CTW Customer Help Center

We use a number of different couriers for delivery of your lovely items.<a href="https://www.parcelforce.com/">Parcelforce</a> |&#xA0;<a href="https://www.fedex.com/en-gb/home.html">FedEx</a> |&#xA0;<a href="https://www.dpd.co.uk/">DPD</a> |&#xA0;<a href="https://apc-overnight.com/">APC Overnight</a> |&#xA0;<a href="https://www.dxdelivery.com/">DX Delivery</a> |&#xA0;<a href="https://www.palletways.com/">Palletways</a> Please note: we use independent couriers to fulfil deliveries, and our customer service team has no control over matters relating to shipping. If you have a complaint regarding a negative delivery experience, please forward it to the courier company directly.

Which couriers do you use?

How do I track my order?

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

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

Hinged vs hook-on branches.

Do you sell pre-lit Christmas trees?

Do your trees come pre-decorated?

Can I use my artificial Christmas tree outdoors?

Where are 'Christmas Tree World' trees made?

Snowy tree flocking information.

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

How do I measure the height for a Christmas trees?

How do I measure the width for a Christmas tree?

What is the difference between PE & PVC branch tips?

Can I add items to my order?

Why should I pre-order my Christmas tree?

How should I store my artificial Christmas tree?

How long does delivery usually take?

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

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

I am missing an item from my order.

Do you have any discount codes?

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

I need to change the delivery address on my order.

My order is taking longer than anticipated to be dispatched.

When will my pre-order item be delivered?

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?

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

Our guarantee information.

How do I assemble my Christmas tree?

Should I be worried if my transformer plug gets hot?

I have not received my order confirmation.

How do I place a large business order?

What are my payment options?

What are the light functions for my Christmas tree?

Where can I view your tree selection in person?

How do I order a spare part?

How do I cancel/change my order?

What is your return policy?

Where do you deliver?

What should I do if I receive the wrong item?

What should I do if I accidentally order multiple items?

Can I get a replacement for a damaged item?

Which Christmas tree skirt should I buy?

Hello, I need help.

Why isn't my order showing in my account?

How do I rebook a missed delivery?

When will my order be dispatched?

I'm having issues logging into my account.

I am having trouble placing an order.

Out-of-Stock item information.

Are your Christmas trees fire-retardant?

What size tree bag should I buy?

How long does it take to process a refund?

Is the pot included with the tree?

What is the lead length for your trees?

Do your Christmas trees come with the wooden surround?

I am missing my tree bag.

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

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

Do my lights have a timer function?

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

What is the lead length for your garlands?

Nobody came to collect my return.

What is the process for returning an item?

My parcel is stuck in transit!

Can you divert my parcel to an alternative address?

How do I leave a review?

What time will my return be collected?

Can I change my return collection date?

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

Do I need a parcel label for a return?

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

Can I collect my order from your warehouse?

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

Arbor Ultima Tree

Arbor Blue Pine Tree

Arbor Vitae Fir Tree

Arbor Ultima Half Tree

Bianca Pine Tree

Black Iridescence Pine Tree

Black Blue Star Fibre Optic Tree

Cairngorm Pine Potted Tree

Foresta Pine Tree

Frosted LED Pine Fibre Optic Tree

Frosted Ultra Mountain Pine

Gold Flower Fibre Optic Tree

Pre-Lit Hanging Upside Down Tree

Italian Pencilimo Tree

Majestic Dew Pine Potted Tree

Majestic Dew Pine Tree

Mountain Pine Tree

Outdoor Ultra Slim Mixed Pine Tree

Pre-Lit Pop-Up Tree

Snowy Pencil Tree

Snowy Scots Pine Tree

Snowy LED Frosted Pine Fibre Optic Tree

Snowy Alpine Tree

Snow White Fir Tree

(Ultra) Slim Mixed Pine Tree

Ultra Devonshire Fir Tree

Pre-Lit Ultra Pop-Up Tree

Ultra Devonshire Half Tree

Ultra-Lit Montagna Fir Tree

Ultra Mountain Pine Tree

Vesuvius Fir Fibre Optic Christmas Tree

Woodland Pine Tree

Woodland Pine Half Tree

White Blue Ripple Effect Fibre Optic Tree

Arbor Vitae Fir Half Tree

Matterhorn Pine Tree

Vanda Verde Fir Tree

Ultra-Lit Potted Montecito Spruce

Ironwood Fir Tree

Outdoor Woodland Pine Tree

Slim Tinsel Pop-Up Tree

Instruction Manuals | User Assembly Guides

Pre-Lit Christmas Tree Troubleshooting Guide

Tree Branch Fluffing Guide

Christmas Tree World Guide

Christmas Tree World Video Library

Remote Control Lights Troubleshooting Guide

Guides, Videos & Troubleshooting

Which couriers do you use?Updated 4 days ago