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 will take a few extra days to receive as the parcel gets handed to a rural delivery driver where they then have 24-48 hours to deliver.
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.
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 must return it to one of our physical store locations, please see here.
We are unable to process returns for in-store purchases via mail.
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.
Final Sale Items
- Items marked as FINAL SALE, OULTET or SAMPLE, cannot be returned for a refund, exchange, or store credit.
Cancellation Policy
Once an order has been placed it unfortunately cannot be cancelled... however, if your feeling some serious buyers remorse (which, we can't exactly relate to at all... because we happen to think every item we stock is an absolute must-have!) then please get in contact with our team who can help you exchange your item for something else – after all, we’re here for you and want to totally love your goodies.
EMAIL: customercare@floandfrankie.com
COMPETITIONS
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.
