ordering and shopping
|what is your shipping policy?|
|do you ship internationally?|
|where do you ship from?|
|what is your return/exchange policy?|
|how do i return an item?|
|can i return/ exchange my items to an oak retail store?|
|do you have a price adjustment policy?|
|what is your policy on privacy?|
|semi annual 304050 sale|
|how do gift certificates work?|
|who should i contact if i have further questions?|
is this site secure?
any personal information given to oaknyc.com will be protected. your information will not be disclosed to any third parties. oaknyc.com’s server will secure your personal information with up-to-date firewall and encryption techniques during the ordering process.
in order to protect customers to the fullest extent, oaknyc does not store your credit card information at any time.
to assist you in recognizing secure areas of the oaknyc.com website, a small lock icon will appear in the lower right-corner of your web browser. when this icon is present, and in the locked position, you know that information on that page will be secured.
added online security to protect your personal information from unauthorized use is provided by using advanced SSL (Secure Sockets Layer) encryption.
how do I place my order?
- browse through the site until you find the item you wish to purchase.
- from the product page select the size / quantity you’d like and click “buy” to add it to your cart.
- you may repeat step 2 by clicking the “click to continue shopping” link and adding more items to your cart for purchase or continue.
- you may also add items to your cart from the stock chart.
- once you’ve added all the items that you wish to purchase to your cart, you can begin the checkout process. this process involves 4 steps; verify your order, shipping
information, billing information and place your order. you will then receive an order confirmation email. when your order has been shipped, you will receive an e-mail with final
items are only held for you once you place an order. adding an item to your cart does not guarantee that you will be able to purchase it at a later date. if the item you want sells out before you proceed through checkout, a notice will pop up in step 2 of checkout and the item will be removed from your cart.
do you have a size chart?
how can i check the status of my order?
you can check the status of your order by signing into my account and then selecting the option to view order. this screen will let you know if your order has been fulfilled, shipped, or if it is being held.
how can I change my order?
you can send changes to firstname.lastname@example.org. changes can only be made if your request is answered before your order is processed. once your order is processed or shipped, no changes can be made.
what credit cards do you accept?
oaknyc.com accepts the following forms of payment:
how do you charge sales tax?
sales tax is charged based on the customers shipping address, only to states where oaknyc.com has a physical presence. currently this includes:
4.375% will be applied to all clothing and shoes under $110
8.875% will be applied to all clothing and shoes that are more than $110;
8.875% will be applied to all accessories, home goods, etc.
sales tax is not charged on gift certificate orders, however sales tax may be charged when the gift certificate is redeemed.
what if the item i want is sold out?
although we make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products and sizes. if we are out of stock on an item you have ordered, we will notify you via e-mail. any changes will be reflected in your order total as well as your shipping confirmation.
what if i encounter any errors during check out?
if you are having trouble checking out or processing your order there may be conflicts between our site and the particular browser you are using. we find that our site is best used with mozilla firefox and also google chrome. you can download a copy of firefox here or chrome here.
if you encounter an error while attempting to check out and do not receive an automated confirmation from oaknyc.com - we have not received your order and you will not be charged. when these errors occur, your bank/credit card may hold funds in your account but these funds will not be released to oaknyc.com. these holds will usually resolve themselves within a few days and the funds will be returned to your account automatically.
you may also contact us directly at email@example.com. please make sure to let us know of any error messages you received and any other pertinent information about the order so we may better assist you!
how do pre-orders work?
your card will be charged when you place a pre-order, and we will send notification when your order has arrived and is ready to ship. if you have any questions regarding the status of your pre-order or special requests, please make sure to e-mail firstname.lastname@example.org.
what is your shipping policy?
all domestic orders are shipped via ups. rates are determined by weight and destination at point of purchase. All domestic orders over $100 receive free UPS ground shipping. oaknyc.com does not ship multiple addresses per order, ship to p.o. boxes, or apo/fpo addresses. orders are processed monday through fridays excluding holidays. orders received on weekend days, holidays and after 10:30am est will begin processing the next business day. please allow 1-2 extra days for processing during peak business periods such as sale and holiday. shipping times may vary due to availability of merchandise. orders are not delivered on the weekends or federal holidays.
oak holds the right to refuse shipping to any order.
do you ship internationally?
yes. international orders are shipped via UPS Worldwide Expedited. shipping rates are $38 flat rate. please allow 1-2 extra days for processing during peak business periods such as sale and holiday. UPS Worldwide Expedited takes approximately 3-5 business days from actual shipment date, but occasionally items can experience customs delays of several weeks. shipment progress can be tracked on ups.com with a ups tracking number. any refused packages will be charged the full cost of return shipment as billed by UPS and the fee will be deducted from the refund.
please note that international orders are often subject to duties and taxes in addition to the price oak charges, and are billed by your country's customs department upon arrival. oak cannot estimate or cover taxes or duties on international shipments. any charges for taxes or duties are due to UPS at the time of delivery. as a helpful tip, we have found customers are less likely to be charged duties and taxes on multiple smaller orders as opposed to one large order, but it varies by country.
where do you ship from?
all orders are processed and shipped from brooklyn. standard ups ground service from brooklyn to most new york destinations usually takes about 1 day. please consult our shipment policy for more details - oak and ups cannot guarantee delivery times, but we will do our best to get your package out to you as quickly as we can.
what is your return/exchange policy?
all returns must be made within 14 days of receipt. merchandise must be returned with all original tags attached, in any original packaging, unwashed, and unaltered. any items returned without original packaging. all sale items 30% or more off are final sale. merchandise marked down 40% or greater must be considered “as is”. although we try our hardest to keep all of our goods in perfect condition there may be small flaws, stains, sewing errors, missing tags, etc. footwear returns must include the original shoe box in its original condition and without postage labels. oak has the right to deny credits if the goods do not meet the return policy requirements. shipping and handling charges are non-refundable. please refer to “how do i return an item” for specific instructions.
unfortunately oak is unable to provide online exchanges. if an exchange on an item is necessary for a different size, style and/or price we would be happy to issue a refund but would request that you purchase the desired item through the website as a separate transaction. please see below for the correct return procedure.
how do i return an item?
all returns must be authorized by Oak. please send a return request to email@example.com with purchase order number and specific items requesting to be returned. upon receipt of a return authorization # from oaknyc.com. complete the merchandise return/exchange form (sent with original package) and enclose with your return/exchange. all articles that belong to the same order must be returned to us at the same time in one single shipment. pack and securely seal the merchandise in the original package if possible and mark your RA# on the outside of the box. send pre-paid and insured to:
55 Nassau Ave
Brooklyn, NY 11222
oaknyc will not accept responsibility for reimbursement or compensation of lost packages without proof of delivery.
when your return is received, we will credit the same credit card account with which the original purchase was made. we will process your return as soon as possible but please allow up to 2-weeks for your refund to be processed and up to two billing cycles for the return to appear on your credit card statement. store credits will be issued for gift returns or upon request.
can i return/ exchange my items to an oak retail store?
yes. you can return or exchange any item you bought on the site to either of our two brick and mortar stores. this excludes all items purchased at 30% off or more as these items are final sale and not subject to returns or exchanges.
do you have a price adjustment policy?
if an item is discounted from regular price within 7 days of purchase you may email firstname.lastname@example.org for a price adjustment. price adjustments could take up to 4 weeks to appear on your statement. items that receive price adjustments become final sale. price adjustments are not available on merchandise that has already been discounted or merchandise that is part of a special promotion.
what is your policy on privacy?
we respect your right to privacy. at oaknyc.com we collect only the information necessary for us to complete your order or to contact to you regarding the status of your order. the information we collect includes your name, email address, shipping address, and billing address. oaknyc does not store your credit card information.
oak will not rent or sell your name or personal information without your permission.
oak does utilize “cookies” to help recognize you as a repeat visitor and to track traffic patterns on our site. this information is completely anonymous. we use this information to improve the user-friendliness and functionality of our site.
semi annual 304050 sale
our three week end of season sale. the entire stock starts at 30% off the original price and each week goes down another 10%. all sales are final sale. all items on sale for 30% off or greater is final sale and therefore may not be returned or exchanged.
all items on sale for 30% off or greater is final sale and therefore may not be returned or exchanged. merchandise marked down 40% or greater must be considered “as is”. although we try our hardest to keep all of our goods in perfect condition there may be small flaws, stains, sewing errors, missing tags, etc.
The OAK student discount code is subject to approval. To be verified please email email@example.com. and provide an image of your current student ID via your college issued email address. Please allow up to 2 business days for a response.
The student discount is applied to full priced merchandise only which does not include special promotions. For the discount to be valid, customers must log in using their .edu address when placing an order.
All orders placed using the OAK student discount are subject to review including orders placed by customers who have not be verified via firstname.lastname@example.org.
how do gift certificates work?
purchasing a gift certificate:
you can add an electronic gift certificate to your cart from the main gift certificate page. once the gift certificate has been added to your cart, you can continue shopping, or checkout.
upon placing your order, the electronic gift certificate(s) will be emailed to the recipients. the recipient will receive an email alerting them that they have received a gift certificate, and
provide them with a gift code.
redeeming a gift certificate:
customers can use their gift code to purchase items from oaknyc.com. during the checkout process customers have the option of using a gift code for payment. in the event that the gift code’s value does not cover the total cost of the order, the customer will need to provide their credit card information to cover the remaining balance. in the event that the order total is less than the value of the gift code, the remaining gift code balance will be available for future purchases.
please note that currently gift certificates purchased online are virtual and not redeemable at our brick and mortar locations. we apologize for the inconvenience. to purchase a physical gift certificate please contact one of our retail locations directly.
checking your gift certificate balance:
you can go to this page to check your gift certificate balance.
who should i contact if i have further questions?
please note that our customer service number has changed - we kindly ask that you update your records so that we may be better assist you.
if you have any further questions that we have not answered or would like to give us feedback send us and e-mail at email@example.com
for all wholesale inquires about the Oak collection please email: firstname.lastname@example.org
oak is currently accepting intern prospects for the season. for inquiries regarding internships in design, e-commerce, social media, buying, styling and retail management please email: email@example.com