HELP & FAQs
This is where you will find answers to the most frequently asked questions. If the answer is not here, please don't hesitate to contact us.
Where is my parcel?
If you are waiting for a parcel to arrive or experiencing any issues, please check your parcel's tracking by clicking on the link in the shipping email we sent you. You will also receive delivery updates from Royal Mail if you've opted in for these.
My parcel has arrived too early
It would be best to open your parcel as soon as possible and follow the care guide enclosed. Your gift can easily be re-parcelled before giving it to the recipient.
My parcel has not arrived
Please check your parcel's tracking which can be found on your shipping confirmation email. If it has taken longer than the stated delivery time, please let us know and we'll do everything we can to make it right.
I'm not sure what gift to choose.
We love helping with your quest for the best, most meaningful gift! So we've created a few handy ways to make your choice a little easier.
Browse through our tree meanings to find a gift by the perfect Symbolisms
Search for a thoughtful gift that's spot on for their special Occasions
Scroll through our 'Best For' collections to view gifts suited to your recipient.
Alternatively, send us a message with details of the recipient and occasion. We'll send our personal top picks.
Can I edit my order?
Certainly! Please reply to your order confirmation email as soon as possible. We can edit your order up to 10am on its shipping day.
Will an invoice be sent with my tree gift?
We never send any payment information with your gifts. Instead, you will receive proof of payment via email.
Can my tree gift arrive on a specific date?
We offer a free future delivery service so you can place an order anytime and leave a note with your preferred delivery date during checkout. We are unable guarantee an exact delivery date right now. Your tree gift will be delivered on or just before your preferred date. Our full delivery policy is available here.
Can I cancel my order?
Of course! Please contact us before we have dispatched your gift and include your order number. We will happily place a full refund in your account.
Can I place my order via telephone?
Of course, we are always here and super happy to help! Our phonelines are open Monday to Friday 9:30am-5pm.
What courier will deliver my tree gift?
We use Royal Mail as they are reliable and swift. They are also the greenest couriers who continue to put environmental issues at the top of their business agenda.
How much does delivery cost?
Our standard delivery is FREE and will arrive 2-3 working days after placing your order. Our Premium delivery service is £6. Please read our Delivery and Returns page for specific options.
Can I collect my tree gift from The Present Tree?
The Present Tree is solely an online shop so our greenhouse and gardens are not open to the public. But not to worry, our delivery service is very swift and reliable.
Can you deliver directly to the recipient?
Yes! Every tree is sent in its beautiful gift parcel meaning it can be delivered directly to the recipient(s).
Can you deliver to Ireland, EU and Rest of World?
Due to customs delays and import restrictions we cannot deliver outside the UK right now, but we’re working on it!
How can I track an order / Where is my parcel?
Once your order has been sent on its merry way, you will receive a shipping confirmation email containing a tracking link meaning you can follow your tree gift's full journey! You will also receive delivery updates from Royal Mail if you've opted in for these.
Can I return my tree gift?
Absolutely! If you are not completely delighted with your gift The Present Tree offers a no quibble returns policy. If the item is returned to us within 2 weeks of its delivery, we will refund the full amount you paid or offer an exchange of the same value. The Present Tree does not offer free returns as standard. Please note we cannot refund engraved items.
View our full Delivery & Returns policy here.
My order arrived damaged, what should I do?
Oh no! Our parcels are sturdy and well protected, but occasionally accidents happen. We are very sorry if this is the case with your gift. Please get in touch with us and include a photo if possible. We will send a replacement straightaway.
I received an incorrect or incomplete order.
We take pride in our high standards of presentation and try our very best to ensure no detail is overlooked. Please get in touch with us here with any issues and we will happily sort it as soon as possible.
I'm not happy with my tree's appearance.
If any gift falls below our high standards we will do our utmost to make everything better. The best way to do this is to send us some photos of your tree we will be more than happy to get back to you with tailored advice and a resolution.
Why does my tree not have leaves?
Many of our trees are deciduous and will shed their leaves in winter. This is perfectly natural and your tree will remain bare until fresh, new leaves appear in spring. This seasonal change is explained in your care guide enclosed.
Please get in touch here or via firstname.lastname@example.org
What pot size should I plant my tree?
Your tree will appreciate growing in an outdoor pot approximately double the size of the organic pot it arrives in. It'll happily thrive for several years in a flower pot, if you can possibly increase the size every couple of years to allow its roots to grow.
Why does my tree have no leaves?
Many of our trees are deciduous and will shed their leaves in winter. This is perfectly natural and your tree will remain bare until fresh, new leaves appear in spring.
How long can my tree stay in its parcel?
Your tree gift will appreciate plenty of sunlight as it is growing new shoots and leaves. Please open your parcel as soon as possible and follow the care instructions enclosed. Your gift can be re-wrapped before giving it to the recipient. In winter, most of our tree gifts will be happy in their parcel for a few days after delivery, please place your parcel somewhere really cool, a porch or garage is ideal.
When will my tree blossom/fruit?
This can vary from species to species. Our beautiful fruit trees will produce blossoms in the next 3-6 years. In its younger years it will focus all its energy on growing new shoots and branches, once it has established firm roots it will happily produce blossoms in spring and fruit every summer. For more specific advice, please don’t hesitate to get in touch.
For further advice, read our tips for growing fruit trees here.
What type of soil should I use?
Any suitable soil should maintain sufficient aeration and drainage while retaining essential amounts of moisture. A general purpose compost will provide all this and it can be supplemented with organic fertilisers too. Please remember, in a pot your tree isn’t able to spread its roots into the ground to reach water so you will need to water your tree regularly and fresh rain water is best.
View our blog on planting your tree here.
Can I keep my tree indoors?
Most trees are outdoor plants and need to be kept in their natural environment in order to thrive. This can mean being planted directly in the garden or kept in a pot on a sunny terrace, balcony or doorstep etc. If you would like to view our range of trees suitable for indoor spaces, please click here.
What height will my chosen tree reach?
Average tree height in 5-10 years