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RETURNS & EXCHANGES
If you are not completely satisfied with your item(s), you may return them free of charge within 7 days of receiving your order.
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Inspection Period Calculation:
The inspection period is 7 calendar days (including weekends and public holidays), starting from the day after the parcel is delivered. For example, if your order is delivered on April 1, the inspection period will end on April 8. -
Product Condition:
Returned items must be in brand-new condition with complete packaging (including the product, original box, dust bag, accessories and tags etc.). Please note that the inspection period is not a trial period. If the item shows signs of use, damage, or incomplete packaging, we reserve the right to decline the return. In such cases, the return shipping cost will be borne by the customer. -
Non-returnable Items:
For hygiene reasons, earrings and shoe care-related accessories are non-returnable unless they are defective or incorrectly delivered. Items from collaboration or limited-edition collections are also not eligible for return or exchange. -
Gift Return Policy:
If, after a return, the remaining order total no longer meets the minimum spending threshold required for a promotional gift, the gift must also be returned. If you choose to keep the gift, its retail value will be deducted from your refund amount. -
Return Methods:
Home Pickup: Pickup will be arranged via our system, and you will be contacted within approximately one week after submitting your return request.
In-store Return: You may bring the item(s) to the CHARLES & KEITH Dream Plaza store for in-store processing. -
Refund Processing:
All returned items will undergo a quality inspection. Once the return is confirmed to meet the return requirements, your refund will be processed promptly.
If you have any questions regarding the return process, please feel free to contact our customer service team at any time.
If you purchased in-store:
Please visit the original store within 7 days of purchase to complete an
exchange. Kindly note that returns are currently not supported for
in-store purchases.
If you purchased online:
Please submit a free return request via the official website within 7
days of receiving your order.
Online Return Process
Log in to your account and go to My
Orders. Select the item(s) you wish to return, indicate the
reason for return, and choose your preferred return method.
If you checked out as a guest, you may track your order status and
submit or review your return request through the Order Status page.
Return Methods
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Home Pickup
After submitting your return request, our logistics partner will contact you within 1 week to arrange a pickup.
| Pick up Service | |||
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Free return within 7 days of receiving your order
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Log in to CHARLESKEITH.COM and view your order. Under My Purchases and Returns, select the item(s) you wish to return or exchange and indicate the reason. |
You will receive an email within 1 to 2 working days regarding the status of your request and the arrangement for your return pick-up. |
Pack the item(s) and the Return & Exchange form in the original packaging |
You will be notified via email once we have received your parcel. Further instructions will be provided in the email. |
| Pick up Service |
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Free return within 7 days of receiving your order
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|
Log in to CHARLESKEITH.COM and view your order. Under My Purchases and Returns, select the item(s) you wish to return or exchange and indicate the reason. |
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You will receive an email within 1 to 2 working days regarding the status of your request and the arrangement for your return pick-up. |
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Pack the item(s) and the Return & Exchange form in the original packaging |
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You will be notified via email once we have received your parcel. Further instructions will be provided in the email. |
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In-store Return
Please bring the item(s), along with the delivery note, to the designated store for in-store processing.
Accepted store: Dream Plaza
| In-Store Return |
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Free return within 7 days of receiving your order
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Accepted Store: Dream Plaza
When visiting the store, please bring the following
items:
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| In-Store Return |
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Free return within 7 days of receiving your order
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Accepted Store: Dream Plaza
When visiting the store, please bring the following
items:
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To check your return status, sign in to your account and go to My Orders. View the details of the order you returned, then click the ‘Check Return Status’ link to see real-time updates.
We recommend creating an account with us to enjoy faster checkout, easy access to your order status and history, and a personalised wish list.
| Created | Your returns request has been received |
| Pending | Your returned item(s) are currently being processed |
| Completed | You have received a refund for your returns request |
| Rejected | Your returns request has been denied |
Refunds will be processed after the returned item(s) have passed inspection. Once approved, the refund will be issued to your original payment method within 14 business days. You will receive an email notification once the refund has been processed.
*Please note that during promotional periods on our official website (e.g., site-wide sales), refund processing may take slightly longer. In such cases, refunds will be completed within 21 business days.
The actual time required for the refund to be credited to your account will depend on your issuing bank’s processing timeline. If you have not received your refund within 7 business days after the refund has been completed, please contact your bank for further assistance.
The refund amount will be based on the item value stated on the receipt and will exclude shipping fees and any logistics surcharges (if applicable). However, in cases involving incorrect deliveries or defective items, the shipping fees and logistics surcharges (if any) will also be refunded.
Our exchange policy is only applicable to defective or wrong item(s) received in your online order and has to be made within 7 days from receiving your order. Email us at customers@charleskeith.com with the subject title: Exchange Request – Your Order Number. Our customer service team will assist you with the exchange process.
Beyond these reasons, if you wish to change your item(s):
- Submit a return request within 7 days of purchase via the returns procedure stated above
- Make a new order
Please note that an exchange is only allowed once per order for the same item and it is subject to stock availability and we reserve the right to do an exchange by way of giving you a refund via the original payment method, or any other methods at the discretion of CHARLES & KEITH.
- 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 any 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 policy 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 and Exchanges are at all times governed by Taiwan law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Taiwan courts.
- CHARLES & KEITH's decisions on Returns and Exchanges are final.
