F.A.Q. Frank And Oak
What is your return policy?
We want you to be happy with the comfort, look and fit of your Frank And Oak clothing. If you’re not happy for any reason, you can return your items. We’ll even cover the return shipping cost in Canada and the U.S.
Holiday Return Policy : Orders placed between November 21-December 25, 2018 must be returned before January 31, 2019 to be eligible for full refund.
When returning items, please remember these four rules:
Return It Within 30 Days
If the items you ordered are not what you expected in size or style, we will gladly offer a refund on your original method of payment within 30 days.
Return New Items Only
Returned clothes and accessories must be in new, unworn condition without any scuffs, scratches, stains, tears, or hair and with the original hang tag attached. Where appropriate, we recommend you try on the clothes with an undershirt.
Some Items Can’t Be Returned
All clearance items with a price ending in .97 are final sale and cannot be returned nor exchanged. Custom suiting, bodywear, swimwear, grooming products, books, and magazines cannot be returned as mentioned in the product description. Gift cards are final sale and cannot be returned.
Keep the Tags On
Most Frank And Oak garments have a hang tag attached. Please keep this tag on if you want to return the item. If you return an item without the original hang tag attached, the return will not be processed.
Please note that if the above conditions are not met, the refund will not be processed and your item will be donated/discarded.
Purchases made in store are also eligible for return within 30 days of the date of purchase.
For a return to your original method of payment, please return the item to your local store. Please note that in-store purchases returned by mail can only be refunded in store credit
How do I return items?
If you’re not completely satisfied with the look, fit, or feel of any item, you can return the item for a full refund on your original method of payment up to 30 days from the shipping date. Here’s how to make a return:
Orders Placed Within Canada and the U.S.
1. Log on to your Frank And Oak account (www.frankandoak.com)
2. Click on your name at the top right of the screen, and select “View Orders” from the drop-down menu.
3. Click on “Return Items” next to the order you want to return and then make your selection.
4. A return label will be generated in PDF format for you to download.
5. Print the return label and affix it securely to your box.
6. Drop off the box at a USPS or Canada Post service counter and wave it goodbye, free of charge.
Once your return is received and processed at our warehouse, you will receive a confirmation email. You will be refunded the full amount paid for your item, excluding any shipping fees.
Please note that it takes about 3-5 business days for a refund to appear on your credit card statement.
To return a guest order, you’ll have to create an account with the email address you used to place the order. Once this is done, your order will sync with your new account. Simply follow the instructions above to request a return label. You can also return a guest order to one of our stores. Find a store near you here.
Customers are responsible for the return shipping. Please have your return, along with the original invoice, shipped to the following address: Frank And Oak 160 St-Viateur est, 110 Montreal, Quebec Canada H2T 1A8
How long will it take for my return to process?
We work diligently to process your returns as quickly as possible. Please allow up to 15 business days once the return package has been delivered to our warehouse. Once your return is processed, you will receive a confirmation email and a refund will be issued to your original method of payment. Please note that it may take up to 15 business days for the return credit to be posted to your bank statement.
Returns coming from the US must first clear customs at the Canadian border before arriving at our Montreal warehouse to be processed. If your tracking number suggests that the item was delivered to Champlain, NY, it could take upwards of 20 business days to reach Montreal. We appreciate your patience.
What if there's a quality issue with my items?
Frank And Oak apparel and accessories are quality guaranteed for 30 days after purchase. If you have any concerns about the workmanship of our products, bring them back to one of our stores or send them back (shipping is on us), no questions asked. See instruction above on how to request a shipping label for a return.
How do exchanges work?
At this time, we don’t have a direct exchange process in place. But fear not! You can definitely swap your item for something else if your heart so desires. The quickest way to exchange your item is to place a new order right away.
Here’s what you need to do:
1. Place a new order for the correct item (with our limited inventory, you don’t want to wait til it’s too late!)
2. Request a Return from your Order History page (log in or create an account in order to do this)
3. Send the return item on its way. You’ll be refunded to your original method of payment once the return is received.
* If you purchased the item(s) with a discount code, just reach out to our amazing customer service team on Live Chat before placing your new order. One of our representatives will be happy to help you out.
Exchanges are also possible at any of our stores (depending on item availability). Consult our list of stores here.
I received an item as a gift. Can I return or exchange it?
So you’re not loving what grandma gave you, and would do anything to swap it for something else. We get it and are here to help.
If you want more information on the process, contact our dedicated customer service team on Live Chat with the purchase details and we’ll let you know how to proceed.