faq Layout

All you need is an email address to start placing an order. However, creating an account at Brian Oak comes with perks like loyalty rewards, discounts, order tracking, faster checkout, and updates on trends, sales, and style inspiration.

If you have forgotten your password, click on ‘Forgot my password’ on our sign-in page, enter your email address, and follow the steps in the reset email to set a new password.

Subscribing to our newsletter is optional. However, it provides exclusive deals, trend alerts, and more.

Follow these steps:

1. Select a category from the top menu bar.
2. Choose your desired product.
3. Select size, color, quantity, and click 'Add to bag'.
4. Proceed to Checkout under ‘Bag’.
5. Log in or continue with your email address.
6. Provide address, payment details, and finalize your order.
7. Check your email for a confirmation and order updates.

If you wish to cancel your order, contact customer service as soon as possible at +44 7950 328498 or through the ‘Contact Us’ page.

Your order will be packed using reliable and protective materials to ensure it reaches you in perfect condition.

If your order has not shipped, you can edit it via your account or by contacting us. If the order has already shipped, place a new order and notify us to attempt combined shipping.

If you cannot find your confirmation email:

• Check your inbox and spam folder.
• If it’s still not there, contact us via call or WhatsApp for assistance.

Sizing details are available on the product details page near the description and in the size guide link located in the footer of our website.

We use industry-standard security practices to protect your data. Your privacy is important to us, and we will never share your information without consent. Refer to our Terms and Conditions for more details.

Tracking your orders at Brian Oak is simple and easy. Once we have processed and shipped your order, you will receive an email or text message notification with the complete tracking details and a tracking number. Just click on the provided link to get real-time updates on your order's status.

We understand the importance of timely deliveries. If you experience delays in tracking your order on our associated courier's website, please reach out to our dedicated customer service team. You can contact us via email at info@brianoak.com, or call us at +44 7950 328498. We shall swiftly investigate the status of your order and provide immediate updates.

At Brian Oak, we have currently partnered with a reputable courier service, Royal Mail, to provide the best delivery experience to our customers.

For our valued UK customers, we offer a range of delivery options:

• Free Shipping: Orders above £60 enjoy free shipping, with deliveries typically within 3 to 5 business days.
• Standard Shipping: Our standard shipping charges are £3.95 with delivery in 3 to 5 business days.
• Next-Day Delivery: Place your order before 12 PM (Monday to Friday) to receive your order on the next working day for £6.95. Please select the “next-day delivery” option at checkout.
• Priority Delivery: Get your order in just 2 business days for £4.95.

Extra 2-4 business days are required for delivering trousers. Please note: Sundays and public holidays are excluded from our next-day delivery service. In case of any unavoidable event like natural disasters or if you have any custom requests for your order, we will require an additional 3-5 working days for processing.

We always make sure our customers do not have to face any inconvenience but in case there are some missing items in your order, please contact immediately via our WhatsApp number +44 7950 328498 or email address info@brianoak.com. We will promptly address and resolve your issue.

While our aim is to accommodate all your requests, changing your delivery address is most effective before order processing. When change is required, please reach out to our customer support team through our Contact Us page as soon as possible. Once the order is in the processing stage, changing the delivery address becomes more challenging.

At Brian Oak, we offer free shipping on orders above £60. Shipping charges apply to orders below this. You can easily confirm the shipping fee at the checkout page or also check the details in our shipping policy.

In this digital age, we aim to provide utmost convenience to our customers and operate as an online store. Currently, we do not have any physical flagship stores in the UK.

Returning your order at Brian Oak is a customer-friendly process. To initiate a return, complete the included return form or download a new one here. If you cannot use the original packaging, pack the item securely and send it to our address below along with the completed form:

Unit 0304
Access Storage Industrial Estate,
15 Tottenham Ln,
Cranford Way,
London N8 9DJ, UK

After successfully verifying your return, we will process the refund using your original payment method. We aim to handle refund requests within 14 days.

You can return products purchased on Brian Oak's website for a full refund or exchange within 28 days of dispatch. Some conditions apply, such as:

• We do not accept altered products.
• Undergarments and socks cannot be returned or refunded for hygiene reasons.

We have a keen focus on quality and precision and understand how frustrating it can be to receive a defective item. To resolve the matter quickly and efficiently, we request you to share the defective item’s picture with us timely via WhatsApp. Our friendly customer support team will be happy to assist you further and get the issue resolved as soon as possible.