Terms & Conditions
SHIPPING POLICY
Shipping Dispatch
We are currently partnered with DHL for international shipping to Australia.
We aim to dispatch all orders within 24 hours between Monday - Friday for orders received before 10am AEST.
Metro cities across Australia can expect delivery within 1 day excluding Perth and Cairns which will take 1-2 days. Rural areas across Australia will take anywhere between 2-3 days.
Tracking Partner
To track your order, please visit:
20% Off First Online Order
This offer is available exclusively to new email subscribers within Australia and is valid for online use only at floandfrankie.com.au
Offer is valid for 20% off full-priced items on your first online purchase after signing up to the Flo & Frankie email database. The discount code will be sent via email upon successful sign-up and can only be used once per customer. The offer is not available in conjunction with any other promotion, unless otherwise stated. This offer is not redeemable for cash and cannot be applied to previous purchases.
Offer excludes the purchase of sale items, gift cards, bundles or sets, and select third-party products as indicated. The discount applies to eligible items only and does not include shipping fees. The unique code must be applied at checkout to receive the discount.
Offer is subject to stock availability. Flo & Frankie cannot guarantee availability of all items during the redemption period. Applicable refunds or exchanges will reflect the discounted purchase price shown on your receipt, not the original ticketed price.
The discount code is valid for 14 days from the date of issue. Expired codes will not be reissued or extended.
Offer is subject to Flo & Frankie’s General Terms & Conditions, as well as our Delivery, Returns, and Privacy policies, all available at floandfrankie.com.au.
For any queries regarding this promotion, please contact our Customer Care team.
RETURNS POLICY
Returns
At Flo & Frankie, we want you to shop with confidence, knowing that we’ve got your back!
- Items marked as FINAL SALE are already heavily discounted and cannot be returned or exchanged.
- A proof of purchase is required for all returns.
- For hygiene reasons, we cannot accept returns on lingerie, swimwear, and earrings.
- For further assistance, our friendly customer service team is available Monday to Friday, 9 AM – 5 PM.
Online Returns via Refundid Portal
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).
Online Purchase Refund Processing Time
We strive to process all refunds within 1-2 business days of receiving your request. However, during high-demand retail periods, such as holiday seasons or major sales events, processing times may be longer.
Once your refund has been processed, you will receive a confirmation email. Please note that the time it takes for the funds to appear in your account may vary depending on your payment provider.
If you have any questions or need further assistance, feel free to contact our customer support team.
In-Store Purchase Returns
If you have purchased an item in-store and wish to return it, you must return it to one of our physical store locations, please see here.
We are unable to process returns for in-store purchases via mail.
Please ensure the item is in its original condition, with all tags attached, and accompanied by proof of purchase. Refunds or exchanges will be processed in accordance with our return policy.
Returns for Full-Price Items
- Items purchased in-store or online at full price are eligible for an exchange or refund.
- Exchanges must be of equal or greater value.
- If exchanging for a higher-priced item, the customer must pay the difference.
- If exchanging for a lower-priced item, the difference will be refunded.
Returns for Sale Items
- Sale items can be exchanged in-store or returned for store credit or a refund, provided they meet the return conditions listed above.
- Discounted products include any items purchasedusing a discount code or duringa promotional period.
- Any exchanges must be of equal or greater value.
Cancellation Policy
If you need to cancel your order, please get in touch with our Customer Care team as soon as possible:
Email: customercare@floandfrankie.com
Phone:
NZ: 0800 452 149
AU: 0483 980 982
Be sure to include your order number and the reason for cancellation in your message.
Please note:
Orders can only be cancelled if they have not yet been fulfilled.
If your order has already been fulfilled, you’ll need to follow our Returns Policy once it arrives
SALE T&C
Boxing Day Terms & Conditions
25% off almost all fashion, including Outlet Sale fashion, plus an extra 25% off all sale fashion, and 15% off almost everything else
This offer is valid from 3:00pm Tuesday 24th December 2025 to 11:59pm Monday 29th December 2025. Offer is available only to customers within New Zealand and Australia.
This promotion is not available in conjunction with any other offer, discount code, or promotion, unless otherwise stated. Due to high demand, Flo & Frankie cannot guarantee stock availability during the promotional period. This offer is not redeemable for cash and excludes the purchase of gift cards. The offer cannot be applied to previous purchases placed before the promotional period began.
Discounts apply to selected categories:
- 25% off almost all fashion (full-price, unless otherwise excluded)
- Extra 25% off all sale items
- 15% off almost everything else
Individual product exclusions may apply. Discount is applied at checkout and may vary by category. Frank Green excluded from online.
Applicable refunds or exchanges will reflect the discounted purchase price shown on your receipt, not the original ticketed price. All fashion purchased during the Boxing Day Sale is eligible for a full refund or exchange.
The offer is subject to Flo & Frankie’s General Terms & Conditions, as well as our Delivery, Returns, and Privacy Policies, all available at floandfrankie.com. For any queries regarding this promotion, please contact our Customer Care team.
Pricing & Promotional Period Disclaimer:
Promotional discounts and markdowns may vary between different sale periods. Prices offered during the Boxing Day Sale apply only for the stated promotional window.
CODES
During the Boxing Day Sale, all discount codes online and in-store are ineligible for use unless explicitly stated. This promotional event offers exclusive discounts that replace other discount mechanisms during the sale period. Additional discounts cannot be applied.
We encourage customers to take advantage of the significant savings available during this Boxing Day event. Thank you for your understanding and continued support.
INTERNATIONAL TRANSACTIONS & CURRENCY CONVERSIONS
Why is the payment more than checkout total?
Please note that all transactions on our Australian website are processed in Australian Dollars (AUD).
If your credit card or payment method is linked to an account that uses a different currency, the final charge may vary slightly from the amount displayed at checkout.
This difference can occur due to your bank or credit card provider may apply their current exchange rate at the time of processing, which can fluctuate and result in a different amount charged.
Some banks or credit card providers may apply additional charges for processing international or cross-border payments. These fees are not applied by Flo & Frankie or Shopify and are the responsibility of the customer.
We recommend contacting your bank directly if you notice any unexpected charges on your statement. They will be able to clarify whether the amount is due to exchange rates, authorisations, or additional bank fees.
COMPETITIONS
Instagram Competitions
Flo & Frankie Ltd is the promoter of this competition.
These Terms and conditions are effective for all Instagram accounts/activity setup and managed by Flo & Frankie. These accounts include but are not limited to Flo & Frankie (https://www.instagram.com/floandfrankie) Flo’s Home (https://www.instagram.com/flos.home) (NZ & AU)
Entry is open to New Zealand and Australian residents only unless otherwise specified. No purchase entry fee, or payment is necessary to enter this competition. Entrants must follow the relevant Instagram account for any given competition and comment as directed in the competition instructions. Entry into the competition is automatic upon commenting and tagging.
The Promoter, its employees and their immediate families, participating agents and their associated agencies are ineligible to enter. The Promoter reserves the right to verify the validity of entries.
Competition commences when posted on the Instagram page and closes at the time stated in post copy. Entries received after this closing time will be ineligible for entry.
Winners will be selected at random by Flo & Frankie Ltd. The winners will be drawn on the date specified on the competition post. Attempts will be made to notify the winners via replying to the winning competition entry comment asking the winner to private message the Instagram account running the competition. If the winner does not respond via private message within 3 days after Flo & Frankie makes contact then the prize is forfeited and a further draw(s) will be conducted. The promoters’ decision is final and no correspondence will be entered into. The prize is not transferable and cannot be exchanged or redeemed for cash.
The winner(s) will receive the prize stated in post copy.
The Promoter assumes no responsibility for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft or destruction or unauthorised access to or alteration of entries. The Promoter assumes no responsibility for any injury or damage to participants or any other person’s computer related to or resulting from participation in or down-loading any materials in this competition.
The Promoter (and not Instagram) collects entrants’ personal information in order to conduct the competition. If the information requested is not provided, the entrant may not participate in the competition.
This promotion is in no way sponsored, endorsed or administered by, or associated with, Instagram. You understand that you are providing your information to Flo & Frankie - not to Instagram. The information you provide will only be used for drawing and contacting the winners of the promotion, except for entrants who have agreed to receive further communication from Flo & Frankie.
Flo & Frankie reserves the right to update or change these terms and conditions at any time, at which time any changes applied would be applicable to any competition starting on or after the updated date.
Prizes which require posting (Homewares) will only be sent to a New Zealand OR Australia address and no overseas addresses will be accepted as a delivery address unless otherwise stated in post.
Influencer Discount Codes
Discount codes provided as part of an influencer collaboration are valid for online use only at https://floandfrankie.com.au.
Codes are valid for a one-time use per customer and apply to full-price fashion items only. Excludes all accessories, footwear, homeware, gifts, and sale items. Offer is not available in conjunction with any other promotion, unless otherwise stated.
Discount codes are not redeemable for cash and cannot be applied to the purchase of gift cards or previous orders. Due to high demand, Flo & Frankie cannot guarantee stock availability while the code is active. Applicable refunds or exchanges will reflect the discounted purchase price shown on your receipt, not the original ticketed price.
Offer is subject to Flo & Frankie’s General Terms & Conditions, as well as our Delivery, Returns, and Privacy policies, all available at https://floandfrankie.com.au.
For any queries regarding influencer discount codes, please contact our Customer Care team.
Girls Night Getaway - Terms & Conditions
Promoter: Flo & Frankie Ltd (“the Promoter”).
1. Eligibility
Entry is open to New Zealand and Australian residents aged 18 years or over. No purchase, entry fee, or payment is necessary to enter.
Employees of Flo & Frankie Ltd, its related companies, and their immediate families, as well as participating agents or associated agencies, are ineligible to enter.
The Promoter reserves the right to verify the validity of entries and disqualify any that do not comply with these Terms & Conditions.
2. How to Enter
To enter the Girls Night Getaway Giveaway, entrants must:
1. Follow @floandfrankie on Instagram.
2. Tag their bestie or partner in the comments of the giveaway post.
3. Sign up via the link provided in the Flo & Frankie Instagram bio.
Entry is automatic once all three steps have been completed.
3. Competition Period
The competition commences on Friday 31st October on the @floandfrankie Instagram account and closes at 11:59 PM Friday 7th October.
Entries received after this time will not be eligible.
The winner will be drawn and contacted on Monday 10th November via the @floandfrankie Instagram page.
4. Prize Details
One winner will receive the Girls Night Getaway Prize, valued at over $2,000, including:
- 1 night at QT Sydney (for two people in November)
- Dinner at Totti’s Merivale - $250 voucher (Sydney)
- A $200 Mecca voucher
- $1,000 Flo & Frankie store credit
Total prize value: approximately $2,000 AUD/NZD.
Transport to and from Sydney, travel insurance, and any additional costs are not included in the prize and are the sole responsibility of the winner.
The prize is not transferable, cannot be exchanged for cash, and must be taken as offered. Accommodation and dinner bookings are subject to provider availability and conditions.
5. Winner Selection and Notification
The winner will be selected at random by Flo & Frankie Ltd on the date specified in the giveaway post.
The winner will be contacted via a private message on instagram from the @floandfrankie account.
If the winner does not respond within 3 days of contact, the prize will be forfeited and a new winner may be drawn.
The Promoter’s decision is final, and no correspondence will be entered into.
6. General Conditions
The Promoter is not responsible for any technical difficulties, errors, or interruptions that may affect entry or participation in the giveaway. The Promoter also accepts no responsibility for any injury, loss, or damage incurred by entrants in connection with this competition or any prize awarded.
7. Privacy
Entrants’ personal information is collected solely for the purpose of administering this giveaway and contacting the winner, unless the entrant opts in to receive further communication from Flo & Frankie. Personal data will be handled in accordance with Flo & Frankie’s Privacy Policy.
8. Instagram Disclaimer
This promotion is in no way sponsored, endorsed, or administered by, or associated with, Instagram. By entering, you acknowledge that you are providing your information to Flo & Frankie Ltd and not to Instagram.
9. Delivery
Flo & Frankie store credit will be added to your account, vouchers for Mecca and Totti’s will be emailed to the winner and the QT night will be organised directly with the winner for a date in November.