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RETURNS & EXCHANGES
You may return your CHARLES & KEITH item(s) within 30 days of receiving your order.
Please ensure that all item(s) are in their original condition, with the original packaging, tags and tickets attached.
In the interest of hygiene, we do not accept returns on earrings and foot care accessories unless they are incorrect or defective.
A final inspection will be conducted to ensure that all returned items meet our return criteria before processing. Returns that do not comply with our policy will not be accepted and will be sent back to you at your own cost.
If you are returning an item that came with a free Gift With Purchase (GWP), and the value of your order falls below the qualifying amount after the return, the redeemed GWP must also be returned. If the GWP is not returned, a charge equivalent to its market value will apply.
All return shipping costs will be borne by the customer.
There are three ways to return an online order:
- Return in store – free of charge
- POPStation return – a $5.90 fee applies
- SPX home pick-up – a $5.90 fee applies
Please refer to the instructions below for each option.
| RETURN IN-STORE |
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Free of charge
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Returns are available at all CHARLES & KEITH stores, except those located inside Changi Airport Terminals 1, 2, 3 and 4. Please bring the following when returning your item(s):
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| ONLINE POPSTATION RETURN | ||||
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A $5.90 return fee will be automatically deducted
from your refund.
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Step 1 Log in to CHARLESKEITH.COM. Go to My Orders and view the details of the order you'd like to return. Click the “Submit A Return Request” button and select a reason for return, along with your preferred return method. |
Step 2 Submit a form here. Choose “Online Store” under store type, and “Returns & Exchange” under category. Indicate “POPstation” in the message template. Once submitted, we will send you your POPStation return code and label via email. |
Step 3 Pack the item(s) along with the completed Return & Exchange form (attached to the invoice included in the original parcel) into the original packaging. Attach the return label to the parcel. |
Step 4 Drop off the parcel at your nearest POPstation using the return code we provided. |
Step 5 You will receive an email notification once your parcel has been received. Further information will be provided afterwards. |
| SPX HOME PICK-UP | |||
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A $5.90 return fee will be automatically deducted
from your refund.
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Step 1 Log in to CHARLESKEITH.COM. Go to My Orders and view the details of the order you'd like to return. Click the “Submit A Return Request” button and select a reason for return, along with your preferred return method. |
Step 2 Submit a form here. Choose “Online Store” under store type, and “Returns & Exchange” under category. Indicate “SPX Home Pickup” in the message template.
Please also include the following details in the
message:
All pick-ups take place between 3pm and 8pm, and the pick-up time cannot be customised. |
Step 3 Once submitted, we will send you your SPX return label via email. Pack the item(s) along with the completed Return & Exchange Form (attached to the invoice included in the original parcel) into the original packaging. Attach the return label to the parcel, and our courier will pick it up from your doorstep. |
Step 4 You will receive an email notification once your parcel has been received. Further information will be provided afterwards. |
Only online orders delivered within Singapore are eligible for returns. Returns must be made within 30 days of receiving your order. Please note that CHARLES & KEITH will not be responsible for any lost returned parcels.
In-store purchases are not eligible for online returns. Please return your item(s) at the original store of purchase, subject to in-store return policies.
You can expect to receive your refund within 14 working days* after we have received your return parcel. If the refund has not been credited into your account after this timeframe, please contact your payment services provider directly.
Refunds are made based on the value of the merchandise as reflected on your invoice. Refunds will be issued by CHARLESKEITH.COM to your original payment method.
We seek your understanding for any delays that may occur during peak shopping periods.
*Working days exclude weekends and public holidays.
| Option 1: Exchange In Store |
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Bring your printed invoice or the completed Return & Exchange form, along with the item(s) in their original condition (with tags and packaging intact), to your nearest CHARLES & KEITH store. Our staff will be happy to assist you with the exchange process. Please note that exchanges are subject to in-store stock availability. |
| Option 2: Return & Reorder |
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Alternatively, you may choose to return your order via POPStation or SPX Home Pick-Up and place a new order for the item in the correct size or style. Exchanges must be made within 30 days from date of purchase and are subject to stock availability. CHARLESKEITH.COM reserves the right to process exchanges through an item of similar value, a refund via your original payment method, or another method at our discretion. In the interest of hygiene, we do not accept returns and exchanges for earrings unless they are defective. |
Sign in to your account and go to My Orders. Select the order that contains your return item(s). On the Order Details page, click Check Return Status (located under the date of purchase).
Return status legend:
| Created | Your return request has been received. |
| Pending | Your return is being processed. |
| Completed | Your refund has been issued. |
| Rejected | Your return request has been denied. |
For a smoother tracking experience and many other benefits, we recommend creating an account with us.
If you received an incorrect or defective item(s), please submit a form here. Under Store Type, select Online Store, then choose Returns & Exchange as your category.
Fill in your order number and contact number, and indicate whether the issue relates to an incorrect item or a defect in the message box. Remember to upload a photo of the incorrect or defective item by attaching it to the form.
Our customer service team will contact you to assist you with the return process.
- 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 any 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 policy 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.