HELP CENTER
SHIPPING
Do you deliver to rural addresses?
Yes we sure do! We deliver Flo & Frankie everywhere.
Rural delivery will take a few extra days to receive as the parcel gets handed to a rural delivery driver.
I entered the wrong shipping details.
Please get in touch with us as soon as possible at [email protected] or call 027 265 1411, we will try to fix this before it gets sent out.
If we are unable to change this in time, please get in touch directly with the courier provider to make further delivery amendments.
Will I be charged for International Orders – Customs Duties & Taxes?
As a New Zealand-based company, we want to ensure that our international customers are well-informed about potential customs duties and taxes that may apply to their orders. When you place an order for delivery outside of New Zealand, your purchase may be subject to import duties, taxes, and other fees imposed by the customs authorities in your country.
These charges vary depending on the destination country and are determined by local regulations. Unfortunately, we are unable to predict or control these fees, as they are assessed by your country's customs office.
We strongly recommend that you contact your local customs office before placing your order to understand any potential charges that may apply. This will help you avoid any unexpected costs when your order arrives. Please note that any additional charges imposed by customs are the responsibility of the recipient.
Do you send P.O boxes?
Yes, we do not send to P.O boxes, please keep this in mind when placing an order with us, we are hapy to accommodate this.
Do you ship internationally?
Yes, of course!
Orders from Australia must be ordered from www.floandfrankie.co.au and all other orders are to be placed on our international website www.yycxsukg.top
ORDER PROCESSING
Why did I receive my order in separate packages?
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 email us at [email protected].
Can I cancel my order?
If you’ve made a mistake with your online order, please contact our customer care team as soon as possible. We’ll do our best to make any necessary changes. However, once your order has been shipped, we’re unable to cancel or modify it.
Not to worry—our team is happy to help with an exchange to ensure you find something you truly love!
For any further questions or assistance, feel free to reach out—we’re here to make sure you adore your Flo & Frankie goodies!
Email: [email protected]
SIZING
Can I return for a different size?
Yes! We offer exchanges for full priced and sale items when purchased within 30 days in-store or online.
RETURNS & EXCHANGES
How do I return my Online Order?
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).
How do I know if you have received my online purchase return?
You can track the status of your return through our Refundid portal.
As soon as we receive and process your return, the status will be updated in the portal, and you’ll also receive email notifications to keep you informed every step of the way.
My return got lost on the way?
You will need to get in touch directly with the courier provider to open a query and claim your lost parcel.
Track & Trace will be provided via our Refundid Portal.
If you have any questions, feel free to reach out to our team—we’re happy to help.
I need to return a faulty garment.
We offer a credit for repair costs, so you can continue to enjoy your item and avoid landfill.
Not repairable? We'll happily offer an exchange or refund.
Please email images of the fault and your order number through to our friendly customer care team at [email protected] and they'll be happy to help!
I have not received my refund yet.
You will be notified with an email to confirm the refund has been processed by our team, please allow for 1-2 business days for this to appear back into your account.
How will I be refunded if I use Afterpay/Zip?
If you qualify for a refund and paid for your order via the Afterpay/Zip app you may need to allow 5 additional working days for your refund to be processed. The app will process the payment back onto the debit or credit card linked to your account and they will adjust or cancel your payment schedule as necessary. This payment is subject to Zip and Afterpay's processing times.
Why wasn’t I refunded the full amount?
If your order was under $80, then you would have been charged for shipping.
Am I able to return my online order in store?
See here for your nearest store. Our store staff will forward your parcel to our customer care team and you will then receive your refund within 1-2 days.
Can I return my online order for a different size or new garment?
Yes! We offer exchanges for full priced and sale items when purchased within 30 days. Please contact our friendly customer care team who will process this exchange for you : [email protected]
Can I return sale items?
Yes! Sale items can be returned within 30 days of receiving the product for an exchange or refund.
Please note, items marked as FINAL SALE are already heavily discounted therefore they are not eligible for a refund or exchange.
Can I return earrings, cosmetics, facemasks or lingerie?
Sorry, due to our strict hygiene standards, items that fall under these categories are not able to be accepted for any refunds or exchanges.
Can I get a refund on my order if I purchased it using a yellow physical gift card?
If you have placed an order using a gift card, we will refund you back to your online account.
Gift cards are non refundable.
Can I get a refund on my e-gift card?
Yes, with every order returned using an e-gift card, we will refund the original e-gift card to be redeemed again
I am returning an item I received as a gift?
When a return is processed, the details go to the original customer details the order was placed under. You will need to get in touch with the person who gifted the item to you, or alternatively provide their details.
ONLINE & STORE CREDIT
What can I use my Online Store Credit on?
Online Store credits are able to purchase all items on our online domain from sale to full price, fashion to homewares.
Gift cards (physical and online) are the only items unable to be purchased using a store credit.
Where can I find my online store credit?
Your online store credit can be found on your online account.
To access your balance, log in with your email and password through our website.
Look for the person icon on the header of our website.
I cannot sign in.
If you are unable to sign in or don’t think you have an account set up, please flick an email through to [email protected]
We can send an account activation email through to you.
How do I use my online store credit?
To use your online store credit, make sure you log in to your account in the top right-hand corner of the website (person icon) before heading to the checkout.
Once you are logged in, please proceed to your cart and check out. You will see a payment option to apply your credit. Tick this and it will remove the balance from your total.
Please reach out to our team at [email protected] if you have any trouble.
I have a online store credit, but it is not on my account?
If you are signed in and your credit is not showing under your account details, this may be due to it being on your in store account.
Unfortunately, at this time, your online and instore accounts are not merged however we are absolutely able to transfer vouchers from either account.
Please get in touch with us at [email protected] and we can swap this over for you.
Can I use my instore credit, online as well?
Unfortunately at this time, your online and instore accounts are not merged however we are absolutely able to transfer vouchers from either account.
Please get in touch with us at [email protected] and we can swap this over for you.
What happens if I return my order for a refund that I used a online store credit on?
In the case where your order is not quite right and needs to be returned, we refund via your original payment method so your credit will go back onto your account.
If you have paid part credit and part card, it will be refunded back as part credit and part card.
If only part of an order has been returned, we will always refund back to card first and whatever remaining balance will be credited back.
What happens to the rest of my credit if I don’t use it all on an order?
This will remain on your customer account, don’t worry about needing to use the full amount in one order.
Does my online store credit have an expiry?
Our Online Store credits do not expiry. If you encounter any issues please flick an email through to [email protected] and we can assist you.
If I return an order back for a online store credit, what happens if I used Laybuy/Afterpay?
If you have used Laybuy or Afterpay and have returned your item back for a online store credit, you will need to continue paying the cost off.
GIFT WRAPPING
Do you offer gift wrapping?
Yes! You can add at checkout for your items to be gift-wrapped. Please make sure to select this to let our team know which items need to be wrapped together!
Sending as a gift?
Not to worry! We do not send a receipt in the parcel, we do include a packing slip however this does not contain any cost information.
GIFT CARDS
What's the difference between an e-giftcard and Physical Gift card?
e-GiftCard
The will be sent directly to your email where you can decide to forward through to your lucky friend or print out to gift in-person. This can only be redeemed online. (not instore) This giftcard is perfect for a last min gift!
Physical Gift card
Our physical gift card is beautifully wrapped in a white envelope by one of our lovely staff members, so that it arrives ready to be given to your special someone. The gift card can be redeemed in any of our boutiques, or online.
Please note this takes 2-5 working days to get to you or your recipient’s door.
How do I check my balance on my physical gift card?
Visit the website here to view your balance
