ONLINE RETURNS

We want you to be able to shop confidently, knowing we’ve got your back! 

• Items can be returned within 30 days for an exchange or refund. 
• Items must be unworn with no signs of wear and tags attached (shoes must be in original box) 
• Items marked as FINAL SALE are already heavily discounted and not eligible for a refund or exchange. 
• Any gifts purchased from 15th Nov 2024 are eligible for exchange by 31 January 2025

Online purchases:

• Please allow 1-2 working days for refunds to be processed.
• We offer seamless returns through Refundid  
• Please print return form and include it in your parcel. If you are unable to print, please handwrite return info and include within your return.
• Click here to start your easy return. 

T&Cs – the boring stuff:

• You’ll need your Proof of purchase 
• Sorry, for hygiene reasons, no returns on lingerie, swimwear and earrings
• Items bought at Outlet must be returned to an Outlet store. 
• Items bought at Fashion stores must be returned to Fashion stores.

For further assistance, our friendly 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

You can return items through our online returns portal,  in-store or post back to our PO Box address. Online returns are processed at our Returns Office during business hours Mon-Fri, from 9am-5pm.  Please send it to the address below: 

Flo & Frankie ATTN Returns Office

PO Box 137072, Parnell 1052, Auckland

Note, orders returned in-store for a refund will be sent to our returns office for processing, please allow 1-2 business days for this to be processed once received.

We offer a credit for repair costs, so you can continue to enjoy your item and avoid unnecessary landfill. 

Not repairable?   We 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!