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HOW TO SHOP

How will I know if CHARLESKEITH.COM has received my order?

You can check your order history in My Orders, and you can also check through the email sent after completing the order.

If you do not receive a confirmation email within 30 minutes or if you do not see your order history in My Orders, your order has not been received and payment has not been completed.

Please check your spam or junk for the order confirmation email and contact our customer service team if you require assistance.

Can I amend or cancel my order?

You can modify the shipping address or cancel the order before the ordered product is shipped.

If you wish to change the size, color, or quantity of your item or the payment method, please cancel and re-order again.

You can cancel the order only if you contact us by 10 a.m. the day after the order.
(Please [CONTACT US] or contact Kakao Talk [Plus Friend - Charles & Keith])

How do I add items back to my shopping bag after cancelling my order?

All orders, including cancelled orders, will be recorded in your purchase history. To reorder, sign in to your account, go to My Account and then to My Orders. Locate the View Order Details button that corresponds to your order. You can view the items you have cancelled and add them back to your shopping cart.

If I haven't completed the payment, is my item still in the shopping bag?

All items you have added to your shopping bag remain unless you complete the payment or delete the item.

My order was cancelled due to online security checks or stock availability, how will I be refunded?

If your order was cancelled and your payment was captured, you will be refunded via your original payment mode. Please allow up to 14 working days for payment to be refunded. Once your refund is processed, you will receive a notification email. After we have refunded you, it might take up to 7 working days or more to see it reflected in your account. This depends on your payment services provider. If you have not received your refund after 7 working days, contact your payment processor directly for assistance.

If I add an item to the shopping bag, is it automatically reserved?

Reservations cannot be made just because items are added to the shopping bag and there is a possibility that they may be sold out in case of limited quantities.

My order was unsuccessful, what should I do?

If your order was not successfully placed, please check that the correct address, postal code and authentication code (if applicable) were used. Do note that periods (.) and commas (,) are the only recognized characters within the order fields.

I received an error when placing my order, what should I do?

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