If you have opted for guest checkout, you may choose to use the physical Return / Exchange form or contact us at firstname.lastname@example.org with the email subject: Return Request – Your Order Number, to process your returns / exchanges.
If your order was delivered to countries outside of EU*, please refer to the Returns and Exchanges policy for all other countries.
Please ensure that the item(s) is in original condition, original packaging and with the original tags and tickets attached. Returns that do not meet our policy will not be accepted and will be returned to you at your cost. We recommend that you opt for a shipment method that enables tracking. Note that CHARLESKEITH.COM will not be responsible for the loss of the returned parcel.
In the interests of hygiene, we do not accept returns of, or refunds on earrings unless it is defective or a wrong item sent.
Alternatively, you may download and fill in the Model Withdrawal Form, and send it to us at email@example.com
For returns due to wrong item(s) sent or defective item(s), a pick-up service will be arranged. Submit your request online and you will be contacted via email to arrange for your pick-up service. Shipping charges for the pick-up service will be borne by CHARLESKEITH.COM.
You may choose to be refunded via store credit or via your original payment method.
You shall be entitled to a full refund if we receive your item(s) in original condition.
Refund will be based on the merchandise value on your invoice, including the original standard shipping charges or the promotional standard shipping charges.
Please allow 14 days after your return has been approved for your refund to be processed. Please note that the processing time for refund is dictated by card issuers.
Follow the steps below:
Please note that an exchange is subjected to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, providing store credit, via the original payment method or any other methods at the discretion of CHARLESKEITH.COM.
For exchange due to wrong item(s) sent or for defective item(s), a pick-up service will be arranged. Submit your request using the Online Return / Exchange Form and you will be contacted via email to arrange for your pick-up service. Shipping charges for the pick-up service will be borne by CHARLESKEITH.COM.
A final inspection will be done to ensure that it is in its original condition, followed by processing your exchange.
To check on your return status, sign in to your account and click on Overview under My Account, then select My Returns.
Your return status is reflected next to your Return Request number.
Pending - Your Return request has been received
Authorised - Your Return request has been authorised
Partially Authorised - Your Return request has been partially authorised
Return Received - We have received the returned item(s)
Processed and Closed - Your Return request has been resolved
Closed - Your Return request has been denied
All returns and exchanges via the Online Store are to be shipped to the address below:
ATTENTION: ECOMMERCE (RETURNS DEPT)
6 Tai Seng Link
CHARLES & KEITH Group Headquarters,
Level 6 (via Cargo Lift)
TERMS AND CONDITIONS
CHARLES & KEITH reserves all rights to inspect the condition of the item(s) before processing any returns or exchanges. You shall bear the shipping and handling charges of returning any rejected return or exchange request item(s) to you.
Duties and taxes are the responsibility of the shipper when returning any item(s).
All item(s) entering a foreign country are subject to customs inspection and assessment of the duties and taxes in accordance with that country's national laws which CHARLESKEITH.COM is unable to determine.
Should preferred refund method not be indicated during the return process, you will be refunded by way of original payment method.
Should there be any dispute on the refund amount for any return or exchange, Refund will be based on merchandise value on the invoice.
Our returns and exchanges policy does not cover products used in a manner or for a purpose not reasonably contemplated by CHARLESKEITH.COM, or previously modified in a manner not authorised by CHARLESKEITH.COM.
CHARLES & KEITH makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.
CHARLES & KEITH's decisions on returns and exchanges are final.
TERMS & CONDITIONS FOR STORE CREDIT
Store credit is applicable only for online purchases at CHARLESKEITH.COM.
Store credit is valid for 3 months from the date of issue.
Store credit is not applicable for use in any of the CHARLES & KEITH retail stores or departmental stores.
Store credit may be used to offset the value of new purchases made online at CHARLESKEITH.COM. Normal shipping charges will apply for the subsequent orders purchased using store credit.
Store credit cannot be redeemed for cash and are non-refundable and non-exchangeable. They cannot be used for purchase of any gift vouchers.
Store credit will be directly credited into your CHARLESKEITH.COM online account and can be used immediately upon receipt.
Store credit is tagged to your CHARLESKEITH.COM online account and is non-transferable.
Shipping charges, duties, and taxes are applicable on any merchandise redeemed with CHARLESKEITH.COM store credit. Any unused value can be used in your future purchases. Multiple payment modes cannot be utilised within an order when sufficient store credit balance is available.
Purchase amounts that exceed the value of the store credit will require payment via credit card or PayPal for the balance due.