RETURNS
We hope you love your new items, but if not, let’s make it right! We happily accept returns within 30 days and offer seamless returns through Refundid.
Simply visit our returns portal below to begin your return:
Returns Policy
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.
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
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 also 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, 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.
Faulty or Damaged Items
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!
