Flo and Frankie Help Centre

You can choose from a range of secure payment options at checkout, including:<ul data-start="340" data-end="631"><li data-start="340" data-end="365">Visa &amp; Mastercard</li><li data-start="340" data-end="365">PayPal</li><li data-start="415" data-end="470">Afterpay &#x2013; 4 fortnightly interest-free payments</li><li data-start="415" data-end="470">Zip Pay &#x2013; flexible payments your way</li><li data-start="471" data-end="524">Flo &amp; Frankie Gift Cards (physical or e-gift)</li><li data-start="525" data-end="552">Online Store Credit</li><li data-start="553" data-end="596">Google Pay (for supported browsers)</li><li data-start="597" data-end="631">Apple Pay (on Apple devices)</li></ul>All prices are shown in NZD on our NZ site and AUD on our AU site.You&#x2019;ll be charged at the time of placing your order - including pre-orders.Need help completing your payment? Our Customer Care team is happy to assist: &#x1F4E7; <a data-fr-linked="true" href="mailto:customercare@floandfrankie.com" id="isPasted">customercare@floandfrankie.com</a>

You can choose from a range of secure payment options at checkout, including:. Visa & Mastercard. PayPal. Afterpay – 4 fortnightly interest-free payments. Zip Pay – flexible payments your way. Flo & Frankie Gift Cards (physical or e-gift). Online Sto

What payment methods do you accept?

Payments

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?

I need to return a faulty garment

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?

Returns & Refunds

Do you deliver to rural addresses?

New Zealand Shipping

Australia Shipping

Rest of the world shipping

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?

Order Assistance

Why was my payment declined?

What currency will I be charged in?

Can I request a receipt or tax invoice?

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

What payment methods do you accept?Updated 4 months ago