FAQ

Frequently Asked Questions

How do I track my order?

If you have had an email advising that your order has been dispatched, then you can track your order by using the link in your dispatch email. Alternatively, you can see full tracking information by entering the courier tracking number, sent to your

I need a spare transformer for my pre-lit tree.

If the lights on your pre-lit Christmas tree have stopped working, we're here to help. Please visit our troubleshooting page, which can be found here, and follow the instructions provided. After following the troubleshooting steps, if none of the sec

Can I buy a new stand/bolts if they are misplaced/damaged?

If you've misplaced your stand, or it has broken, you can easily purchase a brand-new stand or bolts directly from us. The prices are as follows:. Bolts: £5. Stand: £15 - £25 (size dependant). If your tree has any other broken parts that need replaci

Hinged vs hook-on branches.

Our Christmas trees offer two main types of construction:. Hinged branches and hook-on branches. Hinged branches are pre-attached to the centre pole of the tree and the entire tree typically comes in multiple sections. Assembly is very straightforwar

Do you sell pre-lit Christmas trees?

We have a range of Pre-lit Christmas Trees on our website with lights already attached to the branches. These lights are professionally installed and hand-sewn onto the branches to ensure they remain securely in place. All that is left to do is add y

Do your trees come pre-decorated?

Our trees are not sold pre-decorated. While the decorations featured in product images serve for visual representation and advertising purposes, they are not included with the tree purchase. It's worth noting that certain trees may come with addition

Can I use my artificial Christmas tree outdoors?

Our standard Christmas trees are designed for indoor use only and will not withstand outdoor conditions. You can easily identify whether a tree is suitable for outdoor use by checking the product description on the website. We have a range of Outdoor

Where are 'Christmas Tree World' trees made?

All of our trees are designed in the UK and manufactured at our factories in China. Where possible, we like to work with local UK based companies.

Snowy tree flocking information.

Our snowy Christmas trees are flocked with an industry-standard, non-toxic cotton which is completely harmless to pets and humans. The 'snow' can become loose in transit. Our trees are sprayed with extra thick snow, so a little debris won’t affect th

I've found loose branch tips, is my tree damaged?

No, your tree is still in perfect condition. Our artificial Christmas trees are hand cut from larger moulds, which means sometimes the off-cuts can fall out. Rest assured, we have a foliage guarantee of 10 years. Find more information on our guarante

How do I measure the height for a Christmas trees?

When it comes to measuring our Christmas trees, start from the stand on the floor and extend all the way to the highest point of the tree. It's important to keep in mind that the sizes listed on our website serve as a guide for measurement. While we

How do I measure the width for a Christmas tree?

The width of your Christmas tree is the diameter of the largest part of the tree. It's important to keep in mind that the sizes listed on our website serve as a guide for measurement. While we strive for accuracy, variations of a few centimetres may

What is the difference between PE & PVC branch tips?

These two materials are PVC (polyvinyl chloride) and PE (polyethylene). Don’t worry, you don’t need a degree in chemistry to understand what these materials are, you just need to know that they look much more authentic than traditional models. Both P

Can I add items to my order?

Of course. If you notice that you forgot to add a product to your order, such as a storage bag or baubles, do not worry. Contact us, and our friendly customer service team will be happy to help:. Live Chat: https://www.christmastreeworld.co.uk/contac

Why should I pre-order my Christmas tree?

Pre-ordering is the best way for you to ensure that you get your favourite tree at the best price. Stock is limited on all of our products, so once it's gone, it's gone. Our most popular products can sometimes all be sold on pre-order, meaning the on

How should I store my artificial Christmas tree?

We recommend using our waterproof and durable Christmas tree storage bags, as they keep your items dry and dust-free throughout the year. Leaving the tree partly fluffed out also makes next year’s assembly much easier. Items are compressed to fit the

How long does delivery usually take?

We aim to deliver all in-stock orders within three working days. Items are typically dispatched the next working day and delivered within 48 hours of leaving our warehouse. Please note, peak-time periods may take slightly longer due to high demand in

If I’m unsatisfied with my item(s) can I return it?

Yes you can, we would be happy to organise a return or exchange if you are not fully satisfied with your order. In order to proceed with a return, you must fill in our returns form here. Please note: All returns must be requested within 14 days of re

Can I get an exchange if I buy the wrong sized tree?

If you have ordered the wrong sized tree and it has not yet been dispatched, you can contact us to cancel your order. You can place a new order for the correct size, and we will issue a refund for the original tree. If you want to exchange the tree a

I am missing an item from my order.

In some cases, orders may be split into multiple packages due to space constraints. If this happens, the remainder of your order is typically scheduled to arrive shortly after the first. You can see the status of your remaining parcels on the courier

Do you have any discount codes?

What should I do if I've missed a delivery?

If you have missed a delivery, you can visit the courier website to select a redelivery option that suits you. You will need to check your tracking information in order to identify which courier was used for your order. Please see below the links to

I need to change the delivery address on my order.

If you need to change the address for your order, please contact us within 24 hours of placing your order with your updated details. We will update the delivery address in our system before the order is dispatched. Unfortunately, if your order has al

My order is taking longer than anticipated to be dispatched.

Peak-time periods may take slightly longer than usual for dispatch due to high demand in the warehouse. If you have not received an email stating that your order has been dispatched, please allow us some extra time, especially during November when an

When will my pre-order item be delivered?

All of our pre-order items are clearly labelled with an estimated date, on which you can expect to receive the item. These are based on the expected arrival of stock to the best of our knowledge. Occasionally, there might be changes due to unforeseen

I have only received part of my order. When will the rest be delivered?

How do I assemble a pop-up tree from your store?

A pop-up tree from our store is designed for quick and effortless assembly. Once you take the tree out of the box, it automatically unfolds into shape. The branches are pre-attached and suspended around a central pole, allowing them to fall into plac

Are your pre-lit trees powered by mains or battery?

All of our pre-lit Christmas trees are powered by mains. We do sell separate Christmas lights that are battery powered, if that is preferred.

Our guarantee information.

We offer a full, 10-year guarantee on all our artificial Christmas trees (excluding fibre optic and blossom trees). This means, should any part of your tree fail due to a manufacturer fault, within the first 10 years of purchase, we'll replace the fa

How do I assemble my Christmas tree?

If you are struggling with the assembly of your Christmas tree, we have a range of instruction manuals in our help desk here. If you need any further assistance, feel free to contact us.

Should I be worried if my transformer plug gets hot?

It is perfectly normal for the transformer plug attached to your tree/lights to get warm, especially when it is plugged in for a prolonged period of time. If it feels too hot to touch, or you can smell burning, please contact us in order to arrange f

I have not received my order confirmation.

If you haven’t received your order confirmation email, please check your junk or spam folder, as it may have ended up there. You can also log into your account on our website to view your order details. If you're still unable to find it, please conta

How do I place a large business order?

If you are looking to place an order for your business, we have a dedicated area on our website designed specifically for you here. Here you will find all our product information and have the option to create a quote for your business order, no matte

What are my payment options?

We offer multiple different payment options at checkout, to give you flexibility when ordering from us:. Credit/Debit Card for a secure and fast checkout. Digital Wallet, like ApplePay or Google Pay, for a quick and easy checkout. PayPal for convenie

What are the light functions for my Christmas tree?

Most of our pre-lit trees have multiple colour/flashing functions. None of our Christmas trees have a dimmable feature. In order to change the light settings, there will either be a button on the back of the transformer plug, or a control box attache

Where can I view your tree selection in person?

As we are an online retailer, there is no official public showroom. However, we do showcase a wide variety of our Christmas trees in our local garden centre:. Golden Days Garden Centre,. Back Lane,. Appley Bridge,. Wigan,. WN6 8RS. You are very welco

How do I order a spare part?

If your tree has any broken parts that need replacing, more often than not, we can send you a spare part to fix it. You will need to contact us in order to fulfil this request. If it is electrical, we provide a 1-year guarantee on our products, so if

How do I cancel/change my order?

You are able to cancel/change any orders on the same day as the purchase. You can contact us to help you with that. If your item(s) have already been dispatched, then we are not able to cancel/change the order as it will already be on its way to you.

What is your return policy?

We want you to be completely satisfied with your purchase from Christmas Tree World. This Returns Policy is designed to be clear and easy to understand and is in accordance with your legal rights under UK law, specifically the Consumer Rights Act 201

Where do you deliver?

UK Mainland:. Christmas Tree World is, for a limited time, offering free Mon-Fri shipping for all UK mainland orders over £50 (excluding orders that require a surcharge.). Other Regions:. UK Other Zones (Channel Islands, Highlands, Isle of Man, Jerse

What should I do if I receive the wrong item?

If you receive the wrong item, please contact us as soon as possible to rectify the issue. In order to proceed with an exchange for the correct item, you must fill out our return form here. Please be sure to attach photos of the incorrectly received

What should I do if I accidentally order multiple items?

If you accidentally order multiple of the same item, please contact us as soon as possible to rectify the issue. If your item(s) have already been dispatched, then we are not able to amend the order as it will already be on its way to you. In order t

Can I get a replacement for a damaged item?

If you receive a faulty item, please contact us as soon as possible to rectify the issue. In some cases, if your tree has any broken parts that need replacing, we can send you a spare part to fix it. If the suitable solution is to send you a new item

Which Christmas tree skirt should I buy?

Finding the suitable Christmas Tree Skirt for your tree can be tricky. There are so many different Christmas tree sizes, and you don't want to accidently buy one that is too small/big to fit around your tree. All the relevant information to identify

Hello, I need help.

For all enquiries, we are available seven days a week, 9am - 8pm. For our Aftersales team:. Tel: 01257 754795. Email: [email protected]. For our Sales team:. Tel: 01257 754795. Email: [email protected]. Alternatively, yo

Why isn't my order showing in my account?

If you have placed an order before creating an account with us then, unfortunately, the order will not be visible when you log in to your account. If you have placed an order using an existing account, then the order will show when you log in. If, fo

How do I rebook a missed delivery?

To arrange the successful delivery of your order, you will now need to confirm with the courier directly your preferred day of delivery. You can also arrange to collect the item from their depot, if that is more convenient. Or perhaps arrange deliver

When will my order be dispatched?

For all in-stock orders, we aim to dispatch within 48 hours of placing the order. If your item is a pre-order, the order will be dispatched within 48 hours of coming into stock. If your items are all in stock, and you have had no communication from u

I'm having issues logging into my account.

If you are facing problems logging into your account, you might be inputting an incorrect email or password. Enter your email and click 'Forgot your password?'. If the email address is incorrect, you will not receive an email. You might need to consi

I am having trouble placing an order.

If you are facing issues with placing a new order, here are some suggestions:. If you are still experiencing trouble, we recommend closing the check-out and re-opening it to try again. Lastly, if the problem persists, you can contact our sales team w

Out-of-Stock item information.

Unfortunately, any item marked as 'out of stock' will not be re-stocked before the end of the current year. We will re-stock all items from January for the following festive season. We recommend ordering as soon as possible to get the best deal, and

Are your Christmas trees fire-retardant?

All of our products have been tested and declared non-flammable with certification. To demonstrate fire safety performance, artificial trees are most commonly tested to EN 71-2, which is the toy safety flammability test. This method assesses the burn

What size tree bag should I buy?

Here is a list of our Christmas Trees, categorised into their respective Christmas Tree Bags. Small/Medium Christmas Tree Bag:. Fibre Optic & Slim Tree Christmas Tree Bag:. Large Christmas Tree Bag:. Extra Large Tree Storage Bag:. Garland & Wreath St

Which couriers do you use?

How long does it take to process a refund?

If you have returned your Christmas tree using our returns portal, our accounts team will issue the appropriate refund once the item(s) have been returned to us. If you have simply had a change of heart after placing an order, we are happy to help ca

Is the pot included with the tree?

Here is a list of trees that are already potted, and have no need to purchase a tree skirt:. The Pre-lit Cairngorm Pine Potted Tree (3ft to 4ft). The Pre-lit Majestic Dew Pine Potted Tree (3ft to 5ft). The Cairngorm Pine Potted Tree (3ft to 4ft). The

What is the lead length for your trees?

All of our trees have an average lead length of 5 metres (give or take.)

Do your Christmas trees come with the wooden surround?

All of our trees come with a supportive stand designed to hold it safely in position (excluding potted trees). Christmas Tree Skirts are not included with tree purchases and are sold separately on our website. Visit Which Christmas tree skirt should

I am missing my tree bag.

If your purchase includes a tree with smaller items, such as a tree bag or lights, this is often inside the largest parcel. If you ordered a bag along with a tree, be sure to check under the folds at the end of the tree box for it, as it is often mis

Are your pre-lit garlands powered by mains or battery?

All of our connectable garlands are powered by mains. We do sell a range of battery powered garlands which can be identified with the 'product description' of the item(s).

Are your pre-lit wreaths powered by mains or battery?

Our pre-lit Christmas wreaths are a mixture of mains and battery powered. Here you can find our mains powered Christmas wreaths. Here you can find our battery powered Christmas wreaths. You can also easily identify which power source is used, by look

Do my lights have a timer function?

None of our Christmas trees have timer functions. All of the battery powered LEDs/wreaths/garlands do have timer functions.

Can I take the lights off my pre-lit tree?

It is technically possible to take the lights off a pre-lit tree, but this is very time consuming and fiddly. These lights are professionally installed and hand-sewn onto the branches to ensure they remain securely in place.

What is the lead length for your garlands?

All of our garlands have an average lead length of 5 metres (give or take.)

Nobody came to collect my return.

If you are returning an item and the courier failed to show up, there is a chance that the driver ran out of time and was not able to fulfil the collection as requested. In most cases, the driver will book your collection for the next working day. If

What is the process for returning an item?

Please check you item(s) as soon as they arrive to ensure everything is satisfactory, as our return window is 14 days from the delivery date.

My parcel is stuck in transit!

You can see full tracking information by entering the courier tracking number, sent to your email, to see the status of your delivery on the following relevant website:. FedEx tracking: https://www.fedex.com/en-us/tracking.html | 03456 070809. Parcel

Can you divert my parcel to an alternative address?

Once your order has been dispatched, it is out of our hands and your delivery address can no longer be changed. If you aren't going to be home to take your delivery, our couriers automatically re-attempt three times before holding your parcel(s) at t

How do I leave a review?

You are welcome to leave a review on any of the following platform below. Trustpilot: https://uk.trustpilot.com/review/www.christmastreeworld.co.uk. BritainReviews: https://britainreviews.co.uk/online-shopping/christmas-tree-world-reviews. You will a

What time will my return be collected?

A courier can come to collect your return item(s) anytime between 9am - 5pm (Mon-Fri). Our couriers do not provide a specific time-slot for collections. If you want to find out some further information, you are more than welcome to contact them yours

Can I change my return collection date?

Of course you can! We would be happy to arrange any day (Mon-Fri); just contact our customer service team to assist you. You can re-arrange your collection date, provided that it is at least two days in advance.

The courier wont deliver my parcel due to 'insufficient address'.

If have noticed that your order is stuck in transit due to the address being insufficient, please contact us as soon as possible. You cannot contact the courier yourself to amend an address, so somebody in our team will have to do that on your behalf

Do I need a parcel label for a return?

If you have selected our courier collection service, you will not need a label because the driver will provide one upon collecting. All that we ask is to cover/remove the original postage label to ensure the parcel is not redelivered back to you. If

Tracking says 'delivered' but I do not have my tree!

If your parcel has been marked as 'delivered', be sure to check the tracking for some further information about where it could be (neighbour/safe space). More often than not, there will be a delivery photo and signature to help you identify the where

Can I collect my order from your warehouse?

Of course you can!. Please contact us as soon as you have placed your order, so that our team can prevent it from being dispatched. We also require a specified date/time so that the warehouse team can get your order all ready for you. The address for

My tree has arrived, but part of it is missing!

Our Christmas trees come in many different components that come together to create your own festive vision!. If you are missing something from the parcel after it has arrived, be sure to empty the box and check under all of the flaps. Also check arou