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TOP 6 FREQUENTLY ASKED QUESTIONS

How do I make an online return?

Due to the COVID-19 pandemic, our return policy has been extended from 30 to 60 days for online orders placed between 1 March and 18 June 2020. For online orders made from 19 June 2020, the return policy remains at 30 days.

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. Please note that you will not be able to view your order status if you opt for guest checkout.

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. This is also applicable for those who have opted for guest checkout.

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

Can I amend or cancel my order?

For orders placed in Singapore, we are able to amend the billing/shipping address and shipping method. For international orders, we are only able to amend the billing/shipping address.

You will not be able to amend the size/colour of the item(s); remove or add item(s); or change the payment mode

Once your order has been placed successfully, you will not be able to cancel it.

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

GIFTING OPTIONS

1. What sizes do the gift boxes come in?
A: Gift boxes are available in sizes medium, and large. Refer to our size guide for measurements.

2. How do I purchase a gift box?
A: Gift boxes are only available for purchase at the shopping bag page. You must checkout an item first to qualify for a gift box purchase.

3. Will my items be pre-packed inside the gift box?
A: Depending on how it is shipped, your items may not be pre-packed inside the gift box. Instead, the gift box may come flat-packed within your order.

4. Can I return the gift box?
A: Gift boxes are not eligible for return or exchange.

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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