Flo and Frankie Help Centre

We don&#x2019;t currently offer click and collect through our website.If you&#x2019;d like to collect an item from one of our stores, please call the store directly. Our team can check availability, process your order over the phone, and arrange for you to collect it from that store.Availability can change quickly, so we recommend calling the store before visiting.

We don’t offer click and collect online, but you can call your preferred store to check availability, place a phone order, and arrange collection.

Do you offer click and collect?

Order Assistance

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 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?

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

Returns & Refunds

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?

Why does my tracking say ‘label created’?

Authority to leave (ATL) deliveries

Sales and promotional event orders

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

Can I change the shipping address on my order?

I didn’t receive my order confirmation or shipping email

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

Why isn’t Afterpay showing at checkout?

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

Do you offer click and collect?Updated a month ago