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:
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.
Final Sale Items
- Items marked as FINAL SALE, OULTET or SAMPLE, cannot be returned for a refund, exchange, or store credit.
Cancellation Policy
If you’ve made an error with your online order, please contact our customer care team, and we’ll do our best to accommodate any changes.
However, once the order has been shipped, we are unable to cancel or edit it. That said, our team is happy to assist with an exchange to help you find something you truly love!
For any further questions or concerns, don’t hesitate to reach out to our team – we’re here to make sure you love your Flo & Frankie goodies!
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.
