If your order was made and delivered to countries in the EU*, please click here.
Please ensure that the item(s) is in original condition, original packaging and with the original tags and tickets attached. All merchandise must be returned in the original selling condition. Returns that do not meet our policy will not be accepted and will be returned to you at your cost. A final inspection will be done to ensure that it is in its original condition, followed by processing your return.
In the interests of hygiene, we do not accept returns of, or refunds on earrings unless it is defective or a wrong item sent.
We recommend that you opt for a shipment method that enables tracking. Note that CHARLES & KEITH will not be responsible for the loss of the returned parcel.
Our return policy is only applicable to item(s) purchased online and delivered in New Zealand, within 30 days from receiving your order. Kindly note that you will have to bear the shipping cost for returns.
Option 1: Physical Return / Exchange Form
Complete and return the physical Return / Exchange Form that comes with your parcel.
Option 2: Log into your account
Follow the steps below:
For returns due to wrong item(s) sent or defective item(s), a pick-up service will be arranged. Submit your request using the Online Return / Exchange Form by logging into your account 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 CHARLES & KEITH.
For returns due to other reasons other than wrong item(s) sent or defective item(s), a pick-up service can be arranged. Submit your request using the Online Return / Exchange Form by logging into your account 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 you and the pick-up service charges will be deducted from your refund amount.
Option 4: Send us an email
If you are unable to retrieve your Return / Exchange Form, kindly contact us at firstname.lastname@example.org with the email subject: Return Request – Your Order Number, to process your returns or exchanges. Our customer service team will assist you with the return process.
Our exchange policy is only applicable to wrong item(s) sent or defective item(s) received in your online order within 30 days from receiving your order.
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, refunding via store credit, refunding via the original payment method, or any other methods at the discretion of CHARLESKEITH.COM.
Alternatively, you may contact us at email@example.com with the email subject: Exchange Request – Your Order Number, to process your request for exchanges. Our customer service team will assist you with the return process.
Our refund policy is only applicable to successful returns. When completing the physical or online Return / Exchange Form, you may choose to be refunded via store credit or via your original payment method. Refunds will be based on the merchandise value on your invoice, excluding shipping and handling charges from your initial order.
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.
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: CHARLESKEITH.COM (RETURNS)
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 accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.
All risks in shipping the item(s) to CHARLES & KEITH shall be borne by you. CHARLES & KEITH shall not be responsible for any loss or damage to the item(s) which is being returned to us.
Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
CHARLES & KEITH shall not be responsible for damage to item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.
Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by CHARLES & KEITH, or if the item(s) has been modified in a manner not authorised by CHARLES & KEITH.
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.
All Returns are at all times governed by Singapore law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Singapore courts.
CHARLES & KEITH's decisions on Returns are final.
TERMS & CONDITIONS FOR STORE CREDIT
Store credit is solely applicable for online purchases at CHARLESKEITH.COM. Store credit is not applicable for use in any of the CHARLES & KEITH retail stores.
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 is valid for 3 months from the date of issue.
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 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.