Problem with delivery
Order confirmation
After placing your order, you will receive a confirmation email containing the chosen delivery date. Please check your inbox as well as your spam or junk folders in case our email is there.
The date is also visible from your customer account in the details of your order.
Delivery notification
A first reminder email is sent one week before delivery.
The day before the scheduled delivery, we will send you another email and/or SMS to remind you of the date and provide a more precise time slot.
Contact us
If you have not received information about the delivery date or if you have any additional questions, please feel free to contact us directly.
How do our deliveries work?
Our delivery routes are prepared the day before, based on orders received up to two days before the route. Therefore, it is impossible for us to know the delivery person's arrival time in advance.
Delivery notification :
The day before delivery, we will send you a second email and/or SMS to inform you of a more precise time slot.
Delivery by Planzer :
If the carrier indicated in your order mentions Planzer, you will receive an email with a tracking code when your tree is shipped. No delivery schedule will be provided in the case of delivery by this external carrier.
Additional questions
If you have specific questions regarding the delivery time on the same day, please feel free to contact us. Our team will do its best to provide you with updated information.
Check your order confirmation
The return date you selected is indicated in the confirmation email. If no date is displayed, the return has therefore not been selected. In this case, contact us so we can arrange a pickup.
Return notifications
The date for the tree pickup will be communicated to you just before Christmas by email. A second notification will also be sent to you the day before the return.
Contact us
If your order confirmation does not include a return date, please contact us so we can agree on an available time slot.
No one will be present during the delivery
In case of absence, the delivery person will leave the tree in front of the door, or at any other location you may have indicated during the order
Indicate a secure drop-off location
If you have a safe place where we can drop off your tree (like a garage, a terrace, or at a trusted neighbor's), please let us know in advance. When placing your order, you can specify delivery instructions in the comments section or contact us directly to provide this information.
Reception by a third party
If a family member, friend, or neighbor can receive the tree on your behalf, please let us know by providing their contact information. Make sure the designated person is aware and available on the scheduled delivery date.
Redelivery
If none of these options are possible and we cannot deliver your tree on the scheduled date, we will attempt to reschedule a new delivery. Additional fees may apply for redelivery.
The delivery person did not come
Our delivery routes sometimes last until 7:00 PM. Depending on unforeseen circumstances on the route, it is sometimes possible for the delivery person to arrive a little later than the indicated time.
Contact us
If no delivery has been made by the evening, please contact us so we can quickly find a solution. This may involve rescheduling the delivery or sending another tree.