CUSTOMER SERVICE / FAQ
Is oaknyc.com 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, OAK 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 top left corner of your web browsers address bar. 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 receive an order confirmation email shortly after placing the order. When your order has been shipped, you will receive an e-mail with the tracking number. We will also email to let you know if your package will need to be fulfilled in multiple shipments - if so, you will receive tracking numbers for each shipment. Please email firstname.lastname@example.org if you do not receive the appropriate information.
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.
Please note: OAK reserves the right to cancel any order and refund your order in full at any time
Do you have a size chart?
Size 0 = XS/S, Size 1 = S/M, Size 2 = M/L
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.
Please note that our office and warehouse are closed on the weekends and we process orders that need to be fulfilled first thing on Monday mornings.
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:
0.00% 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.
At the time of placing your order, we run an authorization of the total amount. That amount is a pending charge that gets released by your bank within about 7 business days. We then only charge you as items ship. Please note that if your payment does not go through an authorization still might go through your bank but this will clear within about 7 business days.
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 or 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!
What is your shipping policy?
Please allow 3-5 business days processing time for your order to ship. When shipped, you will receive an email with shipping and tracking information.
Please allow one week extra processing time 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 does not ship to P.O. boxes.
OAK holds the right to refuse shipping to any order.
OAK is not responsible or liable for any loss or damage to packages once they leave our facility and are into the care of the shipping carrier.
Do you ship internationally?
Please allow one week extra processing time during peak business periods such as sale and holiday.
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.
International customers are responsible for the duties and taxes that are required within their countries.
We are unable to provide free returns for international orders at this time. Please note any duties and or taxes paid will not be refunded.
Where do you ship from?
Orders are shipped from our distribution center in North Bergen, NJ. If an item is out of stock at our distribution center, it will be shipped to you separately from one of our retail stores at no additional cost. If we are unable to fulfill your order due to an inventory error or website glitch, we will refund your payment in full.
What is your return/exchange policy?
Unfortunately we aren’t able to offer price adjustments on any items. Items discounted 40% or above from the original price are returnable for store credit only.
Items discounted less than 40% off the original retail price: Customers are eligible for a full refund if the items are received 14 days from the day the package was received by the customer. All return postage is the customers responsibility.
14 days after receiving the package: items are only returnable for store credit.
Items discounted 40% off or greater from the original retail price: customers are responsible for return shipping and receive store credit only.
All returns must be made within 14 days of receiving their package. Merchandise must be returned with all original tags attached, in any original packaging, unwashed, unworn and unaltered.
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.
OAK does not accept any returns on women's swimwear, as well as men's + women's undergarments.
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 return for store credit or a refund, depending on what the order is applicable for, but would request that you purchase the desired items through the website as a separate transaction. Please see below for the correct return procedure.
How do I return an item?
In order to return an item purchased on oaknyc.com, you need to submit an RMA (return merchandise authorization) form. To request an RMA form for returns, please visit this page: www.oaknyc.com/a/returns
From there, follow the prompted steps regarding your return. Once completed, click on submit to request authorization. Your request will then be sent to our customer service team, and will be approved on a case-by-case basis. We reserve the right to deny any RMA form requests that do not align with our current returns policy
Once approved, you will receive an email with a link to your RMA form, which you will need to print and include in your package back to us.
If you have any questions regarding RMA forms, or our return policy, please e-mail firstname.lastname@example.org
In the event of a return of an unwanted item, the customer is responsible for return shipping costs. We will issue return shipping labels on a case by case basis in the rare occurrence of receipt of damaged or wrong items.
- OAK NYC Returns
- c/o Bergen Logistics
- 5903 West Side Avenue
- North Bergen, NJ 07047
OAK 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 my items to an OAK retail store?
Yes. You can return any item you bought on the site to either of our four brick and mortar stores, in NY and LA. Please bring a copy of the receipt / confirmation email (physical document or on your phone is fine).
Do you have a price adjustment policy?
Unfortunately we aren’t able to offer price adjustments on any items. Items discounted 40% or above are returnable for store credit only.
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. OAK 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.
Sale / discounts
OAK offers a 15% discount to students that can present a valid photo ID.
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 cards work?
Purchasing a gift card:
You can add an electronic gift card to your cart from the main gift certificate page. Once the gift card has been added to your cart, you can continue shopping, or checkout.
Upon placing your order, the electronic gift card(s) will be emailed to the recipients. The recipient will receive an email alerting them that they have received a gift card, and provide them with a gift code.
Please note that gift cards purchased on OAKNYC.COM can only be used to purchase items online at OAKNYC.COM, and gift cards purchased in one of our four NY and LA brick and mortar stores can only be used to purchased items in an OAK brick and mortar store.
Redeeming a gift code:
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?
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 information on interning with oak, or to seek availability regarding internships in design, e-commerce, and social media please email: firstname.lastname@example.org
Please direct wholesale inquiries to email@example.com