Shipping and Returns Policy

We deliver Australia-wide and offer free delivery on Christmas trees up to 240 cm (8 ft) to Melbourne, Sydney, Brisbane, and Adelaide metro areas. Services include regular and Express post.

Prefer to collect your order? Make an appointment to visit our Melbourne warehouse and receive a complimentary Tree Topper with your purchase!

Warehouse Location:
Unit 2, 50-52 Agosta Drive
Laverton North VIC 3026

Contact:
Phone: (03) 9646 2656
Mobile: 0419 553 432

Email: sales@unrealchristmastrees.com.au

Opening Hours: 

November and December

• Monday to Friday: 10 am – 4 pm*
• Saturday and Sunday: 10 am – 3 pm*

*By appointment only

March to September

Please call us to schedule an appointment during the non-festive season.

We want your experience to be a positive one. If you’re not completely satisfied with your purchase, we consider returns for the following reasons:

• Change of mind
• Faulty item
• Damage in transit

Change of Mind Returns

You may return your item within 7 days of delivery for exchange or refund under these conditions:

Required Steps:

1. Notify us within 48 hours of receiving your goods via email: sales@unrealchristmastrees.com.au
2. Provide proof of purchase, invoice or order number, name, and phone number
3. Items must be in brand-new, unused condition, in original packaging with all parts, accessories, and packaging included
4. Note the reason for return and include the original receipt
5. Include the invoice number on a clearly marked label when returning items

Important Conditions:

• Return shipping costs are not refundable
• Original shipping costs (including free shipping offers) are deducted from all refunds
• A 20% administration fee applies to change of mind returns
• No returns on sale items
• From November 15th to December 30th, artificial Christmas trees and larger items (nutcrackers, reindeer, etc.) are not available for change of mind returns
• If returned goods are not received in brand-new condition, we will return them to you once you pay the return delivery cost

Your purchase is protected under Australian Consumer Law and supported by the manufacturer’s warranty. We will offer a replacement, repair, or refund on faulty goods, depending on the manufacturer’s warranty terms.

What to do:

1. Contact us via email: sales@unrealchristmastrees.com.au within 48 hours of receiving your goods
2. We will assist you through the manufacturer warranty process
3. The warranty terms will determine whether we repair or replace the item
4. If the item is no longer available, you will be refunded excluding original delivery costs

If your item arrives damaged or parts are missing:

1. Check your item immediately upon receipt to ensure it’s in working order
2. Contact us within 2 business days of receiving your goods
3. Email sales@unrealchristmastrees.com.au with:
   • Photographs showing the damage
   • Your order number
   • Copy of receipt
4. We will assess and arrange for repair, replacement, or refund (in the manner you paid)

We need photographic evidence to show our insurer, delivery courier, and supplier.

For more information, view our Terms and Conditions.

Orders are typically dispatched within 3 business days during off-peak season (January-September) and 2 business days during peak season (October-December). You’ll receive a dispatch confirmation email with tracking information once your order ships.

We recommend ordering early during the peak season to ensure your tree arrives in time for the holidays.

Yes, we deliver to all states and territories across Australia.

Once your order is dispatched, you’ll receive an email confirmation with tracking details.

When placing your order, you can leave delivery instructions for the courier, such as a safe location to leave your package. If no instructions are provided, the courier will use their discretion to leave your package in a safe spot if possible.

If the courier can’t complete the delivery, they’ll notify Unreal Christmas Trees and we will arrange a redelivery for you. Please note that redelivery fees may apply on a case-by-case basis. These are set by the courier company directly.

We recommend adding delivery instructions at checkout to help ensure smooth delivery.

Yes, you can cancel or modify your order before it’s been dispatched. If your order has already shipped, changes or cancellations may be processed under our change of mind policy. Please note that return shipping costs will apply, and a 20% administration fee may be charged.

For full details, please see our Change of Mind Policy.

Contact us within 2 business days for damaged items or 48 hours for faulty items at sales@unrealchristmastrees.com.au. Include:

• Photos of the damage/fault
• Your order number
• Copy of receipt

We’ll arrange for repair, replacement, or refund based on your situation and manufacturer warranty terms.

First, check your tracking information as large orders may be sent in multiple shipments. If items are genuinely missing, contact us at sales@unrealchristmastrees.com.au with your order number, and we’ll investigate immediately. 

Trees and decorations are carefully packaged in reinforced cartons/protective packaging materials. All items are packed to ensure they arrive in perfect condition. If any damage occurs during transit, please refer to our damaged items policy above.