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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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7-Day Return Period
The 7-day return period begins on the day after your parcel is delivered and includes weekends and public holidays. Please submit your return request within this timeframe. -
Product Condition Requirements
Returned items must be in brand-new condition with original packaging, box, dust bag, tags and all other accompanying items.
Please note that the return period is not a trial period. If the product shows any signs of use or damage, or is returned with incomplete packaging, we reserve the right to reject the return. In such cases, the return shipping costs will be borne by the customer. -
Non-Returnable Items
For hygiene reasons, earrings and shoe care accessories are not eligible for return (except in cases of defects or incorrect shipment).
Special collections: Items from collaborative collections are not eligible for return or exchange. -
Gift Return Policy
If the remaining order total falls below the minimum spending threshold for the free gift after a return is processed, the gift must also be returned. If you choose to keep the gift, its retail value will be deducted from your refund. -
Pickup & Logistics
Home pickup will be scheduled by our system after your return request has been submitted. The collection process typically takes 1–2 weeks to complete. -
Refund Processing
All returned items will undergo a quality inspection. Once approved, your refund will be processed promptly.
If you have any questions regarding the return process, please feel free to contact our customer service team.
Retail: Please exchange your item(s) within 7 days, return service in retail stores is not available.
Online: Please submit a return request within 7 days of receiving your order and we will arrange a complimentary pick-up service.
If you have opted for guest checkout, please check and submit your return request here.
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 return process.
The return form is the packing list included in the package. Please mark it as “Return” and indicate the reason for the return. Place this document back into the package to help facilitate the return inspection process.
| Pick up Service | |||
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Free return within 7 days upon receipt of goods
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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/exchange and state the reason. |
You will receive an email within 1 to 2 days on your request status and to arrange for your return pick-up. |
Pack the item(s) and the Return & Exchange form into the original packaging |
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email. |
| Pick up Service |
|---|
|
Free return within 7 days upon receipt of goods
|
|
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. |
|
You will receive an email within 1 to 2 days on your request status and to arrange for your return pick-up. |
|
Pack the item(s) and the Return & Exchange form into the original packaging |
|
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email. |
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 |
Once your returned item(s) arrive at our warehouse, they will undergo a quality check to ensure compliance with our return policy. This process may take up to 3 working days.
After approval, please allow up to 14 working days for the refund to be processed by your payment service provider. You will receive an email from us once your refund has been issued.
During peak periods, refunds may take up to 21 working days to process.
The exact time for the refund to be credited to your original payment method will depend on your card-issuing bank’s processing speed. If you have not received the funds after the stipulated timeframe, please contact your card-issuing bank for further assistance.
Refunds will be based on the merchandise value reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if the return is due to a wrong or defective item.
We seek your understanding should there be any delays caused by special events (e.g. online sales).
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.
