Customer Service

Frequently Asked Questions - Trees

 1. What size trees do you sell?

We have trees available to sell from 3ft up to 60ft in height. We also have a wide variety of trees available including Norway Spruce, Nordman Fir and Douglas Fir to name but a few.

2. Do Real Christmas Trees sell Wholesale Christmas Trees?

No, we do not sell trees wholesale. For your nearest wholesale supplier, please contact British Christmas Tree Growers Association and they will be happy to assist you.

3. When do you sell Christmas Trees?

We sell Christmas Trees all year round. The only time that we are unable to deliver any Christmas Trees are between May and July - This is the growing season for our Christmas Trees and they are not ready for delivery. 

4. How wide will the Girth of my Christmas Tree be at the widest point?

Christmas Trees are a natural product and all trees will grow in different ways. As a general rule, we estimate that the Girth of a Christmas Tree will be between about a 1/3 and 1/2 of the height. E.g. a 10ft Christmas Tree will have a Girth of between 3.5ft and 5ft at its widest point.

5. Can you use Cinco Christmas Tree Stands outdoors?

Cinco Christmas Tree Stands are designed for Indoor use and we do not recommend using them for Outdoor Use.

6. When should I purchase my Christmas Tree?

We would recommend ordering your tree as soon as possible - this is certainly the case for large trees of 15ft in height and above as we need to plan these into our delivery schedules.

7. When should I take delivery of my Christmas Tree?

The answer to this question depends on whether the tree is being used Indoors or Outdoors. If the tree is to be used Outdoors, you can take deliver at the start of November and the trees will be fine until after Christmas.

If the trees are to be used Indoors, we would suggest that Norway Spruce will last for approximately 3 weeks, whilst Nordman Fir (Low needle drop trees) will last a little longer. With both types of tree, it is important that they are kept away from Heat Sources and kept well watered at all times in order to maximise their life expectancy. 

8. Where should I keep my Christmas Tree Indoors?

Christmas Trees should be kept in a cool place and away from any Heat Source E.g. Underfloor heating, radiators and fires etc. Trees should also be kept well watered. Did you know that an average Christmas Tree can use as much as 3.79 litres of water per day!

9. Should I trim the base of my Christmas Tree?

After a Christmas Tree is cut down, the Christmas Tree will naturally form a layer of SAP to seal their cut surface - This can prevent water absorption. If you remove approximately 1/2 inch from the base, this will assist the Christmas Tree.

10. I have just opened my Christmas Tree and the needles are brown at the bottom of the tree and there are loose needles. Is this normal? 

This is normal. When a christmas tree is wrapped up by us, you will be looking at the underneath of the needles. These needles have never received any sunlight, hence the reason why the needles are brown.  Once you unwrap your Christmas Tree you will see that that needles are Green. All of our Christmas trees growing in our field look exactly the same as this.

Occasionally when you unwrap your Christmas Tree, you will find loose needles - again this is normal as Christmas Trees regularly lose their needles all year round.

If, however, you find that your Christmas Tree is dropping needles excessively in the first few days of receipt, this may indicate that your Christmas Tree is too dry and will need to be watered and moved away from any heat source.

11. How are your Christmas Trees Measured?

Our Christmas Trees are measured from the base of the tree up to the crown of the Christmas Tree. We do not measure to the top of the tree. 

 Frequently Asked Questions - Deliveries

1. How are your Christmas Trees delivered?

Generally, Christmas Trees up to 12ft in height are delivered by our third party Courier service - DX. 

Trees from 12ft in height up to 20ft in height are delivered by our own specialist delivery vehicles. These are deliveries on a flat-bed vehicle, so assistance or equipment may be needed in order to unload and manoeuvere your Christmas Tree.

For Trees from 20ft in height to 60ft in height, we generally use heavy duty lorries with cranes to deliver your tree. This is a specialist delivery service.

2. Will you install our Christmas Tree when you deliver it?

Unless we have quoted otherwise, all prices are for kerb-side delivery only. We will not install Christmas Trees in stands unless the service has been requested and paid for.

In any case, we do not offer installation services fro Christmas Trees less than 20ft in height.

3. Can you guarantee delivery of my Christmas Tree on our Chosen date?

We cannot guarantee delivery on a chosen date, but we do make every effort to deliver your tree by the date required.

If there is likely to be a problem with us delivering your Christmas Tree to you on your Chosen date, we will contact you in order to notify you of any issue.

4. What happens if we are not in when the delivery is going to be made?

All of our delivery teams should contact you in the event that you are not in to take delivery and they should ask you where you want your Christmas Tree to be left.

All of our delivery teams are instructed to leave your Christmas Tree in a safe place e.g side of house or on your drive.

5. How are Christmas Tree lights, decorations and other accessories delivered?

As a general rule, all Christmas Tree lights and decorations are delivered seperately to your Christmas Tree and are quite often delivered in advance so that you have the items ready for when your Christmas Tree arrives.

Christmas Tree Stands are delivered with your Christmas Tree.

RETURNS

We carefully select and package our products and hope that you will happy with your purchase. There may be times, however, when you feel you will need to return items to us

If you are unhappy with any product you may return it - unused, unopened and in its original packaging - within fourteen days for a full refund. This amount excludes all delivery costs. This does not apply to perishable items E.g. Real Christmas Trees. The cancellation right under the Consumer Protection (Distance Selling) Regulations 2000 does not apply to plants.

Please note that we are unable to issue refunds for Real Christmas Trees, unless damaged, as they are perishable items and are cut to order. If a Christmas Tree is damaged, we will endeavour to replace the Christmas Tree free of charge within three working days.  We cannot issue refunds for decorations or other items that show evidence of having been used or on custom made products unless they are faulty.

If you send a product back for an exchange, we will charge you for shipping the new product back to you. Return shipping costs can only be refunded where we have sent the wrong goods in error.

What to do if you have received defective goods (excluding Real Christmas Trees):

If the goods are damaged upon receipt, please contact us on 0345 604 8366 or [email protected] within fourteen days of delivery. If your item is a damaged christmas tree, then you must contact us immediately upon receipt due to this being a seasonal and perishable item. We will endeavour to respond to you within 48 hours.

We aim to replace any defective items with replacements. If this is not possible we shall issue a refund. Exchanged items will only be sent after we have received the defective item back from you in its original packaging.

The address for returns is below.

Returns Instructions:

For all returning goods, please include a cover note, explaining what action you would like us to take, as well as your name, address, order number, and original proof of purchase. Make sure that the goods are packaged safely and securely, using the original packaging if possible, and that you use a signed service with adequate insurance to cover the cost of the goods being returned.

Please note that responsibility for any product returned remains with you until such time as we receive it and a member of our staff has signed for the receipt of goods. If you send a product back for an exchange, you will be charged for shipping the new product back to you.

Returns Address:

Real Christmas Trees Limited

Whitlocks End Farm

Bills Lane

Shirley, Solihull

B90 2PL

Contact Us

Phone Numbers:

Sales Team: 0345 604 8366

Corporate Department: 0345 604 8366
(Opening Hours: Mon - Friday 10.00am - 5.00pm 25th August to 17th December )

Enquiries outside this time by email only please.

E-mail:

General Enquiries: [email protected]

Office Address:     

Real Christmas Trees Limited

Office at rear

643 Haslucks Green Road

Shirley

Solihull

B90 1DF

Real Christmas Trees Limited - Registered Office: Whitlocks End Farm, Bills Lane, Shirley, Solihull, B90 2PL 
Registered in England and Wales
Company Registration Number: 07181839 -
VAT No: 988 4880 39