SHIPPING

How long will it take for me to receive my order?
All items purchased from CHARLESKEITH.COM will be shipped from Singapore. For international orders, the Economical Delivery timeframe is within 10-16 business days, 6-10 business days for Standard Delivery and 3-6 business days for Express Delivery. Please note that the expected delivery date is at our best approximation and will vary with circumstances such as shipping restrictions, customs clearance, payment authorization, online security checks and stock availability. Different shipment modes may be available for each delivery destination. For more information, please click here.
 
 
Where does CHARLES & KEITH ship to?
CHARLES & KEITH ships to the following destinations:
Australia, Bahrain, Belgium, Cambodia, Canada, China*, Denmark, Finland, France, Germany, Hong Kong, India, Indonesia, Ireland, Israel, Italy, Japan* , Kuwait, Macau, Malaysia, Mexico, Netherlands, New Zealand, Norway, Oman, Panama, Qatar, Portugal, Singapore, South Africa, South Korea, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, United Arab Emirates, United States of America, Vietnam.
 
*All orders purchased from CHARLESKEITH.COM are shipped from Singapore, except for official online stores available for these countries. Orders are accepted and shipped via CHARLESKEITH.CN for China; and CHARLESKEITH.JP for Japan.

My country is not in the list of delivery destinations, can I still place my order?
Unfortunately, we do not deliver to countries that are not included in the above list. However, you may register your interest and you will be the first to be informed when online shopping is made available in your country.

How can I ensure that I have selected the correct site to shop on?
Please select your delivery destination from the list on our Landing page or click on our site selector tool at the top left of the page to ensure you are shopping from the site which ships to your country. A country with a shopping bag icon indicates that online shopping is available for that delivery destination.

How much are the shipping rates?
Delivery and processing fees are calculated based on flat-rate shipping rates according to your mode of delivery. More information on shipping charges can be found in Shipping Rates & Delivery Modes.

Can I change my shipping address after my order has been dispatched?
Unfortunately, we are unable to redirect orders once your items have been shipped. Therefore, please ensure you provide the correct shipping address.

DELIVERY TIME AND RESTRICTIONS

Is there a guaranteed date which I can receive my order on time?
We are unable to guarantee a delivery date. Please note that the expected delivery date/time is at our best approximation and will vary with circumstances such as shipping restrictions, payment authorization, online security checks and stock availability.

Orders placed and confirmed by 0900 (GMT+8) will be processed on the same day, while orders placed and confirmed after 0900 (GMT+8) on Friday, Saturday or Sunday will be processed on the next business day.
Deliveries are made Monday through Sunday, except for Public Holidays.

Business days refer to Mondays to Fridays, which do not include Saturdays, Sundays, and Public Holidays.

List of Public Holidays in Singapore for 2016

1 January New Year's Day
8 – 9 February Chinese New Year
25 March Good Friday
1 - 2 May Labor Day
21 May Vesak Day
6 July Hari Raya Puasa
9 August Singapore National Day
12 September Hari Raya Haji
29 October Deepavali
25-26 December Christmas Day


I have yet to receive my package, what should I do?
If you did not receive your package after the expected delivery date, kindly track your order to check on the shipment. Alternatively, you may do so by entering the tracking number indicated in the shipment confirmation email into the online tracking system of the designated courier company. If you have opted for guest checkout, you may track your order via the online tracking system of the designated courier company. Please contact us at customers@charleskeith.com for further assistance.

Are there any restricted areas?
Please note that do not ship orders to any PO Box, military and protected areas. Delivery charges for failed attempted delivery to such restricted areas will be borne by you.

Please note that we are unable to publish all the restrictive measures imposed by your country of delivery as this is dependent on your country’s customs and restrictions.

Before making any purchase, we encourage you to check with your local customs on their regulations. You might want to ask about the restriction on:
  • Any limit on the quantity to import the items
  • Any limit on the value to import the items
  • Restrictions to the material that you are interested to purchaseTax and duties you need to incur for importing the items
  • Tax and duties you need to incur for importing the items

If for some reason, there are any items that cannot be exported from Singapore and/or imported into your choice of delivery destination, you might still be able to checkout and pay for the items to be delivered. In such cases, the shipper bears the responsibilities to ship the items due to non-delivery e.g. shipping charges incurred to and fro for sending to the intended delivery destination, and for the intended delivery destination to return the goods to CHARLESKEITH.COM will be borne by the buyer.

What happens if an incorrect address is provided for the delivery?
If the address provided is incorrect or outdated, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the country in the provided shipping address field (e.g. Austria vs. Australia). To remove an outdated or incorrect address from your account, please sign in to your account and click on ‘Overview’, and edit/update your addresses in your Address Book.
If no one is available at the delivery address to receive the products, the delivery agent will leave an “unable to deliver” note at the address and the recipient should follow the instructions on that note to arrange redelivery of the products. You will be responsible to pay for the shipping charges for attempted delivery and the returned shipping charges.

How is a failed delivery processed?
Most of our delivery agents make two attempts to deliver a parcel and they may require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. The delivery agents will attempt to contact the recipient at the given contact number to rearrange a delivery. If the recipient failed to receive the package after the delivery agent’s delivery attempts, the package will be returned to us.

DUTIES & TAXES


Do I have to pay duties and taxes?
CHARLESKEITH.COM will pay for all Additional Charges for orders shipped to:
Australia, France, Hong Kong, India, Macau, Malaysia, New Zealand, South Korea, Spain, Sri Lanka, Taiwan, United Kingdom, United States of America and Vietnam.

For Economical and Standard Delivery, all additional charges including but not limited to any handling charges imposed by the carrier, customs handling charges, Goods and Services Tax and Value-added Tax (“Additional Charges”) shall be your responsibility unless otherwise stated.

For Express Delivery, all Additional Charges will be the responsibility of CHARLESKEITH.COM.

Please note that shipping and handling charges do not account for all Additional Charges.
All items entering a foreign country (outside of Singapore) may be subject to customs inspection and the assessment of taxes and duties in accordance with local regulations. CHARLESKEITH.COM is not able to determine these costs at checkout.

Any Additional Charges charged or collected by external parties cannot be refunded in any form by CHARLESKEITH.COM. Please check with your local authorities on your tax responsibilities and rights.

In the event that taxes and/or duties are incurred and if you refuse to accept delivery of the shipment, you shall be responsible for payment of all return charges, inclusive of any return taxes and/or duties incurred. These charges will be deducted from the initial payment before a refund will be issued.

In the event that taxes and/or duties are incurred in any shipment and where CHARLESKEITH.COM’s assigned delivery agent pays such taxes and/or duties on your behalf, you shall be liable to pay the tax and/or duties amount to the delivery agent upon receipt of the shipment.

The sender shall be responsible for all taxes and/or duties imposed by the customs authorities for any returns of goods to CHARLESKEITH.COM. Should the returned item(s) be deemed not to be in its original condition, CHARLESKEITH.COM reserves all rights to return the item to the sender at the sender's cost.

Can I request for tax refund?
We do not accept tax refund for purchases made at CHARLESKEITH.COM.