Shipping Policy

We currently dispatch plant orders on Monday, Tuesday and Wednesday each week. If your order is placed between 1:30pm Wednesday – Sunday it will be dispatched the following Monday. For any other order that does not involve live plants we will dispatch Monday to Friday.

Delivery time is usually within 7 working days. Your order may be processed faster than this, or may be delayed depending on the availability of our stock levels and other factors. If this is the case, we will be in touch to let you know.

If you need something urgently please send us an email and we will do our best to get the items to you as soon as possible.

Cancellation / Return / Exchange Policy

Please note that within our obligations under the Consumer Guarantees Act we do not offer product refunds or exchanges for change of mind.

Terrariums and plants are perishable and fragile items and for that reason CAN NOT be returned or exchanged.

For any other product we are happy to make a full refund or product exchange to you if for the unlikely reason it’s proven to be faulty. To make a return and claim a refund, please contact us at info@thetwig.co.nz within five days of receiving it.

—HOW TO REPORT DAMAGE—
1. Take photo of damaged packaging (smashed box, dents, etc).
2. Take photo of interior damage (item still in package broken) if possible.
3. Take photo of item damage.
4. Email us at info@thetwig.co.nz with photos and description.
5. You will be contacted within 24 hours explaining the next steps of the claim process.
*Please note that refunds may take a few weeks to receive.

Lost Package? On extremely rare occasions packages are shown as delivered via delivery confirmation/tracking but a customer reports it stolen or missing. In such a case please contact us as soon as possible at info@thetwig.co.nz.