Flo and Frankie Help Centre

<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:</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>

Flat Rate International Shipping: $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 region:. Express Trans

UK Shipping

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

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?

Returns & Refunds

Do you deliver to rural addresses?

New Zealand Shipping

Australia Shipping

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

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

DELIVERY COSTS

DELIVERY TIMEFRAMES

🔍 TRACK YOUR ORDER

UK ShippingUpdated 3 hours ago

DELIVERY COSTS

DELIVERY TIMEFRAMES

🔍 TRACK YOUR ORDER