Domestic Delivery Information
What delivery options do I have?
Currently, we offer free standard delivery on all orders to the UK.
Delivery terms to Channel Islands (Jersey and Guernsey):We operate under Delivery at Place (DAP) terms for Channel Islands shipments. What this means is that the responsibility for customs duties, taxes, and import VAT falls to the customer.
Duties and Import VAT:
Local customs authorities in the Channel Islands will assess any applicable duties and import VAT when your order arrives. These charges aren't included in your purchase price, and you'll need to pay them directly to customs. For rate and regulation details, please visit the Channel Islands customs authority website.
When will my order be delivered?
For Christmas
Order by 17 December (23:59pm local) to get it by Christmas for mainland UK.
Order by 15 December (23:59pm local) to get it by Christmas for the Channel Islands, Northern Ireland and Scottish Islands.
For mainland UK, the transit time is expected to be 2 - 4 working days. For the Republic of Ireland the expected transit time is 4 - 8 working days. For Channel Islands, Northern Ireland and Scottish Islands, the expected transit time is 3 - 5 working days.
Certain items that are particularly large or heavy are designated as oversize and require freight shipping. The freight company will drop off your delivery at your front door, back door, or garage. Freight shipping is complementary, but shipments may take an additional 24-48 hours to process.
Terms & Conditions
Orders received after 11am London Time on working weekdays (Monday to Friday) will usually be dispatched the following working day.
Goods ordered on a Saturday or Sunday will be dispatched on the next working day (Monday).
It is the customer's responsibility to check their order before confirmation.
Delivery Terms & Conditions
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.