Terms & Conditions

1. Products

1.1. All products are subject to availability. Where supply difficulties arise we reserve the right to substitute with a product of equivalent value and quality without notice.

1.2. If we are unable to supply all or part of your order we will notify you as soon as possible and reimburse your payment in full, no later than 30 days after the intended delivery date.

1.3. Delivery dates are as advertised on our site unless a different date is requested and confirmed in writing by our customer service team.

2. Product Guarantee

2.1. Good Elf guarantees the quality of the product and service we provide. If you are not satisfied with your tree, contact us within 48 hours of delivery and we will investigate. Where there is a genuine quality issue we will replace the product. We do not exchange trees because a customer does not like the shape. This does not affect your statutory rights as a consumer.

2.2. Trees must be looked after while in your care. The guarantee does not cover trees that have not been cared for properly:

2.2.1. Trees should be kept in a stand with a reservoir of clean fresh water, replenished daily.

2.2.2. Very warm environments, underfloor heating, and air conditioning dry out a tree. These conditions are not suitable for cut Christmas trees.

2.2.3. Direct heat sources including radiators and hot lights will damage the tree.

3. Orders and Payment

3.1. You will be required to provide complete personal details, including accurate postcode, and all necessary payment details at checkout.

3.2. We accept payment by all major credit and debit cards and PayPal.

3.3. By completing the order process you agree to be bound by these Terms and Conditions.

3.4. We will confirm your order by email. A contract between us is formed when that confirmation is sent.

4. Delivery

4.1. Standard delivery means delivery on the date advertised on the Good Elf home page unless otherwise confirmed.

4.2. Delivery is included in the total price for UK mainland addresses. The Republic of Ireland, Isle of Man, Channel Islands, and other locations may incur additional charges.

4.3. Some products are not available for delivery to certain areas. We will advise you before you place your order where this applies.

4.4. Where deliveries are made via courier, we will provide the first available date when you order. Every effort is made to deliver on your chosen date, but an exact time cannot be guaranteed. Courier deliveries are not available to Scottish Highlands (and some Scottish Islands), Eire, Channel Islands, Scilly Isles, BFPO addresses, or HM Prisons, or on weekends and bank holidays.

4.5. For Saturday and Sunday deliveries in the run-up to Christmas, orders will be processed and delivered as normal.

4.6. Please ensure you provide a complete and accurate delivery address, postcode, and contact number. Where the carrier is unable to find someone to accept delivery and cannot leave the goods in a safe place, a calling card will be left. If no contact is made we reserve the right to charge for re-delivery.

4.7. Delivery on the requested date cannot be guaranteed in all circumstances. Where delivery is not possible on the requested date we will notify you as early as possible and either make alternative arrangements or reimburse your payment in full.

5. Cancellations and Amendments

5.1. To cancel or change your order, call us on 0203 519 9997 or use our contact page. Please give at least 48 hours notice before the requested delivery date.

5.2. We cannot cancel an order for perishable products once it has been dispatched.

5.3. If goods have already been dispatched and you wish to cancel, Good Elf charges a cancellation fee of 100% of all payments made. We reserve the right to charge an additional fee for collection if required.

5.4. You may cancel any payment where fraudulent use has been made of your credit or debit card by a person not acting on your behalf, and will be re-credited to the extent that such sums are not reimbursed by the card issuer.

6. Customer Service

6.1. Any complaints should be addressed to our customer service team via the contact page.

6.2. Our team will aim to resolve your complaint within 48 hours of it being logged.

6.3. Given the perishable nature of our products, please raise any complaint within 1 working day of delivery or intended delivery.

7. Disclaimer

7.1. We use all reasonable endeavours to keep the Good Elf website fully operational and error-free. We cannot guarantee this and accept no responsibility for any defects or interruptions. We are released from our obligations under these terms in the event of any cause beyond our reasonable control that makes provision of the service impossible or impractical.

8. General

8.1. We reserve the right to amend these Terms and Conditions at any time. Changes will be posted on this page and take effect five hours after posting. Your continued use of the site constitutes acceptance.

8.2. We reserve the right to suspend or terminate access to the site or our services at any time.

8.3. These Terms and Conditions, together with all notices and policies on this site, constitute the entire agreement between us. If any provision is found to be invalid the remaining provisions continue in full force.

8.4. We comply with all current data protection legislation including the UK GDPR. Personal data is used only for fulfilling orders and as set out in our Privacy Policy.

8.5. A person not party to this agreement has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these terms.

8.6. These Terms and Conditions are governed by English Law. The parties submit to the exclusive jurisdiction of the English courts.

9. Intellectual Property

9.1. All rights including copyright in this website are owned by Good Elf. You may not reproduce, adapt, upload, link, frame, broadcast, or distribute any material on this site without our written consent, other than as necessary to view it or as permitted by law.

10. Privacy Policy

We are committed to protecting your privacy. This policy describes how your personal information is collected and used.

IP addresses. Our servers automatically record your IP address when you visit. This is used to analyse traffic in aggregate and to investigate misuse. We do not use it to identify individuals.

Cookies. We may send a cookie to your browser. Cookies help us remember your preferences. You can disable cookies in your browser settings, but some features of the site may not work as intended.

Your data. We do not sell, rent, or share your email address or personal information with third parties without your consent, except where required by law. We may use your contact details to notify you of orders, services, and in some cases products and news from Good Elf. We will not send you email you have not agreed to receive.

Disclosure. We will disclose personal information where required by law, or where necessary to protect the rights or property of Good Elf, its users, or to fulfil your order.

If you have questions about our privacy practices, contact us via our contact page.