We stock a large variety of brands on our site, so fits may vary. Please use the following size chart as a guide only when selecting your size.

Remember if the product doesn't fit, we're happy to exchange it within 30 days of you receiving the package. See our Returns & Exchanges page for more info.

Shipping Costs

We offer free shipping to all New Zealand addresses over $80. If you order is below that amount we charge $6.

Bulky items can be a bit tricky when it comes to delivery. If this is the case it will be identified in the product description and is excluded from normal shipping costs, however we’ll contact you with a freight quote on your request.

Order Processing

Orders are dispatched Monday to Friday (we like that our store room relaxes on the weekend too). *Please allow 1-2 days for dispatch and 2-5 days for your gorgeous parcel to reach you (Depending on Central or Rural Delivery). During peak seasons, such as Christmas, shipping may be a bit slower with presents flying out the door! Orders placed on public holidays will be sent out within the next two working days.

Availability

We endeavour to make sure all website stock is always up to date, however on the very rare occasions that those divinely popular items happen to sell in-store at the same time as you've purchased it online, we promise we will do everything in our power to fulfill your order or ensure you are fully refunded and compensated for our mistake! After all we are here for you and really want to make sure every experience shopping with us is the best it can be... please don't hesitate to contact us at customercare@floandfrankie.com with any questions.

If you've got to the end of the checkout process and timed out or reached an error when trying to purchase your goodies on the ANZ eGate, the items you tried to purchase may have dropped out of your bag or even dropped off the website completely when you go back to purchase them again. But wait, don't fret! This is simply the website holding your goodies for you so that they don't get snatched up by someone else. To fix this problem simply give us a call in-store (call 027 265 1411) and we will make them available for purchase again... plus we'll double check you haven't already paid for them (just for your own peace of mind)!

We hope you love your purchase, however, if something’s not quite right we’re happy to accept returned item(s) if eligible.

IN-STORE PURCHASES

As you have had the opportunity to try an item on in-store, the below Terms & Conditions apply:

• You may return Full Priced items within 14 days.
• All Sale items purchased instore are not able to be returned - please choose carefully we do not offer exchanges, credits or refunds on sale products.
• All items (purchased online or in store) must be returned in their original condition with all original tags attached (unused and with no signs of wear).
• Proof of purchase must be provided in the form of your receipt for in store purchases or an invoice for online purchases. Please take note that only the manager on the day can approve returns and will only accept returns if these conditions are met.
• We cannot accept returns on lingerie, swimwear and earrings for hygiene reasons.
• If you are returning items from your online orders into store the Online Returns form must be completed with reason codes for your return and included with your return. Any items eligible for refunds will be sent to our Head Office for processing.

 ONLINE PURCHASES

Due to the nature of shopping online, whereby you don’t get the chance to try something on, we totally understand that an item might not look quite as you expected when choosing it from an image. Therefore, our returns and exchanges policy are slightly different when purchasing items online compared to purchasing items in store.

 Our terms and conditions

•  The Returns Form must be fully completed with Reason Codes and is included with your parcel along with the packing slip.
• Full priced items can be returned within 14 days of receiving the product.
• Sale items are eligible for online credit (not refund) within 7 days of receiving product.
• All tags and packaging must be attached and intact (including shoeboxes).
• All items must be in original unworn condition.
• We cannot accept returns on lingerie, swimwear and earrings for hygiene reasons.

Where can I return items Purchased Online?

Online returns are processed at our Returns Office in business hours Mon-Fri, from 9am-5pm.  To return your items you will need to fill out the accompanying Returns Form and post or courier to:

 Flo & Frankie ATTN Returns Office,

 Ground Floor, 15 Bath Street, Parnell 1052

To ensure your parcel arrives within the timeframe please track your parcel.  Return shipping costs are to be covered by the customer. 

Can I return an online order to a Flo & Frankie store?

Sure can!  Full priced items may be returned to one of our stores for an exchange of the same value or greater, or a store credit within 14 days as per our T&Cs.  Please include the completed Returns Form.  Note, refunds will be sent to our Returns Office for processing.  An exchange in store does take more time than a normal transaction, especially in peak times.

Online Credit or Refund Processing Time

Online credits/gift cards will be processed within 5 working days.  So you don’t miss out on your favourite look, faulty items will be repaired if possible and sent back to you. Refunds will be credited to the original form of payment used to make your purchase (if eligible).  Please allow up to 14 working days for processing and for the bank to deposit your refund into your account.

Can I just exchange an item online?

No sorry.  Due to our products frequently selling out, we cannot process an exchange for you online.  If you require a replacement size, colour or alternative item/s, your safest bet is to place a new order and return the unwanted item(s) to receive an online credit or refund (full priced items only).

Return of Items on Sale

Please choose carefully as we do not offer refunds on sale items.  Sale items will only be accepted for an online credit within 7 days of delivery.

Items Purchases Online with Laybuy or Afterpay

If you are returning or exchanging items that you have bought online using Laybuy or Afterpay, we will process a refund on the items returned, and you will need to re-purchase these on our website.  Please ensure that you have met the Conditions of Returns and Exchanges.

Faulty Items (Online and In-Store purchases)

For items that are deemed faulty (this doesn’t include items that have been damaged as a result of wear and tear) we are happy to repair where possible, provide you with an exchange item, a store credit or a refund. 

SUMMARY OF RETURNS:

 If you are unsure about our returns and exchanges policy or how to return something, please email us at customercare@floandfrankie.com or call 027 265 1411 and we will get back to you with what steps to take next.