Returns & Exchanges

We put a lot of love and care into the gorgeous products we select for online and in store and want you to adore your purchase! But we understand sometimes things just aren’t quite right…

If you’re unhappy with your purchase for any reason we'd love to fix it for you. Please see our policy below to find out what to do if you have ordered from our online store, or alternatively, if you have purchased something from one of our stores.

 

CONDITIONS OF RETURNS AND EXCHANGES

  • Items need to be returned within 21 days of you receiving the product.
  • 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.

ONLINE PURCHASE RETURNS AND EXCHANGES

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.

  • Change of mind for online orders: If you have changed your mind on an item that you have ordered online, we are happy to provide you with either an exchange item or a refund. Please ensure you have met the Conditions of Returns and Exchanges
  • Faulty Items: For items that are deemed faulty (this doesn’t include items that have been damaged as a result of wear and tear) we are happy to provide you with an exchange item or a refund.

IN STORE PURCHASE RETURNS AND EXCHANGES

  • Change of mind for purchases made in store: We are happy to provide you with either an exchange item or a credit if you have met the Conditions of Returns and Exchanges Refunds will not be given if you have had a change of mind if you have purchased in store as you have had the opportunity to view the style before purchasing.
  • Sale Items: Sale items purchased in store cannot be returned or exchanged due to change of mind. This is due to sale stock being limited and you have had the opportunity to view the item in store before purchasing.
  • Faulty Items: For items that are deemed faulty (this doesn’t include items that have been damaged as a result of wear and tear) we are happy to provide you with an exchange item, a store credit or a refund. 

Returns Policy Table

If you are unsure about our returns and exchanges policy or how to return something, please email us at shop@floandfrankie.com and we will get back to you with what steps to take next.

 

WHERE CAN I RETURN ITEMS?

If you have purchased online:

You can return items purchased online to our Newmarket store only at 2 Nuffield St, Auckland.

Otherwise, we can accept your return by post. Please email shop@floandfrankie.com with the subject line: "Attn Returns/Exchanges". Please include in your email your order number, the reason for return and the item(s) you would like to return. Once you have heard back from one of our team members and the return has been approved, please send your item(s) to our Newmarket store.

If you have purchased in store:

You can make returns at any of our Auckland Locations: 

  • 2 Nuffield St, Newmarket
  • 5 High Street, Auckland City
  • 79 Ponsonby Road, Ponsonby, Auckland City
  • Milford Shopping Centre, North Shore

Here, you can talk to some of our Flo & Frankie family who will happily help you find an exchange item, help you find different sizes or colours, or provide a credit.

Please take note that only the manager on the day can approve returns and will only accept returns if the Conditions of Returns and Exchanges are met.

RETURN BY POST

We are happy for you to return damaged or broken goods via post, or exchange clothing that may be the wrong size or colour. Please email shop@floandfrankie.com with the subject line: "Attn Returns/Exchanges". Please include in your email your order number, the reason for return and the item(s) you would like to return. Once you have heard back from one of our team members and the return has been approved, please send your item(s) to our Newmarket store.

Unfortunately, we can't refund the original postage or shipping cost if you've changed your mind unless the product arrives faulty or broken in which case we'll be shouting the extra shipping costs!

 

ITEMS PURCHASED ONLINE WITH LAYBUY

If you are returning or exchanging items that you have bought online using Laybuy, we will process a refund on the items returned, and you will need to re-purchase these on our website.

Please ensure that you have met the Conditions of Returns and Exchanges.