Returns And Exchange Policies

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Returns & Exchanges

If for whatever reason you aren’t happy with your tree we advise you to let us know as soon as possible. If you contact us within 48 hours of taking delivery of your tree (and if there is a genuine issue) we will endeavour to replace the tree at the next available delivery slot. For further information please see the FAQ below.

Frequently asked questions

I'm not satisfied with the appearance of my tree, however I only decided this after the driver left.

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, however you should still give us a call as we may be able to arrange a discounted replacement.

I believe my tree is unhealthy, what can I do?

If there is a genuine problem with your tree then we will endeavor to replace it at no cost to you. Please give us a call and thoroughly describe the problems you are experiencing with the tree.

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 0203 384 9420

My lights / decorations are faulty

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.

I want to return lights / decorations, what can I do?

We are happy to exchange or refund any items that have not been altered, or used within 14 days of original delivery date. You must notify us in writing to returns@pinesandneedles.com Returns can be taken to any of our stores or by delivering the products to our depot at 7 Lumen Road, East Lane Business Park, Wembley, HA9 7RE. We do not repay our original delivery charges (except in the unlikely event that your item is faulty).

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or you can give us a call on 0203 384 9420

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