F.A.Q. Frank And Oak
Returns & Exchanges
What is your return policy?
Extended Holiday Return Policy: Purchases made between November 27th and December 24th, 2019 can be returned until January 24th, 2020.
When returning your items, please remember these four rules:
Return your items quickly
Make your return request online within 10 days following delivery or in-store purchase. After requesting a return form, you have 7 days to mail the items back to us.
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 cannot 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. Before submitting your order, please consult the product description to find out if the item you're purchasing can be returned. Gift cards are final sale and cannot be returned.
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. If you return an item without the original hang tag still attached, the return will not be processed.
Please note that if the above conditions are not met, Frank And Oak reserves the right to refuse return processing. Your item may be donated to a local organization or discarded.
If the items you bought are not what you expected in size or style, our stores will gladly offer a refund on your original method of payment given the items are returned in-store within 30 days of purchase.
Returns by mail
To make a return by mail, simply make your return request online within 10 days following delivery or in-store purchase. After requesting a return form, you have 7 days to mail the items back to us.
Please note that in-store purchases returned by mail can only be refunded in store credit.
How to make a return
Orders placed within Canada and the U.S.
- Log on to your Frank And Oak account (www.frankandoak.com)
- Click on your name at the top right of the screen, and select “Orders & Returns” from the drop-down menu.
- Click on “Return Items” next to the order you want to return and then make your selection.
- A return label will be generated in PDF format for you to download. After requesting this return label, you have 7 days to mail the items back to us.
- Print the return label and affix it securely to your box.
- Drop off the box 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 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.
For orders shipped outside of Canada or the US, 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 be processed?
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.
What if there's a quality issue with my item?
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.
How can I exchange my item?
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.
I received an item as a gift. Can I return or exchange it?
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).