Terms & Conditions
- Live pot-grown trees still available for next day delivery
- Free delivery on orders over £125
Whatever products you’ve ordered from us, we’ll do all we can to get it to you when you want it. As Christmas trees aren’t the standard type of parcel you’d receive any other time of the year, here’s a few things to bear in mind.
For next day delivery, orders must be placed before 2pm on working weekdays (Monday to Friday). Orders placed on Saturday and Sunday will be dispatched on the next working day (Monday) unless a preferred date has been chosen.
If you wish to make a request for a certain shape of tree i.e. slim, wide at bottom, bushy, please state this in the notes before placing your order. We will make every attempt to fulfill your request but, due to the nature of our natural products, cannot guarantee we meet your requirements.
Our trees come netted, with a cane in the center to protect the leader of the tree, then are tightly wrapped for protection when in transit. Delivery personnel are not contracted to install your Christmas tree or remove any packaging.
We will always do all we can to get your tree to you on your preferred date, however, due to the festive season being such a busy time, we advise that you choose a delivery date for at least 3 days before you plan to erect your tree. You will be contacted if there is an issue with your delivery, but we do ask for your understanding at this busy time.
Next day deliveries between Monday and Friday are made between 8am – 6pm. Saturday deliveries are available to Mainland UK only, between the hours of 8am – 2pm. We will always inform you if we know of any expected delays. If you would like to track your order, please use the link and tracking number provided to you from our dedicated courier service, Tuffnells. This will be emailed to you once your order has been dispatched.
All deliveries must be signed for. If you would like our courier service to leave your parcel in a ‘safe place’ i.e behind the garden shed or with a neighbour, please state this in the comments box when placing your order. We cannot be held responsible for any damage to or theft of your parcel if you give permission to leave it unattended.
If you are not available to sign for your parcel at the point of delivery, a card will be left to advise that an attempt has been made. Our courier will then attempt delivery again the following day. If you are not at home when the courier returns to deliver your goods and have not agreed for the package to be left unattended, the package will be returned to the nearest depot. No refunds will be given for trees that are left uncollected at the depot. If you miss the first attempted delivery and you wish to reschedule a date more convenient to you, please call our Customer Service team on 01577 865500 to arrange a date. Additional charges may apply.
Once your order has been dispatched, we cannot cancel your order. For this reason we cannot accept responsibility for items that do not arrive on your chosen delivery date. If you wish to cancel an order once you have placed it online, please contact us on 01577 865500 to speak to a member of our Customer Service team. Alternatively you can email us.
Due to the unique nature of our natural products (deemed perishable) and the sensitive timescale in the festive season, we would ask for your understanding regarding cancellations. Therefore, if you do wish to cancel an order, we ask you to do so at least 7 days before your dispatch date, otherwise it may not be possible to stop shipment.
Returns and refunds
If you wish to cancel your order due to a change of mind, the goods must be returned to us at your own expense. You must ensure the goods are packed adequately to protect against damage and are returned in a condition for re-sale. A refund for the goods will be made upon the items being returned to us. Refunds will be made within 14 working days.
We make every effort to fulfill aesthetic requests for Christmas trees, however, as they are a natural product we cannot be held responsible for slight colour and shape irregularities. If you do wish to specify what shape of tree you would like i.e. slim, wide at the bottom, bushy, please state this in the comments box when placing your order. Refunds cannot be given for Christmas trees unless they are damaged. Damaged trees must be reported to us within 48 hours of delivery.
Issues with your order
Any breakages, shortages and discrepancies with your order must be reported to us within 7 working days after date of delivery (48 hours for Christmas trees). Please email us or phone 01577 865500 to speak with our Customer Service team.
Breakages – If your order arrives and there are damages, in the first instance we will aim replace the goods as quickly as possible. We ask that images are sent to us to show the damages in order to speed up the process of replacing your goods quickly. If we are unable to replace your order, a full refund will be made for the damaged items.
Shortages – If your order arrives and there are missing items, we will send them on a next day service for you. Please allow time for our systems to be checked before dispatching the goods.
Discrepancies – If the items are not as described on our website, a refund for the goods will be made upon the items being returned to us. Refunds will be made within 14 working days. All efforts must be made to return the goods so they are in a condition for re-sale.
Other Terms & Conditions
- This does not affect your statutory rights.
- All sizes detailed are approximate. Colours may vary from those shown in the images.
- We reserve the right to remove and amend products and prices on our website without prior notice.
- All content and design on this website (excluding other professional content) is the exclusive copyright of The Kilted Christmas Tree Company.
- We reserve the right to amend all delivery prices and conditions at our discretion and without notice.
Before placing an order, if you have any questions relating to our terms and conditions, or any of our products, please contact our Customer Service team by email, or call us on 01577 865500.