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. DELIVERY All orders are sent out via external courier on an overnight service, please be aware that overnight delivery is not available for all post codes. Scheduled delivery service; a preferred delivery day can be selected at check out however 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. If no preferred date is selected at checkout we will send your tree within approximately 1-5 days of it being placed. Please note at peak times these time scales may be exceeded. Orders for engraved plaques can take up to 3-5 working days, please allow for this if selecting a preferred delivery date. How much is delivery? Delivery is calculated per order not per item see table below. Total Order Value Delivery Charge Up to £12.49 £3.00 £12.50-£34.99 £8.75 £35.00-£44.99 £11.75 £45.00 and over £18.80 Gift vouchers are sent free of charge via Royal Mail. ++ Please note there are surcharges for postcodes in Lower Scotland, Upper Scotland and Isle of Scily, Isle of Wight, Guersey, Jersey and Isle of Man. For more information prior to placing your order please do contact us. All delivery charges are calculated at the check out. CANCELLATIONS, RETURNS & REFUNDS Can I cancel an order I have placed?. Orders cancelled either wholly or partially before being packed and leaving our nursery can be cancelled for refund. If you wish to cancel an order after it has been dispatched or return an order after you have received it please contact us directly so we can discuss the options available to you. Please note the right to cancel or return will not apply to personalised goods such as engraved plaques. Please ensure wording and spelling is accurate at time of placing your order as we will not be liable for any mistakes made on engraving if the engraving matches your order. I’ve not received my tree or it has arrived damaged. We monitor the tracking of all orders that leave us to check they arrive to their intended locations, unfortunately it is sometimes the case that trees become lost or damaged in transit. In the event this happens please do contact us info@treesdirect.co.uk or call 01584 878 878 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 info@treesdirect.co.uk or call 01584 878 878. We may request you send us photographs or return the goods to us 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 for faulty, lost or damaged goods will be processed within 30 days. FAQ’s Do you deliver overseas? We deliver to Great Britain, Isle of Man, and the Channel Islands. Unfortunately we’re no longer able to deliver to Northern or Southern Ireland. 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 a 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 a 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 ourselves, you will receive further communication from the courier services via email or text regarding your delivery. Please note we use 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 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 with in 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.
