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What forms of payment can I use?
We accept payment via MasterCard, Visa, American Express, PayPal, Bitcoin, Ethereum, and Tether.
What currencies do you accept?
We accept Australian dollar, Bahraini dinar, Canadian dollar, Euro, Swiss Franc, Hong Kong SAR dollar, Indian Rupee, Indonesian Rupiah, Kuwait Dinar, Oman Rial, Malaysian Ringgit, New Taiwan dollar, New Zealand dollar, Pound Sterling, Qatari Riyal, South Korean Won, Sri Lankan Rupee, Thai Baht, United Arab Emirates Dirham, United States dollar, and Singapore dollar.
You will be charged in the default currency of the destination you have chosen to ship your order to (i.e. your delivery destination). For instance, if you live in the United States, but your delivery destination is Singapore, you will be charged in Singapore dollars (SGD). Similarly, if you live in Singapore but your delivery destination is Australia, you will be charged in Australian dollars (AUD).
Will CHARLESKEITH.COM store my payment information?
CHARLESKEITH.COM does not store any customer's credit/debit card information. When you pay by credit/debit card, all credit/debit card information is directly transacted in a secure fashion to CyberSource or PayPal, our payment gateway providers.
What is 3-D Secure payment?
3-D Secure is an XML-based protocol used as an added layer of security for online credit and debit card transactions. It was developed by Visa to improve the security of internet payments and offered to customers as the Verified by Visa service. Services based on the protocol have also been adopted by MasterCard, under the name MasterCard Secure Code. 3-D Secure adds another authentication step for online payments. 3-D Secure should not be confused with the Card Security Code (commonly known as CVV) which is a short numeric code that is printed at the back of the credit card.
What is CyberSource?
CyberSource, a wholly owned subsidiary of Visa Inc., is the only integrated payment management platform built on secure Visa infrastructure and is one of the leading providers for internet and mobile payment services. CyberSource provides its services to banks, corporations and e-businesses in the worldwide market. For credit card payments, you will be linked to CyberSource’s website, a secure site where all your credit card information will be stored.
Which are the digital currencies that will be eligible for payment at check-out?
We currently accept Bitcoin, Ethereum, and Tether.
Are refunds available for purchases that were paid with digital currencies?
Yes, refunds are available and will be issued in the same currency that was used to pay for the order. Please note that in the event of conversion rate fluctuations, your refunded amount remains the same although it may not be the exact quantity of coins that was used for the initial payment. The quantity of coins you receive will be converted according to the current currency rate and not the currency rate at the time of order placement.
Why is there a second step needed to authorise my payment?
All payments made via debit cards will have two records, authorisation and settlement. Authorisation refers to funds held by the bank, and settlement refers to the process where the merchant has captured the fund that was on hold previously. Please note that you are only charged once although there are two separate records of authorisation and settlement. Please check with your bank for further clarification.
My payment has been declined, what should I do?
Please try again and make sure you’re including the correct information for login details, card number, expiry date, etc. If the problem persists, contact your issuing bank or try an alternative mode of payment. For further assistance, please contact us at email@example.com or on live chat.
Why are there extra charges reflected on my credit card bill?
Your issuing bank may impose small administrative charges for overseas usage. Please contact your bank for further information.
Why do I see double records on my online bank statement for my purchase?
All payments made using a debit card will result in two records: authorisation and settlement. You will see both records reflected on your online bank statement. Authorisation refers to funds held by the bank while the payment is in the process of being approved or declined. Settlement refers to the actual payment (i.e the merchant has captured the fund that was on hold previously). Please note that although there are two records, there is only one single charge. For further clarification, please speak to your bank.
How do I remove a card that I have saved in my account?
Go to Overview under My Account. Then select My Saved Card and you can delete the credit or debit card that you have saved there.
How do I remove a PayPal Account that I have saved in my CHARLES & KEITH account?