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HOW TO SHOP

To place an order, simply:

•  Sign in to your account
•  Shop for the items you are interested in by categories, price, colour and size
•  Add the items to your Shopping Bag
•  Proceed to checkout
•  Enter your billing and shipping addresses
•  Select payment mode
•  Review and confirm your order
•  Make your payment
•  You will receive an email confirmation

After you place your order, you will receive a confirmation email from CHARLESKEITH.COM within 15 minutes to inform you that your order has been received. If you did not receive a confirmation email after 15 minutes (please ensure that the email is not sent to your junk folder), this means that we have not received your order and no payment has been received by CHARLESKEITH.COM. You are then required to place a new order. To check if your order has been placed, sign in to your account and click on 'My Orders' under 'My Account'. Please contact us at customers@charleskeith.com for further assistance.

Please check the invoice that was included in your package. If there is any missing item(s), please contact customers@charleskeith.com.

To view on your order information and history, sign in to your account and click on 'My Orders' under 'My Account'. Click on the 'View Order' button that corresponds to your order number. If you have opted for guest checkout, you may view your order information via the confirmation email sent to you. Please contact us at customers@charleskeith.com for further assistance.

To check on your order status, sign in to your account and click on 'My Orders' under 'My Account'. Your order status is reflected next to your order number. If you wish to know more about the order status, please click here. Once you have received the shipment confirmation email, you may track your shipment with the tracking number indicated via the online tracking system of the designated courier company.
We regret to inform you that you will not be able to view your order status if you opt for guest checkout. However, you may track your shipment via the online tracking system of the designated courier company once you have received the shipment confirmation email. Please contact us at customers@charleskeith.com for further assistance.

To track your order, sign in to your account and click on 'My Orders' under 'My Account'.

Click on the ‘View Order’ button that corresponds to your order number, and select ‘Shipment’ to view your tracking number. Alternatively, you may refer to the tracking number in the shipment confirmation email. Thereafter, you may refer to the ‘Shipped By’ field to identify the designated courier company and visit the respective online tracking system of the designated courier company.

SHIPPED BY    

TRACKING NUMBER    

<URL of designated courier company>     

<Tracking Number>    


Next, enter your Tracking Number into the relevant field to track your order. Kindly note that it may take up to 24-48 hours for tracking information to be updated on the online tracking system of the designated courier company.

No, we are unable to amend an order once it has been placed. This includes changing the size/colour of item(s), removing or adding item(s), changing the billing or shipping addresses, and payment mode or delivery mode.

Unfortunately we are unable to cancel an order once it has been placed. We do our best to ensure fast delivery and it would be advisable to check your order before placing it.

A cancelled order will be recorded in your order history when you make a cancellation. Simply sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View Order’ button that corresponds to your cancelled order number, and select Reorder. The items in your cancelled order will be added back to your shopping bag and you may opt to reorder the existing items or edit the contents in your shopping bag before you checkout. More information on cancellations can be found here. We regret to inform you that you will not be able cancel your order if you have opted for guest checkout.

If you are paying via Credit/Debit Card and cancelled your order before entering your Credit/Debit Card details, a cancelled order will be recorded. Simply sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View Order’ button that corresponds to your cancelled order number, and select Reorder. The items in your cancelled order will be added back to your shopping bag and you may opt to reorder the existing items or edit the contents in your shopping bag before you checkout. Note that you have not been charged for the cancelled order. We regret to inform you that you will not be able cancel your order if you have opted for guest checkout.

Your payment may be refunded via Store Credit or your original payment mode. Please note that it may take 2 to 5 business days for your store credit to be updated. For refund via your original payment mode, please allow up to 30 business days* for payment to be refunded and note that processing time may vary for different issuing banks. Once your refund is processed, you will receive a notification email.

Placing an item in your shopping cart does not guarantee that the item is reserved for you. To ensure that the item(s) is reserved, you are required to complete the checkout process.

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

Kindly capture 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.

HOW TO SHOP
 


 
How do I place an order?
To place an order, simply:
 
  • Sign in to your account
  • Shop for the items you are interested in by categories, price, colour and size
  • Add the items to your Shopping Bag
  • Proceed to checkout
  • Enter your billing and shipping addresses
  • Select payment mode
  • Review and confirm your order
  • Make your payment
  • You will receive an email confirmation
  •  


How will I know if CHARLESKEITH.COM has received my order?
After you place your order, you will receive a confirmation email from CHARLESKEITH.COM within 15 minutes to inform you that your order has been received.
If you did not receive a confirmation email after 15 minutes (please ensure that the email is not sent to your junk folder), this means that we have not received your order and no payment has been received by CHARLESKEITH.COM. You are then required to place a new order. To check if your order has been placed, sign in to your account and click on ‘My Orders’ under ‘My Account’. Please contact us at customers@charleskeith.com for further assistance.

There’s a missing item in my order, what should I do?
Please check the invoice that was included in your package. If there is any missing item(s), please contact customers@charleskeith.com.

How can I view my order information and history?
To view on your order information and history, sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View Order’ button that corresponds to your order number. If you have opted for guest checkout, you may view your order information via the confirmation email sent to you. Please contact us at customers@charleskeith.com for further assistance.

How do I check my order status?
To check on your order status, sign in to your account and click on ‘My Orders’ under ‘My Account’. Your order status is reflected next to your order number. If you wish to know more about the order status, please click here
We regret to inform you that you will not be able view your order status if you opt for guest checkout. Please contact us at customers@charleskeith.com for further assistance.

How do I track my order?
To track your order, sign in to your account and click on ‘My Orders’ under ‘My Account’.
Click on the ‘View Order’ button that corresponds to your order number, and select ‘Shipment’ to view your tracking number. Alternatively, you may refer to the tracking number in the shipment confirmation email. Thereafter, you may refer to the ‘Shipped By’ field to identify the designated courier company and visit the respective online tracking system of the designated courier company.

   Shipped By    Tracking Number
   URL of designated courier company    12345678

Next, enter your Tracking Number into the relevant field to track your order. Kindly note that it may take up to 24-48 hours for tracking information to be updated on the online tracking system of the designated courier company.

Can I amend my order?
No, we are unable to amend an order once it has been placed. This includes changing the size/colour of item(s), removing or adding item(s), changing the billing or shipping addresses, and payment mode or delivery mode.

Can I cancel my order?
Unfortunately we are unable to cancel an order once it has been placed. We do our best to ensure fast delivery and it would be advisable to check your order before placing it.
 
I cancelled my order but I would like to add the item(s) from the cancelled order back into my shopping bag and make a new order, what should I do?
 A cancelled order will be recorded in your order history when you make a cancellation. Simply sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View Order’ button that corresponds to your cancelled order number, and select Reorder. The items in your cancelled order will be added back to your shopping bag and you may opt to reorder the existing items or edit the contents in your shopping bag before you checkout. More information on cancellations can be found here. We regret to inform you that you will not be able cancel your order if you have opted for guest checkout.

I cancelled my order before entering my Credit/Debit Card details and found that my shopping bag was empty. I would like to add the item(s) back into my shopping bag and make a new order, what should I do?
If you are paying via Credit/Debit Card and cancelled your order before entering your Credit/Debit Card details, a cancelled order will be recorded. Simply sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View Order’ button that corresponds to your cancelled order number, and select Reorder. The items in your cancelled order will be added back to your shopping bag and you may opt to reorder the existing items or edit the contents in your shopping bag before you checkout. Note that you have not been charged for the cancelled order. We regret to inform you that you will not be able cancel your order if you have opted for guest checkout.
 
If my order was cancelled due to online security checks or stock availability, how will my payment be refunded?
Your payment may be refunded via Store Credit or your original payment mode. Please note that it may take 2 to 5 business days for your store credit to be updated. For refund via your original payment mode, please allow up to 30 business days* for payment to be refunded and note that processing time may vary for different issuing banks. Once your refund is processed, you will receive a notification email.

When I place an item to my shopping bag, is the item placed under my reservation?
Placing an item in your shopping cart does not guarantee that the item is reserved for you. To ensure that the item(s) is reserved, you are required to complete the checkout process.

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

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

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NEED HELP? GET IN TOUCH WITH US
 
 
+65 6488 2688 (Operating Hours)