Can I purchase In Stock ready to ship pieces?
Yes, the majority of our pieces are available to purchase immediately through our In Stock ready to ship option.
How can I tell if a piece is available through the In Stock option?
Each product page has an In Stock option so if there are sizes available these will be displayed on the page.
How do I order an In Stock piece?
Each product page has both a Made-to-Order and In Stock option so if you would like to purchase an In Stock piece all you need to do is add the piece to your bag through the In Stock option and proceed to checkout.
My size isn’t available in the In Stock option. Can I still order?
As we produce on a small batch run philosophy we only create a limited number of each style and size. If a style has sold out or you don’t see your size you can however still purchase it via our Made-to-Order option. Learn more below.
When will an In Stock piece be shipped?
In Stock pieces are shipped within 2-4 days from purchase. Once your order is dispatched you will receive an email notification and tracking number letting you know it's on its way.
Why do you only have limited numbers of In Stock pieces?
Outside of our Made-to-Order pieces, we produce on a small batch run philosophy.
Driven by our intention to step away from the linear take-make-waste model of the fashion system, we choose to limit our production numbers for our In Stock ready-to-ship pieces. This means that we are not only able to avoid the harmful environmental consequences of overproduction but that we can pay special attention to each and every piece keeping a bespoke sensibility in everything we make. With limited stock however meaning limited availability, if a piece has sold out you can still purchase via the Made-to-Order option.
Learn more about how Made-to-Order works below.
How does Made-to-Order work?
There’s something in the wait and anticipation of something made expressly for you.
Only making what is ordered, through our Made-to-Order option your Florence & Fortitude piece is lovingly made over a 3-5 week period. With a bespoke sensibility sewn into each and every seam, you will receive regular email updates on your pieces progress – from cutter, to whose making your piece, to what stage it’s at in the making process – you’ll know each and every step as it makes its way to you.
How can I tell if a piece is available through the Made-to-Order option?
All our styles are available through the Made-to-Order option so you can have any style from our collection made expressly for you.
Each product page has a Made-to-Order option so if you would like to purchase a Made-to-Order piece all you need to do is add the piece to your bag through the Made-to-Order option and proceed to checkout.
How do I order a Made-to-Order piece?
Each product page has both a Made-to-Order and In Stock option so if you would like to purchase a Made-to-Order piece all you need to do is add the piece to your bag through the Made-to-Order option and proceed to checkout.
How long will my Made-to-Order piece take to make?
Every Made-to-Order piece is custom made just for you.
Once purchased please allow 3-4 weeks for the creation of your item and 4-5 weeks for couture crystal pieces and gowns.This may differ depending on production demand and supply chain availability but we will ensure to keep you up to date on your item.
For custom sizes and alterations please contact us to discuss timeframes.
What sizes are available for Made-to-Order?
We offer sizes NZ 4-24/US 0-20 as well as custom sizes for all our Made-To-Order pieces. If you don’t see your size please contact us to discuss how we can help.
Can I request custom sizing and alterations to my Made-to-Order piece?
Every woman’s body is beautifully different. That’s why we offer a custom service for all of our Made-to-Order pieces.
Where possible, we offer:
- Size range fits outside our current size range (NZ 4-24/US 0-20)
- Mixed sizes (e.g. a size 10 upper and size 12 base)
- Lengthening or shortening of arm/leg/body length
- Alterations of pieces for different access needs
If you would like to discuss how we can custom a piece for you please contact us.
When will my Made-to-Order piece be shipped?
Your Made-to-Order piece will be shipped within 24-48 hours of its completion. Once it has been dispatched you will receive an email notification and tracking number letting you know that it's on its way to you.
Will all F&F pieces always be available through Made-to-Order?
Whilst all our pieces are available through Made-to-Order, as we use deadstock fabric with limited meterage available we can only create certain styles for as long as the fabric is available.
What sizes do you offer?
We aim to be as inclusive as possible with our sizing. We offer sizes NZ 4-24/US 0-20 as well as custom sizes and alterations for our Made-to-Order pieces. If you don’t see your size, would like a mixed sized piece (ie. different standard base and upper sizes) or alterations to length arm/leg/body length please contact us for more information.
How can I ensure that I order the correct size?
We’re all about a great fit.
To ensure you choose the right fit please refer to our size guide as well as the sizing information on the product listing. If you’re still not sure please contact us and we will do all we can to assist.
Extended Care & Take Back Programme
Do you have an Extended Care mending service?
The care we take with our pieces won’t end once theyleave us.
As part of our circularity efforts we offer an Extended Care programme where we offer complimentary repairs which includes:
- Replacement of damaged zips
- Resewing and replacing missing/damaged buttons
- Replacement of missing/damaged crystals
Contact us so we can discuss how we can help on a case by case basis and read more about our programme here and in our Terms and Conditions.
Do you have a Take Back programme for F&F pieces?
We take responsibility for the entire life of the clothes we make.
As part of our efforts towards circularity we offer a Take Back programme for all F&F pieces. In exchange for an NZD $50 Florence & Fortitude voucher we will either find it a new home, repurpose it into a new design or have it recycled.
Read more about our programme here and contact us if you would like to be part of this programme.
Do you have a F&F Box Take back programme?
We are committed to reduce the waste we create as much as possible. As part of our Box Take Back programme we offer a 10% discount code for all of our returned bespoke F&F boxes. We will then either reuse, repurpose, or recycle the box on your behalf.
Where does Florence & Fortitude ship?
We ship worldwide.
Complimentary shipping on all orders over NZD $500.
Shipping costs for purchases under NZD $500 will be calculated at checkout.
Do I need to pay customs fees or taxes?
For orders to countries outside of New Zealand, recipients are responsible for any duties and taxes payable upon an order's arrival in the destination country. Payment of these are necessary for your order to be released by customs. For more information, please contact your local customs office.
If an order is refused at delivery, shipping costs and any duties and taxes incurred will not be refunded. We strongly recommend you review your order prior to shipment and contact your local customs office with any queries.
How long does shipping take?
Once an order is dispatched, your order should arrive within the below timeframes:
New Zealand: 1 - 2 business days
Australia: 2 - 5 business days via International DHL Express
Rest of the World: 2 - 5 business days via International DHL Express
Florence & Fortitude is not responsible for any lost items or shipment delays.
Do I need to sign for my delivery?
Yes, all orders require a signature on delivery.
Please note that any fees incurred due to failed delivery attempts or delivery refusal are the receivers responsibility.
Returns & Exchanges
What is your online return policy for In Stock & Made-to-Order pieces?
We want your F&F piece to be a treasured item in your wardrobe so if it doesn't quite work we are happy to help.
We offer returns and refunds on full priced In Stock and Made-to-Order pieces purchased from our website provided they are returned within 14 days of the delivery date in original condition, unused, unworn, unwashed, unaltered, and undamaged condition, with all original tags attached.
For our custom Made-to-Order pieces that have been specifically tailored or altered for you we however cannot provide a refund.
We do not refund duties and taxes paid on delivery or return so we recommend that you review your order and contact your local customs office prior to shipment.
We are not currently able to offer free returns unless an item is damaged or faulty. We recommend arranging a tracked courier to avoid any delays or package loss.
Please note that the costs and risks involved in a return are the senders and Florence & Fortitude cannot be held responsible in the event of loss, theft or damage of the parcel.
To initiate a return, please contact us at firstname.lastname@example.org and we will help guide you through the process.
When do I receive my refund?
Once your return has been approved by our team the total amount of the refund minus any shipping charges will be credited back to the original form of payment (ie. Credit card or PayPal). Depending on your credit card provider, refunds may take 3-10 business days to appear on your bank statement.
Can I exchange my order?
If a style or size isn’t quite right for either In Stock or Made-to-Order pieces you can exchange it for an item of the same value as your original purchase provided they are returned within 14 days of the delivery date in original condition, unused, unworn, unwashed, unaltered, and undamaged condition, with all original tags attached.
Please contact us and subject to availability we will either hold In Stock items for you and ship it to you as soon as we receive your return order or have a new size or style made up for you. Note that the standard 3-5 week turnaround time will apply for a Made-to-Order piece.
Given limited numbers, if we are unable to exchange for either another size or style we will provide a gift card or refund in accordance with our refund policy.