Orders

1. Do I need to create an account to place order?

All you need is an email address to start placing an order but when you create an account at Brian Oak you have a lot of perks and benefits. Some of which include loyalty rewards and discounts, ease of order tracking, faster order placement and checkout process as well as email updates on latest trends, our sales, style inspiration, etc.

2. What should I do if I have forgotten my account password?

You do not need to worry if you have forgotten your account password. Just click on ‘Forgot my password’ on our sign-in page and write your email address. You will then receive a “reset your password” email through which you can easily set a new password.

3. Is it necessary to subscribe to your Newsletter?

We respect your preferences and believe in empowering your choices. While subscribing to our newsletter is not mandatory, it unlocks a world of perks just for you. By subscribing, you gain access to exclusive deals, trend alerts, and a lot more.

4. How do I place an order on the Brian Oak’s website?

Here is a step by step guide on how to place an order on Brian Oak’s website:

1. First choose a category from the top navigation menu bar.
2. Next choose your required product.
3. From the product detail page, select a suitable size, colour, quantity and then click ‘Add to bag’.
4. When you have added all the required items, advance to Checkout under ‘Bag’.
5. Log in to your account or if you do not have an account, just enter your email address to continue.
6. Provide your address and payment details, choose a delivery method, and finalize your order.
7. You will then receive a confirmation email of your purchase after which we will pack and dispatch it to you.
8. We will keep you informed throughout the process on your email.

5. Can I cancel my order?

At Brian Oak, we make sure we process, pack and dispatch your order as soon as possible. In case you have changed your mind, we request you to inform us at its earliest by getting in touch with our customer service representatives at +44 7950 328498  or visit the ‘Contact Us’ page.

6. How will you pack my order?

We make sure your order reaches you in the perfect condition and for that we use the most reliable and protective packaging.

7. I want to add more items to my existing order? 

We understand you might need to make changes or add items to your order. Here's how it works:

• If your order has not shipped yet: You can easily edit your order directly through your account or by contacting us.
• If your order has already shipped: We cannot make changes to orders that are on their way to you. However, if you would like to add additional items, you can place a new order and let us know right away. We will do our best to see if we can combine the shipments to save you time and hassle.

8. I did not receive any confirmation email even though my order has been placed?

Do not worry if you are having trouble finding your confirmation email. Here are some steps to help:

• Double-check your inbox: First, take a look in the inbox of the email address you provided.
• Search your spam folder: Sometimes emails can slip into your spam folder. Search for emails from us there.
• Still cannot find it? We are here to help! If you have checked both your inbox and spam folder and still cannot find the confirmation email, feel free to contact us via call or send us a message on WhatsApp for a quick response.

9. Where do I find information regarding sizing?    

You can find the sizing details directly on the product details page, near the product description. We also have a dedicated size guide link conveniently located in our website footer for easy access.

10. Will my info be safe with you guys?

We take your data security seriously. We use industry-standard security practices to protect your data, including encryption and secure storage. We are committed to protecting your privacy and will never sell or share your information with third parties without your consent. Our Terms and Conditions page outlines our data privacy practices in detail.

Delivery and Shipping

1. How to track my order(s)?

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.

2. My order is taking longer than expected to arrive. What should I do?

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.

3. Which courier services does Brian Oak use for order delivery?

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

4. What are the shipping options, delivery times, and charges for UK?

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

• Free Shipping: Orders above £40 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 in £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.

5. What should I do if some items are missing from my order when I receive it?

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 us immediately via our WhatsApp number or email address provided on the website. We will promptly address and resolve your issue.

6. Can I change my delivery address after I have placed an order?

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.

7. Do you offer free shipping or I will have to pay shipping charges?

At Brian Oak, we offer free shipping on orders above £40. 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.

8. Does Brian Oak have any flagship stores in the UK?

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.

Returns and Exchange

1. How can I return my order?

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

 

2. How long will it take to process my refund?

After successfully verifying your return, we will process the refund using your original payment method. We target on handing refund requests within 14 days.

3. Which of my order cannot be returned?

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. Also, undergarments and socks cannot be returned or refunded for hygiene reasons.

4. How do I report a defective item in my order?

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 defected 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.