F.A.Q Frank And Oak

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 15 days to make your return request online following the date your order is shipped. After requesting your return, you have 7 days to mail the items back to us. 

Most Frank And Oak garments have hang tags attached to them. Please keep these tags on if you wish to return your items. If your item includes special tags or cardboard backing, these also should be intact.

Items must be returned in their entirety including any accessories such as dust bags, belts and buttons. They must be returned in their original packaging undamaged. Footwear must be returned with its shoe box in original condition. 

Return new items only

Items must be returned in new, unworn, and unwashed condition without any scuffs, scratches, stains, tears, hair, perfume or other alterations. Where appropriate, we recommend you try on the clothes with an undershirt.

Keep the tags on

Most Frank And Oak garments have hang tags attached to them. Please keep these tags on if you wish to return your items. If your item includes special tags or cardboard backing, these also should be intact.

Some items cannot be returned

Face masks, gift cards, undergarments, socks and other select products are final sales and cannot be returned or exchanged. Swimwear and grooming/skincare products will only be accepted for refund if they are in brand new, unused condition, and still in the original packaging. All clearance and warehouse sale items are final sale and cannot be returned or exchanged. Before submitting your order, please consult the product description to determine if the item you're purchasing can be returned. Note that most final sale items have a price ending in .97
Warehouse sale 

All purchases made at warehouse sales are final. No exchanges or returns will be accepted.

Important Note

Please note that only purchases made at frankandoak.com or at a Frank And Oak store location may be accepted. We are not able to accept returns for purchases made via warehouse sales or any third-party retailers. 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.

Stores in Canada: Online orders delivered in Canada can be returned to any of our Canadian store locations for a refund to your original method of payment. Make sure to have your order number or a proof of purchase with you when you make your return.

You will have 15 days following the order date to submit your return request online and then an additional 7 days to return your purchase in store. You will receive a code which can be given to our team in store to process the return of your online order. The code will look something like this: (CA-XXXXXXXX). 

For Canadian returns, go to: https://returns.ca.frankandoak.com/ 

Stores in the US: We are currently unable to accept returns from online orders at our US retail locations. Online orders delivered to the US must be returned by mail.

For US returns by mail, go to: https://returns.frankandoak.com/ 

If you made your purchase in-store, you can return or exchange your purchase within 30 days of the purchase date at any Frank And Oak location within the same country.

No need to request a return online before going in-store - just make sure to have a proof of purchase readily available, such as your order number or email confirmation.

Please note that we are unable to process refunds for in-store purchases returned by mail. If you return an item by mail that was originally purchased at a Frank And Oak retail store, we will not be able to issue a refund for your items.

For more details and our full return policy, please visit the Returns & Exchanges section of our FAQ.

Unfortunately not! For a return to your original method of payment, please return your in-store purchase in person at a Frank And Oak store.

We are unable to process refunds for in-store purchases returned by mail. If you return an item by mail that was originally purchased at a Frank And Oak retail store, we will not be able to issue a refund for your items.

Frank And Oak offers free return shipping for all online purchases within Canada and the US. Simply submit your return request online within 15 days following the order date. After requesting your return, you have 7 days to mail the item back to us.

How to make a return:

• For Canadian returns, go to: https://returns.ca.frankandoak.com/ 
• For US returns, go to: https://returns.frankandoak.com/ 

Or, follow the steps below:

• Login to your Frank And Oak account
• Go to the Orders & Returns section of your online profile
• Click on 'Start a Return' next to the order you want to return and select the items to include in the request
• A prepaid 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.

For US returns by mail, please ensure to print your return label along with 3 copies of the commercial invoice.

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. Please note that if you paid a shipping fee on your original order, this charge is not refundable. If your order was partially paid for with a gift card, you’ll be refunded back to the same gift card first.

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.

We currently do not offer gift receipts for online orders and returns will be refunded to the original method of payment. If you’d like to exchange a gift, please reach out to the gifter of your 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 fantastic customer service team for assistance before placing your new order. One of our representatives will be happy to assist you.