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Report An Order Problem

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Frequently asked questions

I'm having a technical issue with the website, what should I do?

Our London based office team is always happy to help so if you're in our operational hours please give us a call on 0203 384 9420. We can place new orders, amend existing orders and take payment. Alternatively you can drop us an email at team@pinesandneedles.com and we'll get back to you as soon as possible.

I would like to buy a tree which is above 12ft but I cannot find them on your website.

Pines and Needles do sell, deliver, install and decorate large trees. We can go all the way up to 60ft. If you would like a quote please fill in the questionnaire by following this link or email specialist@pinesandneedles.com with your requirements.

How can I keep track of my tree on my delivey date?

If your delivery is in Zones A, B or C log into your account page on the day of delivery and you will see your driver details and his progress. For deliveries by Tuffnells (Nationwide couier) you can ring our office on 0203 384 9420 and we can get an update for you.

My tree delivery is running late, what can I do?

Firstly, we are sorry a delay has occurred with your delivery. We will always endeavour to contact you if any delays affect your delivery. Customers with deliveries in Zones A, B and C can call their drivers or our London office (0203 384 9420) to get an update on the delivery status. You will also be able to reschedule for another available time slot should you be unable to receive the delayed delivery.

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