ONLINE RETURNS POLICY

Due to the nature of shopping online, whereby you don’t get the chance to try something on, we totally understand that an item might not look quite as you expected when choosing it from an image. Therefore, our returns and exchanges policy are slightly different when purchasing items online compared to purchasing items 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

Extended Holiday Returns: Any purchase made between 1st December, 2023 and December 31st, 2023 can be returned up until January 31st, 2024. Our extended returns policy applies across all online orders and in store purchases. All Sale on Sale items purchased during this time can be returned for a Store Credit, or exchange in-store.

Lost your Returns Form?

Not a problem! You can find it here

Online Returns Policy

The Returns Form must be fully completed and included with your parcel.

Full priced items can be returned within 14 days of receiving the product.

Sale items are eligible for an online credit (not refund) within 7 days of receiving the product.

After an exchange item? Just select 'store credit' on your returns form, you can use this to repurchase your exchange garment online.

All tags and packaging must be attached and intact (including shoeboxes).

All items must be in original unworn condition.

We cannot accept returns on lingerie, swimwear and earrings for hygiene reasons. 

How Do I Send Back My Return?

To ensure your parcel arrives back to us safely, we recommend using a track and traced postage service. Flo suggests Returnit.co.nz for an easy online courier booking service to have your return collected from your address.

You can return your items 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

To ensure your parcel arrives back with us safely, we recommend using a track and traced postage service.

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.

Returns Address

Flo & Frankie ATTN Returns Office,PO Box 137072, Parnell 1052

Returns on Sale Items Online

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 7 days of delivery.

Extended Holiday Returns

We have extended our returns period for the Christmas period! Yay! For items purchased from the 1st of December – 31st of December as Christmas gifts, we will allow up to the 31st of January 2024 to exchange (fashion excluded). Please let us know in the cart notes if you'd like us to include an exchange card in your parcel!

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.com we are happy to repair where possible, provide you with an exchange item, a store credit or refund.

Returns Online during Promotional Periods

You may return full priced items purchased in key promotional sales including Black Friday and Boxing Day sale (this excludes 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 during promotional periods online 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