Frequently Asked Questions
Who is Frank & Oak?
We are you. We are designers, web geeks, architects and artists with a simple goal: to create high quality clothing and accessories and share them at a remarkable price. Our tight knit crew handles every detail of your experience: from the website, to the design of our clothes, to the way we deliver your goods.
Is Frank & Oak sustainable?
Beyond using recycled materials to prepare and package our products, Frank & Oak makes an effort to minimize waste whenever we can. Our monthly model allows us to have a highly controlled inventory which saves materials and results in less overstock. We are constantly striving to improve the sustainability of our daily operations and business practices.
Can you hire me (please)?
We hire people who love our clothes and get what we’re about. We’re always looking to expand our team and we always enjoy hearing from creative and inspiring people. Email us at email@example.com and tell us why you want to work with us. You can also check out our jobs page.
Who do I contact about PR and/or marketing?
Send your public relations, marketing and partnership inquiries to firstname.lastname@example.org.
What brands do you carry?
Frank & Oak is a Montreal based creative workshop that designs, manufactures, and curates its own monthly collection of fine clothing and accessories. That being said, we only carry one brand: Frank & Oak. It's the only way for us to guarantee amazing quality and design at an accessible price.
How can you offer high quality clothes so affordably?
We have come to realize that, where men’s style is concerned, price and quality are not necessarily synonymous. Because our team manages everything from design to retail, we can cut out those greedy middlemen to bring you great style at affordable prices. There are no ridiculous mark-ups and everything goes into the final product – it's what we like to call full value.
Where do you design, manufacture, and produce your products?
The Frank & Oak design team includes you. Every month, our Montreal based curators crowd source designs based on the preferences of our members. We then craft our clothes and accessories in designated facilities in Canada, the United States, Europe, and Asia. All our fabrics are individually sourced from some of the best mills in the world.
Where can I find sizing information?
You can find our sizing charts here.
How should I care for/wash my Frank & Oak clothes?
We never recommend putting any garments in the dryer, as this will often result in shrinkage. It is best to wash your items in cool water and hang to dry. For wool items, we recommend dry-clean only because it is a delicate fabric.
Can I order clothes from previous months?
The mainstream clothing industry is often months behind the latest style, simply because it takes months for new products to make it from design to shelves. At Frank & Oak, we do things differently. We produce small and limited quantities of fresh monthly styles. For the time being, each collection will only be available for one month, until the next collection launches. But keep checking back! Frank told me we might have some surprises in store. Or was it Oak?
Will you have sample sales?
Keep an ear to the ground (and an eye to your email) for upcoming Frank & Oak sample sales in New York, San Francisco, and Montreal. These sales are always a great opportunity for us to meet our favorite people: you.
Why should I join?
Joining Frank & Oak gives you easy access to radically affordable and stylish new clothes every month. What’s not to like about that?
Am I committing to anything by joining?
The easy answer is no – you have no obligation to buy anything. The longer answer is yes; we’re a team and we want you to be a part of it. We want to know what you like, what you want, and how you wear it. The more you love our clothes, the more we can create, and the more we can lower the costs of the clothing we all want. After all, we’re in this together.
When and how will I be charged?
Purchases made through the online store will be instantly charged to your provided credit card. All charges and prices indicated on Frank & Oak are in USD. We are currently unable to process charges in Canadian dollars as we use the most trusted and secure credit system - a USD only service.
What forms of payment do you accept?
Frank & Oak accepts Visa and MasterCard. We do not accept personal checks, money orders, PayPal, American Express or Discover. If you feel strongly about any of these methods of payment, shoot us a note and we’ll try to make it happen in the near future.
Can I return my order?
Absolutely. We want you to be happy with the comfort, look and fit of your Frank & Oak purchase. If you’re not happy for any reason, you can return your item(s) for Frank & Oak store credit within 15 days of delivery. You can do so by heading to your profile page and viewing your order history - from there you'll be able to view order details and request a return. You'll receive a prepaid shipping label within 24-48 hours. At this time, exchanges are not possible because of our limited inventory. This feature should be available shortly. Our goal is to give you the most hassle free shopping experience ever created...because we all have better things to do than shopping.
Clothes and accessories must be in new, unworn condition without any scuffs, scratches, stains, or tears. We recommend you try on your items with an undershirt, as items must be returned in original condition.
Items like socks, bathing suits, and underwear cannot be returned for hygienic purposes.
Grooming and body care items can only be returned unopened and unused.
Why hasn't my return been processed yet?
We're always working quickly to get returns processed quickly. Typically, once an item received in our office it will be processed in 2-3 business days. Please note that items coming from the USA must first pass through customs at the border before arriving in Montreal to be processed. If your tracking number suggests that the item was delivered to Champlain, NY, it may still take another day or two to get to us. We appreciate your patience.
Can I exchange my order?
Unfortunately we are not able to process exchanges at this time due to limited inventory. If you'd like to grab another size or style, we'll quickly process your return for store credit allowing you to make that intended purchase.
How much does shipping cost?
Shipping to the U.S.A (FedEx) and Canada (Canada Post) costs a flat rate of $6, tracking number included. Currently we ship to both American and Canadian addresses. Unfortunately, this does not include Hawaii, Alaska, the Northwest Territories, military bases, American territories like Puerto Rico, or international destinations. If you wish to inquire about shipping to these destinations, please email us at email@example.com. Note that Hunt Club partners do not pay for shipping at any time.
When can I expect my order to arrive?
Shipping times vary between 7-10 business days. Orders are usually processed within 3 business days, and items usually arrive in 3-5 business days once shipped. Keep in mind that orders placed at the beginning of the month may take up to 5 business days to process because of high volume.
Can I track my order?
Of course! What fun would online shopping be without being able to obsessively anticipate your order? We’ll keep you updated via email through the process of completing your order and we’ll send you a tracking number so you can track its progress to your door. You can look up the status of your order at any time by logging in to your profile and viewing your order history. Your tracking number will be available here as well.
How do coupon codes work?
Occasionally we will provide coupon codes that offer different types of discounts. These can be found in an e-mail, through social media platforms, or at promotional events. We reserve the right to end any promotional code at any time, unless specified otherwise.
What happens if my previously discounted item becomes discounted or on sale?
If you bought an item and found out that it was later put on sale or discounted, we will honor the discount for up to 15 days after the purchase date. We will grant the difference in store credit which will be added to your store account. The same applies to receiving a discount code. Simply send our Member Services team an e-mail.
Do you have a rewards program?
We have something better – we have The Hunt Club. Hunt Club partners not only benefit from hassle-free, try before you buy shopping, but also receive 8% of every order back as instantly usable store credit.
Do you have a refer-a-friend program?
In the spirit of everything we believe in, yes! Our entire philosophy is based on the global community of the web and its miraculous ability to spread and share the love. Inviting your friends is easy, and benefits all of us. Not only do you receive instantly usable credit to your account for referring friends, but you bring another member to the team. Start inviting friends at www.frankandoak.com/earn.
THE HUNT CLUB
How do I join The Hunt Club?
Joining the Hunt Club is completely free and there are never any obligations – except looking your best. Go to the Hunt Club page for more details.
What are the benefits of The Hunt Club versus regular membership?
Although we always strive to provide the most pleasurable experience to all of our members, Hunt Club partners really get the golden package: personal recommendations from our curators, access to exclusive products, free at home try on and free shipping both ways. And as a bonus, we’re throwing 8% in credit back for every purchase made.
Do I choose my monthly selections?
Absolutely, we want you to have the final say. When you access your Hunt Club page at the beginning of the month, you'll see your entire personalized shop. You can select up to 3 items to have sent to you, leaving the power in your hands. We will never send you a Crate without you making selections, and they are never automatic. This selection period takes place between the 1st and 5th of every calendar month.
Am I committing to anything by joining?
There is never an obligation to buy as a Hunt Club partner. At the beginning of each calendar month, you can browse and select up to 3 items to add to your Crate. When you confirm your selection, your order will be processed and we will ship it to you as soon as possible. If you'd rather not receive any items for free home try-on, simply press the "skip" button at the top of your shop page. We'll e-mail you when the next issue launches and the process will repeat. If you do not request a Crate or press skip, we will charge your credit card for the value of one item ($45) and credit your account for a future purchase. This only applies to partners who are part of the Hunt Club billing cycle. When you join the Hunt Club, you are eligible to try it for one month risk-free. After one month and full Crate cycle, you will enter the billing cycle. Skipping or ordering a Crate does not limit you from making normal purchases which will still grant you the Hunt Club benefits of free shipping and credit back.
What is skipping? How do I do it?
Skipping is a Hunt Club mechanism that informs us that you've logged in to check out the issue, but weren't interested in seeing any items. If you skip a month, you're never charged a penny - it's our way of keeping you engaged. If you don't skip a month, you will enter the monthly billing cycle since no action was taken on your monthly selection.
What's the difference between adding to Crate and adding to Cart?
The option to "Add To Crate" is only available between the 1st and 5th of each month for Hunt Club partners - this is your home try-on system. Add items to your Crate if you wish to try them on and only be charged when you choose. Adding to your Cart creates a regular order which can be returned for store credit if necessary.
When will I be charged?
When you request your selection from the Hunt Club you will receive it in 5-7 business days at no charge. Upon reception, you will have 5 days to try on the items. Don't hesitate to ask for feedback from your friends or colleagues. Once you've made up your mind, log in to your Hunt Club account and confirm which items you wish to keep. Your credit card will be charged only for the items you choose to keep. You'll be able to print a return shipping label at that time. Make sure to return all unwanted items within 5 days of reception in order to not be charged for those items. There are never any obligations to buy and you can skip at any time.
I ordered a crate, but was charged. Why?
This pending charge is not an actual charge, it is simply a pre-authorization for the total value of the crate. This is simply for security reasons - the actual charge will only reflect the items you decide to keep.
What is the monthly billing cycle?
After being a partner for one month and a full Crate cycle, you become a full member of the Hunt Club and take part in the monthly billing cycle. On the 1st of each month, you will receive an e-mail reminding you to make your Crate selection - make your selection or skip by the 5th of that month at midnight. If you take no action, we will conveniently charge and credit your account for $45 for use on future Frank & Oak purchases.
Why was my credit card charged $1?
If you see a processing charge for $1 from WWWMODASUITECOM, this is simply to validate your credit card. The charge will never go through, and it will never be applied to your statement.
How does the waitlist work?
We can't help it - our stuff is just that awesome. If you've requested to be waitlisted for an item, you will receive an e-mail when the item becomes available again. This does not imply any form of priority - the items will be first come, first serve. Good hunting.
How do I cancel my Hunt Club partnership?
Before you cancel, remember that you are never obliged to buy anything. As a Hunt Club partner, you always have the option to skip a month, and you will always have access to our monthly suggestions. If you still wish to leave, you can do so at any time in your account profile page under the "Account Information" tab. We’d be grateful for any feedback or details you can share about why you decided to cancel your partnership.
What happens to the credit I earned from Hunt Club purchases?
This is a pretty invaluable benefit that is truly unique to the Hunt Club. If you decide to leave the Hunt Club, any credits earned within the 3 previous months will be unusable and removed from your account. After 3 months, the credits are yours to keep and use as you please.