Christmas Tree Ordering and Returns Policy

Returning your tree could not be easier

If the tree arrives damaged, does not meet your expectations or your requirements have changed, just reply to the email confirmation of your order and tell us what you would like to do. Your options are:


If the tree is damaged or does not fit your requirements and you require a replacement or alternative, we can arrange the exchange for you. The cost of the return of a damaged tree for refund is free. The cost of an exchange because you have changed your requirements is just £10.00.

Return for Refund

If the tree does not meet your expectations, you can arrange the return yourself for a full refund of the purchase price. Alternatively, Hayes will organise the collection for a £10.00 fee, which will be deducted from the price paid for the Tree. Hayes require notification of any returns within 14 days of receipt.

Do you need to be home?

We can usually arrange either of these within a day or two. You will not always need to be home to accept the exchange as long as there is somewhere it can be safely collected and/or left in your absence. It can also be collected from or left at a neighbour’s house or an alternative address.

Can I have my parcel delivered to an alternative address?

Your item can be delivered to any delivery address; it is easy to select the alternative address as you are checking out on our website. Just uptick the box that says deliver to Billing address and it will then allow you to enter an alternative delivery address.

Do I need to activate my Tree Guarantee?

Your Guarantee will be automatically activated once it is delivered and is registered on our order system. You will need to retain your order number for future claims on your guarantee.

How long will it take to deliver my Christmas tree?

Your Christmas tree will usually be delivered within 48-60 hours during the run up to Christmas, but can be delivered within 24 hours or on a specified date if required.  Our standard delivery charge of £4.99 applies to orders less than £50.00. However,  above that it is free no matter what your requirements, unless you require a Saturday delivery. In this instance there will be an additional charge of £20.00 and you will need to verbally advise us of this request.

If you require a tree the following day on which you place your order, you will need to make telephone contact to advise us of this requirement as during busy times, we can run 24 hours behind.

Purchasing a Christmas tree for delivery to Europe or Internationally

If you wish to get a quote for delivery of a Christmas tree or items to go abroad, please contact us with your full address and details of the items(s) you would like to order. You can either link to them or provide us with the website product reference so that there is no confusion. Please note this Overseas Delivery facility is not guaranteed.