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Terms and conditions

1. Contact details

2. Information about us

3. Orders

4. Payment

5. Delivery

6. Returns – General

7. Returns – Faulty or unfit for purpose products

8. Refunds

9. Donation packs (dedications and virtual gifts)

10. Customer service

11. Changes

12. Privacy and Cookie statement

13. Registration

14. Disclaimers

15. Liability

16. General

17. Law, courts and language

Please read these terms and conditions ("Terms") carefully before using our online shop or placing an order with us. If you are under 18, please get a parent or guardian to read through these Terms and to discuss them with you. If you place an order with us these are the Terms you will be bound by and they will form a contract between you and us.

These Terms apply to the entire contents of our online shop and to any correspondence by email between us and you regarding any orders you make. Our Privacy Policy does not form part of these Terms but please also read this. Some parts of our online shop may also contain additional provisions which apply in addition to these Terms.


1. Contact details

To contact our Supporter Care Team please use the following details:

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

Please call our Supporter Care Team on 0330 333 5310, Monday - Friday, 9am - 8pm or Saturday, 10am - 4pm or email


Please call our Supporter Care Team on 0330 333 3300, Monday - Friday, 8.30am - 5pm or email


Please call our Supporter Care Team on 0330 333 3300, Monday - Friday, 8.30am - 5pm or email

For all other enquiries, including donations please call 0330 333 3300.


2. Information about us

2.1 This online shop is operated by the Woodland Trust’s wholly-owned subsidiary company, Woodland Trust (Enterprises) Limited, Registered Company No. 2296645, Registered Office: The Woodland Trust, Kempton Way, Grantham, Lincolnshire, NG31 6LL.

2.2 All profits made from the sale of goods and all donations (including donation packs) are paid directly to the Woodland Trust (registered charity number No. 294344 in England and Wales and No. SC038885 in Scotland) to support its work.


3. Orders

3.1 Donation packs are donations to the Woodland Trust registered charity which you can apply for through our shop and in return you will receive a certificate and various other materials as a thank you for your donation. Current Donation packs are: Dedicate a Tree packs, Woodland Dedication packs and Virtual Gifts.

3.2 All orders for products are subject to availability and we reserve the right to refuse to supply to any individual.

3.3 Shortly after we receive your order, we will acknowledge it by email, detailing the products you have ordered/donation pack you have applied for. This email is issued automatically and does not mean that your order is accepted. We may contact you to obtain further information to enable your order to be evaluated or processed.

3.4 Your order is only accepted by us (and a contract formed) when we send you an email acknowledging receipt of your order, confirming that we are able to fulfil it. Any products on the same order which we have not dispatched to you do not form part of that contract.

3.5 If we cannot supply you with some or all of the items you have requested for any reason, we will contact you and explain your options, which include a full refund. If we are unable to contact you, we will treat your order as cancelled and notify you by e-mail. Where you attempted to purchase items, you won’t be charged for this order.

3.6 The products supplied by us shall be suitable only for the purpose designed and intended.

3.7 Alcohol must only be purchased for someone over 18.

3.8 The price you pay is the price displayed on our online shop at the time we receive your order apart from where an error has occurred in displaying the price. While we try and ensure that all prices on our online shop are accurate, errors may occur. If we discover an error in the price of products you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the products, you will receive a full refund.

3.9 Prices displayed include VAT where applicable.

3.10 Products may differ slightly from the images shown. All sizes, dimensions and colours of products as indicated on our online shop are approximate but we make every effort to make sure they are as accurate as possible.

3.11 We may, at our discretion and expense, deliver parts of your order separately. You will be responsible for the products as soon as they are delivered.

3.12 You are responsible for ensuring the accuracy of the details provided on the order form. Take particular care when entering information to be used in or on any products, gifts cards, certificates or plaques to be personalised to your requirements.


4. Payment

4.1 We accept Visa Credit, Visa Debit, MasterCard Credit and MasterCard Debit. We cannot accept payment by cheque for orders made online.

4.2 For online orders, payment will be taken at the point of goods despatch (except for donation packs, where payment will be taken at the order processing stage).
If you have a query, please call 0330 333 3300 (Monday to Friday, 8.30am to 5.00pm), quoting your order reference number.

4.3 By placing an order you consent to payment being charged to your debit or credit card as provided on the order form. We will use Sage Pay to validate your payment for online purchases.

5. Delivery

5.1 The postage and packaging charges for products delivered in the UK (including Northern Ireland and the Scottish Isles) will be determined and advised at the point of sale.

5.2 Additional delivery charges may apply for bulky or heavy items. You will be notified of any additional delivery charges during the order process and required to provide your confirmation that such charges will be included in your order and charged to your card prior to the goods being dispatched. If confirmation is not received, then the order cannot be processed and will be cancelled. We cannot dispatch any products overseas, but the online fulfilment of donation packs can be sent to any email address, regardless of the recipient’s location.

5.3 Express Delivery is not available.

5.4 Donation packs will be sent by 2nd class post using Royal Mail or National Carriers and there are no delivery charges.

5.5 We aim to dispatch donation packs, including printed certificates within 10 working days of receipt of your donation. If your donation is time-sensitive, you may want to check the dispatch date with our Supporter Care Team at the time of donating or, alternatively, choose email fulfilment.

5.6 Trees will be delivered within 7-10 days of your order and separately to any other products unless specified differently within the product details. Your plants will be sent to you in secure packaging by Royal Mail or National Carriers. Orders for less than 15 trees will be sent via Royal Mail and, at present, delivery dates cannot be guaranteed.

5.7 Trees are only available to UK customers and cannot be dispatched overseas. While every step is taken to ensure the health of our trees, which are entirely sourced and grown in the UK and can be traced back to the seed, the import and export of trees is one of the primary factors behind the spread of tree pests and disease across the world. For this reason, our trees are available in the UK only. Postage is included in all tree prices.

5.8 We aim to deliver all other purchases within 7-10 days of despatch. However please allow up to 30 days in case we are exceptionally busy. The delivery timescales stated are subject to availability of the products ordered and circumstances beyond our control. We make every effort to deliver products within the above timescales, however delays are occasionally possible. If you do not receive your products/packs within 7-10 days, please contact our Supporter Care Team.

5.9 If we fail to deliver your order within 30 days we will notify you of the reason for the delay and you may cancel your order and we will provide you with a refund for the products not delivered. We will have no other liability to you in the event of delay in delivery.

5.10 All deliveries will be made to you (or the recipient specified by you) at the address specified by you in your order.

5.11 We may, at our discretion and expense, deliver parts of your order separately. You will be responsible for the products as soon as they are delivered.

5.12 If we cannot deliver the products to you at the address you have specified for any reason (other than when we are at fault), we will notify you and store the products for up to 30 days. At our discretion we may either attempt to redeliver the products to you or issue you with a refund for the price paid, less postage and handling charges. Note – no refund will be made for products which have been customised or personalised in accordance with your requirements.

5.13 Last order dates to ensure you receive your order before Christmas is 18th December. Last order date for jigsaws is 14th December. For postal fulfilment of dedications, last order is 19th December. Please note: Whilst every effort is made to ensure goods ordered as per the above dates are delivered in time for Christmas, we cannot guarantee this service.

6. Returns - General

6.1 Exercising your right to change your mind (Consumer Contracts Regulations 2013) You are entitled to cancel your order if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

6.2 If you decide to exercise the above right, you can return your order by notifying us within 14 days of delivery (or where we deliver your order in instalments, within 14 days of the last item delivered) without giving any reason. Please contact our Supporter Care Team. You then have 14 days to get the products back to us for a full refund. For your protection, we recommend that you use a recorded-delivery service.

6.2 If you decide you do not want the Products and wish to return within the 14 day period, they must be returned to us in their original packaging, with all tags intact and in perfect, unused and re-saleable condition. For Merchandise (Home, Garden, Gifts, Books and Toys) goods please return them within 30 days to the address below, clearly stating your name, address and order number:
The Woodland Trust,
Freepost Admail 4126,
NG31 6ZX.

6.3 This right to change your mind does not apply in the case of:-

  • Donation packs
  • Products which have been made to your specification or personalised, for example, where a name or a photograph supplied by you has been added to a product.
  • Periodicals or magazines
  • Earrings
  • Digital content (such as downloads, games, music, videos, e-cards, e-books or audio books) - by placing an order for digital content, you agree that the digital content will be provided during the cancellation period referred to above and acknowledge that this means that you will lose your right to cancel your order for that digital content.
  • Products once they have been combined with other products so that they are then inseparable.
  • Sets or packs which are made up of a number of products may only be cancelled and returned as a whole.
  • We cannot offer refunds or exchanges on perishable goods such as food, unless faulty or not described. This does not affect your statutory rights. Please note, that perishable goods does not include trees.

6.4 If you decide to exercise your above right, we will:
(a) refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).
(c) refund you on the credit card or debit card used by you to pay.

7. Returns – Faulty or unfit for purpose products

7.1 Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), are set out at below in a summary of your key rights. For more detailed information on your rights and what you should expect from us, please:
7.1.1 Contact us using the contact details at the top of this page; or
7.1.2 Visit the Citizens Advice website or call 03454 04 05 06.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:
  • up to 30 days: if your goods are faulty, then you can get a refund;
  • up to six months: if they can't be repaired or replaced, then you're entitled to a full refund, in most cases;
  • up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.
This is a summary of some of your key rights. For detailed information from Citizens Advice please visit or call 03454 04 05 06.
The information in this summary box summarises some of your key rights. It is not intended to replace the contract below which you should read carefully.

7.2 If you receive your products and believe they are of unsatisfactory quality, unfit for purpose or faulty please contact our Supporter Care Team using the contact details in Clause 1, if you want:
7.2.1 Us to repair the goods;
7.2.2 Us to replace the goods;
7.2.3 A price reduction; or
7.2.4 To reject the goods and get a refund

7.3 Please note that we cannot accept returns of perishable goods unless they are defective.

7.4 Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.


8. Refunds

8.1 If you cancel (and where already delivered, return) your order in accordance with the above provisions, we will (subject as stated below) refund to you:

  • The purchase price for the product cancelled/returned.
  • The standard delivery charge for the item cancelled/returned. Where you ordered a number of products and only cancel/return some of them, delivery charges will not be refunded except for such part of delivery charges that relate specifically to the products returned.

8.2 When making a refund (other than a refund for a faulty product), we may deduct from the sum to be refunded any reduction in the value of the products returned caused by you using, wearing or handling the products.

8.3 Any refund issued under these provisions will be made, using the same means of payment as you used for your order, within 14 days of:-

  • Us receiving the products back; or
  • If you cancel before we despatch the products.

8.4 If for any reason you suspect that your credit card has been used to make an inaccurate or incorrect transaction through this online shop, please notify your issuing Bank immediately for investigation.

8.5 We regret that donations cannot be refunded. Our donation packs are all forms of donations. Please contact our Supporter Care Team if you have a query about a donation you have made.


9. Donation packs (dedications and virtual gifts)

9.1 If you order one of our donation packs you are making a donation to the Woodland Trust and do not buy the item in question. You will receive a certificate to commemorate the dedication/gift but any trees/woods dedicated will not be marked with the dedication; however you are welcome to visit the area dedicated.

9.2 Your dedication certificate will be printed with the wording you enter in the application form. Please check this carefully before you finalise your application. If you notice an error in the certificate wording please contact our Supporter Care Team and we will do our best to make the changes before the certificate is produced.
For virtual gifts sent via email the certificate will feature the wording you enter in the application form. Please check this carefully before you finalise your application.

9.3 Each donation is to be used to help the Woodland Trust to continue with its full range of work and may not always go towards the cause shown on the gift itself. You can read more about the range of the Woodland Trust’s work in the About Us section of our web site.

9.4 Email certificates are sent as soon as you have submitted your online donation pack order, 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 your intended recipient, do not receive the certificate, please contact our Supporter Care Team providing full details of the donation pack applied for.

9.5 The Woodland Trust is not responsible for the messages inserted in any certificates.

9.6 Certificates sent from our online shop must not contain anything which would reasonably be deemed abusive, defamatory, obscene, unlawful or threatening. The Woodland Trust may disclose your registration details to the police or appropriate authorities if necessary.

9.7 Certificates sent from our online shop must not contain anything which would be deemed as marketing or advertising.

9.8 If the choice of certificate you want is unavailable we reserve the right to send you another.

9.9 Please ensure that you provide us with the recipient’s correct details for delivery of the donation pack. You will not be entitled to a refund if it is sent to the incorrect address due to your own error.


10. Customer service

10.1 We hope that you are happy with your products and the service you receive, but should you have any queries or problems please contact our Supporter Care Team.

10.2 We will try to resolve your complaint as quickly as possible but if we are unable to do so you may refer your complaint to a European Commission registered ADR (alternative dispute resolution) provider and we will cooperate with the ADR provider in trying to find a mutually acceptable resolution.

10.3 These terms do not affect your statutory rights as a consumer. For information about your statutory rights visit the Citizen Advice consumer service at and complaints can be made to consumer ombudsman and trading standards.

10.4 If you have a complaint about any content on our online shop, please notify us immediately by email at


11. Changes

11.1 We may amend these Terms from time to time. The changes will take effect from the time we publish the revised Terms; however the amended Terms will not apply to any orders that we have already accepted before this date.

12. Privacy and Cookie statement

12.1 For full information on how we collect personal information, what we do with it and the controls you have please refer to our Privacy Policy.


13. Registration

13.1 Before you order from the online shop you can register with us. Each registration must be for a single user only. Please ensure that the details you provide us with are correct and complete, and inform us immediately of any changes to the information that you provided when registering. You should inform us immediately if you have any reason to believe that your password has become known to anyone else or is likely to be used in an unauthorised manner. We may disable any user identification code or password at any time if in our opinion you have failed to comply with any of the provisions of these Terms.

13.2 After registration all details can be updated and passwords can be changed using the login functions.


14. Disclaimers

14.1. We will ensure that all orders, donations and subsequent transactions are conducted via a secure link. However, the security of information and payments transmitted via the internet cannot be guaranteed and, as we are not responsible for the operation of the secure link we will not, unless we are negligent, be liable for any loss you may suffer if a third party obtains unauthorised access to any information you provide.


15. Liability

15.1. We do not limit in any way our liability for fraud or death or personal injury caused by our negligence or breach of statutory duty or any other liability which cannot be excluded or limited under applicable law.

15.2. We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:-

  • Loss or damage was not reasonably foreseeable to both you and us when you commenced using our online shop or when a contract for the supply of products by us to you was formed; or
  • Loss or damage was not caused by any breach by us, our employees or agents.


16. General

16.1 If any court or relevant authority decides that any of these Terms are unenforceable then the remaining provisions of these Terms shall remain in full force and effect and continue to be binding and enforceable.

16.2 If you breach these Terms and we take no action, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Terms.

16.3 Events beyond our control - We will not be liable to you for any delay in delivering any services or order or for breach of our obligations, if the delay or breach is due to acts of God, civil commotion, riots, malicious damage, floods, drought, fire, epidemic, legislation, failure of ISP or telecommunications provider or any other cause beyond our reasonable control. This does not affect your statutory rights.


17. Law, courts and language

17.1 These Terms and the supply of products and services by us are governed by and to be interpreted in accordance with English and Welsh law. In the event of any dispute arising in relation to these Terms, or the supply of any products or services by us the English and Welsh courts will have jurisdiction over the dispute.

17.2 All profits made from the sale of goods and donations (including donation packs) are paid directly to the Woodland Trust (registered charity number No. 294344 in England and Wales and No. SC038885 in Scotland) to support its work.