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TOP FREQUENTLY ASKED QUESTIONS
How do I track my order status without an account?
How do I raise a return request without an account?
Why is my order partially delivered?
Please note that if your order consists of multiple items, you may receive separate packages that are delivered on different days. This could be due to various factors such as different warehouse locations or availability of the items. To get more information about your order, we recommend logging in to your account and checking your purchase history or visiting the order status page. These sections should provide you with detailed information about the status of each item in your order as well as expected delivery dates. If you have any other concerns or questions regarding the delivery of your order, you may wish to contact our Customer Service Team.
How do I know if my order is shipped from Singapore or International warehouse?
Before making your purchase, under the shopping bag page and the check-out page you will be able to find information about where the product is being shipped from. All products are shipped from Singapore unless stated otherwise.
Why is express delivery not an option for certain products?
Please note that the express delivery option is only available for products shipped from Singapore. Preorder products and products shipped from the International warehouse will not be applicable for express delivery. All products are shipped from Singapore other stated otherwise.
When will my refund be processed?
Please allow up to 7 working days for your refund to be credited back to your account after you have received the refund confirmation email. If you do not receive your refund after 7 working days, please contact your payment processor directly for further information. The refund will be issued by CHARLESKEITH.COM to your original payment method.
How do I make an online return?
Our return policy is only applicable for any item(s) purchased online and delivered in New Zealand, within 30 days of receiving your order.
If you have opted for guest checkout, please request for an online return here.
To learn more about Returns & Exchanges, please click here.
You have three return options:
- Using a Physical Return Form and posting the item via your preferred shipping method*
- Using an Online Physical Return Form (for members only)*
- Opting for pick-up service**
*Shipping charges will be borne by you
**Free of charge if we sent you the wrong item or the item is defective
For further details, please refer to our Return & Exchange Policy.
How do I track my order?
To check your order status, sign in to your account and refer to My Purchases & Returns under My Account. Your order status is reflected next to your order number.
If you have opted for guest checkout, you can check your order status here. Alternatively, please refer to the tracking number found in your shipment confirmation email. Key this number into the online tracking system of the designated courier company to keep track of your shipment.
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.
For further assistance, please contact us at email@example.com or on live chat.
Can I amend or cancel my order?
You will not be able to amend the size/colour of the item(s); remove or add item(s); change the payment mode; or cancel once your order has been processed.
Please contact us at firstname.lastname@example.org or on live chat for further assistance
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.