Tree leaning, lights not working or branches looking sparse? Start with the checks below for common artificial Christmas tree setup problems.
Follow the supplied instructions for your model. For assembly and shaping, see our illustrated setup and fluffing guide.
🌲 My Tree Is Leaning
Check the stand and pole connections first:
- Place the stand on a flat, level surface and make sure its legs are fully open.
- Check that the bottom pole is fully inserted into the stand and each tree section is seated correctly.
- Have one person hold the trunk upright while another carefully readjusts the stand screws.
- Tighten each screw a little at a time, working around the stand until the pole is centred and secure.
Check that the tree is upright and stable before decorating.
💡 My Tree Lights Aren’t Working
Switch off and unplug before connecting or disconnecting sections. Follow the supplied manual for your tree’s lighting system.
- Check that the main plug is connected and the wall outlet or powerboard is switched on.
- If only one section is dark, switch off and unplug, then check that its lighting connectors are fully connected as shown in the manual.
- Check any supplied controller, foot pedal or remote. If using a remote, check that its batteries are fitted correctly.
- Once the connections are secure, restore power and test the lights before decorating.
Do not force connectors or alter the wiring. Do not use lighting with damaged cords or exposed wires.
🌿 My Tree Doesn’t Look Full
Branches and tips are compressed for shipping. Opening the main branches is only the first step — every small foliage tip needs to be separated and shaped too.
- Start near the trunk and work towards the end of each branch.
- Spread tips up, out, sideways and diagonally to fill gaps between branches and layers.
- Check the inner tips as well as the ones visible at the front.
Follow our illustrated Christmas tree fluffing guide for the full method.
Small gaps can remain after shaping. Fullness varies by design, so use your tree model’s product photos as a reference.
❄️ Snow Is Falling Off My Flocked Tree
Some light shedding of the snowy coating is normal during unboxing and fluffing, especially during the first setup.
- Keep a vacuum or brush nearby to clear the floor.
- Shape the tips gently and avoid rubbing or pulling at the snowy coating.
🪶 My Branches Won’t Stay in Place
Check the type of branch before adjusting it:
- Detachable branches: match each branch to its labelled or colour-coded slot and check that the hook is fully seated.
- Hinged branches: allow them to lower into their intended position. Check the supplied manual if their position looks incorrect.
- Foliage tips: support the branch and gently shape the flexible tip stems by hand.
Avoid forcing hinges or bending the main branch arms to compensate for a loose fitting.
🧰 When to Contact Us
If the issue remains after these checks, or you notice missing or damaged parts, please contact us as soon as you notice the problem.
Email support@homecoze.com.au with:
- Your order number.
- A short description of the problem and the checks you’ve tried.
- A full-tree photo and a close-up of the affected area. A short video can also help with lighting issues.
Our team will review the details and advise on the next steps.
