F.A.Q Frank And Oak
Most Popular Questions
The health and safety of our community is our biggest priority. In order to slow down the spread of COVID-19, here are the steps we have taken:
All our stores are now open! The health and safety of our team is our highest priority, and we've implemented all the recommended sanitary measures to ensure an optimal shopping experience.
You can learn more on our stores page here: https://www.frankandoak.com/stores
Online Orders + Shipping Delays
Our warehouse team currently processing online orders, work in alternate shifts to practice social distancing guidelines. We have taken extra precautionary and sanitary measures by rigorously disinfecting all workstations and introducing the compulsory wearing of gloves at all times.
Orders placed online are typically fulfilled within 2 to 3 business days. Please note, however, that our shipping carriers are experiencing a high increase in volume and there may be longer delivery delays than usual. Any updates and revised delivery times will be reflected on your tracking number once your order has left our warehouse.
Once your return is delivered to our warehouse in Montreal, it normally takes 10 to 15 business days for our team to process your return. However, processing times may be slightly longer than usual under current circumstances. Thank you for your ongoing patience and understanding.
In line with government regulations to limit the spread of COVID-19, some of our stores are temporarily closed or operating at a limited capacity. Visit https://www.frankandoak.com/stores to consult store-specific hours and services.
The health and safety of our team is our highest priority, we've implemented all the recommended sanitary measures to ensure an optimal shopping experience.
- Reduced store capacity: we limit the number of people shopping in-store according to the store’s size.
- Social distance markers: markers placed on the floor and our teams will help you follow the safety distance of 2 metres.
- Sanitizing stations: hand sanitizer is at your disposal and mandatory as soon as you enter the store.
- Sanitized products: products that have been tried on or returned are steamed and placed aside for a few hours after each use.
- Masks: face masks are mandatory for customers and staff members in all of our stores.
- Stylists: due to hygiene measures, stylist and barber appointments are currently unavailable.
Frank And Oak was founded in Montreal, Quebec in 2012 by Ethan Song and Hicham Ratnani as an online-only purveyor of modern menswear. With a mix of modern monthly collections and a super-personalized experience, we soon expanded to include a forward-thinking women’s line and multiple brick-and-mortar stores across Canada.
Frank And Oak’s priority is using sustainable materials and methods for our products along with ethical practices throughout our supply chain to produce quality clothing that lasts. With poor factory conditions around the world and the threat of irreversible climate change, we fully recognize the urgency to do our part in taking care of the planet and all its inhabitants.
We’ve significantly increased the percentage of minimal impact products in recent years, and will continue doing so.
You can read more about us here.
Style Plan is our monthly clothing subscription that sorts you out with great style on a regular basis (without the fuss!). When you subscribe to Style Plan, our Stylists pick out our latest seasonal pieces based on your personal preferences and send them straight to your door every month. You can try on the items from the comfort of your own home, and pay for only those you decide to keep.
As a Style Plan member, you also benefit from exclusive member pricing (up to 20% off) and free standard shipping site-wide at all times.
If you would like to return your Frank And Oak purchase for any reason, please remember these four rules:
Return your items quickly
You have 10 days to make your return request online following the delivery date. After requesting your return, you have 7 days to mail the items back to us. You may also return your items in-person to a Frank And Oak store location within 30 days of the original order date. Frank And Oak reserves the right to withhold the refund or return of items shipped outside of the return window.
* Extended holiday return policy for online orders:
Regular online orders placed between November 13th - December 25th, 2020 benefit from an extended return period. You can submit your return requests until January 10th, 2021 or 10 days following delivery, whichever date is later. All other terms of our return policy remain the same.
Return new items only
Items must be returned in new, unworn condition without any scuffs, scratches, stains, tears, hair, perfume or other, and with the original hang tags still attached. Where appropriate, we recommend you try on the clothes with an undershirt.
Some items cannot be returned
Custom suiting, bodywear, underwear, swimwear, grooming products, gift cards and books cannot be returned. Before submitting your order, please consult the product description to determine if the item you're purchasing can be returned. All clearance and warehouse sale items are final sale and cannot be returned nor exchanged.
Keep the tags on
Most Frank And Oak garments have an attached hang tag. Please keep this tag on if you wish to return the item.
Please note that only purchases made at frankandoak.com or at a Frank And Oak store location may be accepted. If your return is mailed back outside the return period and the above conditions are not met, Frank And Oak reserves the right to refuse return processing at our discretion, in which case your item may be donated to a local organization or discarded without refund.
You can consult style-specific sizing information on the product page of each item. If you wish to get more information about our sizing, or are unsure which size to pick, our Member Services team is available online to help you!
At this time, we do not offer direct exchanges online. The quickest way to exchange your item is to place a new order right away, and return your original purchase for a refund.
If your original purchase included a discount or promotion, don't hesitate to reach out to our customer service team for assistance with your new order.
Occasionally we will provide coupon codes with special offers and discounts. These can be found in emails, on social media, or at promotional events. Discount codes can be entered at Checkout - just look for the “Enter Coupon Code” box on the right hand side.
Discount and promo codes are not valid on sale items, collaborations, third party items, and grooming products unless specified in the terms and conditions. Coupon codes are for one time use only and we reserve the right to suspend their usage at any moment.
Our Member Services team is online daily./ Email us