Customer Assistance/FAQ

Yes. Setting up an account will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping bag page.

b. How do I sign up/create an account at CharlesKeith.com?

Please click on ‘Sign in’ followed by ‘Create an account’ and fill in your personal particulars. If you experience any difficulty, kindly call our customer service hotline and we will be pleased to assist you.

c. I forgot my password, how can I retrieve it?

Please click on ‘Forget password’ which is available at the ‘Sign In’ page. Enter your email address and click on “Submit”. A set of instructions to reset your password will be sent to your registered email. After your credentials has been verified, you will be able to create a new password.

d. How can I edit/update my account details?

Please sign in and click on ‘My Account’. You will be able to edit/update your particulars.

e. How can I edit/update my shipping and billing address details?

Please sign in and click on ‘My Account’. You will be able to edit/update your particulars in your account and save it for future orders. If you wish to change the delivery address for a placed order, please contact our customer service immediately. We will make the requested changes if the order has not been processed.

f. What are the benefits of signing up an account with you?

By signing up an account with CharlesKeith.com, you will be able to access and manage your account information easily. This includes:

Changing your password
Updating your billing or shipping address
Checking your order status
Viewing your complete order history
Viewing the status of returned items (If any)
Viewing your online store credit (If applicable)
Managing your e-mail preference settings (e.g. choose whether to receive mails from Charles & Keith and our partners)

2. Order

a. How can I place an order?

In order to place an order with CharlesKeith.com, you will be required to:

Sign in to your online account
Shop for the items you want
Add the items to your Shopping Bag
Proceed to checkout
Enter billing and shipping information
Provide payment information
Review and submit your order
Check your order status

b. Is there another way of placing an order online?

Currently, CharlesKeith.com only allows placing of orders through CharlesKeith.com and charleskeith.tmall.com. CharlesKeith.com and Charles & Keith at TMall.com are the ONLY authorized websites to sell Charles & Keith products online. All information inputted by you and transmitted to our site is protected by an encryption using Secure Sockets Layer Technology (SSL). SSL encrypts your order information before it is transmitted to us to avoid the decoding of your information by anyone other than CharlesKeith.com.

c. How long will it take for me to receive my order?

For international orders, the standard delivery timeframe is within 8 to 15 business days for standard delivery and 4 to 8 business days for express delivery. Orders may be delayed due to custom clearance, online security or payment authorization. For more information, please click here.

d. How will I know if CharlesKeith.com has received my order?

After you place your order, you will receive an acknowledgement e-mail from CharlesKeith.com to confirm that your orders have been well-received. However, do note that orders will only be shipped when your credit card payment has been approved, billing and delivery address verified. Alternatively, you may check the status of your order through “My Account”.

e. I did not receive any sales order summary, what does that mean?

A sales order summary is an auto-generated e-mail where CharlesKeith.com acknowledges the order you placed. You should receive this order summary within 15 minutes upon placing your order (please make sure that the e-mail is not sent to your junk folder). If you did not receive an order summary within 15 minutes after placing your order, this means that we have not received your order and no payment has been received by CharlesKeith.com. You are then required to make a new order. Alternatively, you may sign in to your account to access My Account page to view whether your order is received by us.

f. There’s a missing item in my order, what should I do?

Please check the invoice that was included in your package. If there is any missing item(s), please contact customers@charleskeith.com.

g. How will I view my order details and history?

Please sign in to “My Account’ to view your order history. Click on the order you wish to view to see the details.

h. How do I track my order status?

The order status will be displayed next to your order. If you wish to know more about the order status, please click here.

i. Am I able to track my order?

Yes. When we dispatch your order for delivery you will receive a unique tracking number via email. Once you receive this tracking number, you can check the delivery status of your shipment.

j. Can I cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. We do our best to ensure fast delivery and it would be advisable to check your order before placing it.

k. Can I amend my order?

Unfortunately we are unable to amend an order once it has been placed. This includes changing the size/color of an item, removing an item, changing the payment methods or delivery mode.

l. Can I add items to an existing order?

Unfortunately, it is not possible to combine orders or add items to an existing order after your order has been processed.

m. My order was cancelled due to Online Security, how can I get my money back?

We regret to know that your order was cancelled due to Online Security measures. This is a security measure to prevent fraudulent transactions from going through and to protect our customers from being victims of fraudulent activities. However, please note that we have not captured any payment from you when we cancel your order, hence, the amount will not be charged to you.

n. The item I want is out of stock, what do I do now?

CharlesKeith.com is very sorry that the item that you want is out of stock. In the product page, there is a link that says "Notify me when back in stock”. If you click on that link, you will see a popup that will enable you to add your email address to our notification list. When your size, color, or style becomes available, you will receive an automated email sent by our system to inform you that your item is available for purchase. This does not mean that the item(s) is reserved for you and neither are you obligated to purchase the item(s).

o. I tried to check out and the item in my shopping bag disappeared.

Placing an item in your shopping cart does not guarantee your purchase of the item. Until you have completed the checkout process, another customer may have purchased the item. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

p. When I place an item to my shopping bag, is the item placed under my reservation?

Placing an item in your shopping cart does not guarantee your purchase of the item and does not mean that the item is reserved for you. Until you have completed the checkout process, another customer may have purchased the item.

3. Online Security

a. What is Online Security Fraud Screening?

Online Security Fraud screening is CharlesKeith.com initiative as preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings.

b. Why should I send you my personal information?

Due to high risk or credit card fraud, CharlesKeith.com may request additional information for payment verification. We will not be able to process your orders if we do not receive the required documents. In order to avoid delays with your order, we suggest that you scan the documents and send them via email so that they are clearly legible. Alternatively, you may take a clear photo of the documents requested if scanning is not available.

c. What should I take note when sending my personal information?

For your security, CharlesKeith.com advises that you never send anyone your entire credit card number. We strongly recommend you to cover all digits of the credit card number except for the last 4 digits, or cover the driver license/passport number before emailing the verification documents to CharlesKeith.com. In the event where the documents are submitted without covering of the sensitive information as suggested above, CharlesKeith.com will not be held responsible for any possible further complications.

d. Is my personal information kept secured?

All relevant pieces of information submitted by our customers will be kept secured and confidential. Only limited and authorized personnel have the rights to access this information. At no point will we share, rent or sell your personal information without your consent. For further details please read the Charles & Keith terms and conditions statement.

e. Will I receive Online Security email every time I place my order at CharlesKeith.com?

Online Security is meant for every order; however verification process is ideally for one-time verification purpose. In your next or future purchase(s), if you are using another credit card or using other account information such as billing address or shipping address, your order will be subject to Online Security verification again. We suggest you to use 3-D secured credit card payment or PayPal for faster order processing.

f. I receive an Online Security email from you; will I still receive my order within the standard delivery timeline?

Depending on how fast you have responded to the Online Security email and the validity of the submitted documents are, your order may or may not be experiencing delivery delays. However please note that once we received your documents, we will try to process the order at the soonest.

g. What if I fail to respond to your email within the period given, will my order still be processed?

Failure to respond to the Online Security verification process within the timeline given will result to automatic order cancellation. We regret to inform you that if we do not receive any response to the online security verification within the given timeline, your order will be cancelled automatically.

4. Payment Methods

a. What forms of payment can I use?

Currently, we only accept MasterCard, Visa, and PayPal payments.
We also take security very seriously so your details will be safe with us. All credit and debit card holders are subject to validation and authorization by both us and the card issuer, to maintain security and prevent fraud. We suggest you use 3D secured credit card payment or PayPal for faster order processing.

b. What is 3-D secure payment?

3-D Secure is an XML-based protocol used as an added layer of security for online credit and debit card transactions. It was developed by Visa to improve the security of Internet payments and offered to customers as the Verified by Visa service. Services based on the protocol have also been adopted by MasterCard, under the name MasterCard Secure Code. 3-D Secure adds another authentication step for online payments. 3-D Secure should not be confused with the Card Security Code (commonly known as CVV) which is a short numeric code that is printed at the back of the credit card.

c. Will CharlesKeith.com store my credit card information?

CharlesKeith.com does NOT store any customer's credit/debit card information. When you pay by credit/debit card, all credit/debit card information is directly transacted in a secure fashion to AsiaPay or PayPal, our payment gateway providers.

d. What is AsiaPay?

AsiaPay is one of the leading providers for internet and mobile payment services. AsiaPay provide its services to banks, corporate and e-Business in the worldwide market. For credit card payment, you will be linked to AsiaPay’s website which is a secure website whereas all the credit card information will be stored on their end. For more information about AsiaPay, you can contact AsiaPay via their website at www.asiapay.com.

e. What is PayPal?

PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.

f. How do I sign up for PayPal?

You can sign up for a PayPal account by going to www.paypal.com.

g. What is PayPal verified account?

A Verified PayPal account is a PayPal account whereby the account holder has provided additional evidence of their identity to PayPal by passing key security checks and completing the PayPal Verification process.

h. How do I make my PayPal account verified?

The verification process varies from country to country. Please click here for more information.

i. What is Payment Authorization?

All payments are authorized but not captured until the day of shipment. When processing payment, our payment gateway provider will run your payment details through a series of fraud rules to ensure the validity of the payment. There are many rules put in place to guard against fraud and there may be a chance that a sincere buyer's details may trigger the fraud alarm. When this happens, your order will be put on hold until we get in touch with you and are able to ascertain the authenticity of your payment details.

j. What currencies do you accept?

Before you start adding items into your shopping cart, you need to ensure that you are at CharlesKeith.com “Shop Online” site. You are then required to select the delivery destination and NOT the country that you are located in.

You will be charged in the default currency which you have selected as the delivery destination. Currently, CharlesKeith.com only accepts US dollar for international orders and Singapore dollar for Singapore site.

For instance, if you are staying in USA but your delivery destination is in Singapore, you will be charged on Singapore’s default currency which is in Singapore dollars (SGD). On the other hand, if you are staying in Singapore but your delivery destination is in Australia, you will be charged on Australia’s default currency which is in US dollar (USD).

k. My payment has been declined.

Kindly try again and input the correct details such as card number, expiry date etc. If the problem persists, you may wish to try an alternative credit card.

5. Tax and Duties

a. Do I have to pay duties and taxes?

For Standard Delivery, duties and taxes (including Goods and Services Tax, "GST", and Value-added Tax, "VAT") will be the responsibility of the recipient outside of Singapore. All items entering a foreign country (outside of Singapore) are subjected to customs inspection and the assessment of duties and taxes in accordance with that particular country's national laws. Any handling charge, duty and/or tax charged or collected by external parties will not be refunded in any way by CharlesKeith.com. Please check with your local authorities on your tax rights.

For Express Delivery, duties and taxes (including Goods and Services Tax, "GST", and Value-added Tax, "VAT") will be the responsibility of CharlesKeith.com.

In the event that duties and taxes are incurred on Standard Delivery shipments and where CharlesKeith.com's assigned third party shipping company pays on behalf of the recipient, the recipient will be charged for the duties and taxes shouldered by the third-party courier service provider, upon receipt of the order.

For Express Delivery, CharlesKeith.com will be responsible for any and all customs duties and taxes when the package arrives at your customs.

In the event that duties and taxes are incurred on Express Delivery shipments and where CharlesKeith.com's assigned third party shipping company pays on behalf of the recipient, CharlesKeith.com will be charged for the duties and taxes shouldered by the third-party courier service provider, upon receipt of the order.

For any return, the sender is responsible for all taxes, and/or duties imposed in the process of return to CharlesKeith.com. Should the returned item(s) be deemed not in its original condition, CharlesKeith.com reserves all rights to return the item to the sender at the sender's cost.

b. I am eligible for tax refund, what should I do?

If tax has been charged on any portion of your order and you need to take advantage of your tax exemption status, you will need to provide us with acceptable proof of tax exemption status for the state where the item(s) will be shipped to. We might request for more information to verify your eligibility and review before assisting you further.

6. Shipping

All items purchased from CharlesKeith.com will be shipped from Singapore.

a. How long will it take for me to get my order?

The standard delivery timeframe for international orders is within 8 to 11 business days for standard delivery mode and 4 to 8 business days for express delivery mode, subjected to possible delay due to Online Security measures or payment authorization.

b. Which countries do you ship orders to?

Charles & Keith ships directly to the following countries from Singapore:
American Samoa, American Virgin Islands, Andorra, Argentina, Australia, Austria, Bahamas, Bangladesh, Belgium, Bosnia, Botswana, Brazil, British Virgin Islands, Bulgaria, Cambodia, Canada, Chile, Croatia, Czech Republic, Denmark, Ecuador, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, India, Ireland, Israel, Italy, Jamaica, Japan, Korea South, Liechtenstein, Luxembourg, Macau, Macedonia, Malaysia, Maldives, Mauritius, Mexico, Monaco, Mongolia, Nepal, Netherlands, New Zealand, Nigeria, Norway, Panama, Peru, Poland, Portugal, Romania, Russia, Slovenia, Slovakia, Singapore, South Africa, Spain, Canary Island (Spain), Sri Lanka, Sweden, Switzerland, United Kingdom, United States of America, Venezuela, Vietnam.

c. My country is not among the list of delivery destinations countries, can I still place my order?

You may register with us and we will inform you when we start shipping to your country.

d. What are the shipping charges like?

For the shipping charges, you can refer here

e. Can I change my shipping address after my order has been dispatched?

Unfortunately, we are unable to redirect orders once your items have been shipped. Therefore, please ensure you provide the correct shipping address.

7. Shipping Restrictions

a. Are there any restricted areas?

Currently, we are unable to ship to any PO Box, military, protected area/location. Shipping charges for failure of attempted delivery to the restricted areas will be borne by the buyer.

Please note that we are unable to publish all the restrictive measures imposed by your country of delivery as this is dependent on your country’s customs and restrictions.

Before making any purchase, we encourage you to check with your local customs on their regulations. You might want to ask about the restriction on:

Any limit on the quantity to import the items
Any limit on the value to import the items
Restrictions to the material that you are interested to purchase
Tax and duties you need to incur for importing the items

If for some reason, there are any items that cannot be exported from Singapore and/or imported into your choice of delivery destination, you might still be able to checkout and pay for the items to be delivered. In such cases, the shipper bears the responsibilities to ship the items due to non-delivery e.g. shipping charges incurred to and fro for sending to the intended delivery destination, and for the intended delivery destination to return the goods to CharlesKeith.com will be borne by the buyer.

8. Undeliverable Packages

CharlesKeith.com believes all our online shoppers are responsible shoppers and have a strong support and interest in our fashion products. However, due to negligence and irresponsible acts from a minority of shoppers, our delivery agents may deem a package undeliverable for one of the following reasons. Under such circumstances, customer is responsible to pay for ALL incurred taxes and the shipping charges for attempted delivery and the returned shipping charges. Refunds after deduction for the chargeable shipping charges and taxes shall then be returned to the credit card used for the purchase. This check is to stress the importance of accurate delivery information.

a. What happens if an incorrect address is provided for the delivery?

If the address is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the country in the provided shipping address field (e.g. Austria vs. Australia). To remove an outdated or incorrect address from your account, please log on to your online account.

If no one is available at the delivery address to receive the products, the delivery agent will leave an “unable to deliver” note at the address and the recipient should follow the instructions on that note to arrange redelivery of the products.

b. How is the delivery processed?

Most of our delivery agents make two attempts to deliver a parcel and they might require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. The delivery agents will attempt to contact the recipient at the given contact number to rearrange a delivery. However, this may be unsuccessful if the contact number is unreachable. Please indicate country code and area code clearly when placing an order. If the recipient failed to receive the package after the delivery agent’s delivery attempts, the package will be returned to us.

c. What should I take note of when the order is intended as a gift?

If a recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. You may wish to let the recipient know that a surprise is on the way. Undeliverable package charges will be borne by the buyer.

d. I have yet to receive my package, what may be the reason?

In rare cases, it is also possible that the address label became illegible during the shipping and handling process, or that the delivery agent made a mistake and left the package at a different address than what was printed on the label. If you did not receive your package, please contact us customers@charleskeith.com for assistance.

9. Delivery Dates

a. Is there a guaranteed date which I can receive my order on time?

Currently, we are unable to guarantee a delivery date. The delivery period is subjected to payment authorization, fraud screening and availability of stocks. On some occasions, we may request for some forms of payment verification or source for the best available piece within our storage locations in order to fulfil your shipment. If you need to receive the items urgently, we suggest you to contact customers@charleskeith.com. We will try our utmost to place your order on priority.

Orders placed and confirmed by 0900 (GMT+8) will be processed on the same day. Orders placed and confirmed after 0900 (GMT+8) on Friday, Saturday or Sunday will be processed on the next business day. Deliveries are made Monday through Friday, public holidays and weekends excluded.

A business day refers to Mondays to Fridays, weekends and Singapore Public Holidays excluded.

Click here to view list of Public Holidays in Singapore.

Singapore Public Holidays for 2013
1 January	New Year's Day
10* & 11 February	Chinese New Year
29 March	Good Friday
1 May	Labor Day
24 May	Vesak Day
8 August	Hari Raya Puasa
9 August	Singapore National Day
15 October	Hari Raya Haji
3** November	Deepavali
25 December	Christmas Day

* As Chinese New Year falls on Sunday 10 February 2013 and Monday 11 February 2013, the next day, Tuesday 12 February 2013, will be a public holiday.

** The following Monday will be a public holiday.

10. Returns and Exchange

a. I received a defective item, what should I do?

Defective items can only be returned to Charles & Keith Headquarters Office, subject to item being returned must be in its original condition with the original tags and tickets.

Refunds can be in the form of Online Store Credit ONLY. There are strictly no refunds via cash/credit card. Please note that only merchandise value is valid for returns and any original shipping charges are strictly non-refundable and non-returnable in any form. Sale items cannot be exchanged in retail stores or via online. Please click here to process the Return Request.

b. I received an incorrect item, what should I do?

Incorrect item received can only be returned to Charles & Keith Headquarters Office, subjected to item being returned in its original condition. Crediting via Online Store Credit will be the only mode of refund and not through one-to-one item exchange. Please note that only merchandise value is valid for returns and any original shipping charges may be refunded via Online Store Credit. Sale items cannot be exchanged in retail stores or online. Please click here to process the Return Request.

c. Can I request for an exchange?

Issuance of an Online Store Credit will be the only mode of exchange and not through a one-to-one item exchange if the item is returned directly to Charles & Keith Headquarters. Please click here to process the Exchange Request.

Please note that only merchandise value is valid for exchange and returns and any original shipping charges are strictly non-refundable and non-returnable in any form. Sale items cannot be exchanged in retail stores or online.

d. Can I request for an exchange at a retail store?

No. Exchange Request at retail stores is not available for International orders.

e. My request for exchange was denied after I sent the item to Charles & Keith Headquarters, how can I get my item back?

You have the option of creating your own personal FedEx account so we can ship the item back to you at your expense.

11. Online Store Credit

a. What is an Online Store Credit?

An Online Store Credit is a credit issued to your account and can be used as payment to offset purchases made at CharlesKeith.com. The online store credit can only be used at CharlesKeith.com and NOT in any of the Charles & Keith retail stores or departmental stores.

b. Will my Online Store Credit expire?

Yes. Online store credits are set to expire three months from date of issue, without notification. For expired online store credits, no other form of refund will be provided and extension of validity date is not applicable.

c. How will I check my remaining Online Store Credit?

To obtain the balance of your Online Store Credit, simply log on to My Account at CharlesKeith.com. Please note that in most cases, the balance is adjusted immediately when you make a purchase, but there may be instances that you may need to wait for a moment for the correct balance amount to be reflected.

d. How can I utilize my Online Store Credit?

Once you receive an online store credit, you can redeem your preferred item almost immediately. Online store credit works similarly as other payment modes. At checkout, simply select payment by “online store credit” and it will immediately indicate the balance and will allow you to enter the amount you would like to utilize for this order. You have the option to select which online store credit to utilize if you have multiple online store credits. If your order exceeds the amount of your online store credit, you can pay the balance by credit card or PayPal. On the other hand, if you have a balance, you can continue to use it in your next purchase until the online store credit expires.

e. What are the Terms & Conditions for Online Store Credit?

Online store credits are applicable only for online purchases at CharlesKeith.com.
They are not applicable for use in any of the Charles & Keith retail stores or departmental stores.
Online store credits cannot be redeemed for cash and are non refundable and non exchangeable. They cannot be used for purchase of any gift vouchers.
Online store credits will be directly credited into your CharlesKeith.com online account and can be used immediately upon receipt.
Online store credits are tagged to your CharlesKeith.com online account and are non-transferable.
Shipping charges, duties, and taxes are applicable on any merchandise redeemed with CharlesKeith.com online store credits.
Any unused value can be used in your future purchase, subjected to online store credit’s expiry date. Should the purchase amount be less than the value of the online store credit, the balance will be stored for future use when you checkout.
Purchase amounts that exceed the value of the online store credit will require payment via credit card or PayPal for the balance due.

12. Technical Difficulties

a. I receive an error when placing my order, what went wrong?

Kindly do a screenshot of the page where you experience the error, or copy the error message and send it to customers@charleskeith.com for further assistance.

13. Privilege Card Program

a. How can I become a Charles & Keith Privilege Card member?

CharlesKeith.com does not have any loyalty program at present for international orders. For more information pertaining to in-store loyalty program, please contact your local Charles & Keith retail stores directly.

14. Pricing on CharlesKeith.com

a. Is the pricing policy the same as retail stores?

Please note that pricing policy differs for each delivery destination and country. The prices on the website cannot be used as a benchmark to compare the prices at Charles & Keith retail and online store. In very rare cases, there might be price errors and Charles & Keith shall not be liable for any errors in the pricing of items purchased on CharlesKeith.com. If there are any changes, CharlesKeith.com will contact buyer before proceeding with the order.

All prices displayed are not inclusive of any shipping charges, duties, and taxes. Shipping charges will be computed and shown at the checkout page after shipping mode is selected. For Express Delivery, prices are inclusive of duties and taxes. For Standard Delivery, prices are not inclusive of duties and taxes. Please check with your local authority for your tax rights.

b. Price Adjustments

Any form of price adjustment to orders is not applicable.

15. Promotions

a. What kind of promotions will CharlesKeith.com have?

On some occasions, CharlesKeith.com may introduce special promotions and discounted items on the website, at a limited time offer or while stock last basis. We might also issue special coupons and vouchers which you can use for your future orders. However, we would like to inform you that no price adjustment in any form will be provided for previous orders.

b. What are the Terms and conditions for promotions?

All promotions on the website are subjected to terms and conditions. Every promotion may comprise of different terms and conditions and we suggest you read, understand and agree to all the terms before utilizing the promotion tools. Promotions include but are not limited to discount coupons, discount voucher, bundle buys, complimentary gift with your purchase or free shipping. Promotions are always set with a time frame and with an expiry date.

c. What happens if the promotion that I would like to have has expired?

All promotions on the website are subjected to terms and conditions. We are unable to allow you to use any promotion that has expired.

d. What is the difference between promotions at CharlesKeith.com and in retail stores?

CharlesKeith.com may run exclusive online promotions that are not available in the retail stores.

16. Online Safety and Security Tips

a. What should I take note as an internet user and online shopper?

CharlesKeith.com is concerned about the safety and security of our customers. We have placed a number of technological protections in place to ensure that our transaction process is extremely safe and that our customers' information is secure. Additionally, CharlesKeith.com takes a number of steps to help ensure that our third-party seller platforms are safe and that our sellers are of the highest quality.

CharlesKeith.com has developed the following guidelines to help ensure that your online shopping experience is safe and secure.

b. Protect your passwords

If using a public computer or terminal, always log out when you complete an online session.
Keep your passwords private. Remember, anybody who knows your password may access your account.
When creating a password, use at least 6 characters, preferably alphanumerical. If possible, please include characters of both upper and lower case.
Do not use dictionary words, your name, e-mail address, or other personal information that can be easily obtained. It is also recommended that you frequently change your password.
Avoid using the same password for multiple online accounts.

c. Be wary of unsolicited e-mail and telephone contacts

CharlesKeith.com will never e-mail or call a customer and ask that they disclose or verify their CharlesKeith.com password, credit card, or banking account number completing a CharlesKeith.com order. Such information should only be submitted when completing an order on CharlesKeith.com, contacting CharlesKeith.com directly, or when making updates to My Account. If you receive a suspicious e-mail with a link to update your account information, do not click on the link, instead, go directly to www.charleskeith.com and then to your account.

If you are contacted by, or receive an unsolicited e-mail from an unknown entity, and are asked to confirm or provide your password or personal or banking information, disregard the request and contact us at customers@charleskeith.com. Alternatively, you may reach us at +(65) 6488 2688.

d. Disclosure of information

CharlesKeith.com does not sell, rent or trade to third parties any personal information you provide to us online or at our stores, nor do we give such information to third parties except to the other Charles & Keith Group of companies, or to third parties with whom we contract to assist us in maintaining and organizing our customer information in order that we may fulfil promotional offers and communicate with you. We do not authorize those third parties to make any other use of your information. From time to time, when we offer sweepstakes, contests or promotions, or when another company joins in a promotion or contest with us, participants may be asked to provide certain personal information in order to participate. Information provided by customers who choose to participate may be used by us and by any company offering the contest or promotion to notify winners or to fulfil the promotional offers. When you choose to participate in any sweepstakes, contests or promotions, or request to receive e-mail, promotional offers or product updates, you give us permission to use your personal information for marketing and promotional purposes. We may also use and share with other companies aggregated information about your demographics and your use of our web site in a manner that does not reveal your personal identity. At times, your personal demographic and user information may be combined with data from third parties and disclosed in an aggregated form.

e. Cookies / Sessions

In order to improve our online services to you, CharlesKeith.com collects data anonymously by way of “cookies and sessions.” Cookies help us measure the number of visits, average time spent, page views and other statistics relating to your access to this Site. A session is a semi-permanent interactive information interchange, also known as a dialogue, a conversation or a meeting, between two or more communicating devices, or between a computer and user. This information allows us to better administer the Site and provide a more tailored and user-friendly service to our Site visitors. Cookies are small data files that are sent to your browser from our Site and are stored on your computer’s hard drive. Each time you visit our Site from the same computer, the cookie will be retrieved from your computer, enabling our Site to recognize your computer as having previously visited our Site and thereby increase the functionality of our Site on your computer. Our cookies and sessions cannot be used to get data from your hard drive, to get your email address or any other data that can be traced to you personally. Most web browsers can be set to notify you when you receive a cookie or to prevent cookies from being sent; if you use these features, you may limit the functionality we can provide you when you visit our Site.

17. General

a. Do you have a catalogue?

Yes, we do have both physical and online catalogues. You may view our catalogue at CharlesKeith.com. A physical copy of the catalogue can be requested for every purchase made at Charleskeith.com. You can also get a copy of the catalogue from any Charles & Keith retail stores.

b. Do you do customized shoes?

Currently, Charles & Keith does not provide shoe customization service.

c. Do you provide Repair service?

Repair service is only available at Charles & Keith retail stores in Singapore. You can go to Charles & Keith retail stores in Singapore to have your item checked first. Depending on the condition of the item, Charles & Keith will try its best to provide repair service to its valued customers. Charles & Keith do not guarantee repair service for all types of damage.

d. How do I know my shoe size?

Please refer here for your guide on how to determine your shoe size.

e. Will an item be restocked?

CharlesKeith.com strives to keep ahead of the current fashion trends and generally do not tend to restock items as we would like to offer new fashion-forward products regularly.

f. How often do you update the website with new products?

At CharlesKeith.com, our website has new styles updated every week.

g. What is out of stock items?

We make every effort to only offer you sizes and colors that are in stock. If a size or color is no longer available it will be deemed as out of stock.

On some occasions, your ordered items might be the last available piece but not in the best condition to ship to you. As such, we will inform you and seek your consent to remove this item or replace with another item. This will in turn affect the total charges, which will be advised to you.


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