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 & Delivery
Tuesday 7th September
Shipping 24/7 following all MBIE safety precautions - fashion, footwear and throws. Other items such and Homewares and Accessories will be despatched when Auckland moves to Level 3.
We are aiming to ship all essential items within 1-3 working days.
Non-essential items that have been ordered previously to Tuesday 24th August, such as jewellery, gifting, homewares bags and accessories will be shipped at level 3.
TO WAIT or NOT TO WAIT – that is the question!
It’s your choice – TO WAIT and look forward with great anticipation, or request SHIP NOW for any essential items, whatever you feel most comfortable with.
Just select the shipping option ‘I’M HAPPY TO WAIT’ (bless) if you’d rather. We fully understand that everyone’s circumstances are different, from your local climate to your personal and family needs, so it’s your call.
Not available in Level 4
Click & Collect is an easy way to shop that gives you the flexibility of ordering online, along with the convenience of a quick pickup from your closest Flo & Frankie store! Plus, Click & Collect can be applied to your order for no additional charge. We endeavour to have your goodies ready in 24 hours! Please note we do stock hundreds of different brands in each store, and we have a limited amount of stock for each item. Your click and collect order will only be available if all items are in stock in the selected store. To make sure if the store you are wanting to collect from has the items you are after, check the ‘Store Availability’ table under the ‘Add To Cart’ button. Too easy!
Free shipping when you spend over $80 within New Zealand.
Flat Rate Shipping | Rest of New Zealand $6.00 incl. rural delivery And yes we deliver to PO Boxes!
Orders placed on weekdays before 11am will begin processing same day, however orders that fall after 11am we will begin processing straight away but may not get picked up by our delivery drivers. Orders placed on Friday after 11 am NZT will begin processing the following Monday.
We aim for to dispatch your parcel in 24 hours (however can take up to 48hours due to availability of stock and other considerations). Please allow couriers allow 1-2 days for delivery. (Please note that delays in courier times are out of our control. Estimated delivery times are to be used as a guide)
* During busy promotional periods it is possible we will be unable to meet the above times and we will have delays. We will still endeavour to ship your order as soon as possible.
Deliveries take place Monday to Friday. Once the courier has picked up your order from a Flo & Frankie store, you'll be emailed a tracking number so that you can follow the journey of your parcel.
We use Post Haste for the majority of New Zealand deliveries.
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.
Flat Rate Shipping | Australia $25.00
Orders for Australia take 2-3 working days to dispatch. Deliveries take place Monday to Friday and will take 8-10 working days to arrive. Please note that once your order has left New Zealand it may be subject to customs clearance procedures which can cause delays beyond original delivery estimates (please see further information below)
We hope you love your purchase, however, if something’s not quite right we’re happy to accept returned item(s) if eligible.
Due to COVID-19 our Returns Policy is extended to 30 days.
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.
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 email@example.com or call 027 265 1411 and we will get back to you with what steps to take next.