Help Center
Due to the ongoing COVID-19 outbreak there will be delays in response times. Please direct your questions through email as much as possible. We appreciate your patience and understanding throughout this time. On behalf of all of us at OAK + FORT, we hope that you and your loved ones are safe.
HOW DO I CONTACT THE CLIENT EXPERIENCE TEAM?
Get in touch with the Client Experience team through email, LiveChat on our website, or by phone during the following business hours:
Monday to Friday | 9:00 AM - 5:30PM (PST)
Call: 1-844-625-3678 (Toll free)
Text "HELLO" to (604) 559-6911
Email: hello@oakandfort.com
CAN I CHANGE MY EMAIL ADDRESS IN MY ACCOUNT?
Yes! Email hello@oakandfort.com and we will make the adjustments for you.
HOW DO I RESET MY PASSWORD?
Before resetting your password, ensure that you are on the correct website based on your location. (www.oakandfort.com for US accounts and ca.oakandfort.com for Canada and International accounts). Click “FORGOT PASSWORD?” on the login page or click here and enter in the email address associated with your OAK + FORT account.
If you’re still having issues resetting your password, please contact hello@oakandfort.com.
DO I NEED TO REGISTER BEFORE PLACING AN ORDER?
While we recommend registering for an account so that you can view your order and easily track your packages it’s not required.
To place an order without creating an account proceed to the checkout and select "CHECKOUT AS A GUEST".
HOW DO I LINK MY IN-STORE ACCOUNT TO MY ONLINE ACCOUNT?
Your in-store account is automatically linked to your online account, and can be used in store or online. You should have received an email with a temporary password when you provided your email in store. If you are unable to locate the email or need your password reset, you may do so here. For further assistance, please contact hello@oakandfort.com for more information.
HOW DO I DELETE MY ACCOUNT?
Please contact hello@oakandfort.com to delete your OAK + FORT account.
HOW DO I SUBSCRIBE TO EMAILS?
Subscribe to our newsletters by inputting your email at the bottom of this page. If you’re having any issues, please contact hello@oakandfort.com.
HOW DO I UNSUBSCRIBE FROM OAK + FORT’S MAILING LIST?
If you have an account on our website, you can manage your preferences in “Email Preferences” under “Settings”. Alternatively, at the bottom of any OAK + FORT email, you can unsubscribe entirely or adjust how you receive our emails.
WHERE DO I APPLY MY PROMO CODE?
Enter the promo code during checkout on the order summary page. Once you have clicked “Apply” the discount will automatically be added. Please ensure you’re on the correct website before adding your promo code as codes are region specific.
Note:
- All items purchased with a promo code are considered final sale and are not eligible for a refund, exchange, or store credit. Please refer to our Return Policy for more information.
- Promo codes are only valid during the stated timeframe.
- Promo codes cannot be applied to previous purchases, as we do not offer price adjustments.
- You can only use one promo code per order.
- All gift cards are excluded from any promotions or discounts.
WHAT CURRENCY IS THE SITE IN?
If you are on the US website, the currency will be displayed in USD. Similarly, on the Canadian/International website, the currency will be displayed in CAD.
HOW DO I TRACK MY ORDER?
Enter your order number in the order status tracker found at the top left corner of the website.
You will receive an email with your tracking information, once your order has shipped. Use your tracking number on the FedEx website to track the status of your shipment.
If you did not receive your tracking number, please contact our Client Experience team at hello@oakandfort.com or give us a call at 1-844-OAK-FORT (1-844-625-3678) from Monday to Friday from 9:00AM - 5:30PM PST.
CAN I CANCEL OR MAKE ADJUSTMENTS TO MY ORDER?
To request that your order be cancelled or adjusted please call 1-844-OAK-FORT (1-844-625-3678) we’re open from Monday to Friday, 9:00AM - 5:30PM PST. To cancel or adjust your order outside of business hours please email hello@oakandfort.com and include in the subject line “CANCEL – Order #” and we’ll try our best to support you.
We apologize in advance if we are unable to cancel or adjust your order.
WHAT PAYMENT TYPES ARE ACCEPTED?
We accept Visa, MasterCard, AMEX, PayPal, Apple Pay, AfterPay and Amazon Pay.
WHAT IS INSTALLMENT BY AFTERPAY?
Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.
HOW DO I USE INSTALLMENTS BY AFTERPAY?
Shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details. For returning customers simply log in to make your purchase.
HOW ARE TAXES CALCULATED?
Sales taxes are by determined by the province or state the order is being shipped to. Prices displayed on the website do not include taxes, shipping, or handling fees. International orders will not be charged Canadian taxes; however, they may incur brokerage fees, import taxes or duties that are the responsibility of the customer to pay.
WHAT CAN I RETURN?
- BY MAIL: Online purchases, excluding Online Order Concierge orders, in their original condition (with tags attached) are eligible for a monetary refund back onto the original method of payment within 45 days (of the delivery date). We do not offer returns for store purchases or Online Order Concierge orders by mail.
- IN-STORE: Eligible purchases can be returned for store credit or exchange within 45 days of the date of delivery; we do not offer monetary refunds in store. Items must be accompanied by an original receipt and in original condition.
After 45 days, we will no longer accept returns or exchanges. All marked down sale items, jewelry, intimates (masks, bodysuits, underwear, socks, headwear, and swimwear), nail lacquers, and gift cards are not eligible for a refund, store credit, or exchange.
Please note, OAK + FORT does not currently offer returns outside of Canada or the USA. .
To request a return for your online order, please refer to “HOW DO I REQUEST A RETURN”.
WHAT CAN I EXCHANGE?
Currently, we are only able to facilitate straight exchanges in-store within 45 days of purchase. All marked down sale items, jewelry, intimates (masks, bodysuits, underwear, socks, headwear, and swimwear), nail lacquers, and gift cards are not eligible for an exchange.
CAN I RETURN SALE ITEMS OR ITEMS PURCHASED WITH A PROMO CODE?
All marked down sale items are considered final sale and are not eligible for a refund, store credit or exchange.
Regular priced items purchased online with the promo code are eligble for return.
HOW CAN I RETURN MY ONLINE ORDER CONCIERGE PURCHASE?
You can return eligible items from your Online Order Concierge purchase in store or by mail. Note that our return policy applies and that stores currently do not offer monetary refunds.
CAN I RETURN BEAUTY PRODUCTS?
Beauty products (excluding Nail Lacquer) purchased online may be refunded if they are: in original condition with seal unbroken, requested within 45 days from the delivery date and approved by our Client Experience team. Nail Lacquer is considered final sale and not eligible for a refund, exchange, or store credit.
DOES OAK + FORT OFFER PRICE ADJUSTMENTS?
OAK + FORT does not issue any price adjustments.
HOW DO I REQUEST A RETURN?
Please first ensure that your items are eligible and that you request your return within 45 days of receiving your items (based off the date of delivery attached to your tracking number). If your items are not eligible for a return, or your request is past 45 days of delivery your return request will be denied.
If you have an online OAK + FORT account, you can request a return directly through the website. Navigate to "OVERVIEW," select the order you would like to return, and click "REQUEST A RETURN." Once our Client Experience team receives your request, they'll email you with the next steps. Please note that customers are required to cover return shipping costs.
Alternatively, email hello@oakandfort.com with your order number, a list of the items you'd like to return, and the reason for the return. Once our Client Experience team receives your email, they'll email you with the next steps. Please note that customers are required to cover return shipping costs.
HOW SOON WILL I RECEIVE MY REFUND FOR MY RETURN?
Once your return has been received at our Warehouse, please allow 7 business days for your refund to be issued. Know that our team will notify you once the refund has been processed.
Depending on your financial institution, it can take 3-7 business days for the refund to appear on your statement. If you do not see the refund past 7 business days, please reach out to your financial institution.
HOW CAN I CHECK THE STATUS OF MY ORDER?
Check the status of your order by entering your order number into the Order Tracker located at the top left corner of the website.
We will also send you an email with your tracking number once we’ve processed your order. If you do not receive this notification, please check your spam folder before contacting hello@oakandfort.com or call toll free at 1-844-OAK-FORT (1-844-625-3678).
Orders placed over the weekend or on holidays will be processed the following week. OAK + FORT is not responsible for any delays and/or damages caused in-transit by the postal service or customs agencies.
CAN I SHIP MY ORDER TO A PO BOX?
PO Boxes cannot be entered in as a shipping address. Please contact Client Experience if you have further questions. We can be reached by email at hello@oakandfort.com or by phone, toll free at 1-844-OAK-FORT (1-844-625-3678).
WHAT ARE MY SHIPPING OPTIONS?
All mainland orders under $150 have a flat fee shipping rate of $9.50 + applicable taxes. Shipping rates to Alaska or Hawaii are based off of FedEx Real time rates.
HOW LONG DOES SHIPPING TAKE?
Please allow 1-3 business days for our warehouse to process your order before the parcel is shipped. Note that fulfillment times can vary especially for pre-orders, during sales and holidays. Parcels are shipped with FedEx and take 1-3 business days. Exact timelines may vary.
MY ORDER CONTAINS PRE-ORDERED ITEMS, HOW WILL IT SHIP?
Your entire order will ship once the pre-ordered item is available. Note that shipping times are estimates.
WHY DOES MY ORDER HAVE A SURCHARGE?
An additional fee to ship heavier items is automatically applied to orders. The fee will be displayed at check out and is non-refundable.
WHERE DOES OAK + FORT SHIP TO?
We ship to the following countries: Austria, Australia, Bermuda, Brazil, Belarus, Belgium, Canada, China, Czech Republic, Denmark, Finland, France, Germany, Greece, Greenland, Hong Kong SAR China, Hungary, Ireland, Israel, India, Iceland, Italy, Japan, Kuwait, Latvia, Lithuania, Luxembourg, Macau, Mexico, New Zealand, Netherlands, Norway, Poland, Spain, Singapore, South Korea, SAR China, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, United Arab Emirates, and United States.
WHAT HAPPENS WHEN I AM NOT AT HOME TO RECEIVE MY ORDER?
USA + Canadian Deliveries:
It is at the discretion of FedEx to determine if it’s safe to leave the parcel at your door. If they require a signature or if they deem it unsafe to leave the package at your door the package will be returned to our warehouse or held at a FedEx depot for up to 5 business days. You can pick the package up at the depot or call the courier and arrange for re-delivery. If you fail to do so, the package will be returned to OAK + FORT’s Distribution Centre, and we'll process a refund less the cost of shipping.
International Deliveries:
Please know that how a parcel is dealt with by the shipping courier varies from country to country. In general, if you’re not home at the time of delivery the package will be held at a postal facility. You can pick up the package at the facility or arrange for a re-delivery. Not claiming an imported item within the required time frame, may lead to the package being destroyed at the customs facility or returned to our Distribution Centre. Shipping fees will be deducted from any refund we process resulting from an unaccepted International Order.
HOW DO I CHECK THE BALANCE ON MY GIFT CARD?
IS THERE TAX APPLIED TO GIFT CARD PURCHASES?
There is no tax applied to Gift Card purchases!
CAN I RETURN A GIFT CARD?
Gift Card purchases are considered final sale and are non-refundable.
CAN I USE A STORE STORE CREDIT TO PURCHASE ITEMS ONLINE?
Yes, you can use your credit at any OAK + FORT store or website in the currency the credit was issued. If you have any problems redeeming your store credit, please contact our Client Experience team at hello@oakandfort.com.
CAN I COMBINE MULTIPLE GIFT CARDS OR STORE CREDITS?
Once a gift card is purchased and issued, information cannot be edited or combined.
CAN I USE MORE THAN ONE GIFT CARD TO MAKE A PURCHASE?
Yes, you can. There’s no limit to the number of gift cards or store credits that can be used on an order.
HOW LONG IS MY GIFT CARD VALID FOR?
Gift cards never expire.
I LOST MY GIFT CARD, CAN YOU REPLACE IT?
Gift Cards and Store credits are not replaceable if lost, stolen, or damaged. The Client Experience team at OAK + FORT will do their best to retrieve your Gift Card or Store Credit information. If we’re unable to find the Gift Card or Store Credit in our system or if someone has used your credit, then unfortunately we are unable to re-issue a new one. Please treat your Gift Card as if it were cash and keep it in a safe place.
I CAN’T FIND THE E-GIFT CARD SENT TO MY EMAIL ANYMORE, CAN YOU RESEND IT?
Get in touch with our Client Experience team and we’ll do our best to retrieve your Gift Card information and resend it to you.
Important Information On COVID-19
How is OAK + FORT contributing to a safer working environment during COVID-19?
As we continue to learn about the impact of COVID-19 on our communities, our priority is the health and wellness of our customers, our community, and our employees. We are taking proactive steps that include, but are not limited to:
- Closing all retail locations as of Tuesday, March 17, 2020 and reopening them when it is safe to do so.
- Reducing the number of employees at our distribution centers to ensure we are practicing social distancing.
- Regular and frequent disinfection of high touch areas such as workstations, door handles, and tabletops.
- Providing increased access to hand sanitizer and disinfecting wipes at our distribution centers.
- Educating and training all employees of proper hygiene standards as recommended by the CDC, WHO and PHAC.
When will stores reopen?
We will continue to monitor the situation and follow recommendations of the CDC, WHO and PHAC. Our store locations will be reopened when it is safe to do so. To receive the latest updates from us, be sure to sign up for our email newsletters.
As our stores begin to slowly reopen, we are implementing new measures to ensure the safety of our clients and staff:
- Based on store size, there will be a limit on the number of people inside at a given time.
- Markers will be placed on floors indicating safe distances between clients.
- Regular and frequent disinfection of high touch areas will take place.
- Every second fitting room will be closed to allow for more distance between clients.
- All merchandise will be steamed before and after clients try it on.
- All staff will be following a stringent hand washing policy.
- All staff will be wearing masks, and we encourage you to wear one too.
- We will only be accepting payment by credit, debit and gift card, including tap payment methods. We will not be accepting cash, Alipay or WeChat Pay at this time.
- All receipts will be emailed, not printed.
- We will not be accepting returns or exchanges at our store locations at this time.
- If you feel any flu like symptoms, please refrain from coming into the store — we are happy to serve you online at oakandfort.com.
What if I want to return something in store?
As stores reopen, eligible purchases will still be eligible for a store credit or exchange; we do not offer monetary refunds for items purchased in-store. All sale items, items purchased with a promo code, jewelry, intimates (masks, bodysuits, underwear, socks, headwear, and swimwear), nail lacquers, and gift cards are not eligible for store credit or exchange.
Online orders can be returned in-store for store credit or exchange within 45 days of the date of delivery; we do not offer monetary refunds in store.
We’ve extended our online return policy to 45 days for orders placed after March 20th. Additionally, all regular priced items purchased with a promo code are eligible for store credit or exchange.
Online orders returned by mail are eligible for a refund back onto the original method of payment within 45 days of the date of delivery. To request a return for your online order by mail, please refer to “HOW DO I REQUEST A RETURN” on our RETURNS + EXCHANGES page.
I just placed my order, when can I expect it to ship?
Due to extra safety measures implemented at our distribution centers, there may be a delay in processing your order. We have extended our online return policy to 45 days for orders placed after March 20th. Additionally, all regular priced items purchased online with a promo code are eligible for return.
To check the status of your order, enter your order number (beginning with SO) in the ORDER STATUS tool on our website located on the top left corner (available on desktop browsers).
Online Warehouse Sale what to know:
- Product sold at the Online Warehouse Sale is a final sale and not eligible for a refund, store credit or exchange.
- There is limited stock available for all items. Once an item is sold out it will not be restocked.
- Promo codes cannot be combined with items sold at the Online Warehouse Sale.
- The items sold during the Online Warehouse Sale are heavily discounted to reflect that they’re from prior seasons and might arrive with minor imperfections. If the item is in unwearable condition, please email hello@oakandfort.com . In the email please include:
- The order number
- Item number
- Description of the damage
- At least two photos of the item in natural light. One photo showing the entire item and a second showing a close up of the damage.
Once you’ve sent your email, you’ll receive an automated response letting you know that your email was sent successfully. Please be patient if you’re waiting for a response from Client Experience and refrain from sending follow-up emails as this will further delay our response.
We kindly ask that you do not bring Online Warehouse items in-store as any issues or inquiries must be directed to the Client Experience team.
Please expect a 7 to 15-day delay in fulfillment times. To see an estimate of when your order will be shipped navigate to the top left corner of the website, click “Order Status” and input your order number beginning with SO.