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    DOMESTIC DELIVERY INFORMATION


    How does Brexit affect my order?

    After 1 January 2021, orders will continue to be processed and delivered from our fulfillment centers within the UK and the EU. When possible, we prioritize delivering to UK addresses from the fulfillment centers in the UK. For orders that must ship from the EU, there may be some slight delays due to the extra step of customs clearance. For details on your order and delivery status, please visit our order status page.


    What Delivery Options Do I Have?

    Currently, we offer free standard delivery on all orders to the UK and the Republic of Ireland.


    When will my order be delivered?

    TERMS & CONDITIONS

    Orders received by 11 pm GMT on working weekdays (Monday to Friday) will usually be dispatched the following working day. This will not be the case if you have entered a preferred day or week that is not 'next day'.

    Goods ordered on a Saturday or Sunday will be dispatched on the next working day (Monday) unless a preferred date has been entered.

    It is the customer's responsibility to check their order before confirmation.

    DELIVERY TERMS & CONDITIONS

    Due to significant congestion in transportation, our delivery partners are currently processing a record number of packages. Some deliveries may experience delays. Expected transit time is 5-10 business days for mainland UK. However, we recommend monitoring your tracking number(s) for real-time delivery updates. Rest assured, we are working hard to get your Balsam Hill purchase to you as quickly as possible and appreciate your patience.

    All delivery charges and areas are shown on our delivery pricing page. We reserve the right to amend all delivery prices and conditions at their discretion and without notice. Deliveries will be sent via courier.

    All deliveries are made to your door. Delivery personnel are not contracted to install your Christmas tree or remove any packaging.

    Deliveries are made Monday to Friday. Please contact us the following working day for an updated schedule. We will inform you if we know of any expected delays or problems.

    All delivery services are offered in good faith. However, we do not accept responsibility for items that do not arrive on a particular day. We cannot accept this as a valid reason to cancel your order. If you refuse your delivery or part of your delivery for this reason or any other reason except for damaged or incorrect items sent, you will be refunded minus the delivery cost and cost of returning the products to us.


    What Are My Delivery Charges?

    Delivery is free.


    Delivery To PO Boxes

    We currently are unable to ship to PO boxes. Please supply a physical mailing address when filling out your delivery information.


    Can I Delay My Shipment To A Certain Date?

    We do not offer a delayed delivery option at this time.


    My Package Was Damaged Or Lost During Shipment.

    Damaged Package

    • Please notify us within 7 days of receipt of a damaged package with the UPC code on the damaged carton and a complete description of the damage.
    • Balsam Hill ® will have our courier provider pick up the damaged packages for inspection. As long as the damaged item is still in stock, we will send a replacement item.

    Lost Package

    • You have not received your package after the date that our courier provider estimated the package to be delivered, please contact us. If there is a tracking number that shows the package in transit, but not moving after a certain date, we will follow up with our courier provider and will provide you with an update within 24 business hours.
    • If your tracking number shows that your package was delivered, but you did not receive it, please contact us. If your order contained more than one box, we will need to get the tracking numbers of the boxes that were received. We will work with our courier provider and get back to you with a solution within 24 business hours.

    An Item Is Missing From My Shipment.

    Click the My Account link at the top right hand side of our site to track your order status. Please note that the My Account section of the site is only accessible on desktop and tablet devices. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Service for assistance.


    My Product Is Missing Parts.

    Click the My Account link at the top right hand side of our site to track your order status. Please note that the My Account section of the site is only accessible on desktop and tablet devices. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact Customer Service for assistance.


    I Received The Wrong Product.

    If you feel that you have received the wrong product, please contact Customer Service within 72 hours of receiving the product.

     

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