FAQ
Here you will find quick help on the most important topics
Products
Is it possible to view the trees?
You are welcome to view our products in our showroom in Nettetal. You can book an appointment directly online.
Height of the tree – does the stand count or is the height added?
The stated height of our trees includes the wooden stand. A tree may be 1-2 cm taller, but never shorter than stated.
Where can I redeem my coupon?
You can easily redeem your coupon at checkout.
What material are ArtiTree's artificial Christmas trees made of?
All of our artificial Christmas trees are made from 100% PE. All needles and branches are manufactured using an injection molding process and impress with their realistic look. The real branch of a Nordmann fir was used to create the injection mold to ensure realistic results.
How do I find the right size?
Our chatbot will be happy to help you – just ask it your questions about the fit!
What material is the stand made of?
Our stand is made of rubber wood.
Is it possible to receive a sample?
Unfortunately, we are unable to send individual samples to private customers, as a single branch cannot accurately represent the entire tree. However, for larger orders, we can send a sample tree, which you can return free of charge.
Are trees weatherproof? Suitable for outdoor use?
Our products are intended for indoor use, so they are not suitable for outdoor use.
Order
How can I change my shipping address later?
If you have not automatically received an email with a request for correction, please send us an email with the correct address to kundenservice@artitree.de
Can I have my order delivered to a Packstation?
The packages for our trees are too large for the packing station. Therefore, only the smaller products can be delivered to a packing station.
Who covers the shipping costs?
Delivery to Germany is free. For other countries, you can find shipping costs here.
How can I cancel my order?
Then please send us an email as soon as possible to kundenservice@artitree.de with the subject: “#Order number CANCELLATION” .
Once we receive your message, we will cancel the order and refund you using the original payment method.
If the package is already on its way to you, you can of course easily exercise your right of withdrawal .
When will my order arrive?
Please use our shipment tracking to always be up to date.
I have not received an order confirmation.
Possible causes:
- The email address you provided may be incorrect.
- Please also check your spam folder – sometimes the order confirmation ends up there.
- The order process may not have been completed completely.
If you did not receive an order confirmation, the order was most likely not submitted successfully.
I transferred money incorrectly.
If you have chosen “Klarna – Purchase on Account,” please pay the outstanding amount directly to Klarna.
If you transferred the amount to us by mistake, no problem – our accounting department will promptly refund the amount.
Care & Warranty
How can I clean my tree?
A feather duster is usually sufficient to remove dust. If that's not enough, you can use a slightly damp cloth—be sure to wipe dry afterwards to remove any moisture.
What is covered by the warranty?
Here you can find all information about the guarantee .
Complaints & Returns
How does the return process work?
You can find all the information in our Returns Center .
I received the wrong part/product
No problem – we’ll be happy to send you the right part.
Just send us an email to kundenservice@artitree.de and please also include your order number.
A part is missing from my delivery
No problem – we’ll be happy to send you the missing part.
Just send us an email to kundenservice@artitree.de and please also include your order number.
production
Where are your products manufactured?
Our products are currently manufactured in China by certified partner companies. Although this location is often associated with poor production conditions, our experience is different: In China, we meet many qualified, dedicated people who work with a spirit of innovation and a sense of sustainability. We maintain regular contact with our manufacturers, conduct continuous audits, and pay particular attention to fair working conditions and ethical standards. We greatly value the collaboration with the local specialists – they contribute significantly to the quality of our products.