Incorrect postcodes, address details and other contact details can cause unnecessary delays in delivery of your order. Please make sure that all the details are correct on your order as Trees-Online cannot be responsible for any delay or death of product if they are lost or delayed after following your instructions. Please also make sure that if the order is going to someone who may not be aware that a tree is on its way to them that they will be able to receive them. Our couriers will leave your order without a signature so please bear this in mind when ordering for someone else.

Trees-Online cannot be held responsible for delayed deliveries due to factors such as public holidays and/or postal strikes and other factors beyond our control, for example, adverse weather conditions which may occasionally cause delays. In cases such as these, you will be notified.

Where do we deliver to?
Trees-Online supply trees and tree accessories any address in the United Kingdom and the Republic of Ireland.

Free delivery for most of the United Kingdom
All of our prices include free mainland UK delivery, excluding the Highlands of Scotland. Orders placed with a delivery address situated in the Scottish Highalnds necessitate a delivery surcharge. Similarly, orders where the delivery address is to a non-mainland UK address, which will include Scottish Islands, English Islands, Welsh Islands, Northern Ireland and the Republic of Northern Ireland, will incur a delivery surcharge. Please contact us at info@trees-online.co.uk for details of these delivery surcharges. 

Delivery to the EU
It is possible to deliver to Europe, however conditions apply. There is no facility to add special delivery instructions e.g. leave with neighbour for EU deliveries with our couriers. This means they will not leave the package unsigned for, someone must sign for your package. YOU MUST leave a note on your door instructing the driver to leave with one or several neighbours listing their door numbers to ensure the tree is not returned back to us. This note must be placed on your door everyday for 14 days until you receive delivery. 

If you do not do this then the tree will be returned to us and will most likely be dead through lack of water. We cannot accept financial responsibility for returned EU trees that have not survived the journey. We apologise for the inconvenience but courier restrictions have forced us to do this.

The summer months of June, July and August reduce transit times to around 5 days which is on the limit of delivery times for the EU. Placing an order in these times is entirely at your own risk. Should you decide to do so, the tree is very well watered before packaging and will require watering as soon as it is unpackaged.

Delivery outside the EU
It is not possible to deliver trees to any country outside of Europe, for example the United States of America as transit times kill the tree.....so PLEASE stop placing USA orders!

Delivery Time scales
We are not able to offer specific or preferred delivery dates. All orders placed before 12.00 hrs on Monday will be delivered to UK Mainland destinations on Thursday the same week, bank holidays and other public holidays aside. 

Claims
As trees are living, they require constant watering and maintenance, this depending on the time of year . In our experience it is often under-estimated as to how much water a tree requires but on the same token a tree can receive too much water, thus allowing the roots to rot and die. We make sure our trees leave us well-watered. As a result, all trees need to be checked immediately and we need to be notified within 24 hours of delivery if the tree(s) appear to be dying.
Watering the tree immediately on arrival is essential. Our PDF File, which is downloadbale tells you how to look after trees. After this period we can not accept any liability for subsequent death of the tree(s) because of lack of watering or any environmental factor outside of our control. Claims against trees damaged during transit are required within 7 days of delivery. Trees which are the subject of a claim must be kept for the inspection of the carriers. This will in the first instance be a photograph of the tree and secondly we will require the trees returned for inspection so that we can work to ensure that future damages are not repeated. The customer has the right to cancel the order within 7 days from the date of order by given written notice to Trees-Online.

Payment
Our payment service provider is Worldpay. Their details can be found at www.worldpay.com

Returns
If you are unhappy with the tree for any reason please call us first on 0800 043 1057 to either arrange carriage back to us or alternative actions . Should there be an issue with the tree, we will ALWAYS ask for a photograph to allow us the chance to identify the problem to ensure you are not sent another tree with the same problem. 

Packing slips
All products are shipped with a packing slip. This includes the name, address, email address and phone number of the sender. These are useful for couriers or anyone else should the package be lost, misplaced or any other incident requiring someone to know the origin of the package.

We are more than happy to add personal messages to the packing slip but you should be aware that this contains details of the sender. This includes your name, address, email address and phone number.