Customer Service
Customer Service
Contact Details
Christmas Tree Company Online Limited trading as The Christmas Tree Company (christmas-tree-company.co.uk)
- Telephone: 0845 834 0343
- Email: info@christmas-tree-company.co.uk
- Address: 44 Alstonfield Road, Liverpool, Merseyside, L14 0PJ
- Trading Hours (Hours of Business): Monday-Friday (10:00am - 8:00pm), Saturday (10:00am-4:00pm), Closed Sunday.
- Shipping & Delivery
- Privacy & Security
- Ordering
- Pricing & Promotions
- Viewing Orders
- Updating Account Information
- Returns, Replacements & Cancellation
- Shipping & Delivery
- We make every effort to get orders delivered to you within 5 days or on a specified date if required, however due to reasons beyond our control this is not always possible. We will inform you if we know of any expected delays or problems. Further delivery information Return to Top
- Privacy & Security
- Our Commitment to Privacy
With your permission (subscription upon registering), Christmas Tree Company will use your contact information to contact you from time to time with special offers, upcoming promotions, or an update on the progress of your order via email. We never give your information to any third party. We are committed to protecting your privacy and adhering to the principles of The Data Protection Act 1998.
The Information We Collect:
This notice applies to all information collected or submitted on the Christmas Tree Company web site. On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages are: Name, Address, Email address, Telephone number, Credit/Debit Card Information. We do not share you details with any third parties except, your name and address for the delivery of your order.
On some pages, you can submit information about other people. For example, if you recommend our web site to a friend, you will need to submit the recipient's email address. In this circumstance, the types of personal information collected are: Name and Email Address. Read full Privacy Policy, Read full Security Policy Return to Top - Ordering
- Buy Online
Buy online using our secure server 24 hours a day. Just click the relevant BUY buttons and your product/personal details will be securely recorded at the checkout.Email
Via e-mail to sales@christmas-tree-company.co.uk , For security reasons we will contact you via telephone to gather payment details.Post
By post. Print out our Order Form, fill it in and post it to the FREEPOST (no stamp needed) address below:
44 Alstonfield Road, Liverpool, Merseyside, L14 0PJPhone
Telephone 0845 843 0343 between 10.00am -8.00pm 6 days a week (Saturdays 10.00am - 4.00pm). Return to Top - Pricing & Promotions
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We reserve the right to remove and amend products and prices on the Christmas Tree Company website without notice.
If you have selected to receive our news letter, from time to time we may email you regarding price changes, promotions and informing you of any new products
All content and design on the Christmas Tree Company website (excluding other professional content) is the exclusive copyright of the Christmas Tree Company and Optimas Internet Solutions Ltd.
All sizes are approximate and may vary from sizes listed. Colors may vary from those shown in the images.
As Christmas trees are a natural product we cannot be held responsible for slight color and shape irregularities.
Return to Top - Viewing Orders
- You can view any order you place online, we will provide you with a tracking number with which you can use to follow your orders progress. Return to Top
- Updating Account Information
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It is you, the customers responsibility to ensure that you have entered the correct details necessary for successful completion on any order, i.e. delivery and contact details. If you have entered incorrect details and an order is sent to an incorrect address we will endeavor to arrange a re-delivery, however this will incur an additional delivery charge - you will also be charged for any additional costs. You can update your account at any time, however you must contact us in the event your changes impact upon the delivery of any orders placed.
Return to Top - Returns, Replacements & Cancellation
Please contact us regarding any returns. We endevour to make the returns process as swift as possible, however from time to time delays may occur. In the event of returns due to damage, we may require some photographic evidence to determine where damage originated from i.e. in transit. If there has been a change of mind, it is the customers' responsibility to meet all costs of the returned delivery and to take care that goods returned are in the same condition as when we despatched them.
Change of Mind
The Christmas Tree Company are wholly compliant with the Consumer Protection (Distance Selling Regulations) Act 2000, which allows for a 7 day "cooling off" period. If the unlikely event that you decide to return an item due to a change of mind then you must contact us first either via our contact form or via telephone anytime up to 7 working days. The 7 day ‘cooling off’ period begins the day after taking deliver of your purchase form The Christmas Tree Company.
Once we have confirmed that the goods can be returned either via email or telephone, you must ensure that the item returned is in an unused and perfect re-saleable condition. The item must be returned complete with all the original packaging and instructions that where sent to you, otherwise we will be unable to refund you.
Upon satisfactory receipt of the goods we shall issue a refund for the cost of the goods only, EXCLUDING ANY DELIVERY CHARGES THAT YOU HAVE PAID, either by cheque or the original method of payment. However, YOU WILL BE RESPONSIBLE FOR THE COST OF RETURNING THE ITEM BACK TO US. If our courier collects the item on our behalf from you then we shall deduct a collection fee specified to you from the price you paid, the balance shall be paid via refund to you.
In cases where you arrange your own deliver back to The Christmas Tree Company we strongly recommend that you obtain proof of postage in the form of a signed receipt or signed collection/delivery notification from your courier. We would also recommend using a ‘tracked’ method of delivery.
Unfortunately we regret that in the case of personalised, hand finished or any other bespoke products we are unable to provide a refund on these items. Such items are excluded from the Distance Selling Regulations Act 2000. If you are in doubt about placing an order for a personalised product then please contact us and we will be glad to assist you and provide further details.
Damaged Goods
The Christmas Tree Company policy on returns does not affect you Statutory Rights as a consumer. If the goods are received damaged then we will offer you a full refund or if you prefer an alternative product. In such as case please contact us by phone on 0845 843 0343 or contact us via our website Contact Us form. Signing for any item upon receipt confirms that the goods where delivered in good condition, however if the contents of an unopened box are damaged we ask that you contact us within 24 hours of signing. We are unable to entertain any claim for damaged goods after this time period.
Upon confirmation of damage, confirming all our terms have been met, we will then decide the most cost effective method for returning the product back to us. Once we have decided the method of return we shall pay for the reasonable return carriage of the goods.
When returning an item back to us please enclose all the packaging, instructions, leaflets etc that came with the product, together with a brief written explanation of the fault. If you decide to arrange your own delivery again we strongly recommend that you obtain proof of postage in the form of a signed receipt or signed collection/delivery notification from your courier. We would also recommend using a ‘tracked’ method of delivery. If the item goes missing upon return, we may not be able to issue a refund or postage refund without this proof.
In the case of personalised products or any item that has been made to your specification, we regret that we are unable to provide a refund on these items. Such items are excluded from the Distance Selling Regulations Act 2000. If you receive such an item that has been damaged then will repair or replace the product. Where this is not possible, a full refund will be offered.
Faulty Goods
In the rare and unlikely event of your item developing a fault, our policy for faulty items is set out as follows: If your product develops a manufacturing fault within 7 days of accepting delivery we will offer you a full refund or a replacement item.