RETURNS
Due to the nature of shopping online where you don’t always get the chance to try things on, we completely understand that sometimes an item might not be quite what you expected. That’s why our returns and exchanges policy is slightly different for online purchases compared to in-store.
Please note that the cost of returning an item is the responsibility of the customer.
If you made your purchase in-store, we kindly ask that you return it to one of our store boutiques.
Our friendly customer service team is here to help with your return Monday to Friday, 9am to 5pm.
Simply visit our returns portal below to begin your online purchase 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.
- A $10 fee will be deducted from your refund for the use of the return postage label provided
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
Please note that return shipping costs are the responsibility of the customer
Terms & Conditions | Online Purchase
Online purchases:
- Please allow 1-2 working days for refunds to be processed.
- We offer seamless returns through Refundid
- Click here to start your easy return.
T&Cs:
- 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.
How Do I Send Back My Return?
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
If you are unable to send to a PO Box, please use the following street address instead:
ATTN: Online Returns
27 Bath Street
Parnell
Auckland 1052
Please note: This is not a customer-facing location, and we are unable to accept returns in person at this address.
Exchange Policy
We want you to be completely satisfied with your purchase. If you'd like to exchange an item, we offer two flexible options:
Option 1: Immediate Reorder & Refund
- Place a new order for the item you want in exchange.
- Return the original item to us.
- Once we receive the returned item, we’ll issue a full refund to your original payment method.
Option 2: Standard Exchange
- Lodge the exchange request through out online portal.
- Send the item back to us for an exchange.
- Once we receive the return, we’ll ship out the replacement item.
Please note that return shipping costs are the responsibility of the customer
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!
