You are currently on the Singapore site.
If you are on a site that offers online shopping, please note that the contents in your shopping bag will be removed.
CHANGE YOUR LOCATION
We want you to love what you have purchased from us. Try on your purchases in the comfort of your own home and should you be dissatisfied with the item(s), you may return the item(s) to us within 30 days from receiving your order.

RETURNS & EXCHANGES FOR ONLINE PURCHASES
 
Please ensure that the item(s) is in original condition, original packaging and with the original tags and tickets attached. All merchandise must be returned in the original selling condition. Returns that do not meet our policy will not be accepted and will be returned to you at your cost. A final inspection will be done to ensure that it is in its original condition, followed by processing your return.

In the interests of hygiene, we do not accept returns of, or refunds on earrings unless it is defective or a wrong item sent.

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

Personalised items cannot be returned or exchanged, unless it is defective. For defective items, please kindly contact us at customers@charleskeith.com with the email subject: Return Request – Your Order Number, to process your returns or exchanges. Our customer service team will assist you with the return process.

RETURNS

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

Kindly follow the steps below to process returns for your items purchased online.

Option 1: Physical Return / Exchange Form
Complete and return the physical Return / Exchange Form that comes with your parcel together with the parcel.



Option 2: Log into your account
Follow the steps below:



Option 3: Return In Store
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 Bay Sands, Marina Square, NEX, Plaza Singapura, Raffles City Shopping Center, Suntec City Mall, Takashimaya S.C., Tampines, Vivocity and Waterway Point.

Simply bring along your invoice as well as the item(s) you wish to return to the selected stores for our team to process your return.

EXCHANGES

Our exchange policy is applicable to item(s) received in your online order within 30 days upon receiving your order.

In the interests of hygiene, we do not accept returns and exchanges of earrings unless they are defective.

Please note that an exchange is subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, giving you a refund via your original payment method; or any other methods at the discretion of CHARLESKEITH.COM.

Via Online Store
Follow the returns procedure below and our customer service team will assist you with the process.



Please note that an exchange is subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, giving you a refund via your original payment method; or any other methods at the discretion of CHARLESKEITH.COM.

A final inspection will be done to ensure that the item(s) is in its original condition, before processing your exchange.

Via Retail Store
Exchange item(s) purchased from CHARLESKEITH.COM at retail stores in Singapore, within 30 days from receiving your order. Kindly bring along your printed invoice with the items in its original condition, original packaging and with the original tags and tickets attached. Follow the steps below:



For the exchange of online exclusive items received in your order via retail stores, please note that they may only be exchanged with other non-online exclusive items and is subjected to stock availability at the retail store.

No other forms of refund (such as cash vouchers) will be given. If the value of the exchange item(s) is higher than the original item(s), you will be required 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 queries, kindly contact us at customers@charleskeith.com with the email subject: Exchange Request – Your Order Number, to process your returns or exchanges. Our customer service team will assist you with the process.

REFUNDS

Our refund policy is only applicable to successful returns. The refund will be issued by CHARLESKEITH.COM to your original payment method. Refunds will be based on the merchandise value on your invoice. Shipping and handling charges from your initial order will only be refunded if all item(s) from the order are successfully returned.

Returns via retail store: Please allow up to 14 business days after your return has been received by our store for your refund to be processed.

Online Returns via mail: Please allow up to 14 business days after your return has been received by our head office for your refund to be processed.

Once we have processed your refund, you will receive a confirmation email from us. Please allow up to 7 business days for your account to be credited. If you do not receive your refund after 7 days, please contact your payment processor directly for further information.

We hope to seek your understanding in refund delays caused by special events (such as online sales events).

RETURN STATUS

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

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

All returns and exchanges via the Online Store are to be shipped to the address below:

ATTENTION: CHARLESKEITH.COM (RETURNS DEPT) 
6 Tai Seng Link 
CHARLES & KEITH Group Headquarters Level 1, 
(via Cargo Bay)
534101 Singapore


TERMS AND CONDITIONS

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.
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.
Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
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.
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.
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.
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.
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.
CHARLES & KEITH's decisions on Returns are final.