During the order process please give clear instructions for the driver as to where to leave your delivery if no one is in. However, do remember that goods are left at your own risk and we cannot be held responsible for any damage or loss of your tree.
If no one is in to accept delivery, there are no instructions and the driver feels there isn’t a safe location to leave the tree, they will return it to Trinity St, Dorchester and the tree will be available to collect at a pre-arranged time, or, redelivery can be booked at an additional cost of £10 and will be delivered on the next available slot for your area – this could be up to a week later depending where you live.
For ‘Next Working Day’ delivery, orders must be placed before 5.30pm to ensure delivery the following day. This service is strictly dependant on whether we are delivering in your area that day.
RETURNS & EXCHANGES
If for whatever reason you aren’t happy with your tree we ask you to let us know as soon as possible. If you contact us within 48 hours of taking delivery of your tree (and if there is a genuine issue) we will endeavour to replace the tree at the next available delivery slot for your area.
Trees cannot be returned or refunded, except in accordance with your legal rights, for example in the event they are faulty or damaged.
We are so confident that our trees are fresh and of the highest quality, that we offer a unique needle retention guarantee on our reduced needle drop varieties: Nordman, Frazier and Noble Fir. Occasionally – if trees are in a very warm room, or not watered – trees can still dry out in the home during the festive period but needle retention should be maintained.
In exceptional circumstances (about 1 in 1000 trees), we encounter a rogue tree which goes into “shock”, a well known phenomenon where massive needle drop occurs shortly after taking the tree into the home. In these rare cases we will replace the tree free of charge as part of our needle retention guarantee. If you have any concerns regarding the needle retention of your tree, please speak to us and we will provide a replacement.
CANCELLATIONS, AMENDMENTS & REFUNDS
The cancellation right under the Consumer Protection (Distance Selling) Regulations 2000 does not apply to plants.
If you should need to cancel or amend your order, please notify us in writing 24 hours before your delivery date. If you amend or change your order, you may find there are changes to your delivery timescale and/or the price you pay for the item (as you’ll be charged the current selling price on the day you amend or cancel the order).