F.A.Q Frank And Oak

Frank And Oak was founded in Montreal, Quebec in 2012 by Ethan Song and Hicham Ratnani as an online-only purveyor of modern menswear. With a mix of modern monthly collections and a super-personalized experience, we soon expanded to include a forward-thinking women’s line and multiple brick-and-mortar stores across Canada.

Frank And Oak’s priority is using sustainable materials and methods for our products along with ethical practices throughout our supply chain to produce quality clothing that lasts. With poor factory conditions around the world and the threat of irreversible climate change, we fully recognize the urgency to do our part in taking care of the planet and all its inhabitants.

We’ve significantly increased the percentage of minimal impact products in recent years, and will continue doing so.

You can read more about us here:
Our Story

Online Orders

Extended Holiday Returns for online orders: 

Orders placed between November 13th and December 24th, 2024 can be returned until January 12th, 2025 or 15 days following the date your order is shipped, whichever is later. All other terms of our return policy remain the same.

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 date your order is shipped. After requesting your return, you have 7 days to mail the item back to us.

Online orders delivered in Canada can also be returned to any of our Canadian store locations for a refund to your original method of payment within 15 days from the date your order is shipped. Make sure to have your order number or a proof of purchase with you when you make your return.

In-Store Purchases

Extended Holiday Returns for in-store purchases:

Purchases made between 13 November 2024 and 24 December 2024 can be returned in-stores until January 12, 2025 or within 30 days of purchase, whichever is later. All other terms of our return policy remain the same.

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.

If you would like to return your Frank And Oak purchase for any reason, please remember these rules:

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.

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. 

Some items cannot be returned

The following products are final sales and cannot be returned or exchanged: 

• Gift cards
• Items ending in .97$
• Items marked as Final Stock

Swimwear, socks and grooming/skincare products will only be accepted for refund if they are in brand new, unused condition, and still in the original packaging. Before submitting your order, please consult the product description to determine if the item you're purchasing can be returned.

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 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. Additionally, only items listed in your return request will be processed. Any personal non Frank And Oak items mistakenly sent to us will be donated or discarded and cannot be reshipped.

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 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.

You can consult style-specific sizing information on the product page of each item. If you wish to get more information about our sizing, or are unsure which size to pick, our Member Services team is available online to help you!

Route's Green Package Protection can be added at checkout for a small fee to help cover your order in the event that it gets lost, stolen, or damaged in transit while also protecting the planet. Every time you add Green Package Protection to your order, Route donates to support an agroforestry initiative that removes CO₂ from the air. 

If your Route-protected order ends up lost, damaged, or stolen and your claim is approved, your order will be refunded within 1-2 business days. Please note that the Route Package Protection fee is non-refundable. 

To learn more about Route click here: Route

To file a Route claim, go to: https://claims.route.com/

Occasionally we will provide coupon codes with special offers and discounts. These can be found in emails, on social media, or at promotional events. Discount codes can be entered at Checkout - just look for the “Enter Coupon Code” box on the right hand side.

Discount and promo codes are not valid on sale items, collaborations, third party items, and grooming products unless specified in the terms and conditions. Coupon codes are for one time use only and we reserve the right to suspend their usage at any moment.