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FAQ Page

If the answer to your question isn’t here, please contact us at hello@croftandcole.com

Frequently Asked Questions

If you can't find the answer you're looking for, drop us an email at hello@croftandcole.com.

HOW MUCH IS DELIVERY?

Delivery is £19.99.

IS THE STAND INCLUDED?

Stands are sold separately.

DO I NEED TO BE HOME FOR DELIVERY?​

If you can’t be in, specify a safe place or neighbor where the courier can leave your tree.

WHAT KIND OF STAND SHOULD I BUY?​

Pick a stand that can hold sufficient water for your tree. Fresh trees soak up about 1 litre of water per day for each inch of trunk diameter, so make sure your stand can accommodate at least a day’s worth of water.

CAN I COLLECT MY TREE?

Sorry, we’re an online-only business.

What size trees do you offer?

We sell trees ranging from 4-5ft to 8-9ft.

When does your online store open?

From September to mid-January.

What are the first and last delivery dates?

First delivery is on November 29, 2023, and our last delivery is on December 20, 2023.

How wide will my tree be?

It varies, but on average, a Nordmann Fir is about 60% as wide as its height. However, much like everything in nature, this can vary.

Do you offer tree collection or recycling?

Unfortunately not at this time.

CARING FOR YOUR TREE

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When should I buy my tree?

Because we only buy high quality trees, our stock is limited. So we recommend pre-ordering your tree as soon as possible. In terms of delivery dates, this depends on how warm your house is. If you like a warm cosy home, then we’d recommend delaying your Christmas tree arrival until later in the season to ensure that it’s had less warm days to contend with before the big day. If you run a cooler home though you should be fine having your tree at any time during our delivery season.

Will my tree last until Christmas?

Yes, as long as it’s not in too warm of a room and kept well watered.

Where should I place my tree?

Near a window, away from heat sources.

How should I cut the base of my tree?

Make a flat cut for a better fit in the stand, and to remove any layer of sap that has formed which can sometimes inhibit water intake. 

Should I trim the base?

We know this isn’t feasible for everyone, but if you can we would recommend it. It helps with water absorption as trees can form a layer of sap around a fresh cut if not put into water within a few hours of cutting.

SHOULD I WATER MY TREE?

Absolutely. Check and refill the water in the stand daily.

Why is my tree not drinking water?

If sap has sealed the base, a fresh cut should help.

My tree is losing a lot of needles. Is this normal?

Some shedding is normal, but excessive loss could mean the tree is too dry and needs more water. Sometimes a tree may just not want to take up water no matter what you do. This is rare, but impossible to check for beforehand. If you think this is the case, contact us and we’ll do our best to fix the issue for you.

HOW SHOULD I WATER MY TREE?

Keep the stand’s reservoir topped up with cool water.

AMENDING YOUR BOOKING

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Can I change my delivery details?

Contact us and as long as the tree hasn’t already been dispatched with our courier we can update your details for you there and then.

Is my delivery date guaranteed?

Unfortunately this isn’t something we can guarantee as we use third party national couriers. 95% of orders do arrive on the date requested, but there is always a chance that due to traffic, breakdowns, weather, illness etc that a preferred delivery date will be missed. So if you really need your tree by a certain date, we’d always recommend asking for it to arrive a day or two early just in case.

My delivery is late. What now?

You should have received your courier details and a tracking number. Please contact the courier directly to ask for an update. If you are having any trouble with this please let us know and we can chase via our account manager too. 

RETURNS AND EXCHANGES

If the answer to your question isn’t here, please contact us at hello@croftandcole.com

Unhappy with your tree?

Contact us and we’ll do our best to fix any issues. 

My tree seems unhealthy. What now?

Contact us and we’ll do our best to fix any issues. 

Missing items or faulty decorations?

Contact us and we’ll do our best to fix any issues. 

Want to return your lights?

Returns or exchanges are possible within 14 days if the item is unused.

CANCELLATION REQUESTS

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Need to cancel your order?

Cancel at least 5 days before delivery for a full refund.

Will I be charged for delivery if I cancel?

Not if you cancel 5 days before your delivery.

I HAVE ANOTHER PROBLEM

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Website technical issues?

Email us at hello@croftandcole.com.

How do I track my tree on the delivery date?

Our courier will provide tracking information to you the night before your delivery.

MY TREE DELIVERY IS RUNNING LATE. WHAT CAN I DO?

Use the tracking information provided by the courier for real time updates.