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Frequently Asked Questions

Please find below a selection of questions. We have tried to answer the questions you may have. However if you don't find the answer you are looking for or require more information, please do not hesitate to contact us by email or telephone 01978 437 029.

1. Ordering and Payment

Which payment methods do you accept?
How do I know if my item is in stock?
Do I need to register to place an order?
If I have forgotten my password, how do I reset it?
How can I check my order was placed?
Can I place my order over the phone?
Where do I enter my discount code?


2. Returns and Exchanges

How do I return a faulty item?
How do I exchange my item for a different size/colour?
How do I return an item and get a refund?


3. Delivery

How do I know if my order has been dispatched?
Will my order be delivered by a reputable courier service? 
Can I track my order? 
My order has not arrived, what do I do? 
What if my order arrives damaged?
What are your delivery/postage costs?
Do you ship to EU countries and outside of the EU? 


4. Security

Do you pass my personal details to others?
What sort of security do you have to protect me online?


5. Other

Can I follow Cherry Tree Country Clothing on Facebook, Twitter, Youtube and Pinterest?
How do I subscribe to Cherry Tree Country Clothing's newsletter?


Answers to FAQ:

1. Ordering and Payment

Which payment methods do you accept?

We currently accept all major debit and credit cards, PayPal transactions, cheque or postal order.

Using PayPal and paying by Direct/Credit Cards

When you wish to make a payment you will be taken to the payment pages on the secure PayPal site, If you would like to pay using your PayPal account. If you wish to pay by credit or debit card without logging into a PayPal account, then simply fill out the same easy payment form including your credit or debit card details. You will see a summary of your order which includes total amount and delivery address.  The system will then ask you to confirm your order and click on "Pay Now". Once the payment has gone through you will receive a confirmation email. For further information, please check out PayPal's website here.

Paying by Cheque or Postal Order

We can also accept a cheque or postal order for your order. You will need to complete the Customer Order Form and post it with your payment to us. For more information, click here.

How do I know if my item is in stock?

Most of the items on our website will be held as stock. However if items are temporarily out of stock, there may be a slight delay.  Should this occur,we will contact you with 24 hours of receipt of your order and notify you of any delay, informing you of an estimated time of delivery.  We may on occasion offer alternative similar products for you to consider. 

Do I need to register to place an order?

It is not necessary to register with Cherry Tree Country Clothing. There is the option of being able to "Checkout as a guest". This option is available once you proceed to checkout.

If I have forgotten my password, how do I reset it?

If you have forgotten your password, you are able to reset this when you go through the payment process.  Once you have selected your items, view your cart and click on "proceed to checkout". On the account details page, there is a "Forgot your password" link. Click here and you will be prompted to enter your email address, which will then send you an automated email. Click on the link in this email and it will then prompt you to enter a new password.

How can I check my order was placed?

There are two ways to check whether you have placed your order successfully:

1. You will receive an automated email confirming your order. If you do not receive a confirmation email, please contact us as soon as possible.

2. You can sign in to your account where you can access all information regarding your order. You can also send messages, view your order status, view your address book to amend shipping and billing destinations, access your wish lists, amend your account details and view your recent items.

Can I place my order over the phone?

Currently this service is not available. We cannot currently take payments for orders over the phone but we are happy to deal with any queries relating to orders over the telephone.

Where do I enter my discount code (Coupon Code)?

You are able to enter your coupon code on your Shopping Cart page. You also have the opportunity to enter your discount code when you confirm your order during the Secure Checkout system.

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2. Returns and Exchanges

How do I return a faulty item?

Please return all faulty items using the Returns Form. All faulty items will be returned to the manufacturer whereby they will carry out an assessment and they will make a decision on what the next step is.

How do I exchange my item for a different size/colour?

Please complete and email back the Returns Form to info@cherrytreecountryclothing.com. For further information click here.

How do I return an item and get a refund?

Please return all unused goods, in original packaging with tags and labels attached, within 28 days of delivery. Individual circumstances will identify whether a full refund or exchange is appropriate. Any goods that have been used cannot be returned unless there is a fault with the item, within which a warranty claim will be entered into. For further details about how to return items, please access our Returns page.

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3. Delivery

How do I know if my order has been dispatched?

When your items have been dispatched, an email will be sent to you confirming your items have either been shipped or partially shipped (depending on the number of items you have purchased).

Will my order be delivered by a reputable courier service?

Yes. We currently use Royal Mail Recorded Delivery to send all of our parcels. A signature will be required upon delivery.

Can I track my order?

Yes, a tracking number will be added to your "Confirmation of Shipment" email. You can check with the Royal Mail Track and Trace service to see where your parcel is located. You can also check progress of your order, including your tracking number here.

My order has not arrived, what do I do?

If you have not received your items within a reasonable time, please track your parcel with Royal Mail (using Track and Trace service). If there is still a problem, please contact us immediately.

What if my order arrives damaged?

If the item is damaged upon delivery, contact us immediately. 

What are your delivery/postage costs?

Delivery depends on location and weight of parcel. For a detailed breakdown of costs please see our delivery charges page here.

Do you ship to EU countries and outside of the EU?

Yes. Our system will automatically give you a delivery cost based on your delivery address. For further details, pleae see our delivery charges page here.

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4. Security

Do you pass my personal details to others?

No personal details will be passed to third parties.

What sort of security do you have to protect me online?

We currently use PayPal to carry out all online transactions so we don't have access to your credit/debit card details. For further information regarding the security of PayPal please click here.

We also have a shared SSL Certificate. When you are entering any personal information, a small padlock will appear in the address bar (This padlock will only appear when our website requires you to enter personal information e.g. when signing in). This SSL Certificate provides an encrypted tunnel between your computer and Cherry Tree Country Clothing and will prevent third parties from accessing your information.

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5. Other

Can I follow Cherry Tree Country Clothing on Facebook, Twitter, YouTube and Pinterest?

Yes, our social media icons are located in the header and footer of our website. Click on these icons and they will take you to our social media pages.

How do I subscribe to Cherry Tree Country Clothing's newsletter?

For up to date information, special offers and promotions, please click here to register for our monthly newsletter.

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If you don't find the answer to your question, then please contact us and we will respond within 48 hours.

Thank you for the interest you have shown in Cherry Tree Country Clothing and we hope you enjoy your shopping experience with us.