Frequently Asked Questions

Frequently Asked Questions

For answers to all the most popular enquiries, please see our contact page.

CHRISTMAS TREE SALES

Q. When should I buy my tree?
We encourage you to place your order as early as possible. Delivery can be booked anytime fom the 22nd November. For early deliveries we recommend the Nordmann Fir as it is the non-drop option which lasts longer. The Norway Spruce should be delivered after the 10th of november. Potted trees which have their roots can be ordered anytime. It is very important to keep your tree well watered and away from any heat sources to preserve it and extend its lifespan.

Q. Where do they come from?
Most of our trees are from sustainable forests in Scotland. For every mature tree that is cut down, several are planted in replacement.

Q. Can I buy a tree with roots?
Yes. The largest size that we stock is 6ft. Any bigger and the roots are too large for our pots.

Q. Do I need a stand?
Yes. You always need a stand with a cut tree, i.e. one that is not potted. We recommend the Cinco water holding stand.

Q. What size trees do you sell?
3ft to 30ft. For large trees please contact us or call 0845 458 2788.

Q. Do Pines and Needles wholesale?
Yes, we certainly do. Please contact us or call our office on 0207 558 8072 for more details.

Q. Can I choose my own tree?
Only if you visit one of our sites around London, namely, Battersea Park, Maida Vale, Ealing Broadway and Westfield.

Q. I want my tree on the 22nd of November. Will it last until Christmas?
Yes, it can last until Christmas - provided that you have a Nordmann Fir and you keep it well watered and away from any heat source.

Q. How much in advance do I have to order my tree?
You have to order your tree at least 24 hours before the date you want it delivered


CHRISTMAS TREE SHOPS

Q. We want to buy a 12ft+ tree from your Battersea / Ealing/ Maida Vale site. Is this possible?
All the sites usually have trees up to 12ft. Trees over 12ft aren't usually available at our sites so you'll need to call our office and make prior arrangements with our staff.

Q. When are your sites open?
Most of the sites will open full time from 20th Novemeber 2010. To confirm if the site closest to you is open please check here.
Q. Are you open on Christmas Eve?
No


DELIVERIES / SERVICES OUTSIDE CATCHMENT AREA

Q. Do you deliver outside of London?
Yes, we use a nationwide courier service that services locations beyond our London delivery catchment area

Q. Do you install trees outside of London?
Yes, in some cases. Please call our office on 0845 458 2788 for clarification.

Q. Do you decorate trees outside of London?
That depends on how far out of London you are as well as on the size of the tree. If you're not too far away, we can make a plan for you.

Q. Do you collect / undress trees outside of London?
No, unfortunately. We cannot collect trees that are outside of London.

Q. You delivered to me in the past, now your system says I'm outside your catchment area?
Please call the office on 0845 458 2788 for help and further instructions.

Q. I haven't used you before, I'm on the border of your catchment area and I'd like a decorating / installation service.
Again it depends on how far away from the border you are. But we always endeavour to make a plan, so call our office and speak to one of our helpful staffers.

Q. I'm well outside of London but I want you to deliver and install a 20ft tree. Is that something you can do?
Yes, it is very likely. Please call our office with the details.


TREE DETAILS

Q. What size stand do I need for me tree?
Small cinco stand - ideal for 3-4ft trees, dimensions: 3inch x 11inch, capacity: 3 litres
Medium cinco stand - ideal for 5-7ft trees, dimensions: 5.5inch x 14.5inch, capacity: 4 litres.
Large cinco stand - ideal for 8-12ft trees, dimensions: 6inch x 19inch, capacity: 7 litres
Extra Large cinco stand - ideal for trees up to 13ft, but is not recommended for outdoor use
Medium civic stand - this is ideal for 15ft trees, kept indoors
Large civic stand - this is for 20ft-30ft kept indoors or outdoors; as well as 15ft trees kept outdoors

Q. How wide will the girth of my tree be at the widest point?
The general rule is that the girth at the widest point of most Christmas trees is a little less than half its height. For example, a 6ft tree is approximately 2.9ft at it's widest point.


CHRISTMAS TREE DECORATING SERVICE

Q. I want to decorate my tree with specific decorations - for example corporate colours, peacock feathers, rattan balls, (or any other theme we don't normally provide). Can you oblige?
Yes, we can certainly help you with bespoke decorations. Please call our office for details on 0845 458 2788.

Q. I have my decorations left over from last year. I may need a few extra baubles but otherwise we don't need new decorations. Will the service be cheaper?
Yes, it definitely will be. It would be minus the cost of decorations, except for the few that you order.

Q. I only want to hire the lights, stand and decorations. Can you give me a discount if I don't keep the kit?
If you order our decorated service 'for hire', then you get 10% off the price of the goods you do not wish to keep.

Q. I want ten trees decorated. Can you give me a discount?
Yes, we can. Please call our office for details.

CHRISTMAS TREE COLLECTIONS / RECYCLING

Please refer to our Christmas tree collections page.

WEBSITE PROBLEMS

Q. I'm trying to add a collection to my shopping basket and your system won't let me!
That is an IT problem. Please call our office on 0845 458 2788 and one of our staff members will help you finish your order over the telephone.

Q. I want to buy a 25ft tree but your site doesn't seem to sell them.
If you would like to purchase a big tree (i.e. over 12ft) you'll need to contact our office on 0845 458 2788 and discuss your specifications with one of our staff members. There are a lot more logistics involved in erecting trees 13ft to 30ft, and we need to ask more questions.

Q. I want to repeat my order from last year but I can't figure out how to do it.
Click on 'Repeat Last Years' Order?' on our home page. Fill in user name and password, and hit 'sign in'. If you can't remember your password we will email you it.


CHRISTMAS TREE CARE
Common questions about how you should care for your tree and how to keep it fresh for longer.

Q. Should I water my tree?
Yes. You should check the water in tree stand every day and top up as needed. Christmas trees are very thirsty and need a lot of water to keep it looking lush.

Q. Where should I keep my tree?
The best place to keep your Christmas tree is by a window - where it can be as cool as possible. It is imperative to keep your tree as far away as possible from any heat sources (e.g. radiator, fire place etc)

Q. Should I trim the base of the tree?
When we deliver and install the trees we trim them just before we deliver. But if you get our budget or nationwide delivery it is advisable for you to trim off approximately 1 inch of the base.


PROBLEMS WITH DELIVERY

Q. What do I do if my tree doesn't arrive in the chosen delivery slot?
We apologise for this. But there will be a good reason. Please call our office and speak to one of our helpful staff members

Q. I am not satisfied with the appearance of my tree, can I get another one?
The best thing to do is tell the driver AS SOON AS you see the tree so that he/she can give you a replacement one then and there. If you tell us that you don't like your tree a few days later, after accepting it when the driver is there, we can still replace it for you, but you would have to pay an additional delivery charge. For deliveries outside London please notify us on the day of delivery and we will rectify the problem.

Q. I didn't receive all the products I ordered, what can I do?
Please let the driver know as soon as possible after the receipt of the goods so that we can rectify the situation as soon and effectively as possible or call us on 0845 458 2788.


RECRUITMENT, MARKETING AND CHARITY

Q. Can I speak to the business owner? It's about a wonderful marketing / advertising opportunity.
Please leave your details with our office staff or drop us an email.

Q. We represent a Christmas-focused magazine. Would you like a half page ad?
Please leave your details with our office staff or drop us an email.

Q. We are a registered charity / school and we would like a free tree (often in exchange for a plaque advertising PAN).
We only have a few free and discounted trees available every festive season. Please contact our office to discuss.

Q. We are organising an event (e.g. a Christmas Market) and PAN would be a perfect fit for one of our stands.
We are certainly very interested in events. Please contact our office for details and to discuss

Q. We're filming a documentary about Christmas trees. Can we shoot in your warehouse / plantation?
Sounds interesting.. We are very open to this idea, but there are many questions that need to be asked, so it's best to contact our office and send us an email

Q. Are you recruiting? I want to sell Christmas trees for your company. I promise I is reliable, innit?
Please send us an email, including your CV, a paragraph about yourself including why you want to work for us and why you will be an asset to our fabulous organisation.


If you can't find an answer for your question, please contact us.