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TOP FREQUENTLY ASKED QUESTIONS

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.

For items that are shipped out from our international warehouse, please log in to your account and check under the My Purchase History page or the Order Status page for more information.

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?

You have three return options:

Using a Physical Return Form and dropping off your parcel at the nearest POPSTATION
Using an Online Return Form (for members only)
Returning it in-store. Please note that if you are returning your online purchase in-store, you are limited to a maximum of 5 items daily.

Note: Return pick up services will not be available from 6 April 2020 until further notice. Online orders can be returned in-store from 1 July onwards.

For further details, please refer to our Return & Exchange Policy.

How do I track my order?

To check on your order status, sign in to your account and refer to My Purchases and Returns under My Account. Your order status is reflected next to your order number.

In your shipment confirmation email you will receive a tracking number. Use this number in the online tracking system of the designated courier company to keep track of your shipment.

If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.

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.

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

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 customers@charleskeith.com 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.

The item I want is out of stock, what can I do?

Unless the item is an Online Exclusive, we can check its availability in our physical stores. Please contact us at customers@charleskeith.com or on live chat for further assistance.

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