Although we have complete confidence in our products and are sure you will thoroughly enjoy your tree, sometimes things do go wrong.
So if there is a problem with your item, then please look through our list of commonly asked questions to see if we can provide you with the answer you are looking for.
My tree is not lighting up
Check all plugs and that the adapter is connected properly if your lights aren’t working, the reversing of the battery terminals might also help. When the tree is only partially illuminated, this might be caused by a broken bulb. In this case, ONLY replace the bulb if your tree is equipped with replaceable bulbs. The bulbs are usually connected in a series of 8 to 10 bulbs, so if one bulb doesn’t work, the entire series will be affected. If the lights still don’t work after the bulb has been replaced, there probably is a broken wire in one branch. If none of the lights are illuminated, there is a problem with the adapter.
Several of the bulbs are not illuminated
The LED lights are replaceable depending on the type of bulb. Although they typically have a minimum life of 15,000 hours, it is possible that one or more LED lights fail during the warranty period. In case you do not have replaceable LED lights, we have determined that if 5% or less of the LED lights are not working, they do not fall under the warranty claim. When more than 5% of the LED lights malfunction during the warranty period, you can claim your warranty through our service department.
I’ve run out of spare bulbs
The packaging should contain a number of spare bulbs. Spare bulbs do not fall under warranty and are for sale at garden centres, hardware stores and lamp shops. Check to see whether your tree works with replaceable or not replaceable LED lights or with Rice light lights. Remember, not all LED lights are replaceable!!
The dimmer switch on my tree doesn’t work
When the lights do not work despite the dimmer switch being connected correctly, then disconnect the dimmer switch and use the lights without the dimmer switch, by connecting the cable directly to the transformer. If the lights work without the dimmer switch, this means there is a defect in the dimmer switch and it should be replaced.
The dimmer makes a humming noise and the transformer gets very hot
A transformer may get warm, but definitely not hot. When the transformer gets hot, disconnect the power cord and request another transformer. Also, if you have a dimmer that makes a humming noise you should contact us for a replacement unit.
There is a branch missing on my tree
Despite our best efforts, it is possible that you’re missing a branch on your tree. Because our Illuminated trees do not have plug-in branches, for these trees we usually have individual branches in stock. When requesting a branch or a part, it is very important to quote the 6 digit item number of the tree, the name of the tree and the colour code of the branch. The colour code of the branch is visible through a coloured sticker that is attached to the branch.
I’m looking for the item number of a tree, where can I find it?
The item number of your tree is essential in order to be able to send the right parts to you. This consists of 6 digits and can be found on the side of the box.
Is my tree covered by a warranty?
All our products are manufactured according to the requirements as set in the EU legislation and are also certain about the quality of our products and give additional warranty, depending on the product. You will find a full warranty included in the packing of your tree.
Who can I contact with questions?
If you have any questions or queries regarding your Christmas tree, please email us at firstname.lastname@example.org.