FAQs
I like to put my tree up on the 1st December, can I order a tree?
Our trees can only spend up to three and a half weeks in the warm indoors to improve their chances of survival. We understand this might not suit everyone but for a tree to live on year on year we have to limit their time indoors.
Is a real, pot grown tree for me?
The trees are living, they can be also be a little quirky. If you want perfect, symmetrical this probably isn't for you.
The tree comes in a pot which contains soil so can weigh about 25kg or more so be able to carry it. They can be heavy!
I don't have a car, does this mean I cant rent a tree?
In the past customers have rented a car for an hour or even used public transport or pedal bikes.
I am going away during the Christmas period, does this matter?
It does. The tree must be watered every day. It is living and needs water throughout December and to improve the tree's chances of survival year after year. Unless you can find someone to come in and water the tree each day we would suggest that this year may not be the best year to rent if you are going away. The tree is real so needs water to live.
I don’t like my tree, what can I do?
The trees are unique, living trees and they are not perfect, they are shaped and they have been allowed to naturally grow within their own idiosyncrasies.
If you are really not happy with it or it is somehow damaged then please contact us with 24 hours of delivery and we will look to replace it, if you do not want a replacement but we have delivered, we will retain the delivery and collection charges.
If you visit one of our hubs to collect a tree and the trees are not to your liking we will refund your payment.
Why can you only bring my rollover tree to the front door and not into the house?
We’re really sorry but due to the insurance coverage we are not allowed to bring rollover trees into the house but we will bring it to your front door.
I am not in on the times you are delivering my rollover tree, can I arrange another time?
At present we are a start up and therefore do not have a big infrastructure. In time we will have more staff to offer more options but for now, our staff remain limited. We also aim to keep our carbon footprint down by making the deliveries in the most efficient way so will review this year on year.
Why the netting around the tree?
We are on the search for a better way to protect the tree and whilst the netting is biodegradable we would much rather that we didn’t have to use it. We have trialed many things but to date have yet to find a better solution, if you have any ideas please let us know.
Where can I place my tree?
Ideally not near a heat source, this can trick the tree into thinking its spring, new shoots grow then in January the tree heads back to the farm and boom it's freezing. The tree gets a cold shock - we must avoid this.
Our family loved the tree and we would like the same one next year, is that possible?
Yes, just let us know and we will mark it as one that will return to you and conditions permitting you will get the same one next year. The farm make every effort to keep them all alive but sometimes extreme heat can affect them. The 7 footers are at the edge of their growth in the pot so probably won’t be suitable to have back but we are looking at other options for you.
Why are the trees Norway Spruce and not Nordmann Fir?
Nordmann Fir are a popular tree these days, however they are not happy growing in a pot any bigger than 4ft as their root ball gets too big. Therefore if you want a tree that guarantees the best chance of being sustainable and living on year after year then the Norway Spruce is the best type. This is the tree that you will see in Trafalgar Square and has a beautiful pine smell.
When will you be collecting the tree?
We will collect the trees in early January. Please select a date when you check out. Please do not leave outside as other people like to collect our trees. We can only return your deposit once we have received your tree back at the farm.
Anything I need to do to the tree ahead of you collecting it?
Please ensure all the decorations are removed and where possible pull the netting up and bring the tree close to the front door. We don't recommend leaving outside as on occasions they have been removed by others.
How does it work if I want to rent the same tree next year?
If you like your tree and wish to have it back the following year then do let us know on collection, we will mark it up and will keep the deposit to secure your tree. If you wish to have your deposit back the tree will be returned to the stock.
I am a rollover customer but don't want my tree this year, can I have it next year?
Yes! We can certainly do that however as your tree will go back in to the rental pot we can't guarantee it will be the same tree next year.
How would I lose my deposit?
If the tree is dry, dying, broken, branches cut or damaged we reserve the right to keep your deposit. Also if the tree is not available for collection, then we reserve the right to keep your deposit.
When do I get my deposit back?
Once the tree is returned to the farm in good condition we will process the refunds
What if I need to cancel my order?
Notification to cancel is required 48 hours before 0001 hours on your chosen day of delivery, if notice is received within that 48 hour window then 75% of the cost will be kept by London Christmas Tree Rental. outside of that we will refund the full amount minus our associated admin costs.
Do you rent to businesses?
Yes we do and have rented to many corporate companies, if you are closed over Christmas we will likely need to collect before the Christmas break but this is not a problem just contact us to discuss.
What about COVID?
This is an ever-changing situation that we are all wrestling with so please keep checking as these FAQ’s are continually updated in line with Government requirements. The pots & saucers will be sanitised prior to leaving our storage facility. Our delivery staff: Will wear masks & tree handling gloves, will have hand sanitiser onboard, will only to deliver to your door, will stand 2m back, where possible. Our hubs: All hubs will operate a one-way system. All persons that would like to collect must be free of COVID symptoms as far as they know. Staff will wear masks and alcohol based hand sanitiser will be available .