f.A.Q.

Frequently asked

What are non-drop trees?

The Nordman Fir. Of course, no tree will retain all of it’s needles, but if your Christmas tree is cared for correctly these varieties will look full well into the new year.  We will also be sending a packet of tree food with your order to help keep your tree as fresh as possible.

Do the trees have roots on?

No, our trees are cut where the trunk meets the ground. Trees that are dug up are unlikely to survive when re-planted. If you want a tree with roots, you can order a pot-grown tree (currently only up to 3 or 4ft).

Do the trees come with a stand?

Not as standard, but you can order a Christmas tree stand from us, choose one of our special offers, or go old school and use a bucket and bricks 

What size tree should I get?

Obviously it depends on where you’re putting it. You also need to keep in mind that if you’re using a stand, this will add a little more height to the tree. A typical ceiling is around 8’ (apparently!).

Is it normal for the tree to lose some needles when I first open it?

Trees naturally shed needles all year round, so a few needles on the floor is nothing to worry about. However, if your tree appears to be shedding excessively it could be too dry. Ensure it is watered, away from heat sources and air conditioned rooms. Please contact us within 48 hours of delivery so that we can make a note of this which will impact your eligibility for a replacement. Signs of a dried out tree
– Colour is faded
– Bark of the outer twigs are wrinkled
– The green, exterior needles easily fall when touched,
It is excessively dry and has not been watered enough.

Can you put my tree up for me?

As we delivery via a third party courier, unfortunately that’s not something we’re able to help with at the mo. One day hopefully we’ll have elves across the nation!

DELIVERY

Where can you deliver to?

We deliver to anywhere on the UK mainland.  Our specialist deliveries with the ability to choose a timeslot are only currently available in London and some parts of Kent.

How fast is delivery?

Our free delivery service is next-day, but weekday only. If you want your tree for Monday, it will be dispatched on the Friday before. Your order must be made by 72 hours before the preferred delivery date.

Can you deliver on weekends?

Yes, we can deliver on weekends in London and East Kent when booking with our specialist deliveries, but the national courier can only deliver on a Saturday. The price will be available at the checkout.

Can I choose the time of delivery?

Unfortunately, as we deliver through a partner courier we’re not able to offer this service to everyone but we can in London and some parts of Kent.

How do I know if there is an update on my delivery?

Customers receive a link via text and email when the drivers leave the depot.

OTHER STUFF

Can I pick a tree?

Yes! You can visit any of our pop-up shops to pick a tree in the flesh.

We are a Charity and would like a free tree, is this something you do?

Yes!  We have a limited amount of trees to donate to Charities every year, please do get in touch to see if we can help

Do you sell trees wholesale?

Yes, we can help supply trees wholesale. Contact us to discuss.

Return and Refund Policy

Thanks for purchasing our products at clickmastrees.com operated by Clickmas Trees Ltd.

Due to the nature of our business and products we sell, items that expire sooner than 1 month from the date of the purchase are not eligible for a refund.  If you have purchased a tree by mistake please contact us before dispatch and we will be happy to cancel your order and issue you with a refund.

For any other items to be eligible for a refund, you have to return the item you have purchased to us within 7 calendar days of the purchase. The item must be unopened and in its original condition. Contact our customer services department to get a free shipping label.

Non-perishable goods: (stands, lights and decorations) we can accept returns of these goods if kept in the original packaging and in a resalable condition.  You must send the item back to us at:

Unit 5 Stour Valley Business Park

Canterbury

Kent

CT4 7HF

Before a refund can be issued.

Perishable goods: (trees) we can not accept returns of any fresh-cut Christmas tree.  In the unlikely event that there is a problem with your tree, please inform us within 48 hours and we will endeavour to replace this for you.

If anything is unclear or you have more questions feel free to contact our customer support team.

OUR PRODUCTS

Trees

STANDS

LIGHTS

DECS