ONLINE RETURNS

We want you to shop with confidence, knowing we’ve got your back 💛

Online and in-store purchases can be returned within 30 days for an exchange or refund, provided the following conditions are met:

• Items must be unworn, with no signs of wear, and have all original tags attached
• Shoes must be returned in their original box

Online purchases

• All returns must be lodged through our Returns Portal.
• Once submitted, items can either be posted back using a return postage label or dropped into any one of our boutiques.
• A $10 fee will be deducted from your refund if you choose to use the return postage label provided through our Returns Portal
• If you choose to send your return back using your own postage label, return shipping costs are the responsibility of the customer

In-store purchases

• Items must be returned to the same boutique they were purchased from
• Return postage labels are not available for in-store purchases

If you need any help along the way, our friendly Customer Care team is here for you Monday to Friday, 9am to 5pm NZT
Email: customercare@floandfrankie.com
Phone: NZ: 0800 452 149 AU: 0483 980 982

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

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
Unit F,
79 St Georges Bay Road
Parnell Auckland 1052 

Please note: This is not a customer-facing location, and we are unable to accept returns in person at this address.

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

We’re sorry to hear that your item isn’t quite right! To make the process easy, we ask that all faulty items be lodged through our Returns Portal.

Here’s what you’ll need to provide:

• A clear explanation of the fault
• Photos showing the issue

Once submitted, your request will be placed under review while our team assesses the fault. After reviewing, we’ll either approve your return or exchange, or let you know if the item cannot be accepted.

Important: If your item was purchased more than 6 months ago, please email our Customer Care team directly at 📧 customercare@floandfrankie.com for assistance.

This process helps us ensure every item meets our quality standards while reducing unnecessary waste.