F.A.Q Frank And Oak
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- Most Popular Questions
- About
- Orders & Shipping
- Returns & Exchanges
- Payment methods
- Stores & Services
- Loyalty Program
- Referral Program
- Coupons & Promotions
- Frank And Oak Limited Warranty
- Sizing, Clothing & Shoe Care Instructions
- Contact Information
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Most Popular Questions
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.
You can return or exchange your retail 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.
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
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://return.frankandoak.com/
Please note the following:
- Online orders delivered to the US cannot be returned to our retail locations and must be sent back by mail.
- Once a return request has been initiated, it is not possible to change the refund method.
- The commercial invoice required by customs will be sent electronically to UPS once your return request is submitted.
- 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.
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.
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.
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.
About
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
We make every effort to minimize our ecological footprint, from design and manufacturing to shipping. As Frank And Oak grows, we're continually devising new ways to integrate sustainability into our daily operations and business practices.
Learn more here:
frankandoak.com/pages/our-story
We begin our design process by thinking about our customer and their real life. What do people want to wear and what are they wearing it for? From this simple question, our goal is to combine classic styles, modern cuts, and innovative materials—made with as little environmental impact as possible—to produce quality pieces we are truly proud of. Our clothing and accessories are crafted in designated facilities across Canada, the United States, Europe and Asia, with fabrics individually sourced from some of the best mills in the world.
Learn more here:
frankandoak.com/pages/our-story
The primary brand we carry is our own: Frank And Oak. However, on occasion we do distribute items from other sustainable brands or work with artists to create limited edition product collaborations. Some brands and artists we’ve worked with in the past include Liana Fink, Naked & Famous and Na Kim.
Not all collaboration products can be shipped internationally. Only items available for purchase outside of Canada and the U.S. will be listed in our international shop.
Orders & Shipping
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.
To file a Route claim, go to: https://claims.route.com/
Frank And Oak ships to all American and Canadian addresses.
NOTE: International shipping, outside of the US and Canada, is temporarily unavailable. We look forward to shipping around the world again soon!
Canadian Shipping Addresses
Standard Shipping (orders over $99): FREE
Standard Shipping: $10
US Shipping Addresses
Standard Shipping (orders over $99): FREE
Standard Shipping: $15
* Free standard shipping offer is valid on orders placed on http://frankandoak.com and http://ca.frankandoak.com with a minimum purchase value of $99 after discounts and before taxes or any other associated fees are applied. Offer cannot be applied to past purchases. Additional restrictions may apply.
International Addresses
Note: International shipping, outside of the US and Canada, is temporarily unavailable. We look forward to shipping around the world again soon!
All international orders are subject to customs & duty fees collected upon delivery. The duty rate may vary depending on your country of residence.
Online orders to the US with a value of $800 and over (after discounts) are subject to duty fees collected upon delivery. Orders under $800 are duty-free.
As per Section 321, US customs will require a formal entry for any order that exceeds $800 USD and has goods with a country of origin of China with a value of $250 USD and above. Formal entries require a Tax ID, and it is possible a US customs agent will contact you for your Tax ID or SSN in order to release the package for delivery.
Orders placed online are typically fulfilled within 2-3 business days. Please note that during promotional periods and over the holiday season we process a higher volume of orders longer shipping and delivery delays are expected.
Any updates and revised delivery times will be reflected on your tracking number once your order has left our warehouse.
Current Delivery Times:
Canadian Addresses | Standard Delivery | |
|---|---|---|
Quebec and Ontario | 2-4 business days | |
| British Columbia | 7 business days | |
| Alberta, Manitoba, Sask. | 5 business days | |
| Atlantic Provinces | 5 business days | |
| Yukon, NWT, Nunavut | 14 business days |
American Addresses | Standard Delivery | |
|---|---|---|
Northeast | 2-3 business days | |
Northwest | 3-7 business days | |
Southeast | 3-5 business days | |
West Coast + Southwest | 3-7 business days | |
Midwest | 3-5 business days |
Please note delivery times are estimates only and not guaranteed at peak periods. Weather conditions and shipping carrier volumes may also impact your order’s delivery.
International Addresses
Note: International shipping, outside of the US and Canada, is temporarily unavailable. We look forward to shipping around the world again soon!Deliveries to international destinations typically take 10-14 business days.
Deliveries to international destinations typically take 10-14 business days.
What fun would online shopping be without anticipating your package? We’ll keep you updated via email while we complete your order, and we’ll send you a tracking number so you can follow its journey to your door.
You can also look up the status of your order online at any time. Just visit the “Orders & Returns” section of your online profile to view your order history. Your tracking number will listed alongside your order details.
If your tracking has not updated yet, it may just be a missing scan and it will be updated once it’s closer to the delivery date.
Things move fast around here and orders are processed quickly. Please note that once your order is placed, we cannot guarantee that any changes can be made. Please ensure that all information is correct and complete before submitting your order online.
Once your order is placed, it is not possible to change the items, discounts, or shipping method applied to the purchase. If you would like to purchase additional items, we recommend placing a second order for any additional items you wish to purchase.
Please note that it is not always possible for us to update your shipping information prior to shipment. Once an order has been shipped from our warehouse, we are not able to reroute or make any changes to the order. While we do our best to update orders whenever possible, Frank And Oak is ultimately not responsible for orders shipped to the incorrect address.
For any additional assistance with your pending order, reach out to our Member Services team and we'll do our best to sort things out!
Contact our Member Services team
We’ve made some exciting new changes to our platform which enable us to ship from different fulfillment centers. This means that your order may be sent in multiple packages to ensure that you receive them as quickly as possible. You’ll be sent a tracking number by email when your items are shipped.
All hope is not lost! Sometimes your package is just waiting in an unexpected place. We strongly suggest contacting your neighbours, looking in your backyard and calling your local post office to see if they’re holding the package for you.
Please allow one full business day after the package is marked as delivered before contacting the shipping provider or our customer service team about the whereabouts of your package.
* Frank And Oak is not responsible for package loss or theft once your order has been expedited from our warehouse. Please make sure to double check your shipping information before submitting your order.
Returns & Exchanges
Online Orders
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
You can return or exchange your retail 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.
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
The following products are final sales and cannot be returned or exchanged:
- Gift cards
- Items ending in .97$
- Items marked as Final Stock
- The Stockroom Sale items are final sale. Cannot be returned or exhanged.
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://return.frankandoak.com/
Please note the following:
- Online orders delivered to the US cannot be returned to our retail locations and must be sent back by mail.
- Once a return request has been initiated, it is not possible to change the refund method.
- The commercial invoice required by customs will be sent electronically to UPS once your return request is submitted.
- 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.
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.
Payment Methods
Frank And Oak accepts the following payment methods online: Visa, MasterCard, American Express, prepaid credit cards, PayPal, Klarna, ShopPay, Apple Pay and Google Pay. We do not accept personal cheques, or money orders.
Our retail stores accept card payments (Visa, Mastercard, American Express), contactless payment (Apple Pay and Google Pay) and prepaid credit cards. We do not currently accept cash as a method of payment.
Please note that refunds are issued back to the original method of payment. In the event of loss, damage or theft of your prepaid card, please reach out to Visa or MasterCard for further assistance.
To redeem your gift card, simply enter your gift card code at checkout and the balance will be applied to your order total.
When you pay with a gift card, this is considered a payment method and not a discount code. If you return products purchased with a gift card, your refund will be issued as a gift card. Note that purchases made using split payment (part gift card, part credit card or other payment method) will always be refunded to the gift card(s) first, and any remaining balance will be issued to the other payment method.
Purchases made through our website online will be instantly charged to your provided method of payment at the time of purchase. Orders made through our Canadian shop are processed in $CAD, while orders placed through our US and international shops are charged in $USD.
With Klarna, you can split your purchase into 4 payments to spread the cost of your order over time. Enter the credit or debit card of your choice for automatic payments every two weeks. There is never interest or fees when you make your payments on time.
For additional information, click here.
Stores & Services
We have several locations across Canada and the US. You can find a full list of our store locations here:
Stores page
Pickup In-Store is a new (and free!) way to get your favourite Frank And Oak items. If the styles you're ordering online are available to pickup at one of our retail locations, you'll see the store location listed at checkout and you can place an order to collect directly in-store.
Instead of a tracking number, we'll send you an email once your order is ready for pickup!
Please note that once an order is placed to Pick Up In-store, we are not able to change the order method or ship the items to a different address. Please make sure to pick up your order within 1 week of receiving your email notification. If your order is not picked up within a timely manner, it will be refunded.
Need to refresh your wardrobe, or have a big event coming up? Book an appointment with one of our Style Advisors and they'll be happy to get you sorted with a fresh new look. Book an appointment at your local Frank And Oak store:
Stores page
Loyalty Program
Sign up for free to join Frank’s Club! Once you create your account, you'll begin earning points and rewards with every purchase at Frank And Oak. Remember to log in to view and use your points.
Create your account here
Already have a Frank And Oak account?
Log in here
To redeem your loyalty points for rewards, follow these steps:
Online
- Head to our online checkout or to your loyalty points dashboard.
- At checkout, there will be a drop-down to exchange your points for a discount.
- On the dashboard, scroll down to the middle of the page and select your desired discount to exchange your points. To use your discount code, copy and paste it to the appropriate field at checkout or present it in store.
Please note that if you choose to claim a discount through the dashboard, your points will be permanently deducted. If you don’t end up using your discount code at checkout or in store, you can always access it again for a future purchase through the “Rewards History” section of the dashboard.
In store
A store associate can assist you in redeeming your points for a discount on your purchase at checkout. You will just need to provide the email address tied to your account.
If you don’t end up using your discount code in store, you can always access it again for a future purchase through the “Rewards History” section of your dashboard. It can also be used on our website by copy pasting the code in the coupon field at the online checkout.
If you have any other questions, please feel free to ask a store associate for more information about our Frank’s Club Program.
Please note that some of our promotional offers cannot be combined with Frank’s Club points. Please check the Frank’s Club Discount Terms and Conditions or the Current Offers section in our FAQ for additional details.
Only one (1) Frank's Club Loyalty code can be redeemed per transaction, both online and in stores.
To reach the Crew tier, you need to spend $350+ over the course of a year. To reach the Inner Circle tier, you need to spend $1000+ over the course of a year. The tier status will last 1 year from the date you earned it on a rolling basis.
Look out for a "2x points" badge on specially marked items on our website. Once purchased, you’ll receive twice the number of points! This offer is not applicable on retail orders. Double points are awarded according to the product value before taxes and after discounts. This offer is only available online and for limited periods, so make sure to keep an eye out!
*Reward discount code must be entered at online checkout to redeem the offer, or shown to a retail employee prior to completing the purchase. Valid only on Canadian and US purchases. Offer not valid on gift cards and past purchases. Cannot be combined with any other discount, Frank’s Club Loyalty program discount or special offer. Additional restrictions may apply. Frank And Oak reserves the right to change or terminate this offer at any time and without prior notice.
Yes! Points can be combined with certain sale promotions. For more details, please see the Terms and Conditions of our on-going promotions under the Current Offers section of our main FAQ.
Points will expire 12 months after they are awarded. A reminder will also be sent by email 60 days before their expiry.
When redeeming a discount code, your oldest points will be used first. If you receive a full refund for an order with a Frank’s Club discount code, your points will be returned back to you with the same expiration date as when they were initially earned.
As for the tier status, it will last 1 year from the date awarded on a rolling basis.
Referral Program
Give a friend 15$ off their first online order and receive 15$ in Frank's Club points once they purchase! You’ll be able to sign up to the referral program by heading to the Frank's Club page on our website. Some conditions apply. Please see the Current Offers section under Coupons, Gift Cards & Promotions in our FAQ for additional details.
Coupons & Promotions
If there is a price reduction on a regular-priced item within 7 days of ordering, we’re happy to offer you the difference in the form of a Frank And Oak gift card to use on your next purchase!
Not valid on first-time customer offers or targeted offers. Cannot be combined with any other offers, promotional sales or events. Not valid on Black Friday, Cyber Monday or any other promotional discounts including markdown sales with no discount code. Not valid on warehouse or inventory sales. Effective on purchases made at frankandoak.com or in store at Frank And Oak locations.
Contact our Member Services team with your order number to request a price adjustment. Keep in mind that to be eligible, your purchase must meet the following criteria:
- You originally purchased the item at full-price within the last 7 days
- The item is still in-stock and available to purchase online
- There are no ongoing sales events or promotions at the time of your request
Frank And Oak does not match competitor prices.
Holiday Offer
*Offer valid online and at Frank And Oak retail stores from December 9 2024 at 9am ET to December 23 2024 at 9am ET. User must sign up to the email newsletter and SMS to access the offer. Discount code must be entered at online checkout to redeem the offer. Offer not valid on gift cards and past purchases. Cannot be combined with any other discount, Frank’s Club loyalty program discount or special offer. Additional restrictions may apply. Frank And Oak reserves the right to change or terminate this offer at any time and without prior notice.
Welcome Offer
*Offer only valid online at frankandoak.com Code WELCOME20 must be entered at online checkout to redeem the offer. Offer only valid for first time purchases. Offer not valid on gift cards, past purchases. Cannot be combined with any other discount, Frank's Club loyalty program discount or special offer. Additional restrictions may apply. Frank And Oak reserves the right to change or terminate this offer at any time and without prior notice.
Get 10% Off Items in Your Cart
*Offer only valid online at frankandoak.com Code CART10 must be entered at online checkout to redeem the offer. Offer not valid on gift cards, past purchases and markdowns. Cannot be combined with any other discount, Frank's Club loyalty program discount or special offer. Additional restrictions may apply. Frank And Oak reserves the right to change or terminate this offer at any time and without prior notice.
Influencer Offers
*Offer valid online at frankandoak.com for a limited time. Discount code must be entered at online checkout to redeem the offer. Offer not valid on gift cards and past purchases. Can only be redeemed once per customer. Cannot be combined with any other discount, Frank's Club loyalty program discount or special offer. Additional restrictions may apply. Frank And Oak reserves the right to change or terminate this offer at any time and without prior notice.
Referral Program
*Offer valid online only at frankandoak.com from May 31 2023. Single-use referral discount code is only applicable to purchases of 75$ or more after discounts and before taxes and shipping fees. Referral discount cannot be combined with any other rebate, Frank's Club loyalty program discount or special offer and is valid on first purchases only. Referrer will receive 150 Frank's Club points after the referred friend makes their first online purchase through the referral link while staying on the same network and device. Offer does not apply to self referrals.
Frank And Oak 5-Year Outerwear Warranty
At Frank And Oak, we stand behind the quality of our products. We'll cover any manufacturing defects in materials or workmanship for the original owner for a period of five years following the purchase of the product. If a repair is needed, we'll cover the reasonable repair costs or, if necessary, replace the item—always at our discretion. If the exact style is no longer available, we'll offer a similar item of equal value.
This warranty applies only to the Frank And Oak winter outerwear collection purchased at a Frank And Oak official retail location or on the Frank And Oak website and is valid for original, unaltered and unmodified items. Normal wear and tear, damage from misuse or alterations made after purchase are not covered.
For general warranty inquiries feel free to contact us, find us on social or via live chat.
Our warranty doesn’t cover issues from normal wear and tear, accidents, improper use, or if the item has been altered in any way. This includes things like fading of fabric or colors from regular washing, minor scuffs or scratches from everyday use, and sizing or fit issues (for example, if the jacket doesn’t fit quite the way you hoped). We’re here to help if there’s a defect in how the product was made, but we can’t cover damage from everyday adventures or changes after purchase.
"Normal wear and tear" refers to the expected, natural aging or deterioration of a product due to regular use over time. This includes minor damage or wear that happens through ordinary handling, cleaning, or usage.
Examples of normal wear and tear can include:
- Fading of fabric or colours from regular washing.
- Minor scuffs or scratches resulting from everyday use.
Once a coat has been altered or repaired, it’s no longer covered by our warranty. To keep your warranty intact, make sure to avoid any third-party alterations or modifications. If you’re unsure, feel free to reach out to us—we’re happy to help with any questions!
To start a warranty claim, simply email our customer service team at memberservices@frankandoak.com. Be sure to include a few photos of the defect and your purchase receipt so we can get the process started quickly. Our team will guide you from there!
If you have any questions about the warranty, feel free to reach out to our customer service team by email at memberservices@frankandoak.com. We’re here to help and happy to answer any questions you might have!
Sizing, Clothing & Shoe Care Instructions
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!
We do our best to make sure the sizing information is as accurate as possible, but sometimes it’s still going to come down to how you like your clothing to fit. Here are some pointers on how certain items should fit and how to take your own measurements.
When it comes to shirts, blazers, and outerwear the key to getting the right fit is in the shoulders. If it’s slipping off, it’s too big; if you can’t move your arms, it’s too tight. A perfect fit usually means you can lift your arms above your head comfortably. But don’t forget, even if you buy the right sized piece off the rack, you might still need to take it to your tailor, especially with things like blazers.
How to measure your chest
Take your soft measuring tape and wrap it around the fullest part of your chest, under your armpits. The measuring tape should be snug. Don’t pull it too tight and don’t let it get so loose that it slides off of you. A snug fit is best.
How to measure your waist
Just above your hip bone, at the same level as your belly button, bring the soft measuring tape all the way around your body. Don't hold your breath while measuring. You want the measuring tape to fit snugly around your torso, but not too tightly, to ensure a comfortable fit.
How to measure your inseam
To get an accurate inseam measurement you’ll want to measure your inner leg from the crotch to your foot. You can also measure a pair of pants you already own and like the length of to find the right size for you.
We generally suggest you wash your Frank And Oak clothing in cool water and hang or lay flat to dry. We recommend dry-cleaning only for wool items, as wool is a delicate fabric and prone to shrinking. Please do not put your Frank And Oak clothes in the dryer!
Each of our garments includes cleaning and care information on the inner clothing tags, please ensure to consult these before throwing your new clothes in the wash. If you're ever unsure about how to handle your items, just reach out to our Member Services team for advice.
Wool has antibacterial properties, meaning that it’s a self-cleaning fabric and doesn't need to be washed too frequently. Hence, cashmere and merino wool do not necessitate frequent washing. If need be, follow the care instructions on the garment’s tag or dry clean.
As mentioned on our product pages, this material needs to be hand washed and laid flat to dry. Please do not put your wool items in the washer and dryer!
Here's a video on how to properly wash your wool sweater.
If you're ever unsure about how to handle your items, please feel free to reach out to our Member Services team for advice.
For leather footwear, you’ll want to protect them before the first wear. You can often find protecting sprays in our shoe care section or at any good shoe store near you. To clean them, a damp cloth is usually enough. Remember to treat them every few weeks for better protection.
Our ability to withstand the cold is influenced by a variety of external factors (such as wind and humidity) as well as internal factors (such as fatigue or number of layers worn) that vary from one person to another. In other words, temperature ratings should be approached as somewhat subjective, as your personal comfort zone may vary by as much as 5ºC (41ºF).
For example,
• A 0ºC to -10ºC (32ºF to 14ºF) rated coat might grant you a 5ºC to -5ºC (41ºF to 23ºF) comfort zone if you are sensitive to cold, or, alternatively, a -5ºC to -15ºC (23ºF to 5ºF) comfort zone if you tend to be warm or more active.
• A -10ºC to -25ºC (32ºF to -13ºF) rated coat might grant you a -5ºC to -20ºC (23ºF to -4ºF) comfort zone if you are sensitive to cold, or, alternatively, a -15ºC to -30ºC (5ºF to -22ºF) comfort zone if you tend to be warm or more active.
• A -15ºC to -30ºC (5ºF to -22) rated coat might grant you a -10ºC to -25ºC (14ºF to -13ºF) comfort zone if you are sensitive to cold, or, alternatively, a -20ºC to -35ºC (-4ºF to -31ºF) comfort zone if you tend to be warm or more active.
Contact Information
Our customer service team is online daily. Reach out to us via chat directly on our website or send us an email at memberservices@frankandoak.com. You can also contact us via Facebook Messenger or tweet us @FrankHelps.
Hours of Service
Monday to Friday: 10AM to 4PM Eastern
*Please note that during peak periods, hours are subject to change without prior notice. Our team is not available to chat on Saturdays, Sundays, Christmas Day and New Year's Day.
Please reach out to our wholesale team via email at wholesale@frankandoak.com with your business inquiry and contact information and we will get back to you as soon as possible.
Interested in featuring Frank And Oak in an article or video? Want to pitch us a marketing idea or partnership? Email our team at media@frankandoak.com
We hire capable and driven people who love our clothes and get what we're about. We're growing quickly and love hearing from inspired people. Email us at people@frankandoak.com or keep an eye on our current openings here:
Open positions
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