Help Centre

Add what you like to your bag, then check out. Checkout is handled securely by Shopify, and we email your order confirmation as soon as it goes through.

No. You can check out as a guest. An account lets you see your orders and save your addresses. About your account

Contact us as soon as you can with your order number. We’ll do our best to make the change before your order ships. Once a parcel has shipped we can’t change it, but you can return it under our returns policy.

Check your spam or promotions folder first. If it isn’t there, contact us with the name and email you used at checkout and we’ll look it up.

We ship to the 48 contiguous US states and Washington, DC. We don’t ship to Alaska, Hawaii, US territories, PO boxes or addresses outside the US.

Standard shipping is free on orders of $100 and over, and $12.99 on orders under $100.

Orders usually arrive in 5–10 business days. Business days are Monday to Friday, excluding US federal holidays.

Our products ship from different US warehouses, so one order can arrive in more than one parcel, sometimes on different days. Each parcel gets its own tracking link.

We email a tracking link when each parcel ships. You can also track your order here or sign in to your account.

Order by December 10 for delivery before Christmas. More on holiday shipping

You can return unused items in their original packaging within 30 days of delivery. Read the full returns policy

Sorry about that. Tell us within 7 days of delivery and include photos of the item and the packaging. We’ll send a replacement or give you a refund, at no cost to you.

Contact us with your order number and the items you’d like to return. We’ll send you the return address, because items go back to different US warehouses. Please don’t send anything back before you hear from us.

We refund to your original payment method within 5–10 business days of your return arriving at the warehouse.

Pre-lit trees come with warm white LEDs built into the branches, so there’s nothing to string. Unlit trees need lights. If you pick an unlit tree in Build Your Tree, we mark Sparkler warm white lights as Recommended. Nothing is added until you choose it.

First check that each section is pushed firmly into the one below and that any plugs between sections are connected. If a section still won’t light, contact us before you return anything. We may be able to send you a replacement part.

A little, mostly when you first unpack it and shape the branches. Set it up over a sheet, and it settles quickly. Any loose flocking vacuums up easily.

1. Open the stand and set it on a flat floor.
2. Fit the sections from the bottom up.
3. Shape the branches, working from the inside out and from the bottom up. This is what makes the tree look full, so take your time.
4. For pre-lit trees, connect the sections and plug in.

Unplug it and take off the ornaments. Separate the sections, fold the branches up, and store them in a box or tree bag somewhere cool and dry. For flocked trees, pack loosely so the flocking isn’t crushed.

Measure your ceiling and leave room for a topper. A tree about 6 to 12 inches shorter than your ceiling usually looks right. Tabletop trees like The Piccolo suit counters, desks and small spaces.

It depends on the look you want. Each set lists its piece count and sizes on its product page. In Build Your Tree you add sets one at a time and see the total as you go.

Checkout is handled by Shopify. You can pay with major credit and debit cards, Shop Pay, PayPal, Apple Pay and Google Pay, where available.

Yes. Payments are processed through Shopify Checkout. We never see or store your full card number.

Sales tax, where it applies, is calculated at checkout based on your shipping address.

On the checkout page. Build Your Tree set savings are applied automatically in your bag.