RETURNS POLICY
Due to the nature of shopping online where you don’t always get the chance to try things on and we completely understand that sometimes an item might not be quite what you expected.
Please note that the cost of returning an item is the responsibility of the customer.
We happily accept returns within 30 days and offer seamless returns through Refundid.
Simply visit our returns portal below to begin your return:
Online Returns Policy
We want you to be able to shop confidently, knowing we’ve got your back!
- Items can be returned within 30 days for an exchange or refund.
- Items must be unworn with no signs of wear and tags attached (shoes must be in original box)
For further assistance, our friendly customer service team can help you with your return from 9am to 5pm, Monday to Friday.
Email: care@floandfrankie.com.au
Please note that return shipping costs are the responsibility of the customer
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