Shipping policy
We know that delivery timing matters when you are sending a gift. This policy explains how Tree2mydoor deliveries work and what happens if something does not go to plan.
Our delivery promise
We carefully plan each dispatch around the delivery service selected when the order is placed.
Where you select a specific nominated delivery date, we prepare the order to arrive on that date using the appropriate delivery service.
Occasionally, delays can happen during transit. If something goes wrong, contact us and we will investigate it with the delivery provider and explain the available options.
Where we deliver
We currently deliver to addresses in Great Britain, subject to postcode and product restrictions.
We do not currently deliver to:
- Northern Ireland
- the Isle of Man
- the Isle of Wight
- the Republic of Ireland
- other international destinations.
Some Scottish Highland and island postcodes may have different services, longer delivery times or additional charges.
See our Delivery Information page for current availability.
Delivery services
Standard Delivery
Standard Delivery normally takes 3 to 7 working days.
Standard Delivery does not provide a guaranteed delivery date.
Premium Delivery
Premium delivery options may include:
- Next Day Delivery
- Nominated Day Delivery
- Weekend Delivery.
The services available for a particular order depend on the product, destination and date selected.
Available dates and services are shown at checkout.
Delivery charges
Current delivery prices are shown on our Delivery Costs page and at checkout.
The final delivery price for your order is shown before payment.
Larger products, multiple-box orders and some remote Scottish postcodes may incur additional charges.
Tree2mydoor Membership
Tree2mydoor Members receive free delivery on eligible services to qualifying addresses in England, Wales and lowland Scotland.
Remote areas may qualify for reduced member delivery rates rather than free delivery.
Current Membership benefits are explained on the Tree2mydoor Membership page.
Tracking
Orders are normally sent using tracked delivery services.
Tracking information may be sent by Tree2mydoor or the delivery provider once the order enters the delivery network.
Please check the delivery address
We dispatch orders using the delivery information provided when the order is placed.
Please check the recipient's name, house number, street and postcode carefully before completing your order.
If you notice an error, contact us as soon as possible. We will try to amend the address where the order has not yet entered dispatch, but we cannot guarantee that a change will be possible once an order has been prepared, collected or entered the delivery network.
Incorrect or incomplete addresses
If an order cannot be delivered, has to be redirected or must be sent again because the delivery information supplied to us was incorrect or incomplete, we may charge the current applicable delivery or re-delivery cost.
The amount will depend on the destination and service required.
Changing a delivery after dispatch
Once an order has entered the delivery network, changes may not be possible.
A delivery change requested after dispatch may cause a delay or an additional delivery charge.
Where a delay or additional cost results directly from a change requested by the purchaser or recipient, Tree2mydoor will not ordinarily absorb that additional cost unless the law requires otherwise.
Safe places, neighbours and delivery instructions
After dispatch, the delivery provider may offer the recipient options such as nominating a neighbour, changing the delivery day or requesting a suitable delivery location.
These options are managed through the delivery provider.
Please choose delivery instructions carefully and consider that trees and plants are living products.
If a problem occurs after a delivery instruction has been changed, contact us and we will investigate what happened before deciding responsibility.
Missed deliveries and collection
If a delivery cannot be completed, the delivery provider may attempt delivery again or offer another delivery or collection option.
Because trees and plants are living products, we recommend following delivery or collection instructions promptly.
If a parcel is returned to us because the purchaser or recipient did not accept, rearrange or collect the delivery after reasonable attempts, the current applicable re-delivery charge may apply before the order is sent again.
Split deliveries
Orders containing more than one product may be dispatched in separate parcels or from different nursery locations.
These parcels may arrive at different times.
If you have received part of an order but believe something is missing, check the tracking information or contact Customer Care before reporting the whole order as missing.
Late deliveries
If an order is delayed, please contact us.
We will review what happened, the delivery service purchased and whether a specific delivery date had been agreed.
Where appropriate, the resolution may include a refund of some or all of the delivery charge, a replacement or another suitable remedy.
If delivery by a particular date was essential and the requirements of consumer law are met, you may have additional statutory rights.
Courier or delivery network disruption
Severe weather, road closures, transport disruption, vehicle problems and other unexpected events can sometimes affect delivery networks.
Where this happens, we will work with the delivery provider to get the parcel delivered as quickly as reasonably possible and will provide information where it is available.
These circumstances do not remove any statutory rights that may apply.
Lost parcels
If your parcel appears to be lost in transit, contact Tree2mydoor rather than trying to resolve the claim yourself with the delivery provider.
We will investigate the delivery and arrange an appropriate remedy if the parcel cannot be recovered.
Delivered to the wrong address
If you supplied the correct delivery address but tracking indicates that the delivery provider has delivered the parcel somewhere else, please contact us.
We will investigate the delivery and arrange an appropriate resolution.
Damage during delivery
If the parcel or its contents arrive damaged, contact Customer Care as soon as reasonably possible.
Please keep the product and packaging. We may ask for photographs of the product, packaging and delivery label to help us assess the issue and make a delivery claim.
Please do not return or dispose of the product until we advise you what to do.
See our Returns and Refund Policy for more information about damaged or faulty goods.
If we fail to dispatch as planned
If we become aware that an order has not been dispatched as planned and this may affect an agreed delivery date, we will aim to contact you as soon as reasonably possible and explain the available options.
Packaging
We carefully package living gifts to protect them during delivery.
We have reduced the amount of plastic used in our packaging and our longer-term aim is to remove oil-based plastic wherever practical while maintaining the protection living products need in transit.
Contact us
If you have a delivery problem, reply to your order confirmation email or email care@tree2mydoor.com with your order number.
For telephone details and opening hours, see our Contact Information.