Tree2mydoor Customer Care
We pride ourselves on providing quality products with a quality gift service to our customers. We believe in providing lots of information about our products and services to keep you, our customer well informed and happy.
Tree2mydoor.com is committed to quality and top levels of service to all of our customers.
If you have a specific query about an order then please contact us via email at care@tree2mydoor.com. One of our customer service team will reply within 24 hours (Monday to Friday).
The tree2mydoor team is here to help you after you receive your tree or plant from us.
Frequently Asked Questions |
Plant and Tree Care |
New Customers |
Delivery |
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When will my order be delivered? What are the order deadlines for deliveries before Christmas? What is the difference between Premium Delivery and Standard Delivery? Why am I only able to select Premium delivery when placing my order? |
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Security and Privacy |
Shopping with Us |
Orders and Returns Information |
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Business Solutions |
More Information about Us |
Terms and Conditions |
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Shopping with Us
The Tree2mydoor Promise
We promise that you and your recipient will be delighted with the gift from Tree2mydoor. If not, we promise to do our absolute best to turn your frown upside down!
Tree2mydoor Guarantees
Every one of our trees and plants are carefully checked, wrapped and boxed with accompanying care guide and greetings card before being delivered to your chosen delivery address. We guarantee the high quality of our products when they are sent out from our nurseries. If for any reason you are not satisfied with the quality of a Tree2mydoor product, please contact our customer services team to tell us why.
3 Day No Quibbles Guarantee
If your gift arrives damaged please let us know within 3 days of delivery and we will send a replacement free of charge. If you received a product that is unsuitable for your home or garden please let us know within 3 days of delivery and we will happily exchange this for you.* Send the tree back to us and as soon as it is received at our nursery we will send you out your alternative, a new delivery charge will apply.
*Excludes engraved products & dedicate a tree gift packs.
Lifetime aftercare advice & support
As soon as your tree is delivered to your home, we promise to give sound care and advice whenever you need it through our MyTree service - for the lifetime of your tree or plant. Let our experienced advisers help guide you to keep your tree or plant growing healthy and strong for many years to come. You can email us at care@tree2mydoor.com, call us on 0161 870 6368 or visit our help and support pages on our website for tree care advice.
Telephone helpline - If you need extra help or advice with choosing products or looking after trees or plants purchased through tree2mydoor please contact us and we will do our best to give sound advice via our telephone helpline - 0161 870 6368.
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Product guides
We have a strong focus on supplying information about products through the tree2mydoor.com website. Each living product sold by Tree2mydoor comes with printed information about how to care for them. Additional and evolving information is also available from the tree2mydoor.com website and through customer forums.
Seasonality
We specialise in supplying live plants, trees and seed. Every natural product that we supply is unique and different and can be affected by the seasons. For example, native deciduous trees will have no leaves during Winter months and as a result, they will appear very different to deciduous trees in the Summer months when the trees are in full leaf.
Citrus and ornamental tree species are evergreen with most citrus trees bearing a bountiful crop of fruit up to 4 times each year. Citrus trees can suffer leaf drop which indicates stress, this isn't a serious problem and can be easily resolved.
The catalogue photographs presented on tree2mydoor.com for every tree, represent actual tree2mydoor tree gifts. Catalogue photography for tree gifts on tree2mydoor.com shows an example of each species between July and September when deciduous species are in full leaf. Sizes of all trees do vary.
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Prices
All our prices include VAT unless otherwise stated, but exclude delivery charges. Standard UK delivery is £6 and Premium UK Mainland delivery is charged from £9. Consumer UK Mainland orders over the value of £99 are currently free.
Prices for delivery in Channel Islands, Scottish Islands, The Highlands and other remote areas will vary. Please visit our Delivery Costs page contact our customer service line for detailed pricing information.
The prices of our products do vary according to the stock available at particular times throughout the year. From time to time, you may find a lower price of a Tree2mydoor product through a special offer on tree2mydoor.com or through a partner organisation. The total price that you pay for each order is displayed at the left-hand side of the check out page.
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Safe shopping
Tree2mydoor.com is a secure website.
We ensure that the information that you provide to Tree2mydoor is handled and stored securely. tree2mydoor.com maintains the highest levels of security to protect our customers. Our website uses high-level SSL encryption technology to provide advanced security for online transactions.
You can tell if a page on the tree2mydoor.com is secure as ‘https’ will replace the ‘http’ at the front of tree2mydoor.com in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.
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Frequently Asked Questions
Where do you deliver to?
Tree2mydoor currently deliver to addresses in Great Britain including the Highlands and Islands. Unfortunately, we cannot deliver products outside of GB.
When will my order be delivered?
When you place an order with Tree2mydoor you will be asked to select a target delivery date. If you opted for a Premium delivery service and your order is going to mainland UK you can expect it to be delivered on your target delivery date. We aim to get all Standard delivery orders dispatched from our nursery one or two working days before your target delivery date, your order will normally be delivered one day before or on the target delivery date that you selected although we can't promise this. You can track the progress of your order in the MyTree section of the Tree2mydoor website. Occasionally items may arrive after the target delivery date due to reasons beyond our control such as weather or transit problems.
We dispatch orders between Monday and Thursday each week. We can dispatch on a Friday for Saturday delivery, however, extra charges may be incurred.
We don’t usually dispatch orders on Fridays (unless for Saturday delivery) or Saturdays because living plants can end up being stored in sorting offices over the weekend.
Where is my order?
You can track your order by logging into the Mytree section of the Tree2mydoor website. Once logged in, you can find out when your order was processed, dispatched and received. Help and advice is always available from the Tree2mydoor Customer Care team. Drop them an e-mail or give them a call if you can’t find the information you need from Mytree.
Has my order been received?
You can track your order by logging into the Mytree section of the Tree2mydoor website. Once logged in, you can find out when your order has been received. Help and advice is always available from the Tree2mydoor Customer Care team. Drop them an e-mail or give them a call if you can't find the information you need from Mytree.
Can I change my order?
Yes, you can change your order providing that our team has not dispatched the goods from our nursery. To change your order, please first make sure that it has not been dispatched. If your order has not been dispatched, please contact Tree2mydoor by calling or e-mailing customer services. Unfortunately, we are unable to change plaque orders once they have been engraved.
What is your returns policy?
Customers wishing to return goods should notify us within 3 working days of receipt of goods. Goods should be returned to us in the original packaging within 14 days of receipt. You may be required to send a digital image by e-mail as proof of the issue to authorise a return and refund of goods. You should also include a simple cover note containing your name and Order ID. Goods are returned at your own risk, so please do obtain proof of postage from your chosen delivery service. We are unable to refund goods or raise a credit note for goods that are not received back to us. Please send an e-mail to care@tree2mydoor.com (or use our online form) to get a returns code and returns address from us before sending - we cannot accept returns without a returns code. On cancellation, you acknowledge that the goods are not damaged and that you accept risk on returning the goods. We are unable to refund the P&P on unwanted goods.
If an order is cancelled either wholly or partially, prior to the goods leaving our nurseries you are guaranteed a full refund. If delivery of an order has been refused, you are guaranteed a full refund or suitable replacement. You may cancel an order after it has been dispatched if you return the goods in the undamaged packaging within 14 working days of your receipt of the goods. You must return a cancelled order at your own expense. Please ensure that you obtain proof of postage for any items returned to us. Please note that the right to cancel will not apply if your order contains personalised goods, such as engraved plaques. Please send an e-mail to care@tree2mydoor.com (or use the online form) to get a returns code and returns address from us before sending - we cannot accept returns without a returns code. On cancellation, you acknowledge that the goods are not damaged and that you accept risk on returning the goods. We are unable to refund the P&P on unwanted goods.
How are orders packaged?
Every Tree2mydoor tree gift is packed into patented and design protected cardboard boxes. Tree2mydoor tree gift boxes are designed to make the gift experience really special. Greetings cards are inserted into the wall of our boxes which means we don’t need to use excessive packaging.
What is the difference between Premium Delivery and Standard Delivery?
Premium Delivery is a next day courier service, this means that your order is not dispatched from us until the day before you require it. It also allows us to get the order to you on the exact date you require and we are able to track it from dispatch until delivery. Standard Delivery can take from 3-7 days, we only recommend this service if the delivery date is flexible.
What are the order deadlines for deliveries before Christmas?
This will be updated each year depending on how Christmas falls and will be displayed on our Christmas page.
Orders and Returns Information
Change or cancel an order
You can change your order providing that our team has not dispatched the goods from our nursery. To change your order, please first make sure that it has not been dispatched. If your order has not been dispatched, please contact Tree2mydoor by calling or e-mailing customer services.
You can cancel your order and receive a refund in full if the goods have not been dispatched from us. Orders for bespoke or personalised goods can only be cancelled if the goods have not been made to order when you get in touch with us to cancel the order.
You cannot cancel an order once it has been dispatched from our nurseries, whilst in transit or once it has been received.
Track your order
You can track your order by logging into the Mytree section of the Tree2mydoor website. Once logged in, you can find out when your order was processed, dispatched and received. Help and advice is always available from the Tree2mydoor Customer Care team. Drop them an e-mail or give them a call if you can’t find the information you need from Mytree.
Returns procedure
Customers wishing to return goods should notify us within 3 working days of receipt of goods. Goods should be returned to us in the original packaging within 14 days of receipt. You may be required to send a digital image by e-mail as proof of the issue to authorise a return and refund of goods. You should also include a simple cover note containing your name and Order ID. Goods are returned at your own risk, so please do obtain proof of postage from your chosen delivery service. We are unable to refund goods or raise a credit note for goods that are not received back to us. Please send an e-mail to care@tree2mydoor.com (or use our online form) to get a returns code and returns address from us before sending - we cannot accept returns without a returns code. On cancellation, you acknowledge that the goods are not damaged and that you accept risk on returning the goods. We are unable to refund the P&P on unwanted goods.
Refund policy
If an order is cancelled either wholly or partially, prior to the goods leaving our nurseries you are guaranteed a full refund. Refunds are made directly to the credit or debit card that you used to make the initial purchase. Please note that the right to cancel and receive a refund will not apply if your order contains personalised goods. Refunds cannot be made on perishable goods that have been received after 14 working days, this includes trees, plants and seed products.
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Terms and Conditions
View our Terms and Conditions here
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Customer Services Form
Delivery
Free Delivery
Free delivery is currently available on UK Mainland orders valued over £99. This offer may exclude certain products and does exclude delivery to certain areas. The total value of qualifying orders should include VAT but exclude P&P. Visit our Delivery Costs page for detailed information.
Charges and options
With deliveries from Tree2mydoor.
Standard UK delivery is currently priced at £6 per order. Premium UK Mainland delivery is currently priced at £9 per order. Free delivery is currently available on UK Mainland orders with a value over £99. Premium delivery to non UK Mainland and Scottish Highland addresses starts from £13.
- We deliver most orders between Tuesday and Saturday. (Monday deliveries are not usually undertaken because live plants could suffer if held in a depot between Friday and Monday).
- Products may be sent from multiple locations and therefore may arrive separately. You will not incur an extra charge for this.
- Orders sent via the standard delivery service are not guaranteed to arrive on a specified date and standard deliveries will not require a signature upon delivery.
- We cannot guarantee standard delivery timescales, however, we will endeavour to get every order sent out before or on your chosen target delivery date.
- Overnight / next working day deliveries must be placed with us before 11am. Orders placed after 11am will normally be delivered in 2 working days.
- If you would like to have products sent to more than one address, you must place a separate order for each address.
- If you have requested that your order should be left unattended, Tree2mydoor cannot take responsibility for loss or damage after delivery. Our courier will record proof of time and date of delivery.
- The premium delivery option is an overnight courier service. Our courier will attempt delivery on two occasions, each time leaving a calling card. If the intended recipient has not contacted the local depot within 5 working days of the first delivery attempt your order will be returned to us. If you would like us to send your order again we will have to charge an additional carriage cost.
- Remote and non-UK mainland addresses may not be able to receive a free delivery option and may experience increased delivery times.
- Delivery options cannot be altered once an order has been sent from us.
- We only deliver to UK addresses (England, Scotland and Islands). We are currently unable to deliver to addresses outside of these areas.
Plus, visit our Delivery Costs page for detailed information.
Packaging
We have designed our own purpose made mail-order boxes made from one piece cardboard sheets. Every box is biodegradable and is designed to protect trees and plants whilst in transit. Once our trees are delivered the boxes are designed to open from the side so that our trees and plants do not get damaged.
All mail order boxes are cut from one sheet of cardboard with slots that allow greetings cards to be added without the use of adhesives, plastic or extra packaging.
Tree2mydoor packaging is unique and we have the packaging designs protected with an international Patent Pending on our innovative triangle tree gift box. You can be rest assured that our packaging will add to the whole Tree2mydoor gift experience.
Disposal and recycling
We cannot control what you do with the packaging from our products once it has been used to get your order to your door, but we would like to make a few simple suggestions about how to reuse or recycle the packaging.
Reuse your packaging!
Reuse ideas for our tree boxes...
- Send something else to someone else using one of our boxes and get them to do the same.
- A temporary indoor matt. Particularly good if you have lots of messy feet coming through your back door. The cardboard will soak up mud and moisture and when it gets too messy it can be put in the bin or on your compost heap.
- A maze for a few spuds! If you have children, or you just want to experiment with growing potatoes you can very easily create a maze to train green shoots from potatoes from a dark A to a light B position. Fill the box with soil or plant the spuds in the garden once the shoots grow to receive a bumper spud crop later in the year.
- A home for hedgehogs or garden birds? A bit of imagination, a few holes and a bit of a waterproofing later… ta da! Tweet tweet or snuffle snuffle!
- A robot arm, body or leg for big kids! A bit of imagination, a few holes and a lick of paint then add a wee person. Agghh, it's a... weird looking robot with a tree2mydoor logo on the side of it!
- Got an idea for reusing this box? Get in touch and we could publish it here!
Recycle your packaging
- Cardboard. Flatten your box, visit your local council amenity site and pop it into the cardboard recycling container. Find your nearest site by typing in your council website - www.yourcouncilname.gov.uk and click on the link for recycling.
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New Customers
Website accessibility
Tree2mydoor.com is an evolving website that is striving to be accessible to everyone including disabled shoppers. Our website includes each of the following accessibility features:
- Every page can stretch to fit your screen
- All text is resizable and text in images are kept to a minimum or duplicated in text
- Every image has alternative text (ALT text)
- Background colours are used sparingly across the site
- All forms have a tab order requiring minimal or no use of the mouse.
Using search
Save time by using the search facility found at the top right of each page on the tree2mydoor.com website. Simply type in the name of the product that you are looking for and relevant products will appear within seconds.
Payment options
We accept payments via PayPal, Mastercard, Visa, Visa Debit, Visa Electron & Maestro. We cannot accept payment in cash or by cheque through the post for orders made through this website. Payment is taken at the time of ordering. Tree2mydoor use Sage Pay for assured secure online payments.
Placing an order
You can place an order with tree2mydoor by telephone on +44 0161 870 6368 or you can place an order via the company e-commerce website tree2mydoor.com. Orders placed via tree2mydoor.com benefit from a 10% online discount, this is already included in the price shown. Telephone orders cost 10% more than the online price. Placing an order online is safe, our website uses high-level SSL encryption technology to provide advanced security for online transactions.
To place an order online, find the product that you wish to purchase by using the search facility or the products or occasion links. Once you find the product you want to purchase click on the buy button.
If you are a new customer you are required to register with Tree2mydoor before proceeding with your first order. Supply us with your name, billing address, passwords and contact details, choose a greetings card to accompany your order and add a personal message to it. Choose the target delivery date for your order before giving us the recipients details. Pay for your order via credit, debit card or PayPal. Check your e-mail for your confirmation email and receipt and track your order via the mytree section of the tree2mydoor.com website.
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Security and Privacy
Forgotten password
If you have forgotten your password to access your account with Tree2mydoor, click on the password reset button on the mytree login page and you will receive a temporary password sent directly to your e-mail address.
Privacy policy
We are committed to protecting your privacy and for your protection. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). Customer information is collected to process your order and to provide you with the best possible service. Information is collected as a result of you contacting us, placing an order, or requesting registration. We store lists of email addresses, which we use to send out information about our products and services. You will receive information e-mails from us only if you give your consent. If you do not wish to receive such emails, you can remove yourself by clicking on the link at the bottom of an information e-mail. You may also remove yourself by visiting the 'mytree' members section of tree2mydoor and completing the 'remove from mailing list' section. We will not collect sensitive information about you without your consent. The information we hold will be accurate and up to date. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a 'cookie' which would be stored on your browser. (Also see below in summary of terms.) The information collected in this way can be used to identify you unless you modify your browser settings. If you have any questions/comments about privacy, please email us at hello@tree2mydoor.com. Tree2mydoor Ltd is registered with the Information Commissioners Office as a Data Controller. Our Data Protection Registration No. is Z8286464 If you wish to read more information about data protection, please visit https://ico.org.uk/
Security policy
Tree2mydoor.com is a secure website. We ensure that the information that you provide to Tree2mydoor is handled and stored securely. Tree2mydoor.com maintains the highest levels of security to protect our customers. Our website uses high-level SSL encryption technology to provide advanced security for online transactions.
You can tell if a page on the Tree2mydoor website is secure as 'https' will replace the 'http' at the front of www.tree2mydoor.com in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.
Each order is processed securely, using Sage Pay. By using Sage Pay you are guaranteed your transaction details are kept secure and confidential. Your payment details are encrypted and a secure link is created between your own computer and the Sage Pay's computers to complete the sale of goods. Tree2mydoor are not able to view your full card details through Sage Pay although we are able to perform refunds on the same card.
Update your details
You may update your details that we have stored on our systems at any time. To do this, please log in to the mytree area of our website and click on the 'personal details' tab to make changes.
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Business Solutions
Corporate gift service
Tree2mydoor provides a range of corporate gift solutions to a growing number of UK consumer brands, FTSE 100 companies as well as with a varied selection of creative agencies including PR, graphic design, advertising and incentives businesses. Contact Tree2mydoor with an outline brief and we can get back in touch with a solution to provide innovative green gifts. We are happy to provide a no-obligation quote and discuss gift options with you. Get in touch with our Corporate Account Manager to discuss further. Visit our Corporate Gifts pages.
Employee benefits
Tree2mydoor works directly with large corporations to offer unique employee benefits in various forms. Choose from employee discount codes, corporate gift vouchers or open up an account to supply our gifts to your employee’s for significant occasions. Get in touch with our Corporate Account Manager to discuss further.
Corporate branding
In line with our corporate gift services, we can offer a branding service where your branding can be applied to inserts or directly to mail order packaging. Get in touch with our Corporate Account Manager to discuss further.
Direct fulfilment
As well as providing drop ship gift products to one delivery address, Tree2mydoor can offer a direct fulfilment gift service to both private and business addresses. Each order can be personalised and sent via next day courier or through Royal Mail. Get in touch with our Corporate Account Manager to discuss further.
Consultancy service
We provide a gift consultancy service for our corporate customers to ensure that you get a green gift solution that works. We can source almost any tree species of all shapes and all sizes. Tell us what you want to communicate and we can advise how you can do it. We can also manage follow up campaigns on your behalf. Get in touch with our Corporate Account Manager to discuss further.
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More Information about Us
UK's No.1 Tree Gift Business
We are revolutionising the gift industry in the UK with our unique tree gift products, wildflower gift products presented in innovative packaging. We provide a special mail order gift service to customers looking for gift ideas that are eco friendly, meaningful and long lasting.
Tree2mydoor.com is constantly ranked in the top 5 of UK plant websites for popularity. We have enjoyed massive growth and continuing success since the company formation in 2003. We have a focus on innovation and high quality products with high standards in the service that we provide our customers.
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About Tree2mydoor
The Tree2mydoor concept was the brainchild of company founder Gareth Mitchell. The idea was born in 2000 after Gareth realised that he couldn’t send his parents trees as gifts because there was no company to offer such a service. The present company was launched in September 2003 and has grown to become one of the UK’s leading green brands and e-commerce gift companies.
Tree2mydoor and the company founder Gareth Mitchell have won a raft of awards including:
- Gift of the Year Awards, 2004 - Winner
- Startups Awards, 2004; Best New Online Company - Finalist
- UMIC Innovation Competition 2005 - Third Prize
- NES North West Entrepreneur of The Year, 2005 - Winner
- Gift of the Year Awards, 2007 - Highly Commended
- People in Retail Awards, 2007; Retail Ambassador of The Year - Finalist
- In the Top 10 of the Public Life Category; The Observer Future 500 List, 2007.
Registered Office:
Tree2mydoor Ltd
Albany Mill
Old Hall Street
Manchester
M24 1AG
United Kingdom
Registered in the UK as Tree2mydoor Limited. Company Registration No. 4890218
VAT Registration No. GB 823 2397 35
Data Protection Registration No. Z8286464
Our Ethical Approach
Tree2mydoor was created to be a good company - to have a positive, rather than a negative effect on the environment and peoples quality of life. We sell long-lasting natural gifts that add more meaning to giving than the usual CD box gift set or cut flowers. Our company has been built on solid ethical foundations that support the UK rural economy, the local environment and education towards a healthier sustainable lifestyle for all.
We are a for profit company and we work with charitable organisations to provide increased financial and marketing support to enable them to carry out good work to benefit people, environments and animals. Our support comes in a number of packages. So far we are helping:
- Our customers celebrate life with gifts that help the environment whilst lasting for lifetimes.
- Schools raise money and raise awareness through tree selling and tree planting initiatives.
- Life charities raise money and raise awareness through tree selling and tree planting initiatives.
- Conservation charities raise money and raise awareness through dedicate a tree planting initiatives.
We are working to raise awareness about carbon reduction and conservation in the UK and aim to help our customers to reduce carbon emissions through the growing of new trees and by working closely with our partner organisations to help give sound advice about how to live the sustainable way.
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Partnerships
Tree2mydoor work in partnership with commercial, and non commercial organisations throughout the UK and beyond. Partner organisations should be ethical, support the environment or support peoples lives in a positive way. Tree2mydoor is particularly interested in promoting the rural economy in the UK and further afield. We aim to actively promote charities through direct fundraising and promotion through the company website. View our current partners.
Contact us
By Telephone:
Orders:
+44 (0)161 870 6590
9am - 4pm (Monday to Friday)
Customer Service Queries:
UK Callers - 0161 870 6368
International Callers - 00441618706368
9am - 4pm (Monday to Friday)
By Fax:
UK Callers - 0161 870 6201
International Callers - 00441618706201
By Post:
Tree2mydoor.com is a Manchester (UK) based mail order gifts company. All business is conducted through our e-commerce website and via telephone. We do not currently have a retail outlet.
Registered Office:
Tree2mydoor Ltd
Albany Mill
Old Hall Street
Manchester
M24 1AG
United Kingdom