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RETURNS & EXCHANGES
 
We want you to love your CHARLES & KEITH purchase. Try them in the comfort of your home and if you are dissatisfied with the item(s), return it within 30 days from receiving your order.

  • Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached
  • In the interests of hygiene, we do not accept returns or refunds on earrings unless they defective or the wrong item was sent
  • Personalised item(s) cannot be returned or exchanged, unless it is defective
  • A final inspection will be done to ensure all items are in their original condition before processing your returns
  • Returns that do not meet our policy will not be accepted and will be returned to you at your cost
  • In case you return an order enjoying a free Gift With Purchase (GWP) and the value of the order after returns falls below the GWP qualifying amount, the redeemed GWP must be returned. If the GWP is not returned, you will incur charges based on the market value of the GWP.

How do I make an online return?

Our return policy is only applicable to any item(s) purchased online and delivered in Singapore, within 30 days of receiving your order.

Items purchased in physical stores are not eligible for returns.

For Option 1 and 2, all returns and exchanges are to be shipped to the address below:

 CHARLESKEITH.COM (RETURNS DEPT)
 CHARLES & KEITH Group Headquarters
 6 Tai Seng Link, Level 1 (via cargo bay)
 Singapore 534101

We recommend you opt for a shipment method that enables tracking. CHARLES & KEITH will not be responsible for the loss of a returned parcel.

If you didn’t receive a Return & Exchange Form or if your item(s) is defective or wrong, email us at customers@charleskeith.com with the subject title: Return Request – Your Order Number. Our customer service team will assist you with the returns process.

OPTION 1
USING PHYSICAL RETURN & EXCHANGE FORM
Free of charge
Complete the physical Return & Exchange form that came with your parcel and return it together with the parcel

STEP 1

Fill in the Return & Exchange form provided in your order.

STEP 2

Pack the item(s) and the Return & Exchange form into the original packaging and paste the Ezylabel provided in your order onto your parcel.

STEP 3

Drop off your parcel at your nearest POPStation. To track your parcel, visit www.speed-post.com.sg and enter the RNCKS number found on the Ezylabel.

STEP 4

You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
OPTION 2
USING ONLINE RETURN & EXCHANGE FORM
Free of charge
Do not fill in the online return form if you wish to return your item(s) in store.
Return your item via your CHARLES & KEITH account.

STEP 1

Log in to CHARLESKEITH.COM and view your order. Under My Orders, select the item(s) you wish to return/exchange and state the reason.

STEP 2

You will be contacted within 1 to 2 days via email on your request status and on further instructions before sending out your parcel

STEP 3

Pack the item(s) into the original packaging and paste the Return Address sticker (provided in the Returns & Exchange Guide) onto your parcel.

STEP 4

You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
OPTION 3
RETURN IN-STORE
Free of charge
Returns are available at the following stores only: 313, Anchorpoint, Bedok Mall, Causeway Point, City Link Mall, City Square Mall, IMM, Jurong East Mall, Jurong Point Shopping Center, Marina Square, MBS, NEX, Plaza Singapura, Raffles City Shopping Center, Suntec City Mall, Takashimaya S.C., Tampines, Vivocity and Waterway Point

Bring along your invoice or Return & Exchange Form, as well as the item(s) you wish to return to the selected stores to process your return.
 
 
How do I check on my return status?

To check on your return status, sign in to your account and head to My Account. Under Overview select My Returns. Your return status is reflected next to your Returns Request number.

Pending Your returns request has been received
Authorised Your returns request has been authorised
Partially Authorised Your returns request has been partially authorised
Return Received We have received the returned item(s)
Processed and Closed Your returns request has been resolved
Closed Your returns request has been denied


When will I receive my refund?

Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to 2 working days.

After the return has been approved, it takes up to 14 working days for the refund to be made to your payment services provider. Once we have processed your refund, you will receive a confirmation email from us.

Please allow up to 7 working days for your account to be credited. If you do not receive your refund after 7 working days, please contact your payment processor directly for further information.

Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if all the items from the order are returned successfully.

We seek your understanding with delays to your refund caused by special events (e.g. online sales).


How do I make an exchange?

  1. Exchanges are only allowed for items bought in Singapore.
  2. You can exchange your purchases within 30 days of receiving your order or purchasing it in-store.
  3. In the interest of hygiene, we do not accept returns and exchanges of earrings unless they are defective.
  4. Exchanges are subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value; refunding you via your original payment method; or any other methods at the discretion of CHARLESKEITH.COM.
OPTION 1
VIA ONLINE STORE
For online exchanges, you are only allowed to exchange the same item in a different colour and/or size. Follow the returns procedure below and our customer service team will assist you with the process. A final inspection will be done to ensure the item(s) is in its original condition before processing your exchange.
USING PHYSICAL RETURN & EXCHANGE FORM

STEP 1

Fill in the Return & Exchange form provided in your order.

STEP 2

Pack the item(s) and the Return & Exchange form into the original packaging and paste the Ezylabel (provided in your order) onto your parcel.

STEP 3

Drop off your parcel at your nearest POPStation. To track your parcel, visit Speedpost and enter the RNCKS number from the Ezylabel.

STEP 4

You will be notified via email once your parcel reaches us.
Further instructions will be provided in the email.

STEP 5

We will ship the replacement item(s) to you and bear the shipping cost.
USING ONLINE RETURN & EXCHANGE FORM

STEP 1

Log in to CHARLESKEITH.COM and view your order. Under My Purchases and Returns, select the item(s) you wish to return/exchange and state the reason.

STEP 2

You will be contacted via email on your request status and to arrange for your free pick up.

STEP 3

Pack the item(s) into the original packaging and paste the Return Address sticker (provided on the Returns & Exchange Guide) onto your parcel.

STEP 4

You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.

STEP 5

We will ship the replacement item(s) to you and bear the shipping cost.
 
OPTION 2
VIA PHYSICAL STORE
Bring your printed invoice or the Return & Exchange form together with the item(s) in its original condition, original packaging, original tags, and tickets to the retail store.

STEP 1

Present your original invoice/receipt together with the item(s) at the retail store.

STEP 2

You will be entitled to an exchange of any item(s).
 
If you are exchanging an online-exclusive item(s) at a retail store, please note that it can only be exchanged with non-online exclusive items. This is also subject to stock availability at the retail store.

You will not receive any refund (e.g. cash vouchers) for items exchanged at physical stores. If you are exchanging your original item(s) for something of higher value, you will have to top up the difference in cash. There will be no refund if the value of the exchange item(s) is lower than the original item(s).

If you have any questions, email us at customers@charleskeith.com with the subject title: Exchange Request – Your Order Number, to process your returns or exchanges. Our customer service team will assist you with the process.


Terms & Conditions

  1. CHARLES & KEITH reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.
  2. All risks in shipping the item(s) to CHARLES & KEITH shall be borne by you. CHARLES & KEITH shall not be responsible for any loss or damage to the item(s) which is being returned to us.
  3. Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
  4. Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
  5. CHARLES & KEITH shall not be responsible for damage to item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.
  6. Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by CHARLES & KEITH, or if the item(s) has been modified in a manner not authorised by CHARLES & KEITH.
  7. CHARLES & KEITH makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.
  8. All Returns are at all times governed by Singapore law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Singapore courts.
  9. CHARLES & KEITH's decisions on Returns are final.
 
 

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