HOW TO SHOP

Please check the invoice that was included in your package. If there is any missing item(s), contact us at customers@charleskeith.com or on live chat.

All orders will be fulfilled based on available stock. If a particular product in your order does not meet our quality checks or is out of stock, your order will be processed with the remaining item(s). Item(s) not included will be refunded accordingly.

To view your order information and history, sign in to your account and go to My Orders. Locate the order number you are looking for and click the “View Order Information” button.

If you checked out as a guest, go to Check Order Status to view your order information or submit a return request. You will find it at the bottom of our website, under the Need Help? section.

Once your order has been processed, you will not be able to amend the size/colour of the item(s), remove or add item(s), or change the payment method. However, you may cancel your order* within 1 hour of placing it using our self-cancellation option, and then place a new order with your preferred changes.

For guests: Track your order and initiate self-cancellation here.
For members: Go to My Orders under My Account and select the order you wish to cancel to complete the self-cancellation.

*Kindly note that gift card is not applicable for cancellation

Yes, you can cancel your order* within 1 hour of placing it using our self-cancellation feature. After this time frame, cancellations will no longer be possible.

For guests: Track your order and initiate self-cancellation here.
For members: Go to My Orders under My Account and select the order you wish to cancel to complete the self-cancellation.

*Kindly note that gift card is not applicable for cancellation

All orders, including cancelled ones, will be recorded in your order history. To reorder items from a cancelled purchase, sign in to your account and go to My Orders. View the details of your cancelled order to see the items and add them back to your shopping cart.

All items that you previously added into your shopping bag under your account will remain in your shopping bag until you have successfully placed the order or removed the item(s) from it.

If you cancelled your order but the payment was captured, you will be refunded via your original payment method. It may take up to 14 days for us to process your refund and send you a notification email. Once the refund has been processed, please allow up to 7 working days for it to reflect in your account.

If you have not received your refund after 7 working days, please contact your card-issuing bank or payment processor directly for assistance.

Placing an item in your shopping bag does not guarantee that the item has been reserved. Complete the checkout process to ensure you get your item(s).

If your order was not successfully placed, please check that the correct address, postal code and authentication code (if applicable) were used. Do note that periods (.) and commas (,) are the only recognised characters within the order fields.

Please provide a screenshot of the page where you experienced the error, or copy the error message and send it to customers@charleskeith.com for further assistance.