TOP FREQUENTLY ASKED QUESTIONS

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

 

For further assistance, please contact us at customers.kr@charleskeith.com or on Kakao Talk Channel - Charles & Keith.

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

 

[KENDALL SQUARE (MEARSK) CHARLES & KEITH]
2F, 120, Deokpyeong-ro, Baegam-myeon, Cheoin-gu, Yongin-si, Gyeonggi-do

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. Key this number into the online tracking system of the designated courier company to keep track of your shipment.

 

To enjoy a smooth shopping experience, we recommend that you create an account to enjoy faster checkout, a one-stop view of your current order status and past purchases, as well as the ability to save your favourite items to a personalised wish list.

 

For further assistance, please contact us at customers.kr@charleskeith.com or on Kakao Talk Channel - Charles & Keith.

Paid orders can be canceled directly through your account within the day of order. Go to "My Order" after logging into your account to initiate the cancellation process. For non-members, go to "Check Order Status" to cancel your order.

 

Once you have successfully canceled your order, a refund will be processed through your original payment method. This refund may take up to 2 to 3 working days to appear in your account. Upon completion of the refund, a confirmation email will be sent to the email address registered on your account.

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.