Flo and Frankie Help Centre

Due to strict hygiene and safety standards, we&#x2019;re unable to accept returns or exchanges on the following product categories:<ul data-start="321" data-end="414"><li data-start="321" data-end="335">Earrings</li><li data-start="336" data-end="369">Cosmetics &amp; beauty products</li><li data-start="370" data-end="385">Facemasks</li><li data-start="386" data-end="414">Lingerie and intimates</li></ul>We appreciate your understanding, and encourage you to reach out if you have any questions before purchasing.Email:&#xA0;<a data-start="909" data-end="980" rel="noopener">customercare@floandfrankie.com</a> Phone:&#xA0;NZ: 0800 452 149 &#xA0;AU: 0483 980 982

Due to strict hygiene and safety standards, we’re unable to accept returns or exchanges on the following product categories:. Earrings. Cosmetics & beauty products. Facemasks. Lingerie and intimates. We appreciate your understanding, and encourage yo

Can I return earrings, cosmetics, facemasks or lingerie?

Returns & Refunds

What is your return policy?

How do I send back my Online return?

Exchanges

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

My return got lost on the way?

What to Do If Your Item Is Faulty/Damaged

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 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?

I Received the Wrong Item – What Should I Do?

Returning or Exchanging Items Between New Zealand and Australia Stores

Gifting Over the Christmas Period – Extended Returns

New Zealand Shipping

Australia Shipping

Express Delivery

Do You Ship Internationally?

Do you deliver to rural addresses?

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

Shipping & Delivery

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?

How do I check in-store item availability?

Wholesale Enquiries

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?

ZIP Payments & Returns Update

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

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?

Using Your Physical Gift Card (Australia & New Zealand)

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?

Can I use Afterpay on pre-order items?

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

Can I return earrings, cosmetics, facemasks or lingerie?Updated 2 months ago