Flo and Frankie Help Centre

<article dir="auto" data-testid="conversation-turn-112" data-scroll-anchor="true" id="isPasted"><div tabindex="-1"><div data-message-author-role="assistant" data-message-id="511aedf7-f36f-45be-a9ba-281e2b6906b0" dir="auto" data-message-model-slug="gpt-4o"><p data-start="145" data-end="374">You might notice a slightly different checkout experience when purchasing a pre-order item. That&#x2019;s because we&#x2019;ve partnered with <strong data-start="273" data-end="287">Purple Dot</strong>, a trusted pre-order platform that helps us manage these orders smoothly and securely.</p><p data-start="376" data-end="516" data-is-last-node data-is-only-node>Rest assured, your order is still placed through Flo &amp; Frankie - it&#x2019;s just a different checkout layout designed specifically for pre-orders!</p></div></div></article><div data-edge="true"><br></div>

You might notice a slightly different checkout experience when purchasing a pre-order item. That’s because we’ve partnered with Purple Dot, a trusted pre-order platform that helps us manage these orders smoothly and securely. Rest assured, your order

Why does my checkout look different?

PRE-ORDERS

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

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?

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?

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

Why does my checkout look different?Updated 4 months ago