DELIVERY, RETURNS & REFUNDS All you need to know about our delivery, returns and refunds procedures. We’re always happy to help so please contact us if you have any additional questions that aren’t answered here. Currently having a few issues delivering to Scotland, so do get in touch directly to organise this. Apologies for any inconvenience. DELIVERY All orders are sent out via an external courier service. Where possible we always aim to use an overnight service. Please be aware for larger trees and some postcodes, overnight delivery is not available. Trees which are 1.5-4m in height will be dispatched on Tuesdays and Wednesdays. All others are dispatched Monday to Thursday, excluding Bank Holidays and weekends. If you have any questions regrading delivery time scales, we recommend you contact us prior to placing your order. If you have requested a preferred delivery day at check out in the order notes, please note this is not a guaranteed delivery day service. We are unable to accommodate weekend and bank holiday delivery. Please consider this when ordering for special occasions – we advise you to request an earlier delivery day. Do mention any special requests in the order notes. We will try our best to accommodate these, but external forces may prevail. Where no date is requested, orders will be sent with in 1-5 working days of being placed. Please note at peak times or during sever weather these time scales may be exceeded – we’ll be in touch should your order be affected by such delays where possible. How much is delivery? Delivery is calculated per order and depends on the height of your tree, not per item. See table below. Tree Height at time of sending Delivery Charge Small Trees Under 1m £8.50 Standard Trees 1.2-1.5m £12.50 Big Trees 1.5-2m £25.00 Very Large Trees 2-4m £40.00 In instances where you may order one >1m tree and one 2m tree, the largest trees shipping rate will apply. Please note on the Extra Large Trees (£40) you can order up to 5 trees within this rate. For larger quantities of 10 or more trees these will be sent via pallet at a rate from £80.00. Gift vouchers are sent free of charge via Royal Mail. Please note there may be surcharges for postcodes in Scotland. For more information prior to placing your order please do contact us. Due to feedback from customers, we are working with a new courier service and have noted a significant improvement in level of service. However, to ensure this quality of service we have had to make the difficult decision to increase shipping costs. If you have any issues with your specific postcode, please get in touch and we will sort it. All delivery charges are calculated at the checkout. CANCELLATIONS, RETURNS & REFUNDS I’ve not received my tree or it has arrived damaged. We try to track all orders that leave us to check they arrive to their intended locations. These are sent by external couriers so not always able to monitor as closely as we would like. Unfortunately, it is sometimes the case that trees become lost or damaged in transit. In the event this happens, please do contact us directly so we can resolve the issue swiftly for you. I’m not happy with what I have received. What can I do? If you have any concerns with the goods you have received, please contact us as soon as possible. We may request you send us photographs for inspection. If we request a return, we will cover the carriage charges. Please retain the original packing in case of return. Where agreeable, replacement will be provided. Agreed refunds will be processed within 7 days. I’ve had a Bare Root tree failure. What can I do? It is unfortunate that at times bare root trees fail to take, this can be due to things like transport stress. In the event this happens to you, please do contact us as soon as possible via email. We can replace your bare root tree with a potted tree of similar height straight away and you pay the difference in price. We can replace your bare root tree in the next bare root season like for like free of charge. We’re always here to help and advise our customers to see everyone gets the tree they are happy with and will always work with you to find the best solution for each case. FAQ’s Do you deliver overseas? We deliver to mainland Great Britain only at this time. Unfortunately, we’re no longer able to deliver to Northern or Southern Ireland, the Isle of Man, and the Channel Islands. If you’re unable to place an order at check out due to your post code please contact us directly as we may be able to make arrangements on a case by case basis. Please email info@treesdirect.co.uk How is my tree packaged? Our trees are packaged by our experienced nursery staff on site. A majority of trees will be sent out to you packaged in cardboard boxes, sometimes up to 2m tall. Certain trees are too large to be boxed, these will be sent wrapped in bubble wrap with support canes. All our trees come labelled with their plant passport and planting instructions, if the tags come loose you can find planting instructions for potted trees here and bare root trees here. Potted trees are given good water before they leave us but be sure to water them again when they arrive while our bare root trees are treated with root gel to keep them moist. Will my order have to be signed for? If you’re not in to receive your order our couriers will leave your package in the safest place they can at your address. At checkout there is the option to leave further instructions for delivery; this could be some helpful directions, an access gate code or details of where you wish your delivery to be left if you are not home. Will I be contacted before delivery? When your tree leaves us you will receive an email from us, and you will receive further communication from the courier services via email or text regarding your delivery. Please note we use an external courier service for our deliveries. We are unable to provide information on delivery times. You can request the courier calls ahead of delivery in the notes section at check out but this is not guaranteed. What should I expect when my tree arrives? Please remember that the images online are of fully established trees several years older than the one you are receiving. If you have ordered a deciduous tree it is important that you consider the season you are receiving it. For example, when ordering a deciduous tree in autumn/ winter it is likely to have orange leaves or no leaves at all. Every tree is a living and growing individual each differing slightly from the next. Sizes given online are approximate and it is of the utmost importance that we send out trees that are of high quality, shape and health as opposed to just the biggest available. I’ve just got my tree, what do I do now? Upon receipt of potted trees, remove all packaging and give it some water. Potted trees can remain in the pots they are sent in for up to 6 months but will require planting or repotting is suitable after that. If your tree is remaining potted please ensure it is watered enough so as the soil does not dry out. There will be planting instructions with your tree or you can find them on our website here. Bare root trees however cannot be left for long periods of time unplanted, we recommend planting within 5-7 days of receipt. Where we cannot fulfil your order. Working with living trees in an ever changing environment there are sometimes occasions when we are unable to fulfil an order if we feel the tree or shrub is not up to standard. In the event this should happen we will contact you and offer either a full refund or alternatives to the original tree. Our website stock is live, meaning if you see it listed online as in stock we have it and is available for despatch.
