Returns and exchanges

Quick Summary of your right to return goods as a Consumer

Products and Gifts

Can I change my mind?

Yes you have 14 days from the date of delivery to tell us that you’ve changed your mind.  If your order comes in multiple deliveries the 14 days runs from the day after the last item is delivered

Returns - Goods must be returned, in original packaging and unused condition within 30 days of you receiving them in order to receive a refund. Products (except for the Woodland Trust digging fork and the Woodland Trust digging spade products) should be returned to the address below, clearly stating your name, address and order number:

The Woodland Trust

Freepost Admail 4126

Grantham

Lincolnshire

NG31 6ZX

What if the goods are faulty?

If you think there is something wrong with your Product, you must email our Supporter Services Team and provide your order reference number to help us process it quicker. A full refund will be provided for any faulty or defective Products, returned to us if requested, where you have notified us of the issue within 30 days of you receiving the Product. 

Trees & plants

Can I change my mind?

No – these rights are not available for perishable goods

What if the goods are faulty? If you are concerned about the condition of your trees or plants on receipt of delivery, please contact our Supporter Services Team (see the Contact Us section).  You must contact us within three days of receipt providing images showing the condition of the Product(s) as you received it/them. Where we are able to identify an issue, we will despatch replacements where possible or refund your order if that is your preference. 

A note on Dedications and Virtual Gifts

Ordering one of our Dedications or Virtual Gifts constitutes a donation to the Woodland Trust and is not a purchase of goods or any item mentioned in the description on the Online Shop. Accordingly, the donation cannot be refunded, unless it in accordance with the Fundraising Regulator’s guidelines. 

 

How to Contact Us

Trees

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 emailing our Supporter Services Team on shop@woodlandtrust.org.uk. We may ask you to provide images in order to identify the problem and we will replace or refund you if necessary. Problems may occur due to damage in transit or other issues and the receipt of images showing the condition of the Products as you received it/them will assist us to identify any issue and rectify it as quickly as possible.  Where we are able to identify an issue, we will despatch replacements where possible or refund your order if that is your preference. 

 

Returns if you change your mind

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 Services Team on shop@woodlandtrust.org.uk (including tree enquiries) . Alternatively, to talk to someone please call 0330 333 3300.

To meet the cancellation deadline you must tell us that you wish to cancel before the 14 days period has expired. If requested, the Product must be returned to us within 30 days of it being delivered to you.

Please note:
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.

 

Donations

We regret that donations including dedications and virtual gift packs cannot be refunded. Please contact our Supporter Care Team on shop@woodlandtrust.org.uk if you have a query about a donation you have made.

 

Faulty products

For faulty or damaged goods please notify us within 14 days of delivery to request a refund and provide evidence of the fault or damage. Following this, we may ask you to  return the goods. If requested, please return 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. Please see full Terms and Conditions for further details on Returns and Refunds.

Return addresses

All products must be returned to the specified addresses below within 30 days of delivery. Please ensure your return clearly states:

  • your name
  • your address
  • order number
  • reasons for your return

Trees

Please contact our Supporter Services Team on shop@woodlandtrust.org.uk.

All other products

Woodland Trust
Freepost
Admail 4126
Grantham
Lincolnshire, NG31 6ZX