Frequently Asked Questions
Got a question about our real Christmas trees? The answer should be here in the FAQ section below! If you can’t find what you’re looking for, give us a ring on 0120 290 7482.
CARING FOR MY TREE
WHEN SHOULD I BUY MY TREE?
Christmas might be a national holiday but everyone celebrates it in their own way.
To help you decide the best time to get your tree delviered here are a few tips:
Give it a fresh cut on arrival and place in a reservoir stand.
Turn off radiators and keep the room as cool as possible, your tree will love this.
As a natural product we cannot guaratee how long your tree will last but we are confident that with the right care and attention you can have a stunning tree for 3-4 weeks.
WHERE SHOULD I KEEP MY TREE?
Christmas trees like cooler areas, so next to a window is a great place for it.
Away from radiators, airconditioning units and dehumifiers is also going to help them look great for longer.
SHOULD I TRIM THE BASE OF THE TREE?
Defintely! If you are placing it in a reservoir stand.
Trim around 1cm to really open up the pores in the trunk to let that tree drink as much water as possible. If you are unable to trim the trunk we recommend adding warm water to your stand so help soften the sappy layer that forms at the bottom - remember warm not hot!
HOW SHOULD I CUT THE BOTTOM OF MY CHRISTMAS TREE?
Make a straight cut. There is no need to go in at an angle and if anything you're going to make your tree less stable in the stand. Defintely go with a nice straight cut.
SHOULD I WATER MY CHRISTMAS TREE?
100%! But only if you have it in a resevoir stand designed to hold water!
If you think of your tree as a massive bunch of flowers you wouldn't hesitate to trim the bottom and place it in water!
HOW SHOULD I WATER MY TREE?
Plain fresh water is the best route to go.
Especially if you have pets, you don't want them accidentally injesting anything toxic as the stand sits at ground level with easy access to curious snouts.
WHY HAS MY CHRISTMAS TREE STOPPED DRINKING WATER?
Your tree will drink the most during the first week. If at any point the reservoir dries up it can cause a layer of sap to seal the base. At that point you can try and use warm water to soften the sap.
IS IT NORMAL FOR MY TREE TO LOSE SOME NEEDLES WHEN I HAVE JUST GOT IT?
Yes, there is no such thing as a tree that sheds 0 needles, unless it's made from plastic.
There will be some natural shedding, and especially after transport and loose needles will be dislodged.
We recommend shaking the tree out outside before bringing it inside or doing it over an old sheet if outside is not an option.
RETURNS & EXCHANGES
MY TREE IS LATE
Due to the nature of transport we cannot guarantee your tree will come on the date you selected.
Please allow a couple extra days for it to come, but do email us to let us know so we can look into it for you.
I DON'T LIKE MY TREE
Your tree is a natural product, it's a one of a kind and there's no other tree quite like it out there.
Unfortuantely due to the perishable nature of the product we cannot accept returns or exchanges.
I DIDN'T RECEIVE ALL THE PRODUCTS I ORDERED, WHAT CAN I DO?
Please let the driver know as soon as possible after the receipt of the goods so that we can rectify the situation as soon and effectively as possible or call us on 0120 290 7482.
I WANT TO RETURN LIGHTS / STAND, HOW DO I DO IT?
We are happy to exchange or refund lights or stands that have not been altered, or used within 14 days of original delivery date.
You will need to cover the return shipping.
MY LIGHTS / STAND ARE FAULTY, WHAT DO I DO?
If your lights or stand is faulty then please email (firstname.lastname@example.org) us with a short description of the issue and a photograph. We will help you replace or exhange them at that point.