Frequently asked questions
Urgent enquiry about existing orders
For problems with:
- an existing order,
- goods in transit,
- a scheduled delivery.
Please send an email titled "urgent" (even if the body of the email just says, “please see my previous email dated xyz”).
This is to help us prioritise requests and respond urgently, thank you for your help.
Delayed trees: Please rest assured that trees delayed in transit are usually fine, they are in their boxes for 7 days when we ship to mainland Europe. Read more about delayed deliveries on this page.
How to I get in touch with you?
Please click here to go to our Contact Page for phone numbers, email address and a contact form.
Email/contact form is the best way to leave an enquiry with us at the moment as we are receiving so many phone calls. We are trying to reply to emails in the order in which they are received; please allow 7 days for a reply.
Enquiries through social media may take longer to answer or get missed.
if your enquiry is regarding a problems with payments, an existing order, goods in transit, or a scheduled delivery,
please do give us a call. If we are not able to answer, please send us an email titled "urgent".
Buying a Gift Certificate: How To and How Long.
We can issue Gift Certificates. Please purchase them using this page here: Gift Certificates. Or give us a call.
How are Certificates issued? By email to the email address entered on the "Gift Certificate" page (it will prompt you to enter the Recipients email address) - this can be your own email if you would prefer to print it out.
How long does this take? Please allow 2 working days as all Certificates are personalised by a human in our office!
I would like you to print and post it for me.
Please get it touch. We'll be happy to do that for you. There will be an additional charge to cover printing and postage, and please allow an addtional 3 days for delivery.
If it's emailed, why is it charging me postage? Please change the delivery type.
To do this: go back to the 'Cart'. In the 'Subtotal' section, change the drop down menu from "UK Excluding Highlands and Islands" to "Email". This should show as "Free" in the checkout.
I can't get my certificate to work at the checkout? Please get in touch and include; what you would like to purchase, your address (if not in Mainland UK), and your gift code number.
Using a Gift Certificate: How To and Problems
Please refer to the instructions that would have been included with your Certificate. This may be on the back of a print-out, or on a second page of a PDF.
In Short: Please add all of your products to the Cart as normal. There is a small sentence on the Cart page that says "Add a Promo Code" - click on this and enter your personal code, without spaces. You should see the discount applied in the Subtotal.
Problems: sorry about this, occasionally problems rise up. Sometimes this is due to delivery country, other offers on the shop, or just a silly box we haven't ticked at our end.
Please get in touch and we'll sort it out!
Please title your message "Urgent Gift Certificate" so we know to prioritise it.
Where is my order?
Updated April 2020: We're working to approximately a 15 working day turn around at the moment (3 weeks) although we are doing our best to fulfil orders sooner.
To see the date your order was placed, please go to you email inbox and see our email titled "Thanks for shopping with us". If you can't see this email, please check your 'junk' folder, or alternative email addresses that you may have used.
Your order should be
dispatched within 15 working days from the date it was placed.
Please allow a further 5 days for it to arrive, but it should be within 48 hours.
It will be fine in it's box for 5 days.
If you are concerned, please see the section on this page called "What do I do when my tree arrives?"
The delay in your order being dispatched may be for one of two reasons:
1) We have bespoke cardboard boxes made to order on a weekly basis. Our box manufacturer is also having to take breaks in their usual production run to make urgent medical supply packaging, so our orders are (understandably) delayed. This has the knock on effect of meaning we occasionally don't have the correct size box to dispatch a particular tree of a particular height and diameter. This can usually be corrected in about 1-2 weeks.
2) Our couriers handle particularly large parcels (i.e. it's not your average DPD or Royal Mail parcel) - we don't ship your trees with just anyone! We're speaking regularly with our couriers to see if they are suitably handling their workload, as we do not want to ship trees that will end up sitting in a warehouse somewhere. If the courier thinks they have a backlog of shipments to clear, we do not send the tree. This is following a rather painful incident where a handful of our trees sat waiting in a warehouse for several weeks, and subsequently arrived dead - this has only happed once! So now, we keep the trees on irrigation, unpackaged, in our nursery and wait until it is thought to be safe to send them.
We hope you appreciate that we take these measures in your best interest, as they help to ensure the long-term health of your tree. We know that our customers love their trees and plant them to enjoy them for life, so we want to help ensure your tree arrives in the best condition possible.
What do I do when my tree arrives?
Please ensure trees are carefully unpacked on the day of delivery and given a good drink of water.
Handle your tree by the pot only. Do not lift it using the stem or branches - this is guaranteed to harm the tree and the damage may not show for weeks. Handling by the stem/branches puts strain on the root plate (where the stem becomes roots) and may snap the arteries pumping water into the tree.
Pleas see the section on this page called "What is this black spiky Air-pot?" for more information about the pot.
To unpack your boxed tree;
1) Lie the package down if you can
2) Snip off any strapping and dispose of carefully
3) Remove the tape from the bottom of the box (the end with knotches cut in it)
4) Reach inside and pop the knotches back out, if you can. These were securing the pot in place for transport.
5) Slide the tree out pot-first.
6) Water your tree immediately (see below) and stand it somewere sunny where it is not likely to blow over
7) Plant or pot on (if doing so) as soon as possible
You may need a saw or screwdriver if your tree is very large and comes packed in a protective wooden crate.
Do not attempt to remove the tree from the crate without dismantling the crate as they are designed to prevent the tree from moving, so you won't be successful!
Water your tree immediately (see below).
Pallet delivery is to kerb-side only. They most likely won't bring it far onto your property.
Please have a couple of hands ready to move a large tree.
If you do not have a pallet shifter, you may find it easier to unpack the crate and then move the tree(s).
Please dismantle the pallet crate and dispose of packaging carefully; you may need a saw or screwdriver.
Handle your trees by the pot only.
Give your tree a good drink of water once it is in a safe position (see below) - they become difficult to move when heavy and wet.
We consider adequate watering to be:
a) Either, stand the tree in a bucket/tub/old bin filled with enough water to fully submerge the pot in water for 10 minutes. After 10 minutes soaking, remove by handling the pot only, not the stem or branches, and stand somewhere stable to allow the roots to drain.
This really hydrates the tree, so you can continue to do this once every-other day until it is planted or potted on.
b) Or, insert an irrigation spike, if you have an irrigation system, and leave it running for at least 15 minutes or until your system has been able to administer at least 2 pints of water (or more for a larger tree). The pot should then feel weighty, and this should be repeated daily in hot weather.
c) Or, leave a garden hose trickling very slowly onto the pot, near the stem, for at least 15 minutes. The pot should then feel weighty, and this should be repeated daily in hot weather.
d) Or, pour a pint (or more) or water onto the surface of the pot. Do this very slowly, just a few splashes at a time, as you may notice the compost rejects the first volume of water (this is because we do not use peat and our compost takes a while to rehydrate once dry). Leave the pot for 10 minutes or so to soak up this first drink, then apply another pint in the same manner. You may need to do this a few times for larger trees. The pot should then feel weighty, and this should be repeated daily in hot weather.
Please note: trees should be watered immediately before planting and continue to be watered at least every day during hot weather, 2-3 days during mild weather, and twice a week duing winter, but not during a frost. They cannot access moisture in the ground until they have grown new roots - this may take a year or more.
What is this black spiky Air-pot?
They are the essential Eucalyptus growing environment (other than the ground!).
You should never buy a Eucalyptus that has not been grown in an Air-pot.
Please note: you do take the pot off before planting or potting on. Do not plant your tree in the ground with the pot still on. The tree is not root-bound (that's what the pot prevents); you have to unscrew the green screw to release the rootball.
For more information, see our
Air-pots page and scroll down to "Why Air-pots?":
Or, go to their website for a "how to assemble" video: