Here at Pines and Needles, we not only offer premium Christmas Trees to our customers, but we also work hard to help and provide exceptional after care service as well.
Discover all you need to know about your bookings and orders from our Customer Service team, from amending your bookings to our Returns, Exchanges and Cancellation policies.
You can also find more information about our Christmas Trees and how to care for your tree after delivery or contact us for general help.
We have Christmas trees for sale in our pop up stores where you can visit to pick your own real tree. Click here to find 'Christmas Trees near me' and details of directions and opening hours.
3ft to 60ft. For Christmas trees over 12ft tall please contact us or call 0203 384 9420
Yes, we certainly do. Please contact us or call our office on 0203 384 9420 or more details.
Pines and Needles do sell, deliver, install and decorate large Christmas trees if ordered online or by phone. We can go all the way up to 60ft. All our Christmas tree stores usually stock real Christmas trees up to 12ft. Trees over 12ft aren't usually available at our stores so you'll need to call our office and make prior arrangements with our staff.
Most of the stores will open at weekends only in the last 2 weeks of November and then every day in December until the 23rd. Opening dates and hours will vary so please check before visiting. Click here to find 'Christmas Trees near me' and details of directions and opening hours.
Some of our Christmas tree stores are open Christmas Eve. Opening times vary between stores so please check before visiting. Please check here.
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 Christmas tree is approximately 2.9ft at it's widest point
You can enter any promotional codes at checkout.
Please refer to our Christmas tree collections page
Yes you can! Please drop us an email at team@pinesandneedles.com
Possibly. Please drop us an email at team@pinesandneedles.com
We only have a few free and discounted trees available every festive season. Please contact our office by email to discuss before October and we'll see what we can do.
We do not run stalls at markets and fairs but you can buy trees from our wholesale department if you wish to sell our trees instead. Please contact our office for details and to discuss!
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 via email. We'll get back to you as soon as possible.
Please send us an email, including your CV, a paragraph about yourself including why you want to work for us and why you believe you will be an asset to our organisation. We'll get back to you as soon as possible. Email: recruitment@pinesandneedles.com
We encourage you to place your order as early as possible. Delivery can be booked anytime from the 17th November in London and 19th everywhere else. For early deliveries we recommend the Nordmann Firs which lasts longer. The Norway Spruce should be delivered after the 10th of December as they have a very limited shelf life and will probably not last until Christmas. Pot-grown 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.
As with all perishable products we cannot guarantee that the trees will last until Christmas as they are natural products. Trees should be well watered and kept away from any heat source. The average lifetime of a tree is 2-4 weeks. A Norway Spruce will not last indoors if ordered more than a week or two before Christmas. Potted trees will last if kept well watered and far away from heat sources.
The best place to keep your Christmas tree is by a window where it can be as cool as possible. Be sure to keep your tree as far away as possible from any heat sources (e.g. radiator, fire place etc).
When WE DELIVER & Install - we trim before delivery. For premium deliveries and above you can request your driver to give a fresh cut at point of delivery. Christmas Trees naturally form a layer of sap to seal their cut surface preventing water absorption. Removing 1/2 inch from the base should solve this problem.
No, don't do that. For max. water uptake the tree should be cut perpendicular to its trunk. Angling reduces the surface area that absorbs water meaning the tree is more difficult to hold upright in a stand and less stable.
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.
*Christmas tree feed nutrient helps keep the tree fresh for longer. (A common misconception is that drilling a hole in the base of the trunk will assist your Christmas tree to drink more- this is untrue).
The rate of absorption will vary from day to day.
Trees naturally shed needles all year round, so a few needles on the floor is nothing to worry about. However, if your tree appears to be shedding excessively it could be too dry. Ensure it is watered, away from heat sources and air conditioned rooms. Please contact us within 48 hours of delivery so that we can make a note of this which will impact your eligibility for a replacement. Signs of a dried out tree
Using a water holding stand with a water filled reservoir The water should not be allowed to go lower than the base of the Christmas tree. The temperature of water does not affect water uptake Christmas tree feed nutrient helps keep the tree fresh for longer (A common misconception is that drilling a hole in the base of the trunk will assist your Christmas tree to drink more- this is untrue)
We try to be as flexible as possible in allowing you to amend your booking. Any changes you make to your order must be notified to us in writing.
London:
If your delivery is in zones A, B or C you can amend your booking up to 12.00pm the day before delivery.
Nationwide:
Nationwide deliveries with DX can be amended up to 10.00am one working day before delivery. Need to make last minute changes to your delivery?
Please email us at team@pinesandneedles.com if you would like to make any amendments.
If you amend or change your order, you may find there are changes to your delivery timescale and/or the price you pay for the item (as you’ll be charged the current selling price on the day you amend or cancel the order).
If we have to collect a product that you have cancelled, we will charge you the cost of collection (up to £100) which will be notified to you at the time of cancellation.
You will be sent the allocated drivers contact details the day before delivery. You may call him/her to get a more accurate time, however he/she will not always be able to answer or give you accurate times of delivery. Drivers will always call you at least 15 minutes before deliveries. Note: this service is not available for delivery addresses outside of our London delivery zone or for customers who choose our budget and no tree delivery options.
We make every effort to achieve the agreed delivery time but due to factors beyond our control we sometimes cannot guarantee it. The chances are everything will be fine, however if things do go wrong we will be sure to notify you by phone.
We do apologies, late deliveries can and do happen and there's usually a very good reason. The best thing to do in this situation is to call us on 0203 384 9420 or email team@pinesandneedles.com.
Where a courier is unable to find someone it accept delivery, or unable to leave the delivery in a secure location, they will either leave a card at the address or make contact to re-arrange delivery. The best thing to do in this case is give us a call. Do note that we reserve the right to charge for re-delivery if the recipient is not at home when the courier arrives!
Trees cannot be returned or refunded, except in accordance with your legal rights, for example in the event they are faulty or damaged. The cancellation right under the Consumer Protection (Distance Selling) Regulations 2000 does not apply to plants.
However, if you aren't happy with the tree and you let us know within 48 hours of delivery, then we will replace your tree free of charge including free re-delivery. If you tell us within one week of delivery we will try to replace your tree free of charge, however delivery will likely have to be paid again. If you contact us after one week of delivery we will likely not be able to replace your tree free of charge.
Please email us at team@pinesandneedles.com to arrange your replacement tree.
SEND US A PHOTO
If you send us a photo of your tree, this will help us to resolve the issue.
If there is a genuine problem with your tree then we will endeavour to replace it at no cost to you. Please email team@pinesandneedles.com with a photo of your tree and thoroughly describe the problems you are experiencing with the tree.
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 0203 384 9420 or email team@pinesandneedles.com.
If your product is faulty then we will replace it or if you wish, refund you in full. If this is the case you should contact us as soon as possible after noticing the fault, you may be asked to prove the product is indeed at fault before receiving a refund.
We are happy to exchange or refund any items that have not been altered, or used within 14 days of original delivery date. Return item must be in working order. You must notify us in writing to team@pinesandneedles.com.Returns can be done by posting the products to our depot at Pines and Needles, C/O Customer Service, Riverhill Gardens, Worcester Park, KT4 7QB and include your order number. We do not repay our original delivery charges (except in the unlikely event that your item is faulty). Once the returned item is received, you will receive a confirmation email of the return and your refund will be processed within 14 days.
For London Services we can collect the item but a collection charge will be applied. Store purchases of non-perishable items must be returned or exchanged at the store of purchase.
If for any reason, you wish to cancel or amend your order you can do so by contacting customer service via email: team@pinesandneedles.com. Please give us 72 hours notice before the scheduled delivery date. Please quote your invoice or order number when contacting us.
If you have placed your order with the Specialist or Wholesale Departments please contact them directly to discuss any cancellations. For London deliveries and Nationwide, please inform us of any cancellations by writing at team@pinesandneedles.com.
Please give us 72 hours notice,before the scheduled delivery date. Please quote your invoice or order number when contacting us.
We will refund in full when we can, however this won't be possible if the tree you ordered is over 10ft. You MUST notify us as soon as possible if you want to cancel an order, we won't be able to refund you if the tree has already been dispatched. If you have ordered lights or other decorations it may be possible to cancel your order on the day of delivery, if your delivery zones are A, B or C - you'll need to give us a call to discuss this.
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.
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 civics@pinesandneedles.com with your requirements.
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 DX (Nationwide courier) you can ring our office on 0203 384 9420 and we can get an update for you.
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. You can also contact us at team@pinesandneedles.com for more information and if you wish to reschedule delivery.
