Where do we deliver to?
Trees-Online supply trees and tree accessories to most addresses in the United Kingdom free of charge with some exceptions and pallet deliveries to EU.
Delivery to the EU
It is possible to deliver to Europe outside of the UK, however conditions apply.
We cannot send single trees in boxes due to the couriers refusing to take live plants and those that do will not offer any sort of insurance.
We can ONLY SEND TO THE EU VIA PALLET DELIVERY. This will be in the range of £85 to £250 per pallet depending where you are. We can fit up to 40 mature trees per pallet depending on species and age. Email us at firstname.lastname@example.org for a firm quote.
The summer months of June, July and August can reduce tree viability to transit times of 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!
Free delivery for most of the United Kingdom
Most of our prices include free mainland UK delivery and are listed as such, excluding the Highlands of Scotland, Scottish Offshore Islands, Grampians, English Islands e.g Isle of Wight, Welsh Islands, Northern Ireland and Republic of Ireland. These attract a postage surcharge.Please contact us at email@example.com for details of these delivery surcharges before placing your order if unsure.
As a Guideline, the following postcodes attract a surcharge before they will be delivered:
Grampians: AB (not 37) click to view this product and then add it to your cart
Highlands: IV (Not 40-56), AB37, KW (not 15-17), PA21-40, PH19 to 41 and PH49, click to view this product and then add it to your cart
Scottish Offshore Islands: HS, IV40-56, KA27, KW15-17, PA20, PA41-49. PA60-78, PA80-88, PH42-44,ZE, click to view this product and then add it to your cart
We know this may seem unfair as you are attached to the UK physically however these are additional charges raised by our couriers, not Trees Online. We reserve the right to apply additional surcharges after you have made your order if our couriers refuse to take the consignment on our standard agreed rate for any reason. Their charges and postcode delivery rates change, sometimes without them telling us and therefore charges listed on our website maybe out of date. We will do everything we can to keep these charges to a minimum.
Cancelling Your Order
We reserve the right to cancel the order at any point and give you a full refund.
We do not take this decision lightly, taking and refunding your money actually costs us time and money but sometimes stuff happens and we are let down by third parties leaving us to resolve the situation.
Some of the many reasons for cancelling your order include weather and pest control problems, change of rules and regulations, quality issues and many more.
If you cancel your order before despatch then we can give you a full refund.
If you cancel while the order is with the courier then we will have to charge you a return fee, again this is raised by our couriers and is usually £10 or more.
Correct Information on your order
Trees Online will only deliver to physical addresses, not to PO Boxes or incomplete addresses. Therefore, it is necessary to include a full and correct postcode otherwise the consignment may not arrive.
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 tree if they are lost or delayed after following your instructions.
We offer no refunds or replacements for any damage or death to a tree caused by incorrect addresses.
Change Of Delivery Address
There maybe a charge for changing delivery address or amending it e.g. incorrect postcode or house number after you have placed your order. This is set by our couriers and is variable, starting at £10. You are liable for any additional charges incurred for changes made.
If the change happens before we send the paperwork to the couriers, we are happy to make the change free of charge.
The ONLY way to ensure your changes have been accepted is to email firstname.lastname@example.org listing your order number and what the changes to be made are and we will reply stating if there is a charge or not and if the changes have been made.
Delivery Time scales
We state 15 working days for delivery of your order to cover the few times a year when evil anti-retail forces such as couriers, weather etc work against us to prevent you getting your order. In reality most get their order delivered 3-7 working days after purchase. Should we be made aware that there is a problem with your order, we will do our utmost to let you know.
EU orders are completely different, we have no idea when it will get to you as our EU suppliers deliver when they see fit.
Sometimes our couriers let us down, we are not liable for their mistakes, poor service and ineptitude.
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. 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.
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 whatever period is stated by current regulation.
Some damage may occur during transit. For the most part this can be pruned out with no negative effects on the tree. The tree will only be replaced or refunded if our tree consultant determines that the damage cannot be pruned out.
If you have a claim for any other reason e.g. tree lost in transit then we need to be notified within 14 days of the expected due date. This is a restriction imposed by our couriers.
Our payment service provider is Worldpay. Their details can be found at www.worldpay.com
If you are unhappy with the tree for any reason please contact us first by going here https://www.trees-online.co.uk/contact_us.php to either arrange carriage back to us or alternative actions. DO NOT SEND PACKAGES TO OUR HEAD OFFICE ADDRESS as they need to be returned to the nursery.
We share it, we are normal people that purchase over the Internet too. The fairest we can be to both parties is as follows: If it is our fault, we will take care of it, if it is your fault, you take care of it. So if your order turns up terminally damaged, we are happy to refund you 100% or send you a replacement free of charge.
If it is not our fault and the product needs to be returned, you will be liable for carriage and packaging costs. The courier will not collect unless suitably packaged and the original packaging is most likely the only acceptable method.
Issues that Mother Nature creates are no fault issues e.g. Powdery mildew, Shothole etc these are purely aesthetic issues and not a cause for concern or return.
Returning Cell Grown Plants
These are usually in the 10-60cm, Volume Trees, Hedging Trees or other category. Some cannot be returned to the nursery for phytosanitary (disease issues usually) reasons. The nursery are guided by a DEFRA list found here https://secure.fera.defra.gov.uk/phiw/riskRegister/downloadEntireRiskRegister.cfm
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.
You are within your rights to refuse delivery of the tree for any reason however there is a return carriage fee for doing so unless the products you ordered are damaged or incorrect. Again, this is a fee charged to us by the couriers.
Recipient different to Purchaser e.g. a gift
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 e.g. a gift, that they will be able to receive them. Our couriers will leave your order without a signature so please check with the recipient asap that all was received. The sooner you check, the more rights you have and the easier it is for us to correct mistakes, make changes etc. If you do not check within 7 days of delivery, it is likely we can only offer good will gestures.
Extended delivery times
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. We will endeavour to notify you if this is the case.