Terms & Conditions
SHIPPING POLICY
Shipping Dispatch
We are currently partnered with NZ Post for all shipping across New Zealand. We aim to dispatch all orders within 24 hours between Monday - Friday.
Rural Delivery: Please allow an additional 1–3 working days for delivery to rural addresses. Rural parcels are handed over to a local rural delivery driver for the final stage of delivery, which can add extra time to the standard delivery timeframe.
Tracking Partner
To track your order, please visit : https://www.nzpost.co.nz/tools/tracking
Order Fulfillments | Spilt Shipments
To get your items to you as quickly as possible, we may ship your order from different locations based on where each product is available. This means you might receive your order in multiple parcels.
Each shipment will come with its own tracking link so you can keep an eye on its journey, and you won’t be charged any extra for the split delivery.
If you have any questions or need a hand with your order, our Customer Care team is here to help just phone or email us.
Authority to Leave (ATL)
For your convenience, Authority to Leave (ATL) is selected by default at checkout.
If ATL is selected when you place your order, you’re giving the courier permission to leave your parcel unattended in a safe place at your nominated delivery address without requiring a signature. If there isn’t a suitable safe place available, your parcel may be taken to a nearby collection point for you to collect.
Once your parcel has been delivered to the address provided and left in a safe place, it will be considered delivered. Responsibility for the parcel passes to you from this point, and the courier’s proof of delivery will be used as confirmation that your order has arrived.
Flo & Frankie is not responsible for parcels that are lost, stolen or damaged after they have been delivered under ATL, and we’re unable to replace or refund these orders unless otherwise required by law.
If you would prefer to sign for your parcel, you’ll need to select this option directly through the third-party carrier once your order is in transit. Flo & Frankie is unable to request or arrange a signature-required delivery on your behalf.
Sales & Promotional Event Orders
During major sales and promotional events, we may experience higher than usual order volumes, which can result in slightly longer dispatch times.
In some cases, an item may become unavailable while we’re preparing your order. If this happens, we’ll let you know by email and issue an automatic refund for the unavailable item back to your original payment method.
Please allow up to an additional 3 business days for your order to be dispatched during busy promotional periods. We’ll always do our best to get your order on its way as quickly as possible 💛
RETURNS POLICY
Returns
At Flo & Frankie, we want you to shop with confidence, knowing that we’ve got your back!
- Items marked as FINAL SALE are already heavily discounted and cannot be returned or exchanged.
- A proof of purchase is required for all returns.
- For hygiene reasons, we cannot accept returns on lingerie, swimwear, and earrings.
- For further assistance, our friendly customer service team is available Monday to Friday, 9 AM – 5 PM.
Online Returns via Refundid Portal
If you’re not completely satisfied with your purchase, we’re here to help.
- Items can be returned via the Refundid Portal within 30 days of your purchase for an exchange or refund.
- Items must be unworn, with no signs of wear, and all original tags attached (shoes must be returned in their original box).
Online Purchase Refund Processing Time
We strive to process all refunds within 1-2 business days of receiving your request. However, during high-demand retail periods, such as holiday seasons or major sales events, processing times may be longer.
Once your refund has been processed, you will receive a confirmation email. Please note that the time it takes for the funds to appear in your account may vary depending on your payment provider.
If you have any questions or need further assistance, feel free to contact our customer support team.
In-Store Purchase Returns
If you have purchased an item in-store and wish to return it, you can return it to one of our physical store locations, please see here.
You can also send your in-store purchase back to the store by post. To arrange this, please complete our in-store returns form here.
Please ensure the item is in its original condition, with all tags attached, and accompanied by proof of purchase.
Refunds or exchanges will be processed in accordance with our return policy.
Returns for Full-Price Items
- Items purchased in-store or online at full price are eligible for an exchange or refund.
- Exchanges must be of equal or greater value.
- If exchanging for a higher-priced item, the customer must pay the difference.
- If exchanging for a lower-priced item, the difference will be refunded.
Returns for Sale Items
- Sale items can be exchanged in-store or returned for store credit or a refund, provided they meet the return conditions listed above.
- Discounted products include any items purchasedusing a discount code or duringa promotional period.
- Any exchanges must be of equal or greater value.
Cancellation Policy
If you need to cancel your order, please get in touch with our Customer Care team as soon as possible:
Email: customercare@floandfrankie.com
Phone:
NZ: 0800 452 149
AU: 0483 980 982
Be sure to include your order number and the reason for cancellation in your message.
Please note:
Orders can only be cancelled if they have not yet been fulfilled.
If your order has already been fulfilled, you’ll need to follow our Returns Policy once it arrives
COMPETITIONS
Flo & Frankie x House of Travel - Fiji Getaway Giveaway
Promoter: Flo & Frankie Ltd ("the Promoter", "we", "us") Prize Sponsor (Travel Prize): House of Travel Holdings Limited ("House of Travel", "the Sponsor")
1. Eligibility
Entry is open to New Zealand and Australian residents aged 18 years or over. No purchase, entry fee, or payment is necessary to enter.
Employees of Flo & Frankie Ltd and House of Travel, their related companies and subsidiaries, and their immediate families, as well as participating agents or associated agencies, are ineligible to enter.
Only entrants who are eligible for travel and meet the relevant government and airline travel requirements, and who hold a valid passport, visa, and any other required travel documentation, may enter. If the winner is unable to travel for any reason, the prize will be forfeited.
The Promoter reserves the right to verify the validity of entries and disqualify any that do not comply with these Terms & Conditions.
2. How to Enter
To enter the Flo & Frankie x House of Travel Fiji Getaway Giveaway, entrants must:
- Subscribe to the Flo & Frankie community via the link in the @floandfrankie Instagram bio or https://floandfrankie.com/pages/fiji-giveaway
- Follow @floandfrankie on Instagram and in the giveaway post comments, tag the person you'd take with you to Fiji.
Entry is automatic once both steps have been completed.
3. Competition Period
The competition commences on Wednesday 28 October 2026 and closes at 11:59 PM on Tuesday 17 November 2026.
Entries received after this time will not be eligible.
The winner will be drawn and contacted on Wednesday 18th November via the @floandfrankie Instagram page and/or email.
4. Prize Details
One winner will receive the Flo & Frankie x House of Travel Fiji Getaway Prize, with a total value of approximately $6,500 NZD, comprising:
- ✈️ Return economy flights for two (2) adults ex Auckland, Wellington, or Christchurch on Fiji Airways to Nadi, including airport transfers for two
- 🏨 Four (4) nights twin-share accommodation, including breakfast daily, at Tribe Na Tomba, Denarau, Fiji (a 4-star property managed by the Accor Group)
- 🛍️ A $2,000 Flo & Frankie gift card / wardrobe refresh
Travel conditions (governed by House of Travel as prize sponsor):
- Travel must be undertaken between 16 January and 19 March 2027.
- Flights to Nadi depart from Auckland, Wellington, or Christchurch only. Any travel required to reach the departure airport (including for Australian winners or winners outside these three cities) is at the winner's own cost.
- Flights and accommodation are subject to availability at the time of booking.
- The travel portion of the prize must be booked directly through House of Travel and cannot be added to any existing House of Travel booking.
- Any additional costs, including travel insurance and travel to/from the departure airport, are the responsibility of the winner.
- The prize is not transferable, cannot be exchanged for cash, and must be taken as offered. If any part of the prize is unavailable, the Promoter and/or Sponsor reserve the right to substitute it with a prize of equal or greater value.
5. Winner Selection and Notification
The winner will be selected at random by Flo & Frankie Ltd on the date specified in the giveaway post - Wednesday 18th November.
The winner will be contacted via a private message from the @floandfrankie Instagram account and/or by email.
If the winner does not respond within 3 days of contact, the prize will be forfeited and a new winner may be drawn.
The Promoter's decision is final, and no correspondence will be entered into.
6. General Conditions
The Promoter and the Sponsor are not responsible for any technical difficulties, errors, or interruptions that may affect entry or participation in this giveaway, including but not limited to lost, misdirected, incomplete, or late entries, or malfunction of any network, server, or equipment involved in administering the promotion.
To the extent permitted by law, House of Travel is not liable for any loss or damage whatsoever (including indirect or consequential loss), or for personal injury suffered, arising from the booking or use of the travel portion of the prize, except where such liability cannot be excluded by law.
Neither the Promoter nor the Sponsor accepts responsibility for any injury, loss, or damage incurred by entrants in connection with this competition or any prize awarded, except to the extent caused directly by their own negligence.
These conditions do not affect, and are not intended to affect, any rights a consumer might have that cannot be excluded under applicable consumer protection law.
This promotion is governed by the laws of New Zealand.
7. Privacy
Entrants' personal information is collected by Flo & Frankie Ltd for the purpose of administering this giveaway and contacting the winner, in accordance with the Flo & Frankie Privacy Policy.
As the travel prize is issued by House of Travel, the winner's personal information will also be shared with House of Travel to arrange and administer the travel booking. House of Travel will hold and use this information in accordance with the Privacy Act 2020 and its own Privacy Policy, available at houseoftravel.co.nz/hot-info/privacy-policy. Entrants have the right to access, update, and correct their personal information held by House of Travel.
If an entrant does not provide the personal information required, they may be unable to participate in the promotion.
8. Marketing Permissions
By subscribing via the link https://floandfrankie.com/pages/fiji-giveaway, entrants consent to receive marketing communications from Flo & Frankie. Entrants may unsubscribe from marketing communications at any time.
By entering, the winner also consents to Flo & Frankie using their name and city/town of residence for publicity purposes, without compensation, across each party's website, social media, and other direct and PR channels.
9. Instagram Disclaimer
This promotion is in no way sponsored, endorsed, or administered by, or associated with, Instagram. By entering, you acknowledge that you are providing your information to Flo & Frankie Ltd (and, where applicable, House of Travel) and not to Instagram.
10. Delivery
The $2,000 Flo & Frankie gift card will be sent to the winner by email or post, whichever the winner prefers.
The Fiji travel package will be arranged directly between the winner and House of Travel, subject to the booking conditions set out in Section 4.
Instagram Competitions
Flo & Frankie Ltd is the promoter of this competition.
These Terms and conditions are effective for all Instagram accounts/activity setup and managed by Flo & Frankie. These accounts include but are not limited to Flo & Frankie (https://www.instagram.com/floandfrankie) Flo’s Home (https://www.instagram.com/flos.home).
Entry is open to New Zealand and Australian residents only unless otherwise specified. No purchase entry fee, or payment is necessary to enter this competition. Entrants must follow the relevant Instagram account for any given competition and comment as directed in the competition instructions. Entry into the competition is automatic upon commenting and tagging.
The Promoter, its employees and their immediate families, participating agents and their associated agencies are ineligible to enter. The Promoter reserves the right to verify the validity of entries.
Competition commences when posted on the Instagram page and closes at the time stated in post copy. Entries received after this closing time will be ineligible for entry.
Winners will be selected at random by Flo & Frankie Ltd. The winners will be drawn on the date specified on the competition post. Attempts will be made to notify the winners via replying to the winning competition entry comment asking the winner to private message the Instagram account running the competition. If the winner does not respond via private message within 3 days after Flo & Frankie makes contact then the prize is forfeited and a further draw(s) will be conducted. The promoters’ decision is final and no correspondence will be entered into. The prize is not transferable and cannot be exchanged or redeemed for cash.
The winner(s) will receive the prize stated in post copy.
The Promoter assumes no responsibility for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft or destruction or unauthorised access to or alteration of entries. The Promoter assumes no responsibility for any injury or damage to participants or any other person’s computer related to or resulting from participation in or down-loading any materials in this competition.
The Promoter (and not Instagram) collects entrants’ personal information in order to conduct the competition. If the information requested is not provided, the entrant may not participate in the competition.
This promotion is in no way sponsored, endorsed or administered by, or associated with, Instagram. You understand that you are providing your information to Flo & Frankie - not to Instagram. The information you provide will only be used for drawing and contacting the winners of the promotion, except for entrants who have agreed to receive further communication from Flo & Frankie.
Flo & Frankie reserves the right to update or change these terms and conditions at any time, at which time any changes applied would be applicable to any competition starting on or after the updated date.
Prizes which require posting (Homewares) will only be sent to a New Zealand address and no overseas addresses will be accepted as a delivery address unless otherwise stated in post.
Influencer Discount Codes
Discount codes provided as part of an influencer collaboration are valid for online use only at floandfrankie.com.
Codes are valid for a one-time use per customer and apply to full-price fashion items only. Excludes all accessories, footwear, homeware, gifts, and sale items. Offer is not available in conjunction with any other promotion, unless otherwise stated.
Discount codes are not redeemable for cash and cannot be applied to the purchase of gift cards or previous orders. Due to high demand, Flo & Frankie cannot guarantee stock availability while the code is active. Applicable refunds or exchanges will reflect the discounted purchase price shown on your receipt, not the original ticketed price.
Offer is subject to Flo & Frankie’s General Terms & Conditions, as well as our Delivery, Returns, and Privacy policies, all available at floandfrankie.com
For any queries regarding influencer discount codes, please contact our Customer Care team directly.
DISCOUNT CODES
Exclusive Return Discount
A little treat from us to you. Enjoy your exclusive offer online only.
Valid for 14 days from the date this email was sent.
Valid online only at floandfrankie.com & floandfrankie.com.au.
Minimum spend $150. One use per customer.
Full-price items only; excludes sale, gift cards, and pre-orders. Not to be used with any other offer.
Welcome Discounts
We're so glad you're here! Enjoy a discount off your first order as a little welcome gift from us to you.
- Online only
- No minimum spends required
- One-time use per customer
- Not valid on sale items
Anniversary Discount
Happy 1-year anniversary with us! We’re so grateful to have you in our community.
- Online only
- 10% off your order
- Minimum spend of $65.00 NZD
- One-time use per customer
- Full priced items only & excludes sale, gift cards and pre-orders
Happy 2-year anniversary with us! We’re so grateful to have you in our community.
- Online only
- 20% off your order
- Minimum spend of $80.00 NZD
- One-time use per customer
- Full priced items only & excludes sale, gift cards and pre-orders
Leave a Review Discount
Thanks for sharing your feedback! Your thoughts help us grow, and your discount is our way of saying thanks.
- Valid for Online Order Only
- 10% Off your entire order & 15% Off your entire Order (Photo included)
- Minimum spend of $80.00 NZD
- One-time use per customer
- Cannot be combined with other discount offers
- Valid for 90 days from the date issued
Birthday Discount
Happy Birthday! Celebrate your special day with $50 off – because you deserve to feel fabulous.
The Birthday Voucher is valid for one single online transaction only at floandfrankie.com or floandfrankie.com.au. The voucher is redeemable on full-price items only and is activated when the minimum spend of $150 is met in a single transaction. Pre-order items are excluded.
The voucher is strictly one-time use. It is non-refundable, non-transferable and cannot be exchanged for cash, credit or any other benefit. The voucher cannot be applied retrospectively to previous purchases.
If any item purchased using the Birthday Voucher is returned for a refund, the voucher will not be reinstated, reissued, credited or refunded in whole or in part. Any refund processed will reflect the amount paid by the customer after the voucher discount has been applied.
The voucher is valid for 30 days from the date of issue. Expired vouchers will not be extended or replaced under any circumstances.
Influencer Discount
Spotted us on your fave influencer's feed? Enjoy a special treat just for you – use their code at checkout to get a discount on your order. It's our way of saying thanks for joining the Flo & Frankie Family!
- Online only
- No minimum spend required
- One-time use per customer
All promotional discounts are non-transferable, not redeemable for cash, and subject to change at any time at our discretion. Please refer to individual emails or messages for specific code details and expiry dates.
GIFT CARD
How do I purchase a gift card?
You can purchase a Flo & Frankie gift card in-store or online. Simply select the amount you’d like to give and follow the checkout process
How do I redeem a gift card?
Gift cards can be redeemed both online and in-store:
- Online: Enter the gift card code at checkout in the box labelled “discount code or gift card.”
Older physical gift cards (with a black magnetic strip on the back) are redeemed using the payment option “Physical Gift Card (Magnetic Strip)” at checkout. - In-store: Simply present your gift card to the team member at the time of purchase, and they will apply it at the register.
Can I use a gift card more than once?
Yes. Our new gift cards (with a barcode on the back) can be used across multiple purchases until the balance is fully spent, and they can also be reloaded.
Please note that our older physical gift cards (with a black magnetic stripe on the back) are not reloadable, but any remaining balance can still be used until the card’s value has been fully redeemed.
Can I check my gift card balance?
Yes! You can check your balance easily on our website by entering your gift card number in our balance checker here.
Note: If you have an older gift card with a black magnetic strip on the back, you can check the balance at www.eazy-cards.co.nz.
Do gift cards expire?
Our new gift cards with a barcode on the back are valid for 3 years from the date of purchase.
Please note that older gift cards with a black magnetic strip on the back have a 12-month expiry from the date of purchase.
What if my gift card is lost or stolen?
Please contact us immediately at customercare@floandfrankie.com. Treat your gift card like cash - we cannot replace it without contacting us.
Can I return items purchased with a gift card?
Yes. Items purchased with our new physical gift cards (with a barcode on the back) or E-gift cards will be refunded back to the original gift card.
Please note that items purchased using our older physical gift cards (with a black magnetic stripe on the back) cannot be refunded back to the gift card. In these cases, the refund will be issued as a store credit instead.
Can I use more than one gift card in a single transaction?
Yes, multiple gift cards can be used in one purchase, online or in-store.
Who can I contact for help with my gift card?
For any questions or issues, contact our Customer Care team at customercare@floandfrankie.com, and we’ll be happy to assist you