. We would always recommend trimming the base slightly then immediately placing in water.
To keep tree’s happy and healthy indoors they must be kept away from heat sources such as radiators and fireplaces and kept well watered. Check the water everyday - you will be amazed how much they can drink!
How are your trees delivered?
If you live locally to us (Gateshead) Generally your delivery will be made by our own drivers. However during our busiest times we may still use a courier service even for local orders. For the rest of the UK we use Tuffnells Tree delivery service.
You can always leave us delivery instructions or notes if you don’t think you will be in and we will pass these messages on to the courier for you. If there is no delivery instructions and no obvious safe place to leave the tree the courier may not be able to deliver which would delay your order.
Will you install our Christmas Tree when you deliver it?
All prices are for door-step delivery only. We will not install Christmas Trees in to stands or carry in to your home.
Can you guarantee a delivery date
All of our trees are sent using premium 24 hour delivery service, for some far reaching postcodes this will be 48 hours.
We aim to deliver on your specified date by dispatching one working day prior to this date. Therefore the vast majority of our trees will arrive on your desired date.
Our courier service is week day only.
Weekend deliveries for local customers may be possible - please call to confirm.
We will always do our best to deliver on your preferred date but please note this is not guaranteed.
If we know in advance any reason why your tree will be late we will endeavour to let you know.
If your item does not arrive on your preferred day we cannot accept this as a reason for cancellation of the order. Nor can we offer refunds for delays caused solely by the courier.
Can I Change my delivery date?
Provided you get in touch 48 hours before the specified delivery date we should be able to change it. If the tree is already with the courier we may not be able to adjust the date.
Can I specify a delivery time?
Our courier generally delivers between 8.30 am and 5.30pm. In order to keep the price as low as possible for our customers this is an all day service and we can not guarantee a specific time slot.
If you require delivery for an exact time frame please get in touch prior to ordering as this can be arranged with the courier at an additional cost.
Deliveries outside Free Delivery areas
At present, some Scottish Highland postcodes, and non-UK mainland deliveries are subject to an additional fee (charged to us by the courier). For deliveries to these areas, we reserve the right to cancel orders – but will contact you in that case, or arrange to pass on the extra courier charge if that is acceptable, but we will get in touch when the order is placed.
What happens if my tree doesn’t arrive?
Please inform us of non-delivery within 3 working days of your preferred date, we will then be able to investigate with the courier what has gone wrong and hopefully track the tree down. If this is not possible a new tree will be sent.
What happens if we’re not in?
If you are not home when your delivery arrives the courier will try and find a safe place to leave your tree. They will then take a photo where they have left in case of any issues. If it is not possible to leave the tree they will leave you a failed delivery note with instructions on how to rearrange your delivery.
In accordance with the United Kingdom’s Distance Selling Regulations, we cannot accept cancellations or returns for perishable goods, as trees and wreaths are freshly cut/prepared to order.
We are confident that you will be happy with your tree but in the unlikely event you u expected please let us know your concerns within 4 days of receiving your tree.
We require photos of the tree in order to understand the problem and to allow to come to a solution
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.
Our trees are cut to order, so cannot be returned. In the case that a wrong tree has been sent we will replace the tree at our expense.
If there is a genuine issue with the tree itself, we will look to resolve it in the appropriate way (refund or replacement), In any circumstance a tree must be replaced or refunded we would not be able to return the tree. As a tree is a large and perishable product, it would not be in any condition for resale. It’s neither practical or environmentally conscious to return it, so we Kindly request local disposal options.
Please do not refuse delivery of your tree. If there is an issue with the tree when you unwrap it, we will work with you to to resolve it, however if you 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 substantial damage or incorrect height, we cannot refund your purchase when you refuse delivery.
Height & size - If you feel the height is not correct, please take an accurate measure from the base of the stump to the top rung of branches prior to getting in touch. We will need 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, we do our best to deliver on your preferred date but is not guarantee and is not reason for cancelation.
Cancellations – cancellations can only be accepted at least 72 hours prior to your preferred delivery date.
We cannot offer any refunds in the case of delays caused solely by the courier.