Pines and Needles - T&Cs

Last updated: September 2025

1) Who we are & how to contact us

Pines and Needles (“we”, “us”, “our”) supplies Christmas trees, decorations, and related goods and services in the UK.
Contact: 020 3384 9420 · team@pinesandneedles.com

2) Orders

You can order online at pinesandneedles.com, or offline by phone, email, chat, or in person. Please check your order details carefully. We may contact you to confirm information needed for safe delivery or installation.

3) Prices & payment

• Prices are in GBP and include VAT (where applicable).
• Payment is required before dispatch or installation. Until full payment is received, your order may not be prioritised and we may postpone delivery.
• We accept major debit/credit cards and other methods as shown at checkout or provided for offline orders.

4) Acceptance of your order

Completion of checkout or payment details is not acceptance. Your order is confirmed when we dispatch goods or begin providing services. Goods remain our property until full payment is received.

5) Delivery & risk

• Delivery/installation dates are estimates. We’ll do our best to meet them but aren’t liable for delays outside our control.
• Risk passes to you when items are delivered to your address or nominated safe place.
• If no one is available, we may leave items in a safe place/with a neighbour or return them to depot (extra charges may apply).

6) Cancellations & amendments

• You can amend or cancel by calling 020 3384 9420 or emailing team@pinesandneedles.com. If we haven’t prepared your order, we’ll refund you in full.
• As a general guide, changes are usually possible up to two days before delivery, though this may vary for larger or custom orders. Please contact us early to confirm.
• Real Christmas trees are perishable, so change-of-mind cancellations/returns are not available once preparation/dispatch has begun. This does not affect your legal rights if goods are faulty.

7) Returns, problems & substitutions

• Trees: If your tree is not of satisfactory quality, notify us within 3 working days of delivery with photos and order details.
• Other goods: Unused, non-perishable items may be returned in original packaging within a reasonable time. You cover return costs unless the item is faulty or incorrect.
• We may substitute items of equal or greater quality/value at no extra cost. You can refuse a substitution for a refund.

8) Liability

We supply goods of satisfactory quality and services with reasonable care and skill. We’re responsible for foreseeable loss caused by our breach or negligence, but not for business losses (e.g. profits, revenue, data) or delays beyond our control. Nothing limits liability for death/personal injury caused by negligence or for fraud. Your statutory rights remain unaffected.

9) Website use

Use our website lawfully. You may view and print content for personal use but must not copy, modify, or commercially exploit it without permission. We try to keep information accurate and secure but cannot guarantee this.

10) Intellectual property

All rights in our website, brand, and content belong to Pines and Needles (or our licensors). You may not use our marks or imagery without written consent.

11) Privacy

We handle your data in line with our Privacy Policy (available on our website). Secure payment systems are used, and data is only processed as permitted by law.

12) Governing law

These terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the English courts.