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SHIPPING & TRACKING

SHIPPING

What are the available delivery options and rates?

We currently offer the following delivery options in Singapore, with order tracking services.

Delivery Destination: Singapore

Mother's Day Delivery Cut-Off Dates:
For Standard Delivery, place your orders before 8 May 2024, 2359 (GMT +8) to receive them by 11 May 2024.

520 Delivery Cut-Off Dates:
For Standard Delivery, place your orders before 15 May 2024, 1600 (GMT +8) to receive them by 19 May 2024.

Delivery options	Rates	Delivery time
Economical	S$2.90 Free for orders above S$60	Orders will arrive within 1-2 working days* between 9am - 10pm Available timings are: 9am - 10pm
Standard	S$4.90 Free for orders above S$60	Delivery by 1-2 working days* with timeslot. Available timings are: 9am - 3pm 1pm - 8pm 4pm - 10pm
Express	S$9.90 For any orders	For orders placed before 2pm^, it will be delivered within the working day. For orders placed after 2pm, it will be delivered on the next working day. By 10pm daily.
Gift Card Delivery via Email	Gift Card will deliver to Email	Gift Card will deliver to Email
Click & Collect	Click & Collect (Free)	Ready for collection in 2 - 4 working days. An email notification will be sent to you once your order is ready for collection at the chosen store. Please collect your order within 5 days of receiving the notification.

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 Monday to Sunday, and do not include Public Holidays

^ Express Delivery is available from Monday to Sunday, and do not include Public Holidays

*Please note that delivery may take longer during sale events.

Does my order come with a guaranteed delivery date?

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.

List of Public Holidays in Singapore for 2024

DATE	HOLIDAY
1 January	New Year's Day
10 - 12 February	Chinese New Year
29 March	Good Friday
10 April	Hari Raya Puasa
1 May	Labour Day
22 May	Vesak Day
17 June	Hari Raya Haji
9 August	National Day
31 October	Deepavali
25 December	Christmas Day

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 customers@charleskeith.com.

STATUS	DESCRIPTION
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 customers@charleskeith.com 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 customers@charleskeith.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?

SITE	LOCATION
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.
CHARLESKEITH.CO.UK	United Kingdom
CHARLESKEITH.CN	China
CHARLESKEITH.JP	Japan
CHARLESKEITH.CO.TH	Thailand
CHARLESKEITH.CO.ID	Indonesia
CHARLESKEITH.SA	Saudi Arabia
CHARLESKEITH.VN	Vietnam

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. We are also unable to ship to the following locations in Singapore: Changi Airfreight Centre, Changi Airport, Jurong Island, Jurong Port, MINDEF COMCEN and PSA Terminal Wharves – Tanjong Pagar/Pasir Panjang/Sembawang. Shipping charges for a failed attempted delivery to restricted areas will be borne by you.

What is Click & Collect?

Click & Collect is a convenient way for you to collect your online orders at your preferred CHARLES & KEITH store location.

How does Click & Collect work?

Here are the steps to make a Click & Collect order:

Choose the ‘Click & Collect’ option
Select your preferred store* under ‘Collection Address’ on our checkout page when selecting your delivery method
Continue to payment and check out your order

You’ll receive an email when your order is ready for collection at the chosen store. Afterward, you can head down to the store within five days of the email to collect your order.

*Click & Collect is available in selected stores in Singapore.

Are there any extra fees associated with Click & Collect?

No, there are no extra fees or charges for Click & Collect orders.

How will I be notified when my Click & Collect order is ready for collection?

You will be notified via email when your Click & Collect order is ready for pickup at the chosen store.

Typically, it takes about 2 – 4 working days to ship your order to the selected store. Once your order is ready for collection, you will receive an email with the subject line 'Ready for Collection' to inform you that your order is available for pickup.

*Please note that delivery duration may be extended during our sale period.

What should I do if I did not receive the ‘Ready for Collection’ email?

Please contact us at customers@charleskeith.com or via live chat on our website for further assistance.

How do I collect my Click & Collect order?

When picking up your Click & Collect order, you are required to show your ‘Ready for Collection’ email to our staff at the counter of your chosen store. Alternatively, you can show our staff your purchase history in your online account.

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.

Can someone else pick up my Click & Collect order on my behalf?

Yes, you can have a representative pick up your Click & Collect order for you. They will need to present a copy of your 'Ready for Collection' email at the designated pickup location.

What is the collection period for my Click & Collect order?

Your order will be held for 5 days at the store from the date of your 'Ready for Collection' email. If you fail to collect your order within this period, it will be automatically returned to our system, and a refund will be issued to you. Please refer to our Returns & Exchanges Policy for further details.

Can I modify my Click & Collect pickup location after purchasing my item(s)?

Unfortunately, you will not be able to make changes to your Click & Collect order or pickup location after completing your purchase on our website.

Can I exchange or return my Click & Collect order after I collect it from my chosen store?

Yes, you can exchange or return your Click & Collect order after collecting it from your chosen store. Please approach our staff at the counter if you wish to make an exchange or return. For more detailed information, please refer to our Returns & Exchanges Policy.

DUTIES & TAXES

Do I have to pay duties and taxes?

For delivery within Singapore, the local sales tax (GST) is automatically applied to your order in accordance with Singapore’s tax regulations. You are not required to pay for any additional costs. There will be no hidden costs billed upon delivery.

Can I request for a tax refund?

We do not accept tax refunds for purchases made at CHARLESKEITH.COM.

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