FAQ's

Ordering & Payment

Q: What payment methods do you accept? A: We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay. You can also pay in installments with Shop Pay Installments with 0% APR.

Q: Can I modify or cancel my order after placing it? A: Please contact us immediately if you need to modify or cancel your order. Once an order is processed and shipped, we cannot make changes.

Shipping & Delivery

Q: How long will it take to receive my order? A: Standard UK delivery takes 3-5 business days.  You'll receive tracking information once your order ships.

Q: Do you ship internationally? A: Currently, we ship within the UK. International shipping may be available for certain items - please contact us for specific requests.

Q: What are your shipping costs? A: Standard shipping is £4.50 for orders under £50. Free shipping is available on orders over £75 within the UK.

Returns & Exchanges

Q: What is your return policy? A: We accept returns within 30 days of delivery for unused items in original condition. Return shipping costs are the customer's responsibility unless the item was damaged or incorrect.

Q: How do I return an item? A: Contact us to initiate a return. We'll provide you with return instructions.

Q: When will I receive my refund? A: Refunds are processed within 5-7 business days after we receive your returned item. The refund will appear on your original payment method.

Product Information

Q: Are your products handmade? A: Yes! All of our products at The Rustic Tree are handmade from scratch or hand-decorated and hand-finished. While we occasionally start with quality blanks like wooden boxes or bookmarks, every single item is personally crafted, decorated, and finished by hand in our workshop.

Q: Do you use machinery in your production? A: We use traditional hand tools and some power tools to help with our crafting process, but everything is controlled by hand. We don't use any automated machinery or CNC equipment - each piece receives individual attention and care throughout the entire making process.

Q: Why might there be slight variations between items? A: Because everything is handmade, each piece has its own unique character. Slight variations in wood grain, finish, or decorative details are natural and part of what makes your item truly one-of-a-kind. We consider these variations a feature, not a flaw!

Q: How long does it take to make each item? A: Creation time varies depending on the complexity of the piece. Simple items may take a few hours, while more intricate pieces can take several days. This is why we put so much care into each order - your item is being personally crafted just for you.

Q: Do you offer custom or personalized items? A: Absolutely! Since we make everything by hand, we love creating custom pieces. Whether it's personalized engraving, specific dimensions, or a completely unique design, we can work with you to create something special. Contact us to discuss your custom project.

Q: Can I request specific wood types or finishes? A: Yes! As part of our handmade process, we can often accommodate requests for different wood types, stains, or finishes. Please contact us before ordering to discuss availability and any additional costs.

Q: How do I care for my handmade rustic wood products? A: Each handmade piece comes with specific care instructions. Generally, avoid excessive moisture and direct sunlight, and occasionally treat with appropriate wood conditioner. The natural aging process will add to your item's rustic character over time.

Account & Privacy

Q: Do I need to create an account to place an order? A: No, you can checkout as a guest. However, creating an account allows you to track orders, save favorites, and speed up future purchases.

Q: How do you protect my personal information? A: We take privacy seriously and follow strict data protection guidelines. View our full Privacy Policy for details on how we collect, use, and protect your information.

Q: How can I unsubscribe from your emails? A: You can unsubscribe at any time by clicking the unsubscribe link at the bottom of any email, or by contacting our customer service team.

Customer Service

Q: How can I contact customer service? A: You can reach us via email, phone, via the contact form on the website or through any of our social media channels.

Q: Do you have a physical store I can visit? A: We're primarily an online retailer, but we do attend markets and fairs across the North West, check out the events page for upcoming events.

Q: What if I receive a damaged item? A: We're sorry this happened! Please contact us immediately with photos of the damage. We'll arrange for a replacement or full refund at no cost to you.

About The Rustic Tree

Q: What makes The Rustic Tree special? A: We specialize in authentic rustic and handcrafted items that bring natural beauty and character to your home. Each piece is carefully selected for quality and uniqueness.

Still have questions? Don't hesitate to contact us - we're here to help!