Delivery information FAQs

When will I receive my order?

Standard Delivery is usually 3-5 working days from order, however due to COVID restrictions and black friday sales shipments may be delayed. Please allow up to 8 working days for our standard delivery service.

Certain products may take longer to be dispatched and this is indicated on their product pages by our 2-man delivery icon.

Once your order has been dispatched, you will receive a dispatch notification email.

Deliveries are usually made Monday to Friday although we may not be able to commit to delivery on a specific day except for larger items which require two-man delivery. You may find it more convenient to have the parcel delivered to a work address and you can opt for this during the checkout process.

Where do you deliver?

We only deliver through out the UK. However, additional charges may apply for deliveries to areas outside of mainland UK, such as Scottish Highlands & Islands, Isle of Man, Northern Ireland, Isle of Wight, the Channel Islands, Ireland, BFPO, and the Rest of World. Before placing an order to be delivered outside of the UK, please contact us https://www.christmastreesandlights.co.uk/contact and ask for a quote.

Please note: it may not be possible for us to deliver to your location if you are outside of the UK.

When can I expect my order to arrive?

The average transit time for most items to the UK is 3-5 working days. During the busy festive period, orders may take longer than 5 working days to be delivered. Your patience at this time will be appreciated, but if you do have concerns that your order is taking too long to arrive, please contact us and we will get an update for you as quickly as we can.

From 23rd November, due to COVID restrictions and black friday sales shipments may be delayed. Please allow up to 8 working days for our standard delivery service.

Some larger products do require a 2-man delivery service, these items are marked with an Icon located on the product page and also state “2-Man Delivery” at checkout. The average transit time for these items to the UK is 5-10 working days.

When will my order be shipped?
Standard Delivery:

Any orders placed Monday – Thursday before 12:00pm are likely to be processed and leave our warehouse the same day. If ordered after 12pm on Friday, your order is likely to leave our warehouse on Monday.

Saturday Delivery:

Orders placed before Friday 12:00pm will be dispatched for the following Saturday, Orders placed after this point will arrive a week on Saturday.

My delivery was late can I have a refund?

Unfortunately on ocassion pacels have been delayed and missed the estimated date specified on the checkout, If your estimated delivery date has been missed please contact us https://www.christmastreesandlights.co.uk/contact and we can investigate into the issue.

Any orders with an addional delivery service charge other than the cheapest delivery method available will be refunded for the unserviced delivery method.

If the item is still due for delivery please refuse the item and contact us and we will attempt to cancel the item. Otherwise please notify us and obtain a RMA (Return Merchandise Authorization).

Product FAQs

How do I find the specifications for your products?

The item specifications are located below the product image when browsing the product page, if you cannot find the information you are looking for or need to enquire about something specific please contact us https://www.christmastreesandlights.co.uk/contact.

Account FAQs

Why can't I see my order on my account?

Any order placed as a guest will not be linked to your account even though the email address is the same. If you require any information or assistance regarding the order please contact us https://www.christmastreesandlights.co.uk/contact.

Order FAQs

How can I find my tracking number?

Depending on the courier your tracking information will either be e-mailed to you or sent as a text message to your mobile phone (as long as you have provided your e-mail address and mobile number when placing your order). If you have not received these details after 2-3 days, please contact our customer service team https://www.christmastreesandlights.co.uk/contact or use our live chat service (Mon-Fri 09:00 – 17:00) and we will provide you with the tracking information.

How do I return an item?

If you wish to return all or part of your order for any reason, you must notify us https://www.christmastreesandlights.co.uk/contact and obtain a RMA (Return Merchandise Authorization).

If you wish to return your item due to damage/fault, you must first send pictures of the damage/fault to support@christmastreesandlights.co.uk before we make a decision on a return agreement.

If you wish to return an item due to a change of mind the goods must be returned unused, in their original packaging and in a re-saleable condition within 14 days of receipt of your goods. We can arrange a collection for you but you may be liable for the cost of return carriage, which will be deducted from any refund. If you opt for us to arrange a collection for you, standard items items will incur a collection charge of £15 and larger items identified as two-man items or bulk collections will incur a collection charge of £60.

If an item on your order is damaged or has a manufacturing fault, please call us within 30 days of receipt of your goods and we will be happy to arrange a replacement, credit note or refund.

If an item on your order has a manufacturing fault within 6 months we will be happy to arrange a replacement or refund up to 100% of the original purchase price upon investigation .

My order has arrived damaged/faulty, what do I do?

Unfortunately the occasional mishap can occur due to transportation or a manufacturing fault, please take a picture of the damage/fault and notify us of the issue within 30 days of receiving the item https://www.christmastreesandlights.co.uk/contact, we will investigate the issue and either offer a replacement or a refund and collection of the item.

How long do refunds take?

We will process your refund within 14 days of the goods being received back to us, or within 14 days of being notified that the goods have been sent back to us. If we do not require the goods back, we will process your refund within 14 days of the refund being agreed. We will refund you back on to the same payment method which usually takes up to 5 working days.

If you paid extra for the service of Priority or Saturday Delivery, the extra charge you paid for either of those services will not be refunded. The only time those extra charges will be refunded is if the Priority or Saturday Delivery service you paid for was not fulfilled.

General FAQs

I have an issue, how do I get in touch?

Please contact our helpful customer services department https://www.christmastreesandlights.co.uk/contact should you wish to discuss any aspect of the order process.

Why have I not received a reply from my email?

Our office opening hours are Monday to Friday 09:00 – 17:00. Any emails sent in over the Weekend will be processed and dealt with from Monday after the Weekend, we aim to deal with all inquiries within 2 working days from receiving the email. We appreciate your patience over busy periods at Christmas. If you would like a more immediate response during working hours, we suggest using our Live Chat feature at the bottom right of your computer screen.

Can you send me a catalogue?

Unfortunately, we do not have any physical catalogues as we are an online retailer only. However, you can view all the products we have on sale on the website. If you are looking for something specific and/or cannot find what you are looking for, our customer service staff are always on hand to help Mon – Fri 09:00 – 17:00. Call 0800 157 7265 or use our Live Chat feature.