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:
Temporary Store Closures in March + June 2020 Reopenings
All of our stores closed temporarily on March 18th, 2020. We are gradually reopening our stores starting on June 1st, 2020. For more details on store hours and services available, visit: 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 3 to 5 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.
In addition to these measures, we have adjusted our return policy to the following:
For online orders placed in March 2020 and onward, you now have 30 days after delivery to request your return online, and 10 days following that to mail your item(s) back.
If you made a purchase in-store with a return date during our store closures, we’ll accept returns for these purchases for an additional 30 days once our stores reopen.
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.
Starting June 1st, we are gradually reopening some of our stores in accordance with provincial guidelines. Please note that some services are temporarily unavailable (stylist and barber appointments, Give-a-shirt donations).
Thank you for your patience and understanding as we adjust our store operations to accomodate new health and safety measures.
For more information on each of our locations, visit frankandoak.com/stores
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 over 20 brick-and-mortar stores across Canada.
Frank And Oak’s priority is using eco-conscious materials and methods for our products along with ethical practices throughout our supply chain to make quality clothing that lasts (along with mindful packaging, store design, and more). 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 people and the planet.
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.
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!
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.
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