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Frequently asked questions

General

Merchandise (Home, Garden, Gifts, Books and Toys)

Woodland Dedication

Dedicate a tree

Trees

Urns and ash keepsake jewellery

 

General

Q. Why do I need to re-register on the new shop?
A. Re-registration is required due to new General Data Protection Regulation (GDPR) guidelines that came into force on May 25 2018. We'd love to keep in touch with you about our news, appeals, campaigns, events, products and how you can get involved - re-registration makes sure we have the right details and the correct permission so that we can contact you in a way you wish us to.

Q. Why do you want me to stay in touch?
A. Support from people like you makes a huge difference to our work helping woods and trees. We'd love to keep in touch with you about our news, appeals, campaigns, events, products and how you can get involved. We will keep your details safe and never sell them. Our online privacy statement explains all. However you can change the way you hear from us at any time – just email supporters@woodlandtrust.org.uk or call 0330 333 3300.

Q. Can I return the goods if I don't like them?
A. Yes (with the exception of personalised and perishable products), please visit our returns page to find out how.

 

Merchandise (Home, Garden, Gifts, Books and Toys)

Q. If you run out of stock for multipack orders will you be replacing with substitutes?
A. We will substitute stock if we are permanently out of stock or we expect the stock delivery to take more than 7 days to be delivered.

Q. Can I return the goods if I don't like them?
A. We hope you will be delighted with your purchase, but if not please return your goods within 30 days for a full refund to: Woodland Trust, Freepost, Admail 4126, Grantham, Lincolnshire, NG31 6ZX.

Q. Can I return substituted goods if I don't like them?
A. Yes, you can. Return them within 30 days to Woodland Trust, Freepost, Admail 4126, Grantham, Lincolnshire, NG31 6ZX.

Q. Why do I have to pay extra postage for 'Walk in Woods' and 'Tree' books?
A. These are bulky and heavy and the standard postage charges will not cover the costs of sending these items.

Q. When is the last date I can order goods to guarantee UK delivery for Christmas?
A. Merchandise orders received before 21 Dec are guaranteed delivery for Christmas. Jigsaws are excluded from this - the last order date for Jigsaws is 13th Dec.

 

Woodland Dedication

Q. How do I dedicate online?
A. Our online shop provides a way to dedicate woodland online. You can dedicate with a single donation by choosing the quarter acre, acre with bench, are with a post or existing bench that you’re interested in. You can dedicate larger areas by selecting multiple quarter acres. These don’t have to be next to each other, but do have to be in the same grove.

Q. How do I choose the wood I want my dedication to be in?
A. Woodland dedications are available in many of our woods but because every wood is unique, not all dedications are available in all woods. The map shows all Woodland Trust woods that dedications are currently available in. Some woods have multiple groves for dedications so you are able to choose which grove as well.

Please note that on very rare occasions woods may become unavailable for dedication. We do apologise for any inconvenience this may cause. If this affects your choice, we will inform you as soon as possible and help you select an alternative wood.

Q. Can I dedicate woodland outside of woodland dedication groves that are shown on the map?
A. Woodland dedications are only available in the designated woodland dedication groves. If you feel there is an area of the country where dedications should be available and they are currently not, please let us know.

Q. Can I dedicate single trees?
A. Yes, the Woodland Trust offers a specific scheme for dedicating single trees in woodland sites around the UK.

Q. If I order a quarter acre dedication or more, how will I know which trees are mine?
A. We'll mark the quarter acre dedication on your detailed map which you will be able to use to find the dedicated area. No markers are placed within the woodland as we try to keep our sites as natural as possible.

Q. If I dedicate a pre-installed bench what condition will it be in?
A. All of our pre-installed benches are placed into one of three condition categories, which is then reflected in the dedication price. The three categories are:
Excellent: As new; £2,000
Very Good: Some minor signs of wear; £1,750
Good: Visible signs of wear but still usable; £1,500
You will be made aware of a bench’s condition during the dedication process. Pre-installed benches are reviewed on an annual basis to ensure the stated condition is still correct.

Q. Is the land around a pre-installed bench already dedicated?
A. The acre surrounding a pre-installed bench is not dedicated and will not be made available for dedication.

Q. Can I dedicate the land around a pre-installed bench?
A. The acre surrounding a pre-installed bench is not available for dedication. If you would like to dedicate a bench and acre choose our new bench and acre option.

Q. Can I dedicate a new bench without an acre?
A. New benches are only available for dedication with an acre. If you would like to dedicate a bench without an acre chose our pre-installed bench option. Pre-installed benches that are listed as being in excellent condition are almost as new.

Q. If I dedicate an area of woodland, can I plant trees, or have trees planted in it?
A. No. The woods we use for dedication purposes are already planted; indeed most of them are mature and we would not permit the planting of more trees. This is partly because we would be unable to nurture them in the vital first three years and also, spaces left in woods are usually left on purpose to provide meadows and grassy rides for both people and wildlife to enjoy and for natural regeneration. As many of our sites are ecologically fragile we also do not allow the planting of flowers or bulbs.

Q. Will the Woodland Trust carry out any works in woods available for dedication?
A. It is the Woodland Trust’s responsibility to ensure woods are maintained in a safe condition and where possible improve the structure for biodiversity and enhance their resilience. As part of this remit the Woodland Trust may have to carry out forestry works in woods available for dedications. We will endeavour to minimise the impact to dedicated areas wherever possible and ensure that any benches or posts will either be protected during operations or where these have to be removed will be well cared for and subsequently returned safely to the wood in the same location whenever possible.

Q. When will you plant my trees?
A. The trees are already growing. Dedications are made available in woods of all ages but the majority of the woods available have trees aged from 10 years on.

Q. If I buy a bench, or have one made for me, can I put it in one of your woods?
A. The Woodland Trust already offers four choices of bench design in carefully selected woods at a price aimed to reflect the cost of both the bench and its installation, looking after the bench and the surrounding acre for the future, and maintaining the pathways leading to it. For this reason, and on safety grounds, we are unable to accept offers of benches or other furniture. As a conservation organisation our primary aim is to create new woodland and manage our existing woodland. In order to keep our woods as natural as possible we have to restrict the numbers of benches and grove posts, and at the same time raise funds to help us look after them and achieve our core aims.

Q. What happens if my bench or post is damaged?
A. If a dedicated bench or post is damaged within 10 years of installation so it is unusable we will replace it at our cost and inform you of such. If this happens 10 years after the installation date we will ask you for a donation to cover the cost of replacement. If you are unable, or do not wish to cover this cost the Woodland Trust reserves the right to remove furniture. We will return the plaque to you if wanted. If we do not hear from you, the plaque will be kept at our head office for a period of 1 year. Any areas that were dedicated alongside the bench or post will remain dedicated in perpetuity.

Q. What happens if my pre-installed bench is damaged after dedication?
A. If a dedicated pre-installed bench is damaged to the point that it is unusable, we may replace it at our cost, depending on how many years have passed since the dedication was made. The associated time period varies depending on the condition of the bench at the time of dedication.
The number of years (after date of dedication) for each grade are:
Excellent: 8 years
Very Good: 7 years
Good: 6 years

We will inform you should your bench be replaced.

If your bench is damaged to the extent that is unusable outside of the above time periods, we will ask you for a donation to cover the cost of a replacement. If you are unable, or do not wish to cover this cost the Woodland Trust reserves the right to remove furniture. We will return the plaque to you if wanted - if not, we will keep it at our head office for a period of one year. Any areas that were dedicated alongside the bench will remain dedicated in perpetuity.

Q. I have dedicated woodland before and would like the same wood and cannot see it on your map?
A. Woodland dedications are only available in woods currently shown on the online shop. All of our sites have been thoroughly reviewed for their dedications suitability. The woods made available for dedications have been selected based on the quality of visitor experience they provide and ease of access. We are making improvements across our sites and will potentially be making new woodlands available for dedication as soon as they are suitable.

Q. When will I receive my email certificate?
A. Email certificates are sent as soon as you have submitted your online dedication, though due to circumstances beyond our control they may occasionally take several minutes or possibly even hours before they arrive in the recipient's inbox. If you or another intended recipient do not receive it, then please email us at dedications@woodlandtrust.org.uk or call us on 0330 333 3300 providing full details of your donation. A copy of your donation confirmation is always helpful.

Q. What size will my e-mail certificate be if I print it?
A. The size of your email certificate depends on your printer settings. For best results we suggest printing as an A5 certificate.

Q. How much is delivery?
A. All dedication donation packs are sent with free postage and packaging, but please be aware that any additional goods ordered alongside will be subject to our standard postage and packaging charges and may be dispatched separately.

Q. Will you print my name on the certificate?
A. We only print on the certificate the wording you enter for the dedication.

Q. I have made a mistake on my dedication - what should I do?
A. Please email us on dedications@woodlandtrust.org.uk or call us on 0330 333 3300 with your order details and tell us what you would like correcting. Regrettably we are unable to change any mistakes made on the personal message on the certificates.

Q. Can I have the address of the wood to put in my satellite navigation system?
A. Woodland Trust woods do not have postal address as there is no building on the site. It is therefore not possible for us to provide this for you. We suggest using the nearest road name.

Q. Will there be signs directing me to the wood?
A. No, we do not put any signage on the roads giving directions. You will need to use the Ordnance Survey map and directions on the back of the wood information sheet that accompanies your certificate to help you locate the wood. You will see Woodland Trust signage on all gates and some entrances may also have Information Boards.

Q. Does the Woodland Trust offer woodland burials?
A. The Woodland Trust does not currently offer a woodland burial scheme. For details of local councils and other organisations that operate such schemes, you may wish to contact the Natural Death Centre which has a complete and regularly updated list of around 200 schemes available in the UK:

The Natural Death Centre
12a Blackstock Mews
Blackstock Road
London
N4 2BT

Tel: 0871 288 2098
Email: contact@naturaldeath.org.uk

www.naturaldeath.org.uk
Otherwise, please contact your local authority direct.

Q. Do you allow ashes to be scattered in your woods?
A. We are grateful that people would like to respect their loved ones wishes by scattering their ashes within a woodland setting, and choose a Woodland Trust wood to carry out their wishes.

However, many of our woods are home to rare and vulnerable species, and as such, each wood has to be managed on a site-by-site basis, requiring a sensitive approach. Scattering ashes can upset the delicate balance of woodland ecosystems and be damaging to sensitive species. Therefore we politely ask people to refrain from scattering ashes in our woods. There are other ways to remember a loved one at our woods. We offer a range of personalised, lasting tributes through our Dedicate A Tree and Woodland Dedication options, as well as our in-memory urns and ash keepsake jewellery range. If you would like to discuss one of the products in our in-memory range or a dedication in memory of a friend or family member, then please feel free to contact us.

 

Dedicate a tree

Q. When will I receive my email certificate?
A. Email certificates are sent as soon as you have submitted your online dedication, though due to circumstances beyond our control they may occasionally take several minutes or possibly even hours before they arrive in the recipient's in box. If you or another intended recipient do not receive it, then please email us at dedications@woodlandtrust.org.uk or call us on 0330 333 3300 providing full details of your donation. A copy of your donation confirmation is always helpful.

Q. What size will my e-mail certificate be if I print it?
A. The size of your email certificate depends on your printer settings. For best results we suggest printing as an A5 certificate.

Q. When will I receive my paper certificate?
A. We aim to dispatch postal Dedicate a Tree packs within 3 working days of receipt of donation by 2nd class post. Please note that occasionally, circumstances beyond our control could affect delivery times. If your dedication is time-sensitive, you may want to check the despatch date with our customer service team at the time of making your donation. We are unable to fulfil requests for same-day delivery.

Q. How much is delivery?
A. All tree dedications are sent with free postage and packaging, but please be aware that any additional goods ordered alongside will be subject to our standard postage and packaging charges and may be dispatched separately.

Q. Will you print my name on the certificate?
A. We only print on the certificate the wording you enter for the dedication.

Q. Can I dedicate two trees?
A. You can dedicate any number you wish, whether online through this shop, or over the phone by calling 0330 333 3300 between 9am and 5pm Monday to Friday. If phoning, please have your words of dedication ready.

Q. I have dedicated 3 trees. Can I have 3 separate certificates?
A. No, all the trees in each dedication are linked to one dedication, certificate and wood. You will need to make three separate transactions for single tree dedications if you require separate certificates.

Q. Can I choose where my dedication is?
A. We have a wide selection of woods which are advertised in our current leaflet and on our online shop. Areas for dedication include both recently planted and mature woodlands. Some Woodland Trust woods have multiple tree dedications groves in which you can choose to dedicate trees.

Q. Can I dedicate trees outside of the tree dedication groves shown on the map?
A. No, tree dedications are only available in the designated tree dedication groves.

Q. Will I know which particular tree has been dedicated?
A. In order to keep our woods as natural as possible, trees are not marked or labelled in any way, nor is the area of dedication marked on the ground. However, we provide wood information sheets for each of our specially selected dedications woods and these include a map of the wood showing the area where the trees are dedicated.

Q. Can I choose which species of tree?
A. No, in order to keep our woods as natural as possible we do not mark the individual trees therefore it is not possible to be specific with regard to the species of tree dedicated for you. Our woods contain a wide variety of native broadleaf trees and the grove descriptions may give you further detail about the species within. With your certificate you will also receive a wood information sheet for your selected wood that will detail some of the species planted.

Q. Will the Woodland Trust carry out any works in woods available for dedication?
A. It is the Woodland Trust’s responsibility to ensure woods are maintained in a safe condition and where possible improve the structure for biodiversity and enhance their resilience. As part of this remit the Woodland Trust may have to carry out forestry works in woods available for dedications. We will endeavour to minimise the impact to dedicated areas wherever possible.

Q. Are the woods all open to the public?
A. Yes, Woodland Trust woods are open free of charge for the public to enjoy.

Q. Can I scatter ashes in the wood?
A. We are grateful that people would like to respect their loved ones wishes by scattering their ashes within a woodland setting, and choose a Woodland Trust wood to carry out their wishes.

However, many of our woods are home to rare and vulnerable species, and as such, each wood has to be managed on a site by site basis, requiring a sensitive approach. Scattering ashes can upset the delicate balance of woodland ecosystems and be damaging to sensitive species. Therefore we politely ask people to refrain from scattering ashes in our woods. There are other ways to remember a loved one at our woods. We offer a range of personalised, lasting tributes through our Dedicate A Tree and Woodland Dedication options, as well as our in-memory urns and ash keepsake jewellery range. If you would like to discuss one of the products in our in-memory range or a dedication in memory of a friend or family member, then please do feel free to contact us.

Q. I have dedicated trees before and would like the same wood and cannot see it on your map?
A. Trees are only available to be dedicated in woods currently shown on the webshop.

Q. I have made a mistake on my dedication - what should I do?
A. Please email us on dedications@woodlandtrust.org.uk or call us on 0330 333 3300 with your order details and tell us what you would like correcting. Regrettably we are unable to change any mistakes made on the personal message on the certificates.

Q. Can I have the address of the wood to put in my satellite navigation system?
A. Woodland Trust woods do not have postal address as there is no building on the site. It is therefore not possible for us to provide this for you. We suggest using the nearest road name from the map provided.

Q. Will there be signs directing me to the wood?
A. No we do not put any signage on the roads giving directions. You will need to use the Ordnance Survey map and directions on the back of the wood information sheet that accompanies your certificate to help you locate the wood. You will see Woodland Trust signage on all gates and some entrances may also have Information Boards.

Trees

Q. Why can I not buy Ash trees from the Woodland Trust anymore?
A. Due to the concerns over the tree disease affecting ash trees Chalara fraxinea the Woodland Trust has called for a complete ban on imports of ash trees. However, to reduce the spread of any disease already in the UK we are removing ash trees from sale and are supporting the calls for restriction of movement of trees.

Q. Why can I not buy Scots Pine trees from the Woodland Trust anymore?
A. Due to the concerns over the tree disease Dothistroma needle blight affecting Scots Pine trees, we have made the decision to remove it from the shop to try to help reduce the spread of the disease.

Q. Why can I not buy Juniper trees from the Woodland Trust anymore?
A. We have taken Juniper out of the shop due to the Phytophthora austrocedri disease that is currently quite prolific in Juniper trees. We have made the decision to remove it to ensure that we did not contribute to the spread at this time.

Q. How long will delivery take?
A. Trees and accessories will be delivered within 7-10 days of your order and separately to any other ordered products. Your plants will be sent to you in secure packaging by Royal Mail for orders of 15 plants and less or by by National couriers for larger orders.

Q. Why is the sapling so small and looking like a twig?
A. The saplings are currently in their dormant state and therefore look a little twig-like, this is perfectly natural. Once planted and nurtured they will quickly grow into beautiful trees to be proud of.

Q. What will you do if they fail to grow?
A. If they are protected from vermin, watered in the summer and kept weed free there should be no reason why they should fail to grow. However, the Woodland Trust cannot be held responsible for the failure of the sapling if sufficient care has not been taken and these main criteria have not been met.

Q. What happens if my sapling looks dead on arrival?
A. In their dormant state saplings can very often appear as if they are dead but they aren’t. However, if you scrape back a small piece of the bark and you do not see pale new wood underneath we will accept the tree back in its original packaging and provide a full refund or a replacement.

Q. What size are the saplings?
A. The saplings will be approximately 15-60cms high depending upon time of year and species. The saplings will be about 1-1 1/2 years old.

Q. Do I have to plant the trees immediately?
A. Your trees will not need planting immediately and do not need to be potted at all but how long they will last without planting does depend upon the time of year;

    • April and September we would advise they get planted as soon as possible, as they are removed from the box, stand upright, kept moist and sheltered from the wind they will be fine for a few days, maybe even a couple of weeks but during these months this is a lot harder to do and it is very important they do not dry out.
    • October to March, the trees are in their dormant state so as long as they are removed from the box, stand upright, kept moist and sheltered from the wind they will be fine for a couple of weeks, or even up to a couple of months. But it is important that they do not dry out.

All plants have been raised in the unique Rootrainer system which encourages healthy, well-directed roots without any of the spiralling and subsequent instability often found in traditional pot-grown plants. The plants have also been raised from UK seed stock producing plants that are much more able to cope with our usual weather conditions.

Although your plants will generally be smaller than traditional garden centre stock they have an excellent fibrous, well-formed root system. This will enable them to establish quickly and catch up with taller more expensive plants - making them an extremely cost effective alternative.

Q. Where are your trees from?
A. Our selection of trees are supplied by Alba Trees Plc the UK's largest producer of cell grown plants. Founded in 1988 and based in East Lothian Alba Trees operate from a 7 hectare nursery.

Q. Can I order trees to be delivered outside of the UK?
A. Unfortunately we can only offer delivery of the saplings to UK addresses. We do not dispatch trees overseas because we wish to minimise the risk of importing and exporting tree pests and disease.

Q. Can I have the saplings delivered to a different address to my billing address?
A. Yes, during the order process there is a facility to add an alternative address.

Q. Why are some trees out of stock?
A. There are many reasons that trees may be out of stock, some of these are because of the weather so our saplings have not developed, or they have been unexpectedly popular. We will always do our best to ensure our range is in stock but sometimes these are outside our control.

Q. Why do tree packs sometimes change species type?
A. We sometimes need to change species within a pack depending upon availability. The shop will list the most up-to-date species information and therefore should reflect the pack you receive. If for any reason we need to amend this after purchase we will try to contact you to arrange an alternative solution.

Q. Can I purchase trees over Christmas?
 A. You can order all year round but any orders received after the 15th Dec will not be dispatched until 8th Jan.
If you should have any further tree queries please contact our Supporter Care Team on 0330 333 3300 or email shop@woodlandtrust.org.uk.

Urns and ash keepsake jewellery

Q. I’ve bought a biodegradable urn, how does it work?
A. The biodegradable urn is designed specifically for planting with a sapling to create a lasting memorial. As it starts to biodegrade, the ashes combine with the fertile soil and the urn’s organic compounds. This generates nutrition for the tree allowing it to grow.

Q. Where can I bury the urn?
A. You may bury the urn on any land that is owned by you but we do not permit urns to be buried on Woodland Trust land.
You may be allowed to bury the urn in cemeteries – please contact the cemetery owner for permission.
Any soil type will suit the urn. Essentially, the soil type must be suited to the tree species and the same soil must be used both inside and outside the urn along with the ashes.

Q. Can I bury an urn at a Woodland Trust wood?
A. Urns cannot be buried on Woodland Trust land. In order to protect and maintain the natural state of our woods we do not allow anything to be permanently installed in our woods without prior Woodland Trust approval. This includes the burial of urns. The scattering of ashes is not currently permitted in any of our woods.

Q. Who should I approach to ask for permission to bury the urn?
A. If you would like to bury the urn on other privately-owned land, please contact the land owner directly.

Q. When is the right time to buy the urn?
A. You can buy the urn at any time. However, the best time to plant trees is mid-November to late-March in most of the UK, depending on the season. In higher and more northern climes, you may be able to plant into May. We plant in winter because this is when the tree roots are dormant and most able to cope with being moved.
The urn can also be used to start new tree life inside a conservatory during the colder months.

Q. How quickly should I arrange to bury the urn; will it start to degrade?
A. Arrange to plant the urn within 12 months of purchase but store the urn correctly in a cool, dry environment and leave the urn within its packaging.
The urn will start to degrade almost immediately after burial. The period of time that it takes to completely biodegrade is between 3 weeks and 3 months as this depends on the moisture content on the soil. If it is planted in desert conditions it will take several months.

Q. What is the urn made of?
A. The urns are made from binding plant organic substrate, fibre, golden sand and plant extracts. They are 100% biodegradable and are processed in such a way that any potentially environmentally harmful material is destroyed.

Q. What is the ash keepsake jewellery made of?
A. The jewellery pieces are made from sterling silver, with gold and glass diamanté embellishments on some pieces.

Q. Where are the products manufactured?
A. The urns are manufactured in Spain and the jewellery is manufactured in Sri Lanka. All products have passed the Woodland Trust risk assessment procedure to ensure ethical supply and manufacture.

Q. Are the products ethically sourced?
A. Yes. All products have passed a full Woodland Trust risk assessment which ensures all products are ethically sourced and manufactured.

Q. What are the delivery prices and lead times?
A. Postage and packaging for each urn is £5.95. Postage and packaging for each jewellery item is £4.95. Urns are delivered with Parcelforce 24 hours. Keepsake jewellery is sent with Royal Mail first class signed for. You should receive your items within 24 hours of order confirmation.

Q. Can I buy the urn from my funeral director?
A. Some funeral directors may have these urns available to buy. If you would like to know if your funeral director carries these products, or would like to suggest they do, please contact them directly.

Q. Do I have to transfer the ashes to the urn/jewellery myself?
A. We recommend against transferring the ashes to the urn yourself. This should be carried out by a funeral professional. We are unable to recommend individual professionals to do this.

Q. Are instructions included for placing the ashes into the urn/jewellery?
A. Yes, instructions are included with each item, but we do not recommend transferring the ashes yourself. This should be carried out by a funeral professional.

Q. Can I fit more than one person’s ashes in the urn?
A. The urns are designed to hold one person’s ashes only.

Q. Can I fit more than one pet’s ashes in the urn?
A. You may be able to fit more than one pet’s ashes into a large urn, but recommend against this.

Q. Can I have a personalised/bespoke urn/jewellery piece?
A. Unfortunately we are unable to offer personalised or bespoke urns or jewellery.

Q. Can I include an urn in my will?
A. We would be very grateful if you wish to include an urn in your will. For more information and to discuss this further, please contact our Support Services team.

Q. Can I transport the urn overseas?
A. Yes. These urns have been cleared by customs in Spain, Germany, The Netherlands, Belgium, France and Australia. If you are thinking of transporting an urn to any of these countries or any others, please contact us first. The urn will pass through any airport x-ray system well as it is made of natural substances. If you are transporting this to out of the UK with the ashes inside, we recommend that it travels with you as hand luggage. It must travel with at least the Certificate of Cremation and perhaps also the Death Certificate. It is always best to contact the airline concerned to notify them that you are travelling with the urn in order to make sure that you abide by additional requirements. Unfortunately we do not offer international shipping for urn purchases.