Returns & Refunds
We don’t offer returns or exchanges for change of mind.
But if something arrives damaged or isn’t quite right, we’ll make it right.
To be eligible for a refund or replacement, please get in touch at hello@frankieandrose.co.nz within 7 days of receiving your order.
You’ll need to include a brief explanation and a photo of the issue so we can assess it.
Items must be unused, in original condition, and returned in their original packaging so we can lodge a claim with our courier if needed.
Refunds
Once your return is received and checked, we’ll confirm if your refund has been approved.
If it is, we’ll process it back to your original payment method or bank account.
Refunds typically take a few days to appear. If you haven’t received yours after a week, contact your bank first—then reach out to us if needed.
Sale Items
We can’t offer refunds or exchanges on sale items unless they arrive damaged.
Shipping Returns
You’ll need to cover the return shipping cost.
If a refund is approved, the return shipping fee may be deducted from your refund total.