FAQ

Below are some answers to our most frequently asked questions!

If the answer to your question is not found below, please reach out to us via the contact form in the 'Contact Us' page. 

 

  • Where do you ship? 

We ship same-day within Wellington Central, Lower/Upper Hutt and Makara. We can also ship same day to the Kapiti Coast on Tuesday's and Thursday's ONLY.

We unfortunately do not ship fresh flowers outside of Wellington, however please see our list of recommended florists around the country below. 

Please ensure you select the correct shipping method at checkout as your order may be refunded if you haven't, or you will be asked to pay the difference.

 

Recommended nationwide florists:

Auckland: Wonder Florals

Tauranga: On My Hand

Christchurch: Mrs. Bottomley's Flowers

Blenheim/Nelson: Pink Poppie Designer Florist

Queenstown: Floral Smith Queenstown

 

  • What time do I need to place my order by?

Orders received before 10am will receive same day delivery. Orders made after 10am will be sent next day. If you place your order after 10am and still need your flowers sent same day we can do an express delivery but fees will apply (this ranges from $25-$35). Due to notorious traffic delays in our city we cannot guarantee specific times of delivery for any orders. 

  • What happens if nobody is home to receive the delivery?

If there is a safe place for us to leave the bouquet/delivery, our couriers have an 'Authority to leave' at the property - our bouquets are shipped in either a wet wrap or water to preserve them being out of a vase for as long as possible. 

If there is no safe place or we are unable to access the property, you may be charged for double delivery if we have to redeliver. 

  • How do I add a message?

Prior to checking out, if you would like to add a message to your order, please add it to the notes once you have added it to your cart. Please keep it short and sweet!

Any message you add will be written on a custom card that's sent with every delivered order.

 

  • Can I request specific flowers to be added to a bouquet?

If you do want to request a specific flower to be added to a bouquet, please know that due to the pandemic we are seeing large issues with supply, especially with import product. We will try our hardest but know that requests may not always be able to be met. 

 

  • Do you have a phone number that I can call? 

Not at the moment, we work through email only and that is always the quickest way to reach us. We're a very small team and usually our hands are busy working away on gorgeous blooms for orders and clients - using the contact form or emailing twigandarrow@gmail.com quoting your order number or issue is the best way for us to handle your issue! 

  

  • Can I get a refund for a workshop ticket if I am no longer able to attend? 

We do not offer refunds, store credits or class swaps for workshops in the event you are unable to attend.

Our workshops are highly coveted and sell out very quickly. For this reason we ask that you try to sell your workshop ticket or gift it on to a friend, family member, work colleague etc.

If you are unable to do this, get in touch and we may be able to assist, however this is not always the case.