HELP CENTER
CHRISTMAS DELIVERY
What is the Christmas delivery cut-off date for online orders?
The cut-off for ALL online orders is Thursday, 19th December, at 11:55 PM for NZ & AU Locations.
What if I have a rural address?
Rural addresses may require additional time for delivery. We recommend placing your order well in advance to ensure it arrives before Christmas.
SHIPPING
Do you deliver to rural addresses?
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.
I entered the wrong shipping details.
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.
Will I be charged for international import duties and taxes?
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.
Do you send P.O boxes?
We do not send to P.O boxes, please keep this in mind when placing an order with us.
Do you ship internationally?
Yes! Orders from Australia must be ordered from www.floandfrankie.co.au and all other orders are to be placed on our international website - www.floandfrankie.com
ORDER PROCESSING
Can I cancel my order?
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.
SIZING
Can I return for a different size?
Yes! We offer exchanges for full priced and sale items when purchased within 30 days in-store or online.
RETURNS & EXCHANGES
How do I return my order?
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.
How do I know if you have received my return?
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.
My return got lost on the way?
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.
I need to return a faulty garment.
We offer a credit for repair costs, so you can continue to enjoy your item and avoid landfill.
Not repairable? We'll happily offer an exchange or refund.
Please email images of the fault and your order number through to our friendly customer care team at customercare@floandfrankie.com and they'll be happy to help!
I have not received my refund yet.
You will be notified with an email to confirm the refund has been processed by our team, please allow for 1-2 business days for this to appear back into your account.
How will I be refunded if I use Afterpay/Zip?
If you qualify for a refund and paid for your order via the 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 Zip and Afterpay's processing times.
Why wasn’t I refunded the full amount?
If your order was under $80, then you would have been charged for shipping.
Am I able to return my online order in store?
See here for your nearest store. Our store staff will forward your parcel to our customer care team and you will then receive your refund within 1-2 days.
Can I return my online order for a different size or new garment?
Yes! We offer exchanges for full priced and sale items when purchased within 30 days. Please contact our friendly customer care team who will process this exchange for you : care@floandfrankie.com.au
Can I return sale items?
Yes! Sale items can be returned within 30 days of receiving the product for an exchange or refund.
Please note, items marked as FINAL SALE are already heavily discounted therefore they are not eligible for a refund or exchange.
Can I return earrings, cosmetics, facemasks or lingerie?
Sorry, due to our strict hygiene standards, items that fall under these categories are not able to be accepted for any refunds or exchanges.
Can I get a refund on my order if I purchased it using a gift card?
If you have placed an order using a gift card, we will refund the original gift card.
Gift cards are non refundable.
I am returning an item I received as a gift?
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 CREDIT
What can I use my store credit on?
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.
Where can I find my 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.
I cannot sign in.
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.
How do I use my store credit?
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.
I have a credit, but it is not on my account?
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.
Please get in touch with us at customercare@floandfrankie.com and we can swap this over for you.
Can I use my instore credit, online as well?
Unfortunately at this time, your online and instore accounts are not merged however we are absolutely able to transfer vouchers from either account.
Please get in touch with us at customercare@floandfrankie.com and we can swap this over for you.
What happens if I return my order for a refund that I used a store credit on?
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.
What happens to the rest of my credit if I don’t use it all on an order?
This will remain on your customer account, don’t worry about needing to use the full amount in one order.
Does my store credit have an expiry?
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.
If I return an order back for a store credit, what happens if I used Laybuy/Afterpay?
If you have used Laybuy or Afterpay and have returned your item back for a store credit, you will need to continue paying the cost off.
GIFT WRAPPING
Do you offer gift wrapping?
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!
Sending as a gift?
Not to worry! We do not send a receipt in the parcel, we do include a packing slip however this does not contain any cost information.
GIFT CARDS
What's the difference between an E-giftcard and Physical Gift card?
E-gift card
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.
How do I check my balance on my physical gift card?
Visit the website here to view your balance
