RETURNS POLICY
Please note that the cost of returning an item is the responsibility of the customer.
If you made your purchase in store, we kindly ask that you return it to any one of our boutiques.
For online purchases, please lodge your return request through our returns portal below. Once submitted, you can either post your item back to us or drop it into any one of our boutiques.
Our friendly Customer Care team is here to help with your return Monday to Friday, 9am to 5pm.
Returns Policy
We want you to shop with confidence, knowing we’ve got your back 💛
Online and in-store purchases can be returned within 30 days for an exchange or refund, provided the following conditions are met:
- Items must be unworn, with no signs of wear, and have all original tags attached
- Shoes must be returned in their original box
Online purchases
- All returns must be lodged through our Returns Portal.
- Once submitted, items can either be posted back using a return postage label or dropped into any one of our boutiques.
- A $10 fee will be deducted from your refund if you choose to use the return postage label provided through our Returns Portal
- If you choose to send your return back using your own postage label, return shipping costs are the responsibility of the customer
In-store purchases
- Items must be returned to the same boutique they were purchased from
- Return postage labels are not available for in-store purchases
If you need any help along the way, our friendly Customer Care team is here for you Monday to Friday, 9am to 5pm NZT
Email: customercare@floandfrankie.com
Phone: NZ: 0800 452 149 AU: 0483 980 982
Terms & Conditions | Online Purchase
Online purchases:
- Please allow 1-2 working days for refunds to be processed.
- We offer seamless returns through Refundid
- Click here to start your easy return.
T&Cs:
- You’ll need your Proof of purchase
- Sorry, for hygiene reasons, no returns on lingerie, swimwear and earrings
How Do I Send Back My Return?
For all returns, please post your parcel to our returns address noted below. Online returns are processed during business hours Mon-Fri, from 9am-5pm:
FLO & FRANKIE RETURNS, C/O GC3PL, 14 HAWKER ST, CURRUMBIN, QLD,4223
Faulty or Damaged Items
We’re sorry to hear that your item isn’t quite right! To make the process easy, we ask that all faulty items be lodged through our Returns Portal.
Here’s what you’ll need to provide:
- A clear explanation of the fault
- Photos showing the issue
Once submitted, your request will be placed under review while our team assesses the fault. After reviewing, we’ll either approve your return or exchange, or let you know if the item cannot be accepted.
Important: If your item was purchased more than 6 months ago, please email our Customer Care team directly at 📧 customercare@floandfrankie.com for assistance.
This process helps us ensure every item meets our quality standards while reducing unnecessary waste.
Exchange Policy
We want you to be completely satisfied with your purchase. If you'd like to exchange an item, we offer two flexible options:
Option 1: Immediate Reorder & Refund
- Place a new order for the item you want in exchange.
- Return the original item to us.
- Once we receive the returned item, we’ll issue a full refund to your original payment method.
Option 2: Standard Exchange
- Lodge the exchange request through out online portal https://floandfrankie.com/pages/returns-policy
- Send the item back to us for an exchange.
- Once we receive the return, we’ll ship out the replacement item.
Please note that return shipping costs are the responsibility of the customer