Flo and Frankie Help Centre

Express Delivery is our fastest shipping option, designed to get your order to you the same day. Place your order online before 1pm, and it will be dispatched by 3pm and delivered by 9pm the same day.&#xA0;The cost for Express Delivery is $18.Express Delivery is available for selected items that are in stock in our warehouse and only within the Auckland Metro area. Please note that this service is not available on weekends or public holidays.Once your parcel has been shipped, you&#x2019;ll receive a tracking link via email to follow its journey in real time. While delays are rare, external factors such as weather or courier congestion may occasionally affect delivery times.&#xA0;If your order cannot be fulfilled due to stock issues, a Customer Care representative will contact you by 1pm to offer a refund or exchange.&#xA0;Shipping methods cannot be changed once an order has been processed.If you need help with your return or have any questions about your Express Delivery, our friendly Customer Care team is available: Email: <a data-start="1235" data-end="1265" rel="noopener">customercare@floandfrankie.com&#xA0;</a>Phone: NZ: 0800 452 149 | AU: 0483 980 982

Express Delivery is our fastest shipping option, designed to get your order to you the same day. Place your order online before 1pm, and it will be dispatched by 3pm and delivered by 9pm the same day. The cost for Express Delivery is $18. Express Del

Express Delivery

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?

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

Christmas Delivery Cut-Off Dates

New Zealand Shipping

Australia Shipping

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?

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?

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

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

Express DeliveryUpdated 16 days ago