FAQ's

We understand that the process of ordering fresh flowers and gifts should be as straightforward and easy as possible!

We have compiled a list of frequently asked questions to help answer any queries you may have about ordering, delivery, returns, and engaging our services for weddings, events or corporate arrangements.

You can also refer to our Delivery Policy, Privacy Policy & Terms & Conditions.

If your question isn’t answered here, please contact our friendly staff on 04 210 0799 or via email at sales@thewildflower.co.nz.

Ordering

How do I place an order?

Ordering online is easy! Simply browse our selection of flowers and gifts and click on “add to cart”. You will notice on each bouquet page you have the option to choose what size bouquet you would like, and the prices are there for easy reference. Similarly, for gifts such as scented candles and chocolates, you can choose from the drop down menu what scent/flavour you would like to purchase.

Once you have made your selection, go to your cart. Here you will be required to enter any order notes, specify a delivery date and write a card message to be included with the order.

Next proceed to checkout and complete the steps including your contact email address and the delivery address of the recipient. Please double check the address is correct to avoid any delays. Continue to shipping method and payment.

Do all flowers orders include a message card?

Yes, all bouquets come with a complimentary card with a message that you can specify on the cart page prior to checkout. We also sell larger gift cards made by a local photographer for a more personalised touch.

What is your price range for your flower bouquets?

The pricing of our bouquets depends on size and specific flowers used. Our bouquets typically range from:

• Petite - $30-50

• Small - $50-60

• Medium - $70-80

• Large - $100

• Grand - $120

• Extravagant - $160

For each bouquet on our online store, you can select from a variety of sizes and the price is clearly marked. For a Petite arrangement, click here.

Am I getting exactly what is pictured?

Every effort will be made by our florists to match the style and colour scheme of your order, as shown in the photo. However please note that flowers are seasonal and as such we may need to substitute a different variety of flower in from time to time. Rest assured, all substituted flowers will always match the colour tones of the bouquet you have selected and all substitutions will be of equal value or higher. We support local flower growers and businesses wherever possible.

How long will the flowers last?

All the flowers we use are bought fresh from the markets. When cared for properly you can expect them to last for at least a week. To get the best out of your flowers it is best to keep them in a cool place and out of direct sunlight.

How should I care for my flowers?

When you receive your flowers, remove the wet wrap and recut stems on a sharp angle. Place flowers in a vase of clean water, replacing the water every 2 days to keep your flowers free from bacteria. You can add in a small drop of bleach to keep the water fresh. Feel free to contact us for any advice about caring for your flowers.

What gifts and home wares do you sell?

We offer a gorgeous range of Living Light scented candles, Living Light diffusers, soy melts, and room sprays as well as the delectable Cocoa for Me handmade chocolates.

We also have gift cards made by a local photographer and hand knitted 100% merino booties and hats.

We support and stock products from local businesses wherever possible and are proud to contribute to our local economy.

Can you create gift baskets and hampers?

Yes we can. We provide some options of small gift boxes to order on our online store, however if you require more of a gift hamper of a larger size we can arrange this too. Please call or email our store with your requirements.

I can’t find exactly what I’m looking for online, can I customise my request?

Please contact our friendly team to discuss your requirements. We can take your order by phone to allow us to capture exactly what you are looking for. We can work with you to create a customised bouquet if you know exactly the style/colour you are after, and you can add on extras to your flowers such as chocolates, or a scented candle to make your gift even more special.

What payment methods do you offer?

When ordering online, we accept all major credit cards as well as Part Pay where you can pay for your order in 4 interest free payments of 25%. We also can take your order over the phone and charge your card in store.

How do I know if you have received my order?

You will receive an order confirmation via email, which lets you know that we have successfully received your online order. If you haven’t received an order confirmation and want to know if we have received your order, please contact our friendly team on 04 210 0799.

Can I open an account with the Wild Flower?

If you are likely to place orders with us on a regular basis, we can look at opening an account for you. Please contact us to discuss.

Can I make a change to my order or cancel my order after I have already placed it?

You can definitely make a change to your order within a reasonable timeframe before delivery. Please contact us as soon as possible if you need to make a change to your order.

If you wish to cancel your order immediately after placing it, we can offer a full refund – please call our friendly staff ASAP. However, if your bouquet has been made and/or it is out for delivery, we are unable to offer a refund. Please refer to our Terms of Service for more information about returns and refunds.

Will there ever be any additional charges to my order?

In some cases, an additional delivery fee will be charged if an order has to be re-delivered.

Some examples of this include:

• Recipient is not home and it is not safe to leave the delivery

• Address is an apartment or gated unit and the courier has no way to access the property, and no contact phone number of the recipient

• An incorrect delivery address was provided

Please refer to our common delivery questions below for more information and to ensure the delivery process is as smooth as possible. In the event of an additional delivery fee we will contact and notify you of this. You can also view our Delivery Policy here.

Do you store any personal information about me or the recipient of my gift?

Please refer to our Privacy Policy for more information.

Delivery

How can I ensure a smooth delivery process?

Our couriers do their best to provide timely and accurate deliveries. The courier will deliver to the address as specified. To avoid any delays, please provide specific delivery instructions if the delivery address is difficult to get to, or not clearly marked or numbered. It is recommended that you provide the recipients phone number should the courier have any difficulty.

If nobody is home and it safe to leave the delivery, the courier will do so and this will be considered as being delivered successfully.

Please double check you have provided the correct (and current) address for the recipient, and that you have not made any typos when ordering online. The Wild Flower is not responsible for failed deliveries if incomplete or incorrect information was provided.

If the flowers cannot be delivered the first time (nobody home or not safe to leave) you will be required to pay for the second delivery fee. The Wild Flower will not cover the charge of your second delivery, even if the address is within the CBD.

Can I choose a delivery date?

Absolutely! On the cart page (prior to checkout) you can enter the deliver date.

When is the cut off for same day delivery?

We offer same day delivery for orders placed before 3pm. You can also pre-order your flowers and specify a future date you would like them delivered either via phone or our online ordering system.

I provided the wrong delivery address – what do I do?

We understand that mistakes can happen! If you believe you have provided us with the wrong address, please contact us ASAP and we will do our best to help.

If the order has already gone out for delivery and you have given us an incorrect address, we can attempt to intercept the courier and have them re-delivered for you at an additional delivery fee.

Please note, the courier will always deliver to the address as specified and if it is safe to leave, the courier will do so. This means that if the order has already been delivered to the address specified and we weren’t able to intercept and redirect the courier, we are not obliged to provide a refund.

Can you deliver to apartments?

Yes we can, however you must provide the recipients phone number so the courier can contact them if they can’t access the property or if nobody is home. This is because apartments or gated units are usually not accessible to the courier and it is usually not safe for them to leave the delivery unattended.

If the flowers cannot be delivered to the apartment or gated unit, you will be required to pay for a second delivery fee.

If you know the recipient will not be at home during the day, a work address may be a better option to ensure they receive the delivery with no issues.

Can you deliver to Wellington Hospital?

Yes we can, however it is vital that we have the correct first and last name of the recipient. We will always do a courtesy call to the hospital before delivery to ensure that the patient can be located within the hospital. Your flowers will be delayed if the hospital is unable to locate the patient due to incorrect details.

Please note that some hospital wards do not allow flowers due to health risks (e.g. intensive care). For hospital deliveries, we recommend our “Wild Flower Box” (flowers in a water filled bag, placed inside our signature box) as it does not require transfer into a vase.

Please note that Wellington Hospital is not located within Wellington CBD. This means that Wellington Hospital is not included in our free CDB delivery service and will incur a delivery fee of $13.50.

What time will my flowers be delivered? Can I specify an exact time for the flowers to be delivered?

Our courier delivers throughout the day and we can't guarantee exact delivery times. If no one will be home during the day and you would prefer late afternoon delivery, or if you require a specific delivery time, we can organise this for you but you must give us 48 hours notice.

We will always do our best to accommodate your needs, however we are not liable for any late deliveries due to unforeseen circumstances.

If the flowers are for a event (for example, a wedding, funeral or business function), a specific time is often required and we will do our best to ensure the delivery is on time.

What are your delivery fees?

• Wellington CBD – free (please see below map of free delivery area)

• Wellington Outer Suburbs $13.50

• Porirua $17.50

• Kapiti Coast $28

What areas are included in your free Wellington CBD delivery?

At The Wild Flower, we are proud to provide our customers with free CBD delivery (not all Florists in Wellington can do this!). As we are covering the cost of the delivery fee, we reserve the right to specify exactly what area qualifies for free delivery. To make this easy, please refer to the map below.

As shown in the map above, free delivery includes all the area within:

• Tinakori Road from the Botanical Gardens ending at Old Hutt Road

• Kent Terrace (cut off at Basin Reserve)

• Webb St

• Bottom of Brooklyn Hill (Brooklyn Road is not included)

• The Terrace toward Bowen Street, back up to Tinakori Road

Please note that side streets off any of these main roads specified (e.g. Tinakori Rd, Kent Terrace, Webb St, The Terrace) are not included in free delivery. Please understand that we are offering this amazing service and that we have to be strict and draw the line somewhere ☺

If you are unsure whether the delivery address qualifies for free delivery, please call our friendly staff for advice before placing your order. If you choose free CBD delivery at checkout but the delivery address is not located within these areas, your order will be delayed, as you will be required to pay for the delivery fee. We appreciate your understanding.

What areas are included in the same day delivery?

The areas included for same day delivery include:

• Wellington

• Lower Hutt

• Upper Hutt

• Porirua

• Kapiti Coast

• Otaki

Again, we have provided a handy map to outline our same day delivery area. Please note that orders must be placed before 3pm for same day delivery.

Can you deliver outside of the Wellington region?

We can deliver to Palmerston North as well, but do require 48 hours notice. For nationwide deliveries, it is best to call us in store with your requirements and we will let you know whether we can cater to them. Usually, if enough notice is given we can make things happen!

Can I collect my order in store?

Absolutely! If you are ordering online, simply choose the pick up in store option. We are located at within The Grand Arcade, 16 Willis Street, Wellington Central. View our opening hours here.

Can you deliver on Saturdays?

Yes we can! We do require orders to be in by 9pm Friday to ensure Saturday delivery.

What about Sundays and Public Holidays?

Please note we do not deliver on Sundays or public holidays, with the exception of Mother's Day Sunday and Valentines Day (if it falls on a Sunday).

Deliveries requested for Sunday or a public holiday will be delivered the following business day.

Can you do rural deliveries?

While we do deliver to Kapiti Coast and Otaki, we do not offer rural deliveries to areas such as Makara, Ohariu, Horokiwi. If this is required, you can call our friendly staff to see if we can arrange this for you.

I’m not sure if my order was delivered – what should I do?

If you are concerned that your order may not have been delivered, firstly please check your order confirmation that was emailed to you after placing your order online. Check the date requested for delivery, and check the delivery address you provided was correct. Please confirm with your intended recipient that they haven’t received the delivery (and that it hasn’t been left by the courier at a side or back door of the property).

Should the address be correct and the recipient has confirmed they haven’t received the delivery, please phone us and we will look into it further.

Weddings & Events

What can you offer for Weddings?

We create signature luxe bridal bouquets, and offer the option to fully customise your wedding florals based on your requirements.

Alongside the bridal bouquet, our fully flexible bridal packages can include: bridesmaids bouquets, buttonholes, wrist corsages for the mother of the bride, as well as flower crowns, table centrepieces, vase arrangements and breathtaking flower archways.

Price will vary depending on requirements and we will work with you to create your perfect wedding flowers within your budget.

Do you require a deposit for Weddings?

Upon booking, we require a 20% deposit. If for whatever reason you would like to cancel your wedding order, we require 1 month’s notice. Your initial deposit is not refundable.

Corporate

What is the process of ordering corporate flower arrangements?

We can offer both one-off and ongoing corporate flower deliveries. Please get in touch with our friendly team to discuss your requirements.

Returns

Can I cancel my order after it has been made?

Do you offer refunds?

Fresh flowers are perishable and cant be exchanged or refunded. For other products, such as gifts (candles etc), we will always meet our requirements under the Consumers Guarantees Act.

If you are not entirely happy with your flowers or gifts please call the shop within 24 hours of receipt. We can discuss the issue and decide on a suitable course of action. For more information about returns and refunds, please refer to our Terms of Service.