Yes, we sure do! We’re proud to deliver Flo & Frankie orders nationwide, including all rural addresses. Please note that rural deliveries may take a few extra days to arrive, as your parcel is handed over to a rural delivery driver after reaching the

<p data-start="147" data-end="258" id="isPasted"><strong data-start="147" data-end="167">Yes, we sure do!</strong> We&#x2019;re proud to deliver Flo &amp; Frankie orders <strong data-start="212" data-end="226">nationwide</strong>, including all rural addresses.</p><p data-start="260" data-end="423">Please note that <strong data-start="277" data-end="323">rural deliveries may take a few extra days</strong> to arrive, as your parcel is handed over to a rural delivery driver after reaching the local depot.</p><p data-start="425" data-end="621">If you have any questions about delivery timeframes or tracking, feel free to get in touch with our Customer Care team:<br data-start="544" data-end="547"><a data-fr-linked="true" href="mailto:customercare@floandfrankie.com" id="isPasted">customercare@floandfrankie.com</a></p>

Do you deliver to rural addresses?

Enjoy free shipping on all orders over $80 NZD within New Zealand. Note: Free shipping does not apply to gift cards or store credit purchases. Flat Rate Shipping: $6.00 NZD (includes rural delivery). Please note: We do not ship to P.O. Boxes. We aim

<h4 data-start="175" data-end="198" id="isPasted">FREE SHIPPING</h4><p data-start="199" data-end="275">Enjoy <strong data-start="205" data-end="222">free shipping</strong> on all orders <strong data-start="237" data-end="253">over $80 NZD</strong> within New Zealand.</p><blockquote data-start="276" data-end="355"><p data-start="278" data-end="355"><em data-start="278" data-end="355">Note: Free shipping does not apply to gift cards or store credit purchases.</em></p></blockquote><hr data-start="357" data-end="360"><h4 data-start="362" data-end="386" id="delivery-costs">DELIVERY COSTS</h4><ul data-start="387" data-end="450"><li data-start="387" data-end="450"><p data-start="389" data-end="450"><strong data-start="389" data-end="412">Flat Rate Shipping:</strong>&#xA0;$6.00 NZD (includes rural delivery)</p></li></ul><blockquote data-start="451" data-end="503"><p data-start="453" data-end="503">Please note: We do <strong data-start="472" data-end="479">not</strong> ship to <strong data-start="488" data-end="502">P.O. Boxes</strong>.</p></blockquote><hr data-start="505" data-end="508"><h4 data-start="510" data-end="539" id="delivery-timeframes">DELIVERY TIMEFRAMES</h4><ul data-start="540" data-end="734"><li data-start="540" data-end="608"><p data-start="542" data-end="608">We aim to <strong data-start="552" data-end="591">dispatch all orders within 24 hours</strong> (Monday&#x2013;Friday).</p></li><li data-start="609" data-end="680"><p data-start="611" data-end="680">Once dispatched, standard delivery is typically <strong data-start="659" data-end="679">1&#x2013;2 working days</strong>.</p></li><li data-start="681" data-end="734"><p data-start="683" data-end="734"><strong data-start="683" data-end="703">Rural deliveries</strong> may take <strong data-start="713" data-end="733">2&#x2013;3 working days</strong>.</p></li></ul><blockquote data-start="736" data-end="843"><p data-start="738" data-end="843">During busy sale periods or New Zealand public holidays, <strong data-start="795" data-end="829">please allow 3&#x2013;5 business days</strong> for dispatch.</p></blockquote><p data-start="845" data-end="990">Our warehouse and online team work extra hard during these periods to get your orders shipped and respond to your queries as quickly as possible.</p><hr data-start="992" data-end="995"><h4 data-start="997" data-end="1025" id="courier--tracking">COURIER &amp; TRACKING</h4><ul data-start="1026" data-end="1241"><li data-start="1026" data-end="1083"><p data-start="1028" data-end="1083">All New Zealand orders are delivered via <strong data-start="1069" data-end="1080">NZ Post</strong>.</p></li><li data-start="1084" data-end="1241"><p data-start="1086" data-end="1241">Once your order has been picked up from our Flo &amp; Frankie store or warehouse, you&#x2019;ll receive a <strong data-start="1181" data-end="1208">tracking link via email</strong> to follow your parcel&#x2019;s journey.</p></li></ul><p data-start="1243" data-end="1291">Deliveries take place <strong data-start="1265" data-end="1290">Monday to Friday only</strong>.</p><hr data-start="1293" data-end="1296"><h4 data-start="1298" data-end="1319" id="bulky-items">BULKY ITEMS</h4><p data-start="1320" data-end="1566">Some items may be considered&#xA0;<strong data-start="1349" data-end="1358">bulky</strong> and fall outside our standard shipping rates.<br data-start="1404" data-end="1407">If an item is bulky, it will be clearly identified on the product page.<br data-start="1478" data-end="1481">We&#x2019;ll be in touch with a <strong data-start="1506" data-end="1523">freight quote</strong> once your order is placed or upon request.</p>

New Zealand Shipping

Enjoy free shipping when you spend over $100 AUD within Australia. Note: Free shipping does not apply to gift cards or store credit purchases. Flat Rate Shipping: $9.99 AUD (nationwide). We are currently partnered with DHL for international shipping

<h4 data-start="115" data-end="138" id="isPasted">FREE SHIPPING</h4><p data-start="139" data-end="215">Enjoy <strong data-start="145" data-end="162">free shipping</strong> when you spend <strong data-start="178" data-end="195">over $100 AUD</strong> within Australia.</p><blockquote data-start="216" data-end="295"><p data-start="218" data-end="295"><em data-start="218" data-end="295">Note: Free shipping does not apply to gift cards or store credit purchases.</em></p></blockquote><hr data-start="297" data-end="300"><h4 data-start="302" data-end="326" id="delivery-costs">DELIVERY COSTS</h4><ul data-start="327" data-end="375"><li data-start="327" data-end="375"><p data-start="329" data-end="375"><strong data-start="329" data-end="352">Flat Rate Shipping:</strong>&#xA0;$9.99 AUD (nationwide)</p></li></ul><hr data-start="377" data-end="380"><h4 data-start="382" data-end="411" id="delivery-timeframes">DELIVERY TIMEFRAMES</h4><p data-start="412" data-end="509">We are currently partnered with <strong data-start="444" data-end="451">DHL</strong> for international shipping from New Zealand to Australia.</p><ul data-start="511" data-end="774"><li data-start="511" data-end="605"><p data-start="513" data-end="605">Orders received <strong data-start="529" data-end="549">before 10am AEST</strong>, Monday&#x2013;Friday, will be dispatched within <strong data-start="592" data-end="604">24 hours</strong>.</p></li><li data-start="606" data-end="720"><p data-start="608" data-end="720"><strong data-start="608" data-end="623">Metro areas</strong> can expect delivery within <strong data-start="651" data-end="669">1 business day</strong> (excluding Perth and Cairns, which take 1&#x2013;2 days).</p></li><li data-start="721" data-end="774"><p data-start="723" data-end="774"><strong data-start="723" data-end="742">Rural addresses</strong> may take <strong data-start="752" data-end="773">2&#x2013;3 business days</strong>.</p></li></ul><blockquote data-start="776" data-end="871"><p data-start="778" data-end="871">Please note: Delivery estimates do not include carrier processing delays during peak periods.</p></blockquote>

Australia Shipping

Flat Rate International Shipping (excluding Australia): $25 NZD. We are currently partnered with DHL for express international shipping. Orders received before 12pm NZST, Monday–Friday, will be dispatched within 24 hours. Delivery timeframes vary by

<article dir="auto" data-testid="conversation-turn-66" data-scroll-anchor="true" id="isPasted"><div tabindex="-1"><div data-message-author-role="assistant" data-message-id="69e88d15-0a5f-454a-b9c0-064eb893d12a" dir="auto" data-message-model-slug="gpt-4o"><h4 data-start="138" data-end="162" id="delivery-costs">DELIVERY COSTS</h4><p data-start="163" data-end="230"><strong data-start="163" data-end="222">Flat Rate International Shipping (excluding Australia):</strong>&#xA0;$25 NZD</p><hr data-start="232" data-end="235"><h4 data-start="237" data-end="266" id="delivery-timeframes">DELIVERY TIMEFRAMES</h4><p data-start="267" data-end="342">We are currently partnered with <strong data-start="299" data-end="306">DHL</strong> for express international shipping.</p><ul data-start="344" data-end="476"><li data-start="344" data-end="438"><p data-start="346" data-end="438">Orders received <strong data-start="362" data-end="382">before 12pm NZST</strong>, Monday&#x2013;Friday, will be <strong data-start="407" data-end="437">dispatched within 24 hours</strong>.</p></li><li data-start="439" data-end="476"><p data-start="441" data-end="476">Delivery timeframes vary by region:</p></li></ul><p data-start="478" data-end="543"><strong data-start="478" data-end="503">Express Transit Times</strong> (Business days after your order ships):</p><ul data-start="544" data-end="621"><li data-start="544" data-end="566"><p data-start="546" data-end="566">United Kingdom<strong id="isPasted">&#xA0;2-4 days</strong></p></li></ul><h4 data-start="776" data-end="802" id><br></h4><h4 data-start="776" data-end="802" id="-track-your-order">&#x1F50D; TRACK YOUR ORDER</h4><p data-start="803" data-end="910">Track your parcel anytime via DHL here:<br data-start="842" data-end="845"><a data-fr-linked="true" href="https://www.dhl.com/nz-en/home/tracking.html" id="isPasted">Track Via DHL</a></p><hr data-start="912" data-end="915"><p data-start="917" data-end="1008" data-is-last-node data-is-only-node><br></p></div><script nonce>window.__oai_logHTML?window.__oai_logHTML():window.__oai_SSR_HTML=window.__oai_SSR_HTML||Date.now();requestAnimationFrame((function(){window.__oai_logTTI?window.__oai_logTTI():window.__oai_SSR_TTI=window.__oai_SSR_TTI||Date.now()}))</script><div contenteditable="true" translate="no" data-virtualkeyboard="true"><p data-placeholder="Ask anything"><br></p></div></div></article><div type="button" data-state="closed"><br></div>

Rest of the world shipping

If your tracking shows your package as delivered but it hasn’t turned up, here’s what we recommend:. Double check your property - couriers may leave parcels behind fences, in letterboxes, garages, or other secure spots. Check with neighbours - it’s n

<p data-start="148" data-end="247" id="isPasted">If your tracking shows your package as delivered but it hasn&#x2019;t turned up, here&#x2019;s what we recommend:</p><ul data-start="249" data-end="586"><li data-start="249" data-end="373"><p data-start="251" data-end="373"><strong data-start="251" data-end="281">Double check your property</strong>&#xA0;- couriers may leave parcels behind fences, in letterboxes, garages, or other secure spots.</p></li><li data-start="374" data-end="466"><p data-start="376" data-end="466"><strong data-start="376" data-end="401">Check with neighbours</strong>&#xA0;- it&#x2019;s not uncommon for parcels to be left next door by mistake.</p></li><li data-start="467" data-end="586"><p data-start="469" data-end="586"><strong data-start="469" data-end="497">Look for a delivery card</strong>&#xA0;- sometimes they&#x2019;ll leave instructions if the parcel&#x2019;s been taken to a collection point.</p></li></ul><p data-start="588" data-end="774">Still can&#x2019;t find it? Please email us at&#xA0;<a data-fr-linked="true" href="mailto:customercare@floandfrankie.com" id="isPasted">customercare@floandfrankie.com</a> and we&#x2019;ll look into it right away with the courier. We&#x2019;re here to help! &#x1F48C;</p>

What should I do if my package says delivered but I didn't receive it?

Flo and Frankie Help Centre

Shipping & Delivery

What is your return policy?

How do I send back my return?

Exchanges

How do I know if you have received my online purchase return?

My return got lost on the way?

I need to return a faulty garment

I have not received my refund yet

How will I be refunded if I use Afterpay?

Why wasn’t I refunded the full amount?

Am I able to return my online order in store?

Can I return sale items?

Can I return earrings, cosmetics, facemasks or lingerie?

Can I get a refund on my order if I purchased it using a yellow physical gift card?

Can I get a refund on my e-gift card?

I am returning an item I received as a gift?

What happens if I return my order for a refund that I used a online store credit on?

If I return an order back for a online store credit, what happens if I used Laybuy/Afterpay?

Returns & Refunds

How do I cancel my order?

I entered the wrong shipping details

Will I be charged for International Orders – Customs Duties & Taxes?

Why did I receive my order in separate packages?

Do you offer gift wrapping?

What should I do if my order is missing items?

What should I do if my order arrives with a security tag still attached?

How can I apply my birthday voucher?

What to do if I've entered the wrong email for order confirmation?

Order Assistance

What payment methods do you accept?

Why was my payment declined?

What currency will I be charged in?

Can I request a receipt or tax invoice?

Payments

How do I choose the right size?

What size is the model wearing?

What if I’m between sizes?

How does sizing differ between brands?

Size & Fit

Can I return or repair a damaged item?

How do I care for delicate knits or fluffy fabrics?

How should I wash my linen or cotton pieces?

Can I machine wash my Flo & Frankie clothing?

How do I treat stains or marks on my clothing?

How do I care for my jewellery?

How do I care for my candle?

How should I clean ceramics or glassware?

How do I store or care for throws and cushions?

How do I care for my handbag or wallet?

Product Care

What can I use my Online Store Credit on?

Where can I find my online store credit?

How do I use my online store credit?

I have a online store credit, but it is not on my account?

Can I use my instore credit, online as well?

What happens to the rest of my credit if I don’t use it all on an order?

Does my online store credit have an expiry?

What's the difference between an e-giftcard and Physical Gift card?

How do I check my balance on my physical gift card?

Online/Instore Credits & Gift Cards

What is a pre-order?

How do I place a pre-order?

When will I be charged?

Can I cancel or change my pre-order?

Can I combine pre-order items with in-stock items?

Why does my checkout look different?

Can I return a pre-ordered item?

What happens if there’s a delay with my pre-order?

Will pre-order items ever sell out?

PRE-ORDERS

Why isn’t my discount code working?

Where can I enter a discount code?

Can I apply a discount code after I’ve placed my order?

Can I use a discount code on sale items?

Do you offer a student or birthday discount?

What happens if I return an item purchased with a discount code?

Do you offer discount codes?

Can I purchase a gift card with a discount code?

Discounts & Promotions