Flo and Frankie Help Centre

Returns PolicyWe want you to shop with confidence, knowing we&#x2019;ve got your back &#x1F49B;Online and in-store purchases can be returned within 30 days for an exchange or refund, provided the following conditions are met:<ul data-start="342" data-end="475"><li>Items must be unworn, with no signs of wear, and have all original tags attached</li><li>Shoes must be returned in their original box</li></ul>Online purchases<ul data-start="504" data-end="947"><li>All returns must be lodged through our Returns Portal</li><li>Once submitted, items can either be posted back using a return postage label or dropped into any one of our boutiques</li><li>A $10 fee will be deducted from your refund if you choose to use the return postage label provided through our Returns Portal</li><li>If you choose to send your return back using your own postage label, return shipping costs are the responsibility of the customer</li></ul>In-store purchases<ul data-start="978" data-end="1117"><li>Items can be returned to any Flo &amp; Frankie store&#xA0;</li><li>Return postage labels are not available for in-store purchases</li></ul><hr data-start="778" data-end="781">If you need any help along the way, our friendly Customer Care team is here for you Monday to Friday, 9am to 5pm NZTEmail:&#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

Returns Policy. We want you to shop with confidence, knowing we’ve got your back 💛. Online and in-store purchases can be returned within 30 days for an exchange or refund, provided the following conditions are met:. Online purchases. In-store purcha

What is your return policy?

Returns & Refunds

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

Christmas Delivery Cut-Off Dates

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?

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

What is your return policy?Updated 2 days ago