F.A.Q Frank And Oak
Returns & Exchanges
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.
Purchases made at Frank And Oak store locations are also subject to the same return policy. Please note that in-store purchases returned by mail can only be refunded in store credit. For a return to your original method of payment, please return your items in-store.
Make your return request online within 10 days of your monthly Style Plan order being delivered. After requesting a return label, you have 7 days to mail the items back to us.
Simply make your request online through your order history page. Please note that underwear, grooming products, and swimwear are non-refundable.
If you live in Canada, you can also return your items in-store within 30 days following the order date.
Frank And Oak offers free return shipping for all online purchases within Canada and the US. Simply submit your return request online within 10 days following the delivery date. After requesting your return, you have 7 days to mail the item back to us.
How to make a return
- Login to your Frank And Oak account
- Go to the Orders & Returns section of your online profile
- Click on 'Return Items' next to the order you want to return and select the items to include in the request
- A return label will be generated in PDF format for you to download. Once you've requested your return, you have 7 days to mail the items back to us.
- Print the return label and affix it securely to your return package. You can reuse the original packaging your order came in, or use any other appropriate packaging. Make sure to remove the original shipping label, or completely cover it with the return label instead. The barcode should be easy for the shipping carrier to scan.
- Drop off your return at a USPS or Canada Post service counter, 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. If your order was partially paid for with store credit, you’ll be refunded back to your Frank And Oak balance first.
Note on guest orders
If your order was placed as a guest, to return your item you can create a Frank And Oak account with the email address you used to place the order. Your previous orders will sync with your new account. Simply follow the instructions above to request a return label. You can also return a guest order to any of our retail locations. If you do not wish to create an account, contact our customer service team and they'll be happy to help set up a return for you.
We do not currently offer free returns for orders shipped internationally (outside of Canada or the US). Customers are responsible for their return postage. 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
We strongly suggest using a tracked service and sending the tracking number to our customer service team by email as well.
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 with the details of your refund.
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 10 business days to reach Montreal. We appreciate your patience.
Please note that it may take 3-5 business days for a refund to appear on your credit card statement once it has been processed.
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 contact our customer service team online. We'll be happy to work with you to find a solution.
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.
We're happy to offer store credit for gift returns. For more information, please contact our customer service team and they'll be happy to assist. Please ensure to provide us with the original order number (found on the receipt).
Our Member Services team is online daily./ Email us