Problems with the tree
Straighten the tree in its pot
A leaning tree can generally be easily straightened. To do this, push on the trunk to make it upright and pack the soil on the side where the tree was leaning.
Ask for help
If after trying these solutions, your tree is still leaning or not stable, feel free to contact us, sending us photos of the problem. We can then offer you solutions or an exchange.
Please attach photos of the tree
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Upon arrival of the tree and during unpacking, it is completely normal for a certain amount of needles to fall. They are constantly renewing and remain trapped in the net and branches during the few weeks the tree stays wrapped. When you remove the net, the needles that were trapped fall during the first hours.
Significant needle loss more than 48 hours after delivery
If the tree is losing its needles abnormally, you can contact us without hesitation by attaching photos of the tree. We can then find an appropriate solution.
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Arrival of the tree
To take up less space during transport, the tree is wrapped in a net. Our delivery person, depending on the location of the tree drop-off, will remove the net. It is therefore possible that the tree has a closed appearance at the time of receipt.
Unpacking
If the tree is still in its net, carefully unpack it as soon as possible after delivery. Remove all ties or strings that hold the branches folded. Then gently lower them to allow the tree to regain its original shape.
Patience
At the latest 48 hours after unpacking, the tree should regain its natural shape without any intervention.
Gentle handling
You can assist the process by gently manipulating the branches to help them open. Do this carefully to avoid damaging the tree.
See the video tutorial
Customer service assistance
If after all this your tree still hasn't opened or if you have other concerns, please contact us by sending photos of the issue. We can then offer you solutions or an exchange.
Please attach photos of the tree
Contact us
Contact us quickly
Please contact us as soon as possible after receiving your tree, sending us photos of the issue. This will help us assess the situation and find an appropriate solution or exchange.
Please attach photos of the tree
Contact us
Tree replacement
If the tree is indeed sparse, dry, or does not meet the expected quality, we will arrange for a replacement as soon as possible.
Care tips
Sometimes, storage or transport conditions can affect the appearance of the tree. Make sure your tree is well-watered and placed in a suitable location away from direct heat sources. We will be happy to provide you with additional tips for maintaining your tree.
Hydration
Make sure your tree does not run out of water. The soil should always remain slightly moist. Depending on the heat and humidity of the room, you need to add one to two glasses of water per day so that the tree does not lack it.
To regulate the water supply, we offer ceramic watering spouts for order, easy to attach to a water bottle, which allow for continuous hydration of the soil for several days.
Placement
Place your tree away from direct heat sources such as radiators, fireplaces, or heating appliances. If you have underfloor heating, also make sure to place the tree on a stand. Excessive heat accelerates the drying out of the tree.
Ambient humidity
If the air in your home is very dry, this can contribute to faster drying of the tree. More frequent watering is therefore recommended.
Tree lights
Use LED lights that produce less heat compared to traditional lights. Less heat helps keep the tree fresh longer.
Insects or diseases
Our trees have grown in their natural environment and may sometimes carry a bit of the surrounding wildlife. Small insects may sometimes be dormant in the soil and wake up once the tree is warm in your living room. In any case, no harmful organisms can be found in the soil or the tree. If needed, do not hesitate to contact our team.