In store Returns

We want you to love your goodies! If you aren't quite happy with your items we can either offer you a store credit or exchange in store.

Our customer service team can help you with your return from 9am to 5pm, Monday to Friday.

Email: customercare@floandfrankie.com

Phone: 09 300 6233 or 027 265 1411

 

Lost Your Returns Form?

Not a problem! You can find it here

In Store Returns Policy

As you have had the opportunity to try an item on in-store, the below Terms & Conditions apply:

  • You may return Full Priced items within 14 days for a Store Credit or exchange.
  • You may return items purchased in promotional sales including Black Friday and Boxing Day sale (excluding Sale on Sale items) within 14 days for a Store Credit, or exchange in-store.
  • All Sale on Sale items (further reduced sale items) purchased in-store are not able to be returned - please choose carefully as we do not offer exchanges, credits or refunds on sale products.
  • All items (purchased online or in store) must be returned in their original condition with all original tags attached (unused and with no signs of wear).
  • Proof of purchase must be provided in the form of your receipt for in store purchases or an invoice for online purchases. Please take note that only the manager on the day can approve returns and will only accept returns if these conditions are met.
  • We cannot accept returns on lingerie, swimwear and earrings for hygiene reasons.
  • If you are returning items from your online orders into store, the Online Returns form must be completed with reason codes for your return and included with your return. Any items eligible for refunds will be sent to our Head Office for processing. If you can't make it to one of our stores please send it back to the address below
  •  Flo & Frankie Returns Office, PO BOX 137072, Parnell Auckland, 1151

Faulty or Damaged Items

If you believe your item has a fault, please email images of the fault and your order number through to our Customer Care team at customercare@floandfrankie.comwe are happy to repair where possible, provide you with an exchange item, a store credit or refund.

Returns on Sale Items Instore

Please choose carefully as we do not offer refunds on sale items. Sale items will only be accepted for an online credit (not refund) within 14 days of delivery.

Returns during Promotional Periods

Anything purchased under promotional periods e.g. Black Friday and boxing Day sale (excluding Sale on Sale) can be returned within 14 days for a Store Credit, or exchange in-store.

All Sale on Sale items (further reduced sale items)  purchased during promotional periods online and instore are not able to be returned and are considered final sale - please choose carefully we do not offer exchanges, credits or refunds on sale products.

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