FAQ


Trees & Tree Care

Which type of tree do Forest & Fir recommend?

We recommend the Nordmann Fir. It is the most popular choice of tree in the UK, famed for its ability to retain its needle, its symmetrical shape and deep green foliage.

What size trees do you sell?  

3 ft to 50 ft. Please contact us for further information about all our tree sizes.

How wide will the girth of my tree be at its widest?

The tree's girth at its widest point is normally just under half its height. For a 6 ft tree we would advise that the girth would be approximately 2.9 ft.

What is the best time to buy my tree?

We encourage our customers to purchase their tree as early as is convenient. All our trees are available for delivery until Saturday 16th December 2017. For deliveries in November we advise our customers to purchase the premium Nordmann Fir. The Nordmann Fir has the greatest needle retention of all our trees sold. Potted trees can be ordered all year round. It is very important to water your tree regularly to ensure needle loss is kept to a minimum. The tree should also be kept away from warm places. Our care guide, which is sent out with each order, will explain further how to care for your tree.

I want to buy my tree in Novemenber, will it last until Christmas?

We advise our customers, if buying a tree in November, to buy a Nodrmann Fir which has the greatest needle retention qualities of all our trees. In addition, it is important that the tree be watered regularly and kept well away from heat sources.

How should I look after my tree?

We recommend watering your tree each day and keeping it away from heat sources. Each order will receive care instructions to guide you further.

Where should I keep my tree?

Any place that does not become warm eg away from fires, radiators.

Should I cut the base of my tree at an angle or taper it?

We encourage our customers to cut 1/2 inch from the base of their tree before placing it in the stand. The tree will have formed a natural layer of sap to seal the previously cut surface. Cutting an additional 1/2 inch from the base will encourage water absorption which will ensure the tree has a long life.

How often should I water my tree?

You should check the water level within the stand each day and, when necessary, top it up with fresh tap water.

Why is the tree no longer absorbing any water?

We advise using a water holding stand, as sold by Forest and Fir. The water level should constantly be above the base of the tree.

Is it normal for my tree to lose needles?

All trees naturally shed some needles. The Nordmann Fir has the greatest needle retention of all our trees. To ensure the tree does not excessively shed needles, please ensure you water the tree regularly and keep it away from a direct heat source.

Delivery

How will the tree be protected from damage during delivery?

Each tree leaves the farm with a carefully designed cardboard cone which protects the top of the tree from being broken while in transit.

How much is delivery and how quickly can a tree be delivered?

All trees can be delivered 2 days form the date of purchase. Sunday & Monday are not available as delivery days. Please see our delivery page for further information about our delivery options.

Do I need to be at home for delivery?

Yes. Delivery will be made to your doorstep and you should be at home to receive the tree. If no one is at home at the time of delivery the tree will be placed in a discreet place. The courier will provide photographic proof that the tree has been delivered. This photograph will be sent to Forest & Fir and we will send it on to you the customer.

What if I am not at home for the delivery?

If no one is at home at the time of delivery the tree will be placed in a discreet place. The courier will provide photographic proof that the tree has been delivered. This will be sent to Forest & Fir and we will send it on to you the customer.

How can I track my tree delivery?

Once the tree leaves the farm we will provide you with a tracking code which you should enter into the Tufnell's tracking portal. This will allow you to track your delivery all the way to your door.

Will the delivery man call before delivery?

No. Our courier will not call you prior to delivery. You will be able to track your delivery online all the way to your door.

Which courier do you use?

Tufnell's is our preferred courier. They were selecte based on their 98% satisafaction rating and ability to keep the customer up to date via live GPS tracking from farm to door.

Will the delivery man bring the tree inside my house?

No. Our courier will not bring the tree inside your house. Unfortunately for insurance purposes we are not able to offer this service.

Amend / Cancel your delivery slot

I need to contact the driver on the day of my delivery

The driver cannot be contacted directly. A tracking link will have been sent to you once your tree leaves the farm. If you wish to cancel / amend your order please contact Forest and Fir directly to see what can be done in line with our refund / cancellation policy.

Can you guarantee delivery on my chosen date?

Our preferred courier for delivery is Tufnell's, one of the UK's leading parcel courier providers. Tufnell's have a delivery accuracy rating of 98%. As such we are confident all trees will be delivered on time though we cannot provide a guarantee if snow or accidents do not allow for accurate delivery. Where possible we would keep our customers up to date if such an event occurred.

Refunds / Cancellations 

Cancellation Policy

Our cancellation policy aims to ensure that should a customer change their choice of tree or delivery service, we are able to accommodate that change.

  • A full refund will only be issued if the order is cancelled 4 days prior to the date of delivery.
  • No refund will be issued if the cancellation is made within 4 days of delivery date.
  • Refunds will be made to the credit card / debit card that was used to make the initial purchase.

How do I cancel my order?

Please contact Forest & Fir directly to amend your order.

When should I cancel my order?

Orders must be cancelled 4 days prior to the delivery date to ensure a full refund is issued.

How will I be refunded?

You will be refunded the full payment amount to the credit / debit card that was used to make the payment.

Can I return a tree?

Returns are not accepted unless the tree delivered is faulty. Please see our returns section for further details.

Returns

I'm not satisfied with the condition of my tree.

In order for Forest & Fir to issue a refund or replacement tree on the grounds the tree is not of the required standard, the customer must supply photographic evidence within 12 hours of receipt of the tree.

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

Please continue to water your tree regularly and keep away from a heat source.