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SHIPPING & TRACKING
What are the available delivery options and rates?
We currently offer two delivery options in New Zealand, with order tracking services.
Delivery Destination: New Zealand
|Delivery options||Rates||Delivery time|
Free for orders above NZ$ 120
(includes duties and taxes, with tracking)
Orders will arrive within 5 - 6 working days*.
(includes duties and taxes, with tracking)
Orders will arrive within 2 - 5 working days*.
Note: All items are shipped out of Singapore unless indicated otherwise. Please note that expected delivery date may vary based on the product's warehouse location. Find out more on the Shopping Bag page and the Checkout page (under the Item Details tab).
If your orders are being shipped from multiple locations, products may arrive in separate packages and on different days.
*Working days refer to Mondays to Fridays, not including Saturdays, Sundays, and Public Holidays in Singapore. Orders placed and confirmed by 0900 hours (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 working day.
*Please note that delivery may take longer during sale events.
List of Public Holidays in Singapore for 2023
|1 January*||New Year's Day|
|22 - 23 January||Chinese New Year|
|7 April||Good Friday|
|22 April||Hari Raya Puasa|
|1 May||Labour Day|
|3 June||Vesak Day|
|29 June||Hari Raya Haji|
|9 August||Singapore National Day|
|25 December||Christmas Day|
Does my order come with a guaranteed delivery date?
Deliveries are made Monday through Friday, except for Saturday, Sunday and Public Holidays.
CHARLESKEITH.COM is committed to delivering your order at the soonest in compliance with the rules and regulations of the authorities at the delivery destination. Orders containing restricted materials might be denied delivery due to a location's regulatory restrictions. Please check with your local authorities on the relevant import regulations before placing an order.
Please note that the expected delivery date/time is at our best approximation and might be affected by conditions such as shipping restrictions, payment authorisation, online security checks and stock availability.
Please check with your local authorities on the relevant import regulations before placing an order. We shall not be held responsible for any delays in orders delivery due to actions by the authorities at the delivery destination.
Online Security Check is a preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings. We might request for additional information and documents for payment verification. In such situations, your order(s) might be delayed. We seek your kind understanding in the delay of the shipment as a result of online security checks.
How can I track my order status?
Once you’ve signed into your account, you can view your order status in My Purchases & Returns under My Account. Your order status is reflected next to your order number.
If you opt for guest checkout, you will still be able to view your order status. However, we recommend that you create an account to enjoy faster checkout, one-stop viewing of your current order status and past purchases, and to save your favourite items in a personalised wish list.
For further assistance, please contact us at email@example.com.
|In Progress||Your order is currently being processed.|
|Shipped||Your order has been sent to the designated courier company. You will receive a notification email with a tracking number.|
|Cancelled||Your order has been cancelled.|
|Complete||Your order has been successfully received.|
How do I track my order?
To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.
If you have opted for guest checkout, you can check your order status here by keying in your order number and email address. Alternatively, you can click on the tracking number in your shipment confirmation email for order status updates.
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.
Please contact us at firstname.lastname@example.org or on live chat for further assistance.
I have not received my package, what should I do?
If you did not receive your package by the expected delivery date, please check on the shipment by tracking your order. To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.
If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.
For further assistance, please contact us at email@example.com or on live chat.
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. If the address provided is incorrect, the package will be returned to us by the delivery agent or the unintended recipient.
Please ensure you provide the correct shipping address. Check your address carefully when placing an order and ensure you choose the right location in the shipping address field (e.g. Austria vs. Australia). To remove an outdated or incorrect address from your account, sign in to your account and edit/update your address in your Address Book.
If no one is available at the delivery address to receive the package, the delivery agent will leave an “unable to deliver” note at the location and it’s up to you to follow up and arrange for another delivery date. Please note that any additional shipping charges for attempted delivery and returning shipping charges will be borne by you.
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. If the first round of delivery is unsuccessful, the agent will contact the recipient using the given contact number to rearrange for another delivery date. If the recipient fails to receive the package after the two delivery attempts, the package will be returned to CHARLES & KEITH.
Where does CHARLES & KEITH ship to?
|CHARLESKEITH.COM||Australia, Bahrain, Cambodia, Canada, Hong Kong, India, Israel, Kuwait, Macau, Malaysia, Mexico, New Zealand, Oman, Panama, Philippines, Qatar, Singapore, South Africa, South Korea, Sri Lanka, Taiwan, United Arab Emirates, The United States of America.|
|CHARLESKEITH.EU||Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.|
My location is not on the list of delivery destinations, can I still place my order?
Unfortunately, we do not deliver to locations that are not on the list above.
How do I make sure I have selected the correct site to shop on?
Please select your delivery destination from our site selector tool located at the top left hand corner on our landing page. A location with a shopping bag icon indicates that online shopping is available there.
Are there any restricted areas you do not ship to?
We accept deliveries to hotels. You will have to provide the room number and local contact information. Deliveries will only be made to the Hotel Reception, and you are required to inform the reception of a pending delivery. Once the order has been delivered to the reception it will be considered as delivered. CHARLESKEITH.COM shall not be held responsible for any lost orders after goods have been accepted by reception.
We are unable to ship to any PO Box, military or protected areas. Delivery charges for failed attempted delivery to such restricted areas will be borne by you.
DUTIES & TAXES
Do I have to pay duties and taxes?
We will pay “Additional Charges” for all orders shipped to New Zealand.
These “Additional Charges” include, but are not limited to, handling charges imposed by the carrier; customs handling charges; Goods and Services Tax; and Value-added Tax.
Please note that shipping and handling charges do not account for all Additional Charges.
In case you return your item to us, you shall be responsible for all taxes and/or duties imposed by the customs authorities. Should the returned item(s) be deemed not to be in its original condition, we reserve all rights to return the item to you at your cost.
Can I request for a tax refund?