FAQs

Merchandise

Q. Can I return the goods if I don't like them?
A. Yes (with the exception of personalised and perishable products), you can return them within 30 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 30 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.

Q. When is the last date I can order goods to guarantee UK delivery for Christmas?
A. Merchandise orders received before 21 Dec are guaranteed delivery for Christmas. Jigsaws are excluded from this - the last order date for Jigsaws is 13th Dec 2017. Please note, this date does not apply to overseas orders.

In-Memory Products

Q. Will my tree still grow under the ashes?
A. The biodegradable urn is designed specifically so that as it starts to biodegrade the ashes combine with the fertile soil and the urn’s organic compounds. This generates nutrition for the tree allowing it to grow.

Q. Where can I bury the urn? 
A. You may bury the urn on any land that is owned by you but we do not permit urns to be buried on Woodland Trust land.
You may be allowed to bury the urn in cemeteries – please contact the cemetery owner for permission.
Any soil type will suit the urn. Essentially, the soil type must be suited to the tree species and the same soil must be used both inside and outside the urn.

Q. Can I bury an urn at a Woodland Trust wood?
A. Urns cannot be buried on Woodland Trust land. In order to protect and maintain the natural state of our woods we do not allow anything to be permanently installed in our woods without prior Woodland Trust approval. This includes the burial of urns. The scattering of ashes is not permitted in any of our woods.

Q. Who should I approach to ask for permission to bury the urn?
A. If you would like to bury the urn on other privately-owned land, please contact the land owner directly.

Q. When is the right time to buy the urn?
A. You can buy the urn at any time. However, the best time to plant trees is mid-November to late-March in most of the UK, depending on the season. In higher and more northern climes, you may be able to plant into May. We plant in winter because this is when the tree roots are dormant and most able to cope with being moved.
The urn can also be used to start new tree life inside a conservatory during the colder months.

Q. How quickly should I arrange to bury the urn; will it start to degrade?
A. Arrange to plant the urn within 12 months of purchase but store the urn correctly in a cool, dry environment and leave the urn within its packaging.
The urn will start to degrade almost immediately after burial. The period of time that it takes to completely biodegrade is between 3 weeks and 3 months as this depends on the moisture content on the soil. If it is planted in desert conditions it will take several months.

Q. What is the urn/jewellery made of?
A. The urns are made from binding plant organic substrate, fibre, golden sand and plant extracts. They are 100% biodegradable and are processed in such a way that any potentially environmentally harmful material is destroyed.
The jewellery pieces are made from sterling silver, with gold and glass diamanté embellishments on some pieces.

Q. Where are the products manufactured?
A. The urns are manufactured in Spain and the jewellery is manufactured in Sri Lanka. All products have passed the Woodland Trust risk assessment procedure to ensure ethical supply and manufacture.

Q. Are the products ethically sourced?
A. Yes. All products have passed a full Woodland Trust risk assessment which ensures all products are ethically sourced and manufactured.

Q. What are the delivery prices and lead times?
A. Postage and packaging for each urn is £5.95. Postage and packaging for each jewellery item is £4.95. Urns are delivered with Parcelforce 24 hours. Keepsake jewellery is sent with Royal Mail first class signed for. You should receive your items within 24 hours of order confirmation.

Q. Can I buy the urn from my funeral director?
A. Some funeral directors may have these urns available to buy. If you would like to know if you funeral director carries these products, please contact them directly.

Q. Do I have to transfer the ashes to the urn/jewellery myself?
A. We recommend against transferring the ashes to the urn yourself. This should be carried out by a funeral professional. We are unable to recommend individual professionals to do this.

Q. Are instructions included for placing the ashes into the urn/jewellery?
A. Yes, instructions are included with each item.

Q. Can I fit more than one person/pet in the urn?
A. You may be able to fit more than one pet’s ashes into a large urn, but we would recommend against this. You are currently unable to fit more than one person’s ashes into an urn.

Q. Can I have a personalised/bespoke urn/jewellery?
A. Unfortunately we are unable to offer personalised or bespoke urns or jewellery.

Q. When will I receive my complimentary sapling?
A. Complimentary English oak saplings are only available with biodegradable urn orders. You will receive a voucher code with delivery of your order. This code is redeemable either online on our Native Tree Shop or via the telephone.

Q. Can I redeem the sapling voucher with you as I’ve bought the urn from the shop?
A. Vouchers are only redeemable against English oak saplings and only available with urn orders. They can be redeemed online or over the phone with the Woodland Trust Support Services team. Their telephone number is 0330 333 3300.

Q. Can I include an urn in my will?
A. Yes. Please contact our Support Services team to discuss this.

Q. Can I transport the urn overseas?
A. Yes. These urns have been cleared by customs in Spain, Germany, The Netherlands, Belgium, France and Australia. If you are thinking of transporting an urn to any of these countries or any others, please contact us first. The urn will pass through any airport x-ray system well as it is made of natural substances. If you are transporting this to out of the UK with the ashes inside, we recommend that it travels with you as hand luggage. It must travel with at least the Certificate of Cremation and perhaps also the Death Certificate. It is always best to contact the airline concerned to notify them that you are travelling with the urn in order to make sure that you abide by additional requirements.

We do offer international shipping at an additional £4 per item.

Woodland Dedication

 Q. How do I dedicate on-line?
A. The online shop provides a way to dedicate woodland online. You can dedicate with a single donation by just choosing the type of dedication you are interested in (i.e. quarter of an acre, etc), and then click on the 'Order now' button to show - region by region - all the woods where that dedication is available. You can then follow the step by step guide on screen to complete your dedication.

Q. How do I choose the wood I want my dedication to be in? 
A. Woodland dedications are available in many of our woods but because every wood is unique, not all dedications are available in all woods. So first you need to decide what type of dedication you want. Once you have clicked on the dedication you are interested in, and then add to basket to show - region by region - all the woods where this dedication is available.

Please note that on very rare occasions woods may become unavailable for dedication. We do apologise for any inconvenience this may cause. If this affects your choice, we will inform you as soon as possible and help you select an alternative wood.

Q. Can I dedicate single trees? 
A. Yes, the Woodland Trust offers a specific scheme for dedicating single trees in woodland sites around the UK.p>

Q. If I order a quarter acre dedication, how will I know which trees are mine? 
A. We'll mark the quarter acre dedication on a detailed map which you will be able to use to find the dedicated area. No markers are placed within the woodland as we try to keep our sites as natural as possible.

Q. If I dedicate an area of woodland, can I plant trees, or have trees planted in it? 
A. . No. The woods we use for dedication purposes are already planted; indeed most of them are mature and we would be reluctant to plant more trees partly because we would be unable to nurture them in the vital first three years. Also, spaces left in woods are usually left on purpose to provide meadows and grassy rides for both people and wildlife to enjoy and for natural regeneration. As many of our sites are ecologically fragile we also do not allow the planting of flowers or bulbs.

Q. Will the Woodland Trust carry out any works in woods available for dedication?
A. It is the Woodland Trust’s responsibility to ensure woods are maintained in a safe condition and where possible improve the structure for biodiversity and enhance their resilience. As part of this remit the Woodland Trust may have to carry out forestry works in woods available for dedications. We will endeavour to minimise the impact to dedicated areas wherever possible and ensure that any benches or posts will either be protected during operations or where these have to be removed will be well cared for and subsequently returned safely to the wood.

Q. When will you plant my trees? 
A. The trees are already growing. Dedications are made in both young and old woods but majority of the woods available have trees aged from 10 years on.

Q. If I buy a bench, or have one made for me, can I put it in one of your woods?
A. The Woodland Trust already offers a small range of benches in carefully selected woods at a price aimed to reflect the cost of both the bench and its installation, looking after the bench and the surrounding acre for the future, and of maintaining the pathways leading to it. For this reason, and on safety grounds, we are unable to accept offers of benches or other furniture. As a conservation organisation our primary aim is to create new woodland and manage our existing woodland. In order to keep our woods as natural as possible we have to restrict the numbers of benches and grove posts, and at the same time raise funds to help us look after them and to achieve our core aims.

Q. Does the Woodland Trust offer woodland burials?
A. The Woodland Trust does not offer a woodland burial scheme. For details of local councils and other organisations that operate such schemes, you may wish to contact the Natural Death Centre which has a complete and regularly updated list of around 200 schemes available in the UK:

The Natural Death Centre
12a Blackstock Mews
Blackstock Road
London
N4 2BT

Tel: 0871 288 2098
Email: contact@naturaldeath.org.uk

www.naturaldeath.org.uk

Otherwise, please contact your local authority direct.

Q. Do you allow ashes to be scattered in your woods?
A. We are grateful that people would like to respect their loved ones wishes by scattering their ashes within a woodland setting, and choose a Woodland Trust wood to carry out their wishes.

As the UK's leading conservation organisation, our priority is to protect and enhance woodland habitats. The Woodland Trust owns more than 1,000 sites across the UK, covering in excess of 23,000 hectares including more than 200 Sites of Special Scientific Interest (SSSI).

Many of our woods are home to rare and vulnerable species, and as such, each wood has to be managed on a site by site basis, requiring a sensitive approach. Scattering ashes can upset the delicate balance of woodland ecosystems and be damaging to sensitive species. Therefore we politely ask people to refrain from scattering ashes in our woods. There are other ways to remember a loved one at our woods. We offer a range of personalised, lasting tributes through our Dedicate A tree and Woodland Dedication options. If you would like to discuss a dedication in memory of a friend or family member, then please do feel free to contact us.

Dedicate a tree

Q. When will I receive my email certificate?
A. Email certificates are sent as soon as you have submitted your online dedication, 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 at enquiries@woodlandtrust.org.uk providing full details of your donation. A copy of your donation 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 donation by 2nd class post. Please note that occasionally, circumstances beyond our control could affect delivery times. If your dedication is time-sensitive, you may want to check the despatch date with our customer service team at the time of making your donation. We are unable to fulfil requests for same-day delivery.

Q. How much is delivery?
A. All tree dedications are sent with free postage and packing, but any merchandise order added to the donation will be subject to our usual p&p charge of £4.95.

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 dedicate two trees?
A. You can dedicate any number you wish, whether online through this shop, or over the phone by calling 0330 333 3300 between 9 am and 5 pm Monday to Friday. If phoning, please have your words of dedication ready.

Q. I have dedicated 3 trees. Can I have 3 separate certificates?
A. No, all the trees in each dedication are linked to one dedication, certificate and wood. You will need to make three separate dedications for single tree dedications.

Q. Can I choose where my dedication is?
A. We have a wide selection of woods which are advertised in our current leaflet and on our online shop. Areas for dedication include both recently planted and mature woodlands.

Q. Will I know which particular tree has been dedicated?
A. In order to keep our woods as natural as possible, trees are not marked or labelled in any way, nor is the area of dedication marked on the ground. 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. Will the Woodland Trust carry out any works in woods available for dedication?
A. It is the Woodland Trust’s responsibility to ensure woods are maintained in a safe condition and where possible improve the structure for biodiversity and enhance their resilience. As part of this remit the Woodland Trust may have to carry out forestry works in woods available for dedications. We will endeavour to minimise the impact to dedicated areas wherever possible.

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. We are grateful that people would like to respect their loved ones wishes by scattering their ashes within a woodland setting, and choose a Woodland Trust wood to carry out their wishes.

As the UK's leading conservation organisation, our priority is to protect and enhance woodland habitats. The Woodland Trust owns more than 1,000 sites across the UK, covering in excess of 23,000 hectares including more than 200 Sites of Special Scientific Interest (SSSI).

Many of our woods are home to rare and vulnerable species, and as such, each wood has to be managed on a site by site basis, requiring a sensitive approach. Scattering ashes can upset the delicate balance of woodland ecosystems and be damaging to sensitive species. Therefore we politely ask people to refrain from scattering ashes in our woods. There are other ways to remember a loved one at our woods. We offer a range of personalised, lasting tributes through our Dedicate A tree and Woodland Dedication options. If you would like to discuss a dedication in memory of a friend or family member, then please do feel free to contact us.

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 0330 333 3300, Monday to Friday between 8.30 am and 5.00 pm.

Q. I have made a mistake on my dedication - what should I do?
A. Please reply to the automated thank you email you received and tell us what you would like correcting. Regrettably we are unable to change any mistakes made on the personal message on the certificates.

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 and directions on the back of the wood information sheet that accompanies your Dedicate a Tree certificate to help you locate the wood. You will see Woodland Trust signage on all gates and some entrances may also have Information Boards.

Native trees

Q. Why can I not buy ash trees from the Woodland Trust any more?
A. Due to the concerns over the tree disease affecting ash trees Chalara fraxinea the Woodland Trust has called for a complete ban on imports of ash trees. However, to reduce the spread of any disease already in the UK we are removing ash trees from sale and are supporting the calls for restriction of movement of trees.

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. Why is the sapling so small and looking like a twig?
A. The saplings are currently in their dormant state and therefore look a little twig-like this is perfectly natural. Once planted and nurtured they will quickly grow into beautiful trees to be proud of. 

Q. What will you do if they fail to grow?
A. If they are protected from vermin, watered in the summer and kept weed free there should be no reason why they should fail to grow. However, the Woodland Trust cannot be held responsible for the failure of the sapling if sufficient care has not been taken and these main criteria have not been met.

Q. What happens if my sapling looks dead on arrival?
A. In their dormant state saplings can very often appear as if they are dead but they aren’t. However, if you scrape back a small piece of the bark and you do not see pale new wood underneath we will accept the tree back in its original packaging  and provide a full refund or a replacement. 

Q. What size are the saplings?
A. The saplings will be between 15-60cms high depending on species. 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 upright 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.

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. 

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. 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.

Q. When is the last date I can order trees to guarantee delivery for Christmas?
A. Orders received before 13th Dec 2017 are guaranteed delivery before Christmas.

If you should have any further queries please contact our Supporter Care team on 0330 333 3300 between 08.30 and 17.00, Monday to Friday, or email customerservices@woodlandtrustshop.com

Order by Telephone

If you would rather order over the phone please call us, note native tree items are only available online.

0330 333 5310

Cards accepted

The Woodland Trust shop accepts the following payment types:

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