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FAQ - Frequently Asked Questions
Order
- For whom is the webshop intended?
- The website is intended for both the private and business market. The online site is accessible to everyone.
- How can I place an 'online' order?
- Order in 3 steps.
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- Put an item in your shopping cart.
- Enter your details (check your order).
- Checkout your order.
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- Can I place an order for both business and private individuals?
- Yes, that is possible. The website is intended for both the private and business market.
- Do the prices shown include VAT?
- All prices shown include VAT and exclude shipping costs.
- Does my order consist of several boxes?
- Your order may consist of several boxes. You can find this in the product characteristics.
- What are the shipping costs per item?
- All information about shipping costs can be found on this page.
- Can I have my order delivered elsewhere?
- You can choose a delivery address during checkout. This may also be a different delivery address than the billing address. Once the order has been placed and paid for, it is no longer possible to change the address.
- Can I have my order delivered to another address?
- Did you enter a wrong address? Once the order has been placed, it is no longer possible to change the address. We request that you contact the carrier at that time to see what is still possible.
- What is the minimum order amount for an online order?
- Ordering is possible from € 29,- for the Netherlands, Belgium and Germany. For the other countries it is possible to order from € 29,-.
- How can I track my online order?
- The moment the order has been received and processed by us, you will receive a Track & Trace link from DPD. As soon as the order has been received by DPD, it will be scanned and you can track your package. Pay attention! The tracking link only works later in the day/in the evening, if the tracking link does not function, please check again later in the day.
- I placed an online order but did not receive an invoice/confirmation.
- By sending an e-mail to info@royalchristmas.nl clearly stating your name and delivery address, the PDF invoice will be sent to you. . Make sure that you specify the name + delivery address as specified with your order! This way we can quickly look up your PDF invoice.
- Can I still change the order I have already placed?
- Once the order has been placed and paid for, it is unfortunately no longer possible to change this. You must then follow our return procedure.
- Use discount code in the webshop
- Email us the items you want to order, based on the items to be ordered we will provide you with a discount code to use in our webshop.
- Can I take a step back in the Webshop?
- Your browser may give an error message. Close the browser completely and start your order again. We apologize for the inconvenience.
- What information should I provide when I have questions about an order?
- Always state your invoice number. The invoice number starts with 2024-xxxx-xx. The more information we have from you, the faster we can be of service.
- Can I also transfer the money and if so to which bank?
- You can also opt for bank transfer by means of an invoice, which can be done to Rabobank or the ING bank in the Netherlands. For customers in Germany it is possible to transfer to the Deutsche bank in Leer. And the customers from Great Britain can transfer in pounds to our foreign currency account in pounds at the ING bank Netherlands. See page transfer / invoice.
- Is it possible to pay after delivery?
- All orders must be paid directly online. For institutions, schools and government agencies it is possible to order on account, the invoice must then be paid after delivery.
- Will I receive a confirmation after an online order?
- Yes, after placing the order you will automatically receive a confirmation that your order is being processed. You will also receive an order confirmation by e-mail with an overview of your order in PDF. This is also your invoice.
Delivery time + Delivery/ Collection
- What are the shipping costs?
- List of shipping costs can be found here.
- What is the delivery time of my order?
- List of delivery times can be found here.
- What is the delivery time of my order if it is sent with a pallet?
- List of delivery times can be found here.
- What happens to my order if I miss the delivery person?
- Keep an eye on your tracking link to see when the package will be offered again, or whether you can pick it up at the DPD depot or a DPD pick-up Parcel Shop.
- Can I have my order delivered to a collection point?
- No, this is not possible.
- Can I also have my order delivered in the evening?
- No, DPD has no option for this.
- Can I choose a delivery date?
- No, as soon as we have received the order, it will be sent to you as soon as possible.
- Which carrier will deliver my package?
- DPD delivers the packages. If it is a larger order, it will be delivered by DHL on a pallet.
- Can delivery be delivered to a different address than the billing address?
- You can choose a delivery address during checkout. It is possible to deviate from the billing address.
- Once the order has been placed and paid for, it is no longer possible to change the delivery address. What happens if I order products with different delivery times?
- We will contact you. You can then choose to receive your order in parts or in one go.
- Is it also possible to have my order delivered outside Europe?
- We can only send parcels and pallets within Europe.
- Can I pick up my order myself, or by courier?
- This is possible in consultation. We kindly request you to send an e-mail to info@royalchristmas.nl with this question.
- How long does a shipment take?
- This depends on the time you order and where your order has to go. In the webshop it is indicated per country how long the shipment will take approximately and what the costs are. See also the link: Shipping costs Please note that there is a difference between the sending a normal artificial Christmas tree or a Giant Tree per pallet. There is no delivery on weekends. For pallet deliveries you have to take into account 2 extra working days delivery time.
- If the package is delivered and no one is home?
- I ordered a tree but when it arrived it turned out to be a different one.
- If it turns out that you have received a wrong artificial Christmas tree due to our mistake, we will ensure that the artificial Christmas tree is collected and that the correct one is sent to you. We will then bear all costs.
Exchange and Return
- I have received a broken and/or incomplete product. How is this resolved?
- Send an e-mail to: info@royalchristmas.nl and explain the problem in it. Also clearly state your order number starting with 2024-xxxx-xx. We will try to solve the problem as soon as possible. Please indicate clearly what part it concerns. If necessary, add photo(s) to the e-mail to clarify this. If it concerns a branch or branches, clearly indicate which branch(s) it concerns. All branches have their own color or letter.
- I ordered an item but upon arrival it turned out to be different than I thought I had ordered.
- Send an e-mail to: info@royalchristmas.nl and explain the problem in it.
- Also clearly state your order number starting with 2024-xxxx-xx. And please add a photo of the received box, so that we can see the item number. If it turns out that you have received a wrong item, we will ensure that you receive the correct item.
- How can I return my order?
- For the returns of our articles, please refer to our return procedure.
- What are the costs for returning my order?
- The customer is responsible for returning the order and is therefore free to choose with which carrier this is done. The costs differ per carrier.My order consists of several boxes. How can I return this?
- You must follow the return procedure and then return all boxes.
- Is it possible to exchange my item?
- You can exchange the item by returning the item (see return procedure) and then order and pay for another item. The return costs are for your own account.
- Is it true that there is a return period of 14 days?
- You have the right to cancel and return the order within our return period of 14 working days.
- Does the customer have to pay for the return costs themselves?
- The customer is responsible for returning the item and therefore also bears the costs of this.
- Is it true that there is a trial period of 14 days?
- Yes, that's correct. You can legally return the internet order within 14 days of receipt.
- What is my right of withdrawal?
- The customer can dissolve the agreement with regard to the purchase of a product during a reflection period of at least 14 days without giving reasons.Can I also return my business order?
- Returning a business purchase is not possible. There is no such thing as a right of withdrawal for companies. This is regulated by European law.I have accidentally refused box A (or B) of my order. What now?
- If you have accidentally refused a box, please mail directly to info@royalchristmas.nl stating in the email which box or boxes you did receive, the letters are printed in large on the side of the box.
- How long does it take before I receive the total amount back on the account?
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- We will refund your money as soon as possible. No later than 14 days after the item has been returned to us and your return has been processed.
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Warranty
- What is the warranty on my item?
- We cannot guarantee lighting. After all, it has also functioned for 3 months. If the lighting does not function properly when the artificial Christmas tree arrives, you will of course receive a new one. If the latter is the case, please contact us immediately. We always try to solve it as best as possible for our customers.
- My order is defective. What can I do?
- Please send an email to: info@royalchristmas.nl stating your order number starting with 2024-xxxx-xx. Then we will look for a solution for you.
- The condition is that the item has been purchased directly from Royal Christmas.
- I ordered a tree but after 3 months the lighting no longer works. Do I have a warranty on this?
- We cannot guarantee lighting. After all, it has also functioned for 3 months. If the lighting does not function properly when the artificial Christmas tree arrives, you will of course receive a new one. If the latter is the case, please contact us immediately. We always try to solve it as best as possible for our customers.
- Is there a warranty on the Fairybell - Flagpole Trees?
- Yes, you have a 3-year Warranty and After Sales Service. If you have a problem with your Fairybell - flagpole lighting, you can contact Fairybell itself. To resolve your issue with your Fairybell - flagpole lighting, check out this service page: https://hemsson.typeform.com/to/PfffA6
Business
- Own brand Royal Christmas for Europe
- It is possible to sell Royal Christmas items as a reseller. Please contact Dennis: dennis@royalchristmas.nl
- How can I request a quote?
- You can request a quote here.
- Or send an email directly to: info@royalchristmas.nl
- Can I order by invoice as a business customer?
- If you would like to receive an invoice, you can send an e-mail to info@royalchristmas.nl with your order and customer details. You will receive an invoice that you can pay by bank transfer. As soon as the payment has been received and processed by us, the order will be shipped.
- I have a VAT number. Will I be exempt from VAT?
- For countries outside the Netherlands it is possible to enter a valid VAT number, so that you do not have to pay VAT. Our webshop is linked to the website of VIES (European Commission) to check the validity of a entered VAT number.
- Where can I enter my VAT number?
- When filling in the customer details for your order, the VAT number can be entered in the "VAT number" field. After completing it, it will be checked for validity at the VIES (European Commission).
Pay
- What are the payment methods I can choose from?
- Credit cards (Mastercard, Visa / V-Pay / Carte Bleue and American Express)
- Transfer based on an invoice
- pay iDEAL
- PayPal (PLEASE NOTICE! In our webshop it is possible to pay with PayPal up to a maximum order amount of € 950 incl. VAT.)
- Giropay
- Apple Pay
- Bancontact / Mr. Cash
- Sofortuberweisung
- Trustly
- E-Invoicing
- PIN (Christmas shop in Winschoten)
- Can I also pay in another currency than the Euro?
- At the moment it is only possible to pay in Euros.
- Secure payment - SSL encryption
- Our entire webshop is secured by SSL encryption. All data, including your customer data/order data, is sent encrypted. You don't have to worry about privacy/security of your customer + order data. See also the lock at the top of your browser's address bar.
- Is it possible to pay afterwards?
- No, the order must be paid in full before anything is sent.Do the prices shown include VAT?
- The prices on our website include VAT.
- How long will it take for you to receive my payment?
- The payment of the online orders is immediately on our account and is then immediately prepared for shipment (provided the items are in stock).I have lost my invoice. Can I get a copy of this?
- Of course, please send an e-mail to: info@royalchristmas.nl clearly stating all customer details with which you placed your order.
- Can I also pay in installments?
- It is not possible to pay for items in installments.
- I still have a remaining amount to pay. How can I do this?
- Contact us at info@royalchristmas.nl we can make a payment request for you and then you can pay this.
- What payment options are offered on the site?
- The following payment options are offered: Credit card (Mastercard, Visa and American Express) Transfer by means of an invoice, iDEAL payment, PayPal, Giropay, Apple Pay, Mr. Cash for Belgium, Sofortuberweisung for Germany, Trustly for Scandinavian countries/member banks. See transfers.
Customer reviews
Products
- Where can I buy a product from Royal Christmas?
- Online in the webshop and if open in our Christmas shop in winschoten.
- What are the different build instructions?
- What material are the items made of?
- The articles are made of different materials. For example, the 1 can be made of a mix of PE / PVC material and the other item can only be made of PE material or PVC material. The article states what material it is made of. For more explanation about the materials, see the link to explanation materials;
- Assembly Manuals PDF + Videos
- Smart Adapter - all information
- Technical information LED lighting
- Length artificial Christmas tree
- Why buy an artificial Christmas tree? 5 reasons!
- Indistinguishable from the real thing.
- An artificial Christmas tree lasts a lifetime. That is a sustainable idea.
- You don't have to leave the house for an artificial Christmas tree. Ordering online is quick and easy in our webshop.
- The artificial Christmas tree with hinge construction/folding system can be set up in no time. Do you opt for an artificial Christmas tree with LED lights already in it? Then you are ready even faster and you can start decorating.
- Bald spots? Needle loss? Stinging needles? Not with an artificial Christmas tree!
- Are all items listed online in stock?
- All items online are in stock. Unless otherwise stated, e.g. “In stock from 1st September 2024”. Look back around that time to see if you can order the item.
- Can I also use the articles outside the home?
- It is possible to use the artificial Christmas tree outside without lighting.
- The artificial Christmas trees are mainly intended for indoor use. However, they can be used outdoors, but the lifespan will be shorter as a result. This also applies to our wreaths and garlands.
- Is it possible to order an empty storage box?
- Yes, you will receive a luxury storage box with the dimensions 120 x 40 x 40 cm.
- You can email your request to; info@royalchristmas.nl
- Is the item I ordered in multiple boxes?
- It is possible that your item consists of several boxes, depending on the size. You can find this in the product features of the item you have chosen.
- Do all trees come in a Royal Christmas storage box?
- Yes, all artificial Christmas trees are delivered in 1 or more Royal Christmas storage boxes of the Royal Christmas brand.
- Do all flagpole trees include mast?
- The flagpole trees of 3 and 4 meters include fiberglass mast and metal ground spike. The flagpole booms of 6, 8 and 10 meters are supplied without mast. You can order these separately from us. See the flagpole trees/Fairybell product category page.
- Do your articles meet fire safety requirements?
- Our Christmas items meet the European and Dutch fire safety requirements. NEN EN 71-2, NEN EN 60-65, NEN EN 60-66.
- Is it possible to receive a fire safety certificate in PDF?
- After you have placed your order, you can send an email to info@royalchristmas.nl with the request to receive a fire safety certificate in PDF . Please clearly state your invoice number and customer details, so that we can see which items you have ordered, and we can send you the correct certificate.
- Can I replace a broken light in an artificial Christmas tree?
- The (Smart) LED lighting/ (Smart) LED lamps cannot be replaced. The lights are fixed in it and are not interchangeable.
- If 1 light breaks, do all lights go out?
- No, the rest of the lights just stay on. Only when you remove the lamp from the holder, the connection is broken and the entire cord goes out.
- Can I easily replace a broken light in the tree with LED lighting?
- No, the (Smart) LED lighting/ (Smart) LED lights cannot be replaced.
- LED is energy efficient and 1 x artificial Christmas tree costs between 1 and 2 euros per season.
Second chance products
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- Showroom models are sometimes offered in our webshop.
- Showroom models are sometimes offered in our webshop.
About Royal Christmas
- Who is Royal Christmas?
- Royal Christmas is the brand name for Group Veldpape's Christmas items (such as artificial Christmas trees, garlands and wreaths). Royal Christmas produces the Christmas items itself in China under the brand name Royal Christmas. The Christmas items are sold worldwide in approximately 88 countries. You can purchase Royal Christmas Christmas items at garden centers, hardware stores and Christmas shops and since 2001 you can also buy them directly online from us in the webshop:www.artificialchristmastree.co.uk
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Our webshop and Royal Christmas for the business market
- Visit Christmas shop
- What are the opening hours of the Christmas shop?
- What is the address of the Christmas shop?
- Can I also view all items in the Christmas shop?
- Can you also buy an artificial Christmas tree from the Christmas shop and take it with you?
- Showroom Winschoten - visit by appointment
- Royal Christmas - Request catalog
- Catalogue offers
- A catalog will be published at the beginning of the year. This catalog contains the entire Royal Christmas collection. This catalog is not for the private customer. A minimum of € 3,500 excl. VAT must be purchased otherwise the customer will not be eligible for this.
- Tickets for the fair
- If you are interested in an entrance ticket for the Christmas World fair in Frankfurt am Main, please send an e-mail to info@royalchristmas.nl
- What is so special about the Royal Christmas collection?
- Royal Christmas is an expert in the field of artificial Christmas trees and other Christmas items in and outside Europe. The +400 models of artificial Christmas trees are produced by ourselves and developed in China under the brand name Royal Christmas.
- Press releases/ PR
- Royal Christmas in the media
- Best tested artificial Christmas tree - Algemeen Dagblad
- Is there any further information available?
- For questions and/or information you can always email us info@royalchristmas.nl. You will receive an answer to your question the same day. Or contact us by phone and the staff will be happy to assist you.
Advice Christmas baubles
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- Advice on Christmas balls and lighting:
- Micro lamps 100 lamps - Very small lamps, hence the name micro, is the traditional lighting that has been on the market for years, and is exclusively for indoor use.
- Cluster lighting lights - multiple types as 1152 lights. Cord with many micro lights which provides a nice light distribution with many lights together. Is for indoor and outdoor use.
- Connector led 100 lamps - linkable LED lighting is energy efficient, has a warm appearance and can be connected to 5 x 100 lamps. Is for indoor and outdoor use.
- LED lighting - Lighting that uses economical LED lights instead of, for example, light bulbs. Is for indoor and outdoor use.
- Curtain / Curtain 1776 is LED lighting that is specially made for Giant trees and large trees from 300 cm, 360 cm, and 450 cm. The lighting has a size of 2 x 6 meters and can easily be mounted in the tree. Is for indoor and outdoor use.
- Curtain LED 100 lamps connectable LED lighting is energy efficient, has a warm appearance and can be connected to 5 x 100 lamps. Is for indoor and outdoor use.
- Advice on Christmas balls and lighting:
Tree height | Christmas balls advice | Advice lighting |
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120 cm | 48 pieces = 4 boxes | 100 lights |
150 cm | 60 pieces = 5 boxes | 100 lights |
180 cm | 72 pieces = 6 boxes | 200 - 300 lights |
210 cm | 96 pieces = 8 boxes | 300 - 400 lights |
240 cm | 144 stuks = 12 boxes | 400 - 500 lights |
270 cm | 216 stuks = 18 boxes | 500 - 700 lights |
300 cm | 288 stuks = 24 boxes | 800 - 1200 lights |
360 cm | 360 stuks = 30 boxes | 1000 - 1500 lights |
450 cm | 432 stuks = 36 boxes | 1200 - 1700 lights |
Power consumption articles:
Artikel | Power consumption |
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Giant tree | 175 Watt |
warm LED bomen | 20 Watt |
Prelit bomen | 90 Watt |
Guirlandes warm LED |
20 Watt |
LED light | 0.02w ( 70L=1.4W, 100L=2W, 200L=4W) |
Advice Christmas balls Giant tree:
Giant Tree PVC | Advice Balls: | Giant Tree PE / PVC | Advice Balls: |
440 cm | 510 | 400 cm | 510 |
440 cm + LED 1176 | 510 | 400 cm + LED 1176 | 510 |
510 cm | 510 | 500 cm | 510 |
510 cm + LED 1176 | 510 | 500 cm + LED 1176 | 510 |
580 cm | 800 | 600 cm | 800 |
580 cm + LED 3552 | 800 | 600 cm + LED 3552 | 800 |
650 cm | 800 | 700 cm | 850 |
650 cm + LED 5328 | 800 | 700 cm + LED 5328 | 850 |
720 cm | 850 | 800 cm | 1000 |
720 cm + LED 7104 | 850 | 800 cm + LED 7104 | 1000 |
790 cm | 1000 | ||
790 cm + LED 7104 | 1000 | ||
860 cm | 1200 | ||
860 cm + LED 7104 | 1200 | ||
930 cm | 1300 | ||
930 cm + LED 7104 | 1300 | ||
1000 cm | 1500 | ||
1000 cm + LED 8880 | 1500 | ||
1070 cm | 1600 | ||
1070 cm + LED 8880 | 1600 | ||
1140 cm | 1700 | ||
1140 cm + LED 8880 | 1700 | ||
1210 cm | 1800 | ||
1210 cm + LED 10656 | 1800 |