We hope you are pleased with your purchase. Please be aware that it is perfectly normal for trees to look unhealthy at certain times of the year when dormant. Your tree will produce new leaves in spring as long as it is cared for correctly. If in doubt check the health of your sapling by scraping back a small piece of the bark –pale new wood underneath means your tree is fine.
Because trees are living and perishable we are unable to accept returns. If you are unhappy with the condition of your tree on arrival, please get in touch with us within three days of receipt by either calling our supporter care team for trees on 0330 333 3300 or emailing email@example.com. We may ask you to provide images in order to identify the problem and we will replace or refund you if necessary.
For most products you can cancel your order, either before or after we deliver it, by notifying us within 14 days of delivery without giving any reason.
You can do so by contacting our Supporter Care Team on 0330 333 5310 or 0330 333 3300 for trees and dedications. If you would prefer to email, please contact our team on firstname.lastname@example.org (including tree enquiries) or email@example.com for dedications.
To meet the cancellation deadline you must tell us that you wish to cancel before the 14 days period has expired. You then have 15 days to get the products back to us for a full refund.
Please note that for certain products like dedications and virtual gifts, this right to cancel will not apply, for more information about what is not applicable please visit our full terms and conditions.
We regret that donations including dedications and virtual gift packs cannot be refunded. Please contact our Supporter Care Team on 0330 333 3300 if you have a query about a donation you have made.
We hope you will be delighted with your purchase, but if not please return the goods in the original packaging, clearly stating your name, address and order number and reasons for your return within 30 days of receipt. Where the goods are faulty we will issue a refund. Where substitute goods have been offered as an alternative, these may be returned by Freepost to the address above for a full refund.
All products must be returned to the specified addresses below. Please ensure your return clearly states:
Please call our Supporter Care Team on 0330 333 3300.
Lincolnshire, NG31 6LL