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CHANGE YOUR LOCATION
RETURNS & EXCHANGES
 
We want you to love your CHARLES & KEITH purchase. Try them in the comfort of your home and if you are dissatisfied with the item(s), return it within 30 days from receiving your order.

  • Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached
  • In the interests of hygiene, we do not accept returns or refunds on earrings unless they defective or the wrong item was sent
  • A final inspection will be done to ensure all items are in their original condition before processing your returns
  • Returns that do not meet our policy will not be accepted and will be returned to you at your cost
  • If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP.

How do I make an online return?

Our return policy is only applicable to any item(s) purchased online and delivered in Macau, within 30 days of receiving your order.

All returns and exchanges are to be shipped to the address below:

 CHARLESKEITH.COM (RETURNS DEPT)
 CHARLES & KEITH Group Headquarters
 6 Tai Seng Link, Level 1 (via cargo bay)
 Singapore 534101

We recommend you opt for a shipment method that enables tracking. CHARLES & KEITH will not be responsible for the loss of a returned parcel.

If you didn’t receive a Return & Exchange Form or if your item(s) is defective or wrong, email us at customers@charleskeith.com with the subject title: Return Request – Your Order Number. Our customer service team will assist you with the returns process.

 
OPTION 1
VIA S.F. EXPRESS DROP OFF POINTS
Free of charge
Complete the physical Return & Exchange form and the Return Invoice that came with your parcel.
Return both forms together with the parcel to a S.F. Express counter.
You may drop off your return parcel at any of the S.F. Service Centers or S.F. Store Locations across Hong Kong

STEP 1

Fill in the Return & Exchange form and Return Invoice provided in your order.

STEP 2

Pack the item(s) and the Return & Exchange form into the original packaging.

STEP 3

Drop off your parcel and the Return Invoice at your nearest S.F. Express drop off point.

STEP 4

You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
OPTION 2
USING PHYSICAL RETURN & EXCHANGE FORM
Shipping charges will be borne by you
Complete the physical Return & Exchange form and the Return Invoice that came with your parcel.

STEP 1

Fill in the Return & Exchange form provided in your order.

STEP 2

Pack the item(s) and the Return & Exchange form into the original packaging and paste the Return Address sticker (provided in the Returns & Exchanges guide) onto your parcel.

STEP 3

Post the item(s) to us via your preferred shipment method.

STEP 4

You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
OPTION 3
USING ONLINE RETURN & EXCHANGE FORM
Shipping charges will be borne by you
Do not fill in the online return form if you wish to return your item(s) in store.
Return your item via your CHARLES & KEITH account.

STEP 1

Log in to CHARLESKEITH.COM and view your order. Under My Orders, select the item(s) you wish to return/exchange and state the reason.
You will receive an email within 1 to 2 days on your request status and given further instructions.

STEP 2

Pack the item(s) and the Return & Exchange form into the original packaging and paste the Return Address sticker (provided in the Returns & Exchanges guide) onto your parcel.

STEP 3

Post the item(s) to us via your preferred shipment method and email us the name of the shipping company used.

STEP 4

You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
OPTION 4
PICK-UP SERVICE
Free of charge for returns due to wrong or defective item(s)
For returns due to other reasons, shipping charges will be borne by you and deducted from your refund amount
Return your item via your CHARLES & KEITH account.

If you have checked out as a guest, kindly contact us at customers@charleskeith.com with the email subject: “Return Request – Your Order Number”, to process your returns or exchanges. Our customer service will assist you with your return process.

STEP 1

Log in to CHARLESKEITH.COM and view your order. Under My Orders, select the item(s) you wish to return/exchange and state the reason.

STEP 2

You will receive an email within 1 to 2 days on your request status and to arrange for your pick up.

STEP 3

Pack the item(s) and the Return & Exchange form into the original packaging.

STEP 4

You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
 
If you have checked out as a guest, kindly contact us at customers@charleskeith.com with the email subject:’Return Request – Your Order Number’, to process your returns or exchanges. Our customer service team will assist you with the return process.

How do I check on my return status?

To check on your return status, sign in to your account and head to My Account. Under Overview select My Returns. Your return status is reflected next to your Returns Request number.

Pending Your returns request has been received
Authorised Your returns request has been authorised
Partially Authorised Your returns request has been partially authorised
Return Received We have received the returned item(s)
Processed and Closed Your returns request has been resolved
Closed Your returns request has been denied


When will I receive my refund?

Once we receive your return item(s) in our warehouse in Singapore, it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to 2 working days.

After the return has been approved, it takes up to 14 working days for the refund to be made to your payment services provider. Once we have processed your refund, you will receive a confirmation email from us.

Please allow up to 7 working days for your account to be credited. If you do not receive your refund after 7 working days, please contact your payment processor directly for further information.

Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if the return is due to a defective or wrong item. The refund will be issued by CHARLESKEITH.COM to your original payment method.

We seek your understanding with delays to your refund caused by special events (e.g. online sales).


How do I make an exchange?

Our exchange policy is only applicable to defective or wrong item(s) received in your online order and has to be made within 30 days from receiving your order. Email us at customers@charleskeith.com with the subject title: Exchange Request – Your Order Number. Our customer service team will assist you with the returns process.

Beyond these reasons, if you wish to change your item(s):
  • Submit a return request within 30 days of purchase via the returns procedure stated above
  • Make a new order
Please note that an exchange is subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, giving you a refund via the original payment method, or any other methods at the discretion of CHARLESKEITH.COM.


Terms & Conditions

  1. CHARLES & KEITH reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.
  2. All risks in shipping the item(s) to CHARLES & KEITH shall be borne by you. CHARLES & KEITH shall not be responsible for any loss or damage to the item(s) which is being returned to us.
  3. Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
  4. Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
  5. CHARLES & KEITH shall not be responsible for damage to any item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.
  6. Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by CHARLES & KEITH, or if the item(s) has been modified in a manner not authorised by CHARLES & KEITH.
  7. CHARLES & KEITH makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.
  8. All Returns are at all times governed by Singapore law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Singapore courts.
  9. CHARLES & KEITH's decisions on Returns are final.
 
 

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