F.A.Q Frank And Oak

All purchases made during sale events at Frank And Oak starting on April 2, 2025 are final sale and are not eligible for return or exchanges. The below return policy is applicable to purchases made on or before April 1, 2025 only.

Online Orders

Frank And Oak offers free return shipping for eligible online purchases within Canada and the US. For a full refund to your original method of payment, you have 15 days from the date your order is shipped to request a prepaid return shipping label online. Your return(s) must be mailed back and scanned by the shipping carrier within 7 days of the return request.

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(s). Please note that if you paid a shipping fee on your original order, this charge is not refundable.

In-Store Purchases

You can return your purchase to any Frank And Oak store within the same country within 30 days of the purchase date for a full refund to your original method of payment. A proof of purchase, such as an order confirmation or the printed receipt, must be provided. Please note that in-store purchases returned by mail cannot be processed and will not be refunded.

For all returns, the following conditions must be met:

• Items must be returned in new, unworn, and unwashed condition without any scuffs, scratches, stains, tears, hair, perfume or other alterations.
• Items must be returned in their original packaging, with all hang tags and labels still attached.
• 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. The Stockroom 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 or is final sale. Note that most final sale items have a price ending in .97.

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.

To begin your return, go to: https://ca.frankandoak.com/pages/returns

Please note the following:

• Once a return request has been initiated, it is not possible to change the refund method.
• 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.

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. 

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.

Online Orders

• For Canadian orders, go to: https://frankandoakca.loop.gift

• For US orders, go to: https://frankandoakusa.loop.gift

Enter your order number and email address or shipping postal/zip code to start the process. Then, select which items you would like to include in your gift receipt. Once it is created, you will be able to email it to your giftee or print it directly through the portal.

In-store Purchases

A store associate will be able to provide you with a gift receipt at checkout. Please make sure to request it before finalizing your purchase.

Through our returns portal, enter the order number and shipping postal code or email address of the gifter.

• For Canadian gift returns, go to: https://return.ca.frankandoak.com/#/gift

• For US gift returns, go to: https://return.frankandoak.com/#/gift

Not to worry, the gifter will not be notified of the return. Once processed by our team, you’ll be issued a gift card refund.

If you do not have the order information on hand, click on “Don’t have your order information?” and complete the form. Our Member Services team will be happy to assist you. 

Please make sure to provide a minimum of information. Helpful details include:

• The first and last name of the gifter
• The gifter’s email address and shipping address
• The product name and code on the hang tag (ex: 2120401-012-L)

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.

Important Note

Frank And Oak cannot assist with quality issues for items that were not purchased through our website or one of our stores. If you purchased your Frank And Oak item at a different retailer, please reach out to them directly for help with your order.