Returns & Exchanges

RETURNS
Lost your returns form? Not a problem! You can find it here

ONLINE PURCHASES

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. 

General Terms and Conditions

  • 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 for a refund.
  • Sale items are eligible for an online credit (not refund) or exchange
  • 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. 

Where can I return items Purchased Online?

Online returns are processed at our Returns Office in business hours Mon-Fri, from 9am-5pm.  Please send 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 such as Returnit.co.nz.

Can I return an online order to a Flo & Frankie boutique store?

Sure can!  Full priced items may be returned to one of our stores for an exchange of the same value or greater, or a store credit within 14 days as per our T&Cs.  Please include the completed Returns Form.  Note, refunds will be sent to our Returns Office for processing, so will take a little longer to action.

Return of Items on Sale

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

IN-STORE PURCHASES

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 in store.
  • All Sale items purchased instore are not able to be returned - please choose carefully 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.

 

Faulty Items (Online and In-Store purchases)

  • If you believe your item has a fault (this doesn’t include items that have been damaged as a result of wear and tear), 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.

 

If you are unsure about our returns policy or how to return something, please email us at customercare@floandfrankie.com or call 027 265 1411 and we will get back to you with what steps to take next.

 

SUMMARY OF RETURNS:

 

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).

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. 

Where Can I Return Purchased Items?

You can return your items or post back to our returns office. Online returns are processed at our Returns Office in 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 tack and traced postage service.

Full-priced items may be returned to one of our stores for an exchange of the same value or greater, or a store credit within 14 days as per our T&Cs.  Please include the completed Returns Form. 

Note, refunds will be sent to our Returns Office for processing, so will take a little longer to action.

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 within 14 days of delivery.

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

All items purchased during promotional periods including Black Friday and Boxing Day Sales can be returned within 14 days of receiving the product, unless the item is deemed faulty by our team. Items purchased during these promotional periods are eligible for an online credit (not refund) as per our standard return policy.

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