Help and FAQs
Help and FAQs
Read our Woodland Dedications help and frequently asked questions here
General frequently asked questions on Merchandise, Dedicate a Tree, Plant a Tree/Plant a Tree for the Jubilee, and Native Tree Shop.
Merchandise frequently asked questions:
Q. Can I return the goods if I don't like them?
A. Yes, you can return them within 14 days to Woodland Trust, Freepost, Admail 4126, Grantham, Lincolnshire, NG31 6ZX.
Q. Can I return substituted goods if I don't like them?
A. Yes, you can. Return them within 14 days to Woodland Trust, Freepost, Admail 4126, Grantham, Lincolnshire, NG31 6ZX.
Q. Why do I have to pay extra postage for 'Walk in Woods' and 'Tree' books?
A. These are bulky and heavy items and the postage charges will not cover the cost of sending these items abroad.
Q. If you run out of stock for multipack orders will you be replacing with substitutes?
A. We will substitute stock if we are permanently out of stock or we expect the stock delivery to take more than 7 days to be delivered.
Dedicate a Tree frequently asked questions
Q. When will I receive my email certificate?
A. Email certificates are sent as soon as you have submitted your online order, though due to circumstances beyond our control they may occasionally take several minutes or possibly even hours before they arrive in the recipient's in box. If you or another intended recipient do not receive it, then please email us on customerservices@woodlandtrustshop.com providing full details of your order. A copy of your order confirmation is always helpful.
Q. What size will my e-mail certificate be if I print it?
A. The size of your email certificate depends on your printer settings. For best results we suggest printing as an A5 certificate.
Q. When will I receive my paper certificate?
A. We aim to dispatch postal Dedicate a Tree packs within 3 working days of receipt of order. Please note that occasionally, circumstances beyond our control could affect delivery times.
Q. How much is delivery?
A. All tree dedications are sent with free postage and packing, but any extra gifts added to the order will be subject to our usual p&p charge of £3.95.
Q. Will you print my name on the certificate?
A. We only print on the certificate the wording you enter for the dedication. The card that comes with the certificate is blank and you can personalise this as you wish.
Q. Can I have two trees?
A. You can order any number you wish, whether online through this shop, or over the phone by calling 0845 293 5840 between 9 am and 8 pm Monday to Friday and 10 am to 4pm Saturdays. If phoning, please have your words of dedication ready.
Q. I have placed an order for 3 trees. Can I have 3 separate certificates?
A. No, all the trees in each order have to be linked to one dedication, certificate and wood. You will need to place three orders for single tree dedications.
Q. Can I choose where my tree is dedicated?
A. We have a wide selection of woods which are advertised in our current leaflet and on our online shop. There are some where we have carried out recent planting to create a new wood or extension to a wood and some are mature woods. If you do not find a wood listed that is suitable then please call our Supporter Care team on Freephone 0800 026 9650 between 08.30 and 17.00 Monday to Friday. We do have some additional woods that we can offer.
Q.Will I know which particular tree is mine?
A. In order to keep our woods as natural as possible, trees are not marked or labelled in any way. However, we provide wood information sheets for each of our specially selected Dedicate a Tree woods and these include a map of the wood showing the area where the trees are dedicated.
Q. Can I choose which species of tree?
A. No, in order to keep our woods as natural as possible we do not mark the individual trees therefore it is not possible to be specific with regard to the species of tree dedicated for you. Our woods contain a wide variety of native broadleaf trees and with your certificate you will a wood information sheet for your selected wood that will detail some of the species planted.
Q. Are the woods all open to the public?
A. Yes, Woodland Trust woods are open free of charge for the public to enjoy.
Q. Can I scatter ashes in the wood?
A. The Woodland Trust has no objection to the scattering of ashes in our woods. However, we do ask that you do not hold any kind of formal ceremony and do not disturb the ground in anyway.
Q. I have dedicated trees before and would like the same wood and cannot see it on your list?
A. Please give our Supporter Care Team a call on our Freephone number 0800 026 9650, Monday to Friday between 8.30 and 17.00. We like to be flexible and if there are still trees available in the same wood we will do our best to accommodate you.
Q. I have made a mistake on my order - what should I do?
A. Please reply to the automated thank you email you received and tell us what you would like correcting and we will do our best to make the changes before the certificate is produced.
Q. Can I have the address of the wood to put in my satellite navigation system?
A. Woodland Trust woods do not have postal address as there is no building on the site. It is therefore not possible for us to provide this for you. We suggest using the nearest road name.
Q. Will there be signs directing me to the wood?
A. No we do not put any signage on the roads giving directions. You will need to use the Ordnance Survey map to help you locate the wood. Grid references are given on the wood information sheet which accompanies your Dedicate a Tree gift. You will see Woodland Trust signage on all gates and some entrances also have Information Boards.
Plant a Tree frequently asked questions
Q. When will I receive my pack?
A. We aim to dispatch Plant a Tree packs within 3 working days of receipt of order. Please note that occasionally, circumstances beyond our control could affect delivery times.
Q. How much is delivery?
A. All Plant a Tree packs are sent with free postage and packing, but any extra gifts added to the order will be subject to our usual p&p charge of £3.95.
Q. Will you print my name on the certificate?
A. We only print on the certificate the wording you enter for the dedication.
Q. Can I have two or more trees?
A. You can order any number you wish, whether online through this shop, or over the phone by calling our Customer Service Team on Freephone 0800 0269650 between 08.30 and 17.00, Monday to Friday. If phoning, please have your words of dedication ready.
Q. I have placed an order for 3 trees. Can I have 3 separate certificates?
A. No, all the trees in each order have to be linked to one dedication/certificate. You will need to place three orders for single tree dedications.
Q. Can I choose the wood where my tree is to be planted?
A. Yes. Trees for 'Plant a Tree for the Jubilee' will be planted in our flagship Diamond Wood in north-west Leicestershire. Trees can also be planted on other current planting sites - see our shop for details, or telephone our Customer Service Team on Freephone 0800 026 9650 between 08.30 and 17.00, Monday to Friday.
Q. Will I know which particular tree is mine?
A. In order to keep our woods as natural as possible, trees are not marked or labelled in any way. However, we do provide an information sheet about the wood which includes a map showing the general location of where your tree has been planted. In the case of Plant a Tree for the Jubilee, the exact location of the grove will be emailed to you once the planting has taken place - if you have asked to be included on our regular emailed updates. We will not, however, be sending out updates by post.
Q. Can I choose which species of tree?
A. No, in order to keep our woods as natural as possible we do not mark the individual trees therefore it is not possible to be specific with regard to the species of tree planted for you. Our woods contain a wide variety of native broadleaf trees and with your certificate you will receive a wood information sheet for your selected wood that will detail some of the species planted.
Q. Are the woods all open to the public?
A. Yes, Woodland Trust woods are open free of charge for the public to enjoy.
Q. Can I scatter ashes in the wood?
A. The Woodland Trust has no objection to the scattering of ashes in our woods. However, we do ask that you do not hold any kind of formal ceremony and do not disturb the ground in anyway.
Q. I have made a mistake on my order - what should I do?
A. Please reply to the automated thank you email you received and tell us what you would like correcting and we will do our best to make the changes before the certificate is produced.
Q. Can I have the address of the wood to put in my satellite navigation system?
A. Woodland Trust woods do not have postal address as there is no building on the site. It is therefore not possible for us to provide this for you. We suggest using the nearest road name.
Q. Will there be signs directing me to the wood?
A. No we do not put any signage on the roads giving directions. You will need to use the Ordnance Survey map to help you locate the wood. Grid references are given on the wood information sheet which accompanies your Dedicate a Tree gift. You will see Woodland Trust signage on all gates and some entrances also have Information Boards.
Native Tree Shop specific frequently asked questions
Q. How long will delivery take?
A. Plants/Canes and Spirals will be delivered within 7 days of your order and separately to any other ordered products. Your plants will be sent to you in secure packaging by Royal Mail for orders of 15 plants and less and by National couriers for larger orders.
Q. What size are the saplings?
A. The saplings will be between 15-40cms high depending on species. Broadleaved trees and conifers are usually supplied at this size whilst shrubs are generally trimmed back to encourage side shoots and are sold as 15-30cms plants. The saplings will be about 1-1 1/2 years old.
Q. Can you offer advice on suitable saplings to plant?
A. You can search for suitable species by going to http://www.albatrees.co.uk/selector
Q. Do I have to plant the trees immediately?
A. There is no need to put the trees into pots. As long as they are removed from the box and stand up right keep moist and sheltered from the wind they will be fine for a couple of weeks, or even up to a month. But it is important that they do not dry out.
All plants have been raised in the unique Rootrainer system which encourages healthy, well-directed roots without any of the spiralling and subsequent instability often found in traditional pot-grown plants. The plants have also been raised from UK seed stock producing plants that are much more able to cope with our usual weather conditions.
Although your plants will generally be smaller than traditional garden centre stock they have an excellent fibrous, well formed root system. This will enable them to establish quickly and catch up with taller more expensive plants - making them an extremely cost effective alternative
For further help on planting please go to our MoreTrees MoreGood website.
Q. Where are your native trees from?
A. Our selection of native trees are supplied by Alba Trees Plc the UK's largest producer of cell grown plants. Founded in 1988, based in East Lothian Alba Trees operate from a 7 hectare nursery. Alba Trees hold the Royal Warrant as Woodland Tree and Shrub Nurserymen by appointment to Her Majesty the Queen.
Q. Can I order plants to be delivered outside of the UK?
A. Unfortunately we can only offer delivery of the saplings to UK addresses.
Q. I would like to order more native trees than the website offers, what should I do?
A. If you would like to place bulk orders for trees, please contact Alba Trees direct who will be happy to take your order.
Q. Can I have the saplings delivered to an alternative address?
A. Yes during the order process there is a facility to add an alternative address and also any delivery instructions, e.g. leave in garage.
If you should have any further queries please contact our Customer Service team on 0800 026 9650 between 08.30 and 17.00, Monday to Friday, or email customerservices@woodlandtrust.org.uk
