TOP FREQUENTLY ASKED QUESTIONS

You can submit your return request here within 7 days of receiving your order.

For further assistance, please contact our Customer Service Team.

At CHARLES & KEITH, some products are shipped using overseas inventory rather than domestic stock.
For items delivered directly from overseas, the recipient’s Personal Customs Clearance Code (PCCC) must be entered on the checkout page before placing an order, in accordance with Korea Customs Service regulations.
Delivery for these items may take approximately 6–8 business days, and due to the nature of international shipping, exchanges are not available and only returns are accepted.

For more information regarding the Personal Customs Clearance Code, please refer to the Korea Customs Service website:
관세청 개인통관고유부호

Return
My Orders - View Order Details - Submit a Return Request
* For reasons such as defective, wrong item shipped, not as described or others, please contact us through Kakao Talk or the Contact Us form with the product image received.

Exchange

1. Contact the Customer Service team at Kakao Talk
2. Request via the Contact Us form on our website

* Only for shoe size exchange, you can exchange it for free once per order.
* For reasons such as defective, wrong item shipped, not as described or others, please contact us through Kakao Talk or the Contact Us form with the product image received.

How to return and exchange orders for non-members
You can "receive direct returns" by accessing the following route.
*Path: CUSTOMER CARE - Order Inquiry - My Order - View Order Details - Return Request

Please indicate the following information in your request.

• Order number:
• Product information to be returned:
• Product information to be delivered:
• Reason for exchange:
• Pickup method (selection of pickup request through the customer center or direct return):

KRW 6,000 will be charged for round-trip delivery for subsequent size exchanges of shoes and whenever you wish to exchange any item for another color.
(If the remaining order amount is over KRW 70,000 after partial return, only KRW 3,000 for one-way shipping will be deducted.)

You can obtain the item code from 'My Purchase History' or your order confirmation email. (Code starts with "CK" or "SL", e.g. CK1-12345678)

If you wish to schedule a return at an address that is different from the original shipping address, please indicate the new return address.

If you wish to return the item directly, please send it to the warehouse address as a prepaid. All orders from the online store must be returned to the warehouse regardless of the shipping address

To check on your order status, please follow the steps below.

Sign in → My Account → My Orders

If you have opted for guest checkout, you can check your order status here. Alternatively, please refer to the tracking number found in your shipment confirmation email.

For further assistance, please contact our Customer Service Team.

You may cancel your order before 23:59 on the same day it is placed.

Members can log into their accounts and go to My Orders to cancel. Non-members can cancel their orders directly through the 'Check Order Status' page.

The refund process may take up to 2-3 business days. Once the refund is completed, you will receive a confirmation email.

If all items have been shipped, the status of your order will change to "Shipped," and you can check the respective invoice numbers in the "My Order" section.

CHARLES & KEITH provides repair services in accordance with the brand policy outlined below.

• Eligible Items
  Repair services are available for products purchased from official CHARLES & KEITH online and offline stores in Korea.
  Please note that repair availability may be limited depending on the condition of the product, level of damage or deformation, and period of use.
• Repair Cost Policy
  Repair services are provided free of charge for manufacturing or material defects identified within 6 months from the date of purchase.
  However, repair services will be subject to a fee in the following cases:
  • The product is submitted after 6 months from the date of purchase
  • Damage determined to have occurred during wear or use even within 6 months of purchase
• How to Request a Repair
  If you want to request a repair, please contact us via the KakaoTalk Channel with the information below.
  We will advise on repair availability and the estimated repair cost.
  • Product photos
  • Date of purchase
  • Place of purchase (Online / Offline)

Kakao Channel URL : 찰스앤키스