DELIVERY
How many days will it take for my tree to be delivered?
The length of tree delivery time depends on the delivery zone you live in. We will do our best to prepare and ship your order in shortest time possible. On the day of delivery, you will receive an SMS message from the courier company specifying the delivery time. The courier will contact you by phone at the indicated time.
What if the day or place of delivery of the tree does not suit me?
In that case, you can call the phone number from which the SMS message was sent to you, or the number of the courier company, and agree on a different date or place of delivery.
How is the Christmas tree packed?
All Christmas trees are packed in cardboard boxes, in which they will also be delivered to you.
PAYMENT
Can I pay for the tree when receiving the goods (cash on delivery)?
Unfortunately, Tree Empire does not support cash on delivery payment method. However, you can pay for the goods online.
Is it possible to pay online by card?
Yes, it is possible to pay by card online using besteron payment gateway. It offers a wide range of payment buttons (VISA, MASTERCARD)
ORDER
How do I know if I have placed an order?
After creating the order, an automatic e-mail is always sent to you within a few minutes about the receipt of the order. If you did not receive such e-mail, it is possible that you entered the wrong e-mail contact, or an error occurred in the system. If you are not sure whether you have placed an order, you can call our phone number: +421 232 447 779 or write to us at our email address info@treeempire.eu.
When do you ship the Christmas tree?
We always ship the tree within 24 hours of receiving the order. After packaging and preparation for the courier company, an e-mail is sent to the customer about the shipment of the goods.
Until when is it possible to order a Christmas tree before Christmas?
The last day to order a Christmas tree is December 10th 2023 until 11:59 p.m., as the courier companies cannot handle the rush of packages during this period and we care that the tree is delivered to you by Christmas.
How should I proceed if I want to make a change to my order?
In this case, contact us at our e-mail info@treeempire.eu or by phone at +421 232 447 779.
ACCESSORIES
Is the tree stand included in the package?
Yes, the stand is included in the package of every Christmas tree.
Will I receive a tree with a metal or artificial stand?
Under each type of tree, you will find the product specification, where the type of stand is also indicated. An artificial stand is part of the packaging of traditional Christmas trees, and a metal stand is usually included with realistic trees.
Is it possible to replace the artificial stand with a metal one?
The tree stand cannot be replaced, but you can purchase a tree stand separately on our website.
TREE SPECIFICATIONS
How many parts does a tree consist of?
Sizes from 300cm to 450cm consist of four parts.
Sizes 270cm, 250cm, 220cm, 210cm and 180cm consist of three parts.
Sizes 150cm and 120cm consist of one part.
How long is the top tip of the tree?
The top tip of the tree itself measures approx. 20 cm for all sizes of traditional trees. For realistic trees, the length of the top tip varies from 10 cm to 15 cm. This fact must also be taken into account when choosing the appropriate size of the tree.
Does the height of the tree already count with the tree stand?
Yes, the maximum height of the tree is measured from the ground, together with the stand, to the very end of the top tip of the tree.
What is a realistic tree? What is the difference between a realistic tree and a traditional tree?
Artificial realistic Christmas trees have branches made of PE (polyethylene) materials that are molded to create perfect three-dimensional branches. Traditional Christmas trees are made of PVC (polyvinyl chloride) films and the needles are flat like paper. If you need advice on choosing a Christmas tree, we have the exact procedure for you, which you can find HERE.
Why are realistic Christmas trees thickened with traditional PVC needles?
The trees are thickened with PVC needles mainly due to the affordable price for the customer. The most realistic trees are completely made of PE branches, which makes their price double the price of realistic trees.
Are the traditional PVC needles used to thicken the tree visible in the realistic trees?
The PVC needles are not visible at first glance. When buying a tree, you should also think about the fact that you will decorate the tree, which will perfectly disguise the traditional PVC needles.
COMPLAINT
Is there any warranty on the tree?
Yes, we provide 2 to 4 year warranty on all our trees.
Within how many days can I complain about the goods without giving a reason?
You can complain about the goods without giving a reason within 14 days of receiving them.
How should I proceed with a product complain?
If you want to complain about the goods, you have to write out the withdrawal from the contract remotely, pack them together with the goods back in the box and send them to our address. You can find all the necessary information, as well as withdrawal from the remote contract, on our website in the RETURNS section.
WARNING: we are not obliged to trace the claimed goods received without a written withdrawal from the contract. Therefore, we ask customers to proceed consistently with complaints.
What if the height of the tree does not suit me? Is it possible to exchange the tree for a bigger/smaller one?
Yes of course. In this case, please write to us on the order confirmation e-mail that you received from us after creating the order. Write to us in the e-mail what size you would like to exchange your tree for.
After unpacking the tree, I found that I was missing one leg from the stand. How should I proceed in such a case?
In this case, please write to us about your problem in the order confirmation e-mail that you received from us after creating the order, and we will send you the replacement leg by courier the very next day.
YOU CAN FIND ALL THE NECESSARY INFORMATION REGARDING COMPLAINTS IN OUR SECTION RETURNS.
LAYOUT AND LOCATION OF THE TREE
How should I unfold the tree correctly?
In case you don’t know how to unfold your tree correctly, we have prepared for you the exact procedure for unfolding the tree, which you can find HERE.
It is not recommended to place the tree in the immediate vicinity of a fireplace or any other heat source.
If you did not find an answer to your questions in the previous text, “Frequently Asked Questions”, write us your comment or question and we will be happy to answer it. THANK YOU
