We inspect a tree before it leaves us to make sure it’s in good condition. If we sent you something you hadn’t ordered or your tree is damaged in transit, please contact us immediately informing us of the problem via our website.
Please note you cannot ask for a refund if you have changed your mind because you have tried the tree and decided you don’t like it. Orders cannot be cancelled once you receive your tree.
If despite our efforts the tree is in bad condition within 7 days of purchase please send a photograph of the tree in situ showing the stand and foliage with your details using our contacts page. Once we’ve determined the cause of the problem we’ll endeavour to replace it or refund you. This guarantee does not include damage where the care guidelines set out on our website have not been followed. Also, because these are beyond our control, we cannot be responsible for any airborne pests such as aphids.’