Unfortunately, credits or gift cards do not make you eligible for free shipping even if you have spent over the threshold. You will have to pay the excess amount on card.
Yes! We deliver Flo & Frankie everywhere. Rural delivery will take a few extra days to receive as the parcel gets handed to a rural delivery driver where they then have 24-48 hours to deliver.
Please get in touch with us as soon as possible at customercare@floandfrankie.com or call 027 265 1411, we will try to fix this before it gets sent out.
If we are unable to change this in time, please get in touch directly with the courier provider to make further delivery amendments.
Being a New Zealand based company, if you are ordering internationally you may be subject to import duties and taxes. We recommend getting in touch with your local customs office for more information on your country's customs charges.
Unfortunately once an order has been placed and confirmed, we are unable to cancel this. Of course, if you decide to return this once you receive it is no problem, please make sure that your item fits our returns policy before posting back.
Due to our high stock turnover rate we are unable to process a direct exchange. We are more than happy to issue a credit that you can use to re order the new size.
Please courier this back to our online returns department, make sure your parcel includes your completed returns form to make for a smoother returns process.
We recommend using track and trace to send your return back to us. This will make it easier for you to view the status of its delivery back to our returns department.
You will need to get in touch directly with the courier provider to open a query and claim your lost parcel. This is why we recommend track and trace as the parcel is your responsibility until it is delivered to our return depot.
If you have a garment or item you believe is faulty, please email customercare@floandfrankie.com with photos and details of the fault. From here we can advise the next steps and returns process!
You will be notified with an email to confirm the refund has been processed by our team, please allow for 1-5 business days for this to appear back into your account.
If you qualify for a refund and paid for your order via the LayBuy/Afterpay/Zip app you may need to allow 5 additional working days for your refund to be processed. The app will process the payment back onto the debit or credit card linked to your account and they will adjust or cancel your payment schedule as necessary. This payment is subject to LayBuy, Zip and Afterpay's processing times.
When placing an order under $120.00 you will be charged with the cost of having the parcel delivered to you, this cost is non-refundable which may affect the total refunded amount for your order.
Due to our high stock turnover rate we are unable to process a direct exchange. We are more than happy to issue a credit that you can use to re order the new item/size.
We understand how tricky online shopping can be, we accept returns on sale items for a store credit (no refund) to select something else that is better suited!
Instore
As you have had the opportunity to try an item on, we do not offer any returns on sale items. Please choose carefully we do not offer exchanges, credits or refunds on sale products.
When a return is processed, the details go to the original customer details the order was placed under. You will need to get in touch with the person who gifted the item to you, or alternatively provide their details.
Store credits are able to purchase all items on our online domain from sale to full price, fashion to homewares. Gift cards (physical and online) are the only items unable to be purchased using a store credit.
Your store credit can be found on your online account. To access your balance, log in with your email and password through our website. Look for the person icon on the header of our website.
If you are unable to sign in or don’t think you have an account set up, please flick an email through to customercare@floandfrankie.com We can send an account activation email through to you.
To use your store credit, select the person icon on the header of our website. After signing in, you will be able to view your account details. Select ‘store credit’ followed by ‘redeem for discount’, from here you can select to redeem either a partial or full amount.
You will be provided with a unique code which will automatically be applied when moving to the checkout stage in your cart.
We recommend only redeeming your credit when you are ready to use it towards an order to avoid the code deactivating.
If you are signed in and your credit is not showing under your account details, this may be due to it being on your in store account. Unfortunately at this time, your online and instore accounts are not merged however we are absolutely able to transfer vouchers from either account.
In the case where your order is not quite right and needs to be returned, we refund via your original payment method so your credit will go back onto your account.
If you have paid part credit and part card, it will be refunded back as part credit and part card.
If only part of an order has been returned, we will always refund back to card first and whatever remaining balance will be credited back.
Store credits have a 12 month expiry time frame. Of course if you need some extra time please flick an email through to customercare@floandfrankie.com and we can extend this for you.
Unfortunately, credits or gift cards do not make you eligible for free shipping even if you have spent over the threshold. You will have to pay the excess amount on card.
Yes! You can add at checkout for your items to be gift-wrapped. Please make sure to select this to let our team know which items need to be wrapped together!
The E-Gift card will be sent directly to your email where you can decide to forward through to your lucky friend or print out to gift in-person. This can only be redeemed online. (not instore) This giftcard is perfect for a last min gift!
Physical Gift card
Our physical gift card is beautifully wrapped in a white envelope by one of our lovely staff members, so that it arrives ready to be given to your special someone. The gift card can be redeemed in any of our boutiques, or online. Please note this takes 2-5 working days to get to you or your recipient’s door.