Refund policy

At Twig & Bloom, we take pride in delivering fresh, beautiful flowers and thoughtful gifts, ensuring they arrive in the very best condition.

We know our creations are often purchased as meaningful gestures—whether as a gift, a celebration, or a remembrance—and we’re committed to making your shopping experience as seamless and special as possible.

Fresh Flowers for Retail

Every flower has a different vase life: some, like poppies, may last just a few days, while others, like cymbidiums, can bloom beautifully for weeks. At Twig & Bloom, we thoughtfully combine flowers with varying vase lives to create arrangements that are both impressive and long-lasting. This way, as some blooms naturally fade, you can simply remove them and continue enjoying the rest.

For blooms that open gradually, such as lilies or tulips, we send them out mostly closed so you can enjoy their full beauty for longer. If you need flowers fully open for a special occasion, please let us know when ordering.

We choose not to use commercial flower additives, as our own trials have shown they don’t improve longevity.

With the right care—following the flower care tips included with every order—you can typically expect your arrangement to last 3–7 days.

If your flowers don’t arrive in the best condition, or if they don’t last at least 3 days, please contact us on 09 423 0091. We’ll be happy to discuss a replacement or refund:

Proof of purchase is required for all refunds or replacements.
Refunds are issued to the original payment method and may take 1–2 business days to process.
We’re unable to provide refunds for flowers purchased at special discounted prices (such as older blooms), if the care instructions have not been followed, or if the request is based on personal preference rather than our signature style.

Fresh Flowers for Weddings, Events & Funerals

To ensure your flowers look their absolute best on the day of your event, we often select blooms that are at their peak—sometimes towards the end of their vase life. This means arrangements may not last long afterwards, which is a natural part of working with fresh flowers. For this reason, we do not offer refunds relating to flower longevity for weddings, events and funerals..

Wedding Bookings

To secure your wedding booking, a non-refundable 50% deposit is required. This reflects the fact that we take on only one wedding at a time, dedicating our full attention to your special day. In doing so, we often turn away other bookings, and in many cases, we are fully booked up to a year in advance.
Cancellations must be submitted in writing at least 6 weeks prior to the event. In such cases, refunds will be provided beyond the initial non-refundable deposit.
Any changes to event details must also be communicated in writing. While we will always do our best to accommodate adjustments, availability cannot be guaranteed. If we are unable to service your new event date or venue, please note that the initial deposit remains non-refundable.

Gifts

If your gift doesn’t arrive in the condition you expect, please contact us on 09 423 0091, and we’ll be happy to discuss options for a refund or replacement.
Proof of purchase is required.
non-perishable products are available if items are returned in new condition.
Refunds are processed to the original credit or debit card and may take 1–2 business days to appear.

Plants

If your plant arrives in less than optimal condition, please contact us on 09 423 0091, and we’ll work with you to arrange a replacement or refund.

Proof of purchase is required.
Refunds are issued to the original payment method and may take 1–2 business days to process.
Please note, we are unable to offer refunds for plants more than 2 weeks after purchase, as care and environmental conditions can greatly affect their health.