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 put a lot of love and care into the gorgeous products we select for online and in store and want you to adore your purchase! But we understand sometimes things just aren’t quite right…

If you’re unhappy with your purchase we'd love to fix it for you. Please see our policy below to find out what to do if you have ordered from our online store, or alternatively, if you have purchased something from one of our stores.

CONDITIONS OF RETURNS AND EXCHANGES

• Items need to be returned within 21 days of you receiving the product.
• If your item was purchased as a Christmas gift, this needs to be exchanged before 20 January 2021.
• 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.

ONLINE PURCHASE RETURNS AND EXCHANGES

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.

Change of mind for online orders: If you have changed your mind on an item that you have ordered online, we are happy to provide you with a refund.  If you were looking for a different size/colour the best thing to do is hop back online and create a separate order. Please ensure you have met the terms and conditions.

Conditions of Returns and Exchanges. 
Unfortunately we are not be able to arrange an exchange for you. If you want a replacement of any kind, please place a brand new order on our website or instore, and your refund will be processed for your previous order separately following our returns policy.

Faulty Items: 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 provide you with a refund.

Online Cancellations & Order Amendments
Unfortunately we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:
·   Change of delivery address
·   Changes to colours and sizes
·   Adding or removing items
·   Applying discounts
·   Full order cancellations
Please ensure all details provided are full and correct at the time of order placement.

ITEMS PURCHASED ONLINE WITH LAYBUY & 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.

WHERE CAN I RETURN ITEMS PURCHASED ONLINE?

If you have 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 our online returns form here and post to:

Flo & Frankie ATTN Returns Office

PO Box 31003

Milford

Auckland 0741

To ensure parcels arrive within the timeframe we highly recommend tracking your parcel. Please ensure you have filled out the online returns form before posting and don’t forget to put the tear off strip on the returns information sheet in your package!

Unfortunately, we can't refund the original postage or shipping cost if you've changed your mind unless the product arrives faulty or broken in which case we'll be shouting the extra shipping costs! Your refund will 5 working days, payment may take up to 7-10 days to appear in your bank account, depending on your bank. (During peak times and promotional periods this process may take longer)

IN STORE PURCHASE RETURNS AND EXCHANGES

Change of mind for purchases made in store

We are happy to provide you with either an exchange item or a credit if you have met the Conditions of Returns and Exchanges Refunds will not be given if you have had a change of mind if you have purchased in store as you have had the opportunity to view the style before purchasing.

Sale Items

Sale items purchased in store cannot be returned or exchanged due to change of mind. This is due to sale stock being limited and you have had the opportunity to view the item in store before purchasing.

Please note this includes all Black Friday purchases instore

Faulty Items: 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 provide you with an exchange item, a store credit or a refund. 

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

If you have purchased in store:

You can make returns at any of our store locations: 

• S229, LEVEL 2, WESTFIELD NEWMARKET 309 BROADWAY AUCKLAND
• S115 WESTFIELD NEWMARKET 309 BROADWAY NEWMARKET AUCKLAND
• SHOP T39, 7 QUEEN ST, COMMERCIAL BAY, AUCKLAND CITY
• 79 PONSONBY ROAD, PONSONBY, AUCKLAND
• SHOP 37B, MERIVALE MALL, 189 PAPANUI RD, MERIVALE, CHRISTCHURCH

Here, you can talk to some of our Flo & Frankie family who will happily help you find an exchange item, help you find different sizes or colours, or provide a credit.

Please take note that only the manager on the day can approve returns and will only accept returns if the Conditions of Returns and Exchanges are met.