Ordering FAQ's

We have put together the answers for the most common questions which we are asked when customers are purchasing online. If you do not find the information you need here please do not hesitate to contact us. We are available Mon to Fri 8am to 5pm by phone or drop us an email and we will answer as soon as we can.

Delivery Information:

How much is delivery ?

Pure Tree delivery rates our based upon the items you have in your cart. If you add the items you wish to purchase to your cart you will find a list of delivery options available for the products you have selected on the cart page.

When Will My Order Be Delivered?

Most orders are dispatched from stock.  We aim to dispatch goods within 1-2 business days on a next day delivery service. Saturday delivery can be arranged if needed - please contact our sales office for prices. Orders received after 12PM will be dispatched the following day.

What If Any Of The Products Arrive Damaged?

Damaged or faulty goods must be reported to us immediately on delivery by phone: 01392 849116. Any damaged goods MUST be signed for as damaged on the delivery note. We will then make further arrangements with you to replace the damaged goods at the earliest possible date.


Out of Stock Products:

What If The Product Is Not In Stock?

In the unlikely event that the product you have chosen is not in stock we will contact you immediately. You will then be offered the choice of cancelling your order for a full refund or waiting until the product has come back in stock.


Payment Information:

What Payment Methods do you accept?

You can order securely online 24/7 or by phone Monday to Friday 8am - 5pm. We accept all major debit and credit cards and payment is made through our payment provider HSBC. Alternatively if you prefer please contact our sales office to pay over the phone.

Are My Credit Card Details Secure?

We use HSBC to ensure all our transactions are secure. HSBC uses the latest encryption methods to ensure your personal information is secure. If you have any further concerns please contact our sales office for more information.

Do I have to pay Online?

If you wish to pay over the phone please continue through the order selection and checkout process. As part of the checkout process you will be given an option to choose you payment method. Please click Pay by Phone. Your order will still be processed on our system and one of our sales advisors will call you for your payment details.


Returns and Cancellation Information:

What Is Your Returns & Cancellation Policy?

In accordance with the Distance Selling Regulations 2000 you have the right to cancel your order, up to 7 days after you have received the goods. All returns and cancellations must conform to the guidelines laid out in the “Distance Selling Regulation”.

If the goods have been dispatched, the goods must be returned to us in original condition at your own expense. A full refund will then be issued subject to the condition of the goods. Any delivery charges incurred will not be refunded even if free delivery had been included with the order. Refunds will be processed within 2 working days.

All goods must be re-packed as they were received. Returns can not be accepted on special orders.

To cancel your order you must inform us either in writing or by email.