Frequently asked questions TEST

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 always recommend the Nordmann or Fraser Fir. They last much longer than the Norway Spruce, especially when kept indoors. It’s also less prickly which is more child/pet friendly. 

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?

Our stands are sold separately – you can choose from our variety of stands after selecting your Christmas tree.

How much does delivery cost?

Delivery is free within London and is £14.99 through our national courier. For more details please see our delivery page.

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.

Can I choose my own tree?

If for any reason you are unhappy with your tree when it is delivered, simply let our driver know and he’ll often be able to swap your tree there and then, as we will usually have several trees of a similar size on delivery. If this isn’t the case, we will be able to arrange a redelivery for you.

What size trees do you sell?

We sell a range of Christmas trees from 3ft to 10ft in our online store. For more details on our range, please see our Christmas tree sizes page for more information. For Christmas trees over 10ft tall please contact us

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?

If your tree is up to 7ft we recommend the Easylock 200 or the Cinco 8. These stands may work for taller trees too; often the width of the trunk will be the limiting factor. If your tree is over 7ft we would recommend the Easylock Max 300 or a Cinco 10.

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 do. For more information on our Christmas tree collection services, please refer to our delivery page.

Caring for your tree

When should I buy my tree?

We encourage you to place your order as early as possible in order to avoid any stock issues. You can book from September for delivery on any day between late November and late December subject to availability.
If you’re booking one of our earlier delivery dates, we recommend choosing the Nordmann or Fraser Fir. It’s known as the non-drop or indoor tree because it holds its needles for much longer than other varieties such as the Norway Spruce. If you would prefer a Norway Spruce, we recommend that you have this delivered later in the season, ideally after 10th December if you intend to keep it inside. It is very important to keep your tree well watered and away from any heat sources to preserve it and extend its lifespan.

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?

As long as there is enough time to amend this with our couriers, absolutely. This means we'll need that information 2 days before the delivery date if in London and 4 business days before delivery if outside of London.

Is my chosen delivery date guaranteed?

We make every effort to achieve the agreed delivery date/ time and do so 99% of the time in London and 95% of the time outside of London.

We use a third party courier outside of London so whilst we will do everything we can to set the courier up for success, once we hand over your tree the rest is unfortunately out of our control. In London we can control things a lot more, but deliveries are always subject to traffic, weather, illness, van breakdown etc.

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 here. We will get back to you as soon as possible, usually within 2 hours

How can I buy a tree over 10ft?

We can certainly provide larger trees upon request – please 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.