We think it's very important that when ordering through the internet that delivery is FAST, efficient, safe and economical. Please find below details of how we prepare and deliver your order.

If you want your order delivered to a different address than the address you provided then please let us know. You may choose this option if it'll be difficult to sign for the package at the 'home' address. In this instance you may want the package sent to your work address or a neighbour for example.

Please note the following information (and delivery charges) only apply to deliveries to the UK Mainland. If you require delivery to the more remote parts of the UK, including the highlands, please contact us for a quotation.

Delivery Charges

To keep the delivery charges to a minimum (at or below cost to us) we charge an initial amount for the largest / heaviest item and then a small additional amount for each other item. Please enter the items you want to buy in the basket and go through the start of the checkout process to see what the delivery charges amount to. If you think the delivery charges seem excessive or you're ordering a large quantity of items, please contact us so that we can provide you with a more accurate package price including delivery.

Shipping Method

Small, lightweight goods are sent via 1st Class Post.
Packages which exceed the imitations of 1st & 2nd Class Post or are heavier than 2Kg are sent via a suitable courier service. In most cases a 1-2 day courier service is used but if this is not available for any reason, a 2-5 day service is used instead. You will be advised of the service used so that you know when to expect delivery. If you require a special delivery service please contact us before making a purchase to check whether or not it's possible.

Order Response

You will receive an automated email confirmation of your order which you should check just to make sure it's what you want, as changes at this stage are easier to sort out. If you've changed your mind or there's an error, contact us straight away quoting the order number.

Your order will be checked by us and if there's any queries or abnomalies, we will contact you immediately. We prefer to do this by phone rather than email, so we can sort any issues out interactively. Therefore, please provide a telephone number where we can easily reach you.

Packing & Dispatch

Couriers always collect packages from us in the afternoon and so orders are packaged on the morning of collection to minimise the time they are packaged up. As a result, orders have a cutoff time of 9:00 - orders after this will be packaged and dispatched the next day.

To minimise the 'stress' the trees have to endue we try to dispatch deliveries so that they're not sitting around in a warehouse or lorry over the weekend. This means that we generally dispatch orders on Monday, Tuesday and Wednesday. However, small orders that can be sent by First Class Post can be dispatched as late as Friday morning for a Saturday delivery. Please contact us if you require a special delivery such as 'next day' so that we can provide a competitive price for the service.

We take care and pride in our packaging to ensure your order reaches you in the same condition that it left us. Above all, the packaging is designed to make sure the trees don't suffer in their journey to you.

Delivery

After taking so much care in dispatching the order, we need to make sure you receive it!

Some addresses are notoriously difficult for couriers to find To avoid any dissappointment in the order not reaching you, we ask that you provide a telephone number that the delivery driver can use if they're having difficulties locating your address. If you know that your delivery address is difficult to find, please provide instructions that can be passed onto the couriers. Please provide more than enough information so that the courier company has no excuses for not delivering.

Deliveries need to be signed for, so someone needs to be there to accept delivery. Couriers will attempt to deliver twice and after that, the package will be returned to us. If this happens we will contact you to see if the order is still wanted and if so, make arrangements for another delivery. An additional charge will be made for subsequent deliveries. We are happy to deliver the order to a neighbour if they are going to be in to accept delivery. Obviously we require their telephone number in case of delivery difficulties.

To avoid credit card fraud, we will only deliver to the card holder address, or neighbour.

It's possible to take delivery of small orders (under 15Kg) without requiring a signature. If you know that you can't be there to sign for the package and it's under 15Kg, then let us know when you order and we'll select the correct courier service. If you're not sure of the order weight, please email us so that we can advise.

We will advise you by email when your order is due to be collected from us and when it should arrive at the delivery address. If the order has not arrived by the last stated time, contact us immediately so that we can chase the carriers. Carriers will only accept claims for non deliveries within 72 hours after delivery was due. Therefore, reluctantly, we will only consider claims for non deliveries 72 hours after the end of the stated delivery time. If in doubt, contact us if you were expecting a delivery and it didn't arrive..

Receipt of Package

Take a quick look at the package before you sign for it. As we said at the beginning, we take care in our packaging so if it looks as though it's been through the mill, it needs to be checked before you sign. If you see any damage to the packaging check that the contents have not been damaged. When you sign for the package you're essentially accepting the package in acceptabe condition. If the contents are damaged don't sign for it and contact us immediately.

We would strongly recommend that you unpackage the order as soon as you receive it. This will enable you to check that the order is complete and undamaged. The trees then need to be cared for by putting them somewhere safe. In summer time avoid excessive heat and in winter time avoid freezing conditions. The trees would have been watered before they are dispatched and are packaged to avoid excessive drying out. However it's worth checking to see if they need watering or not.

Finally

Please contact us immediately if you have any concerns regarding your order.