Terms & Conditions

SHIPPING

Due to a high volume of orders during the sale period dates in New Zealand, we anticipate a 3 - 5 business day delay to the dispatch of all orders. Our warehouse and online customer service teams are working extra hard to get your orders out the door and respond to your emails. 

Please note that dispatch estimates do not include processing or shipment times from our shipping carriers; NZ Post.

RETURNS

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.

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. 

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: 027 265 1411

Cancellation

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 at customercare@floandfrankie.com who can help you exchange your item for something else – after all, we’re here for you and want to totally love your goodies.

Warrantees and Guarantees

Flo & Frankie is a New Zealand company which means you are covered under the New Zealand Consumer Law – just for your own peace of mind.

Consumer Guarantees Act 1993

The Consumer Guarantee Act sets minimum standards for products to be sold at Flo & Frankie.  Therefore, if you receive something of a low quality or faulty, you have the right to return the item.

Fair Trading Act 1986

This is designed to protect you from being misled due to false advertising.  It applies to all aspects of promotion and the sale of goods and services, including: pricing, origin of the product, availability of products in stock, sales techniques and meeting the New Zealand safety standards.