Order Assistance
How do I cancel my order?
If you need to cancel your order, please get in touch with our Customer Care team as soon as possible:. Email: [email protected] Phone: NZ: 0800 452 149 AU: 0483 980 982. Be sure to include your order number and the reason for cancellat
I entered the wrong shipping details
If you’ve entered the wrong shipping address, please contact us as soon as possible so we can try to update it before your order is dispatched. Email: [email protected] Phone: NZ: 0800 452 149 AU: 0483 980 982. Please include your order
Will I be charged for International Orders – Customs Duties & Taxes?
As a New Zealand–based company, we want to ensure our international customers are informed about potential customs duties, taxes, and fees that may apply to their orders. If you’re placing an order for delivery outside of New Zealand, your purchase m
Why did I receive my order in separate packages?
To get your items to you as quickly as possible, we sometimes ship orders from multiple locations - depending on where each product is available. This means your order may arrive in separate parcels. Each shipment will include its own tracking link,
Do you offer gift wrapping?
Yes, we do! You can add gift wrapping at checkout for your items. Simply select the gift wrap option during checkout, and be sure to note which items you'd like wrapped together. Our team will take extra care to present your order beautifully - perfe
What should I do if my order is missing items?
If something’s missing from your order - don’t worry! Sometimes your order may be split into multiple shipments, especially if it’s coming from different locations. Step 1: Check your email (and spam folder) to see if you’ve received separate trackin
What should I do if my order arrives with a security tag still attached?
We’re so sorry for the inconvenience! If your item arrives with a security tag still on, here’s what you can do:. Option 1: Visit a store nearbyYou can take the item to any Flo & Frankie boutique, or another store that uses the same detagging system
How can I apply my birthday voucher?
To successfully use your birthday voucher, please ensure your order meets the following criteria:. The voucher is valid for a single online order only. It applies only to full-priced items (sale items are excluded). Your total must be $150 or more, e
What to do if I've entered the wrong email for order confirmation?
If you accidentally entered the wrong email address when placing your order, don’t worry!. Please contact us at [email protected] with the correct email, and we’ll update your order details and resend your confirmation. Let us know if th
How do I check in-store item availability?
You can easily check if an item is available in our stores through our website. Here’s how:. Go to the product page on our website. Select the size you’re interested in. Click ‘Check in-store availability’ - this will show a list of stores and the av