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SHIPPING & TRACKING
SHIPPING
What are the available delivery
options and rates?
BUSINESS AS USUAL AT CHARLESKEITH.COM
Should you have any questions, please contact our Customer Service team
during our opening hours.
We currently offer two delivery options in Taiwan that include duties
and taxes and with order tracking services.
Delivery Destination: Taiwan
Delivery options | Rates | Delivery time |
Standard
|
NT$160
Free for orders above NT$1,500 (Includes duties and taxes, with tracking) |
Orders will arrive within 4–6 working days*.
(Singapore/Taiwan Warehouse)
(Excluding Taiwan Public Holidays) Delivery takes 14-16 working days after shipment (Other overseas warehouses) |
Express
|
NT$600
Free for orders above NT$3,000 (Includes duties and taxes, with tracking) |
Orders will arrive within 2–4 working days*.
(Excluding Taiwan Public Holidays) |
CVS Pickup
|
NT$100
Free for orders above NT$1,500 (Includes duties and taxes, with tracking) |
Ready for collection in 6 - 8 working days. A text message will be sent to you once your order is ready for collection.
(Singapore Warehouse Only) *Excluding Taiwan Public Holidays |
Note: All items are shipped out of Singapore unless indicated
otherwise. Please note that expected delivery date may vary based on the
product's warehouse location. Find out more on the Shopping Bag page and
the Checkout
page (under the Item Details tab).
If your orders are being shipped from multiple locations, products may
arrive in separate packages and on different days.
* Working days refer to Monday to Friday, and do not include Public
Holidays in Singapore and Taiwan. Orders placed and confirmed by 0900
hours (GMT+8) will be processed on the same day, while orders placed and
confirmed
after 0900 (GMT+8) on Friday, Saturday or Sunday will be processed the
next working day.
*Please note that delivery may take longer during sale events.
Is EzWay real-name authentication
mandatory?
Yes. All Taiwanese citizens must complete real-name authentication as
part of customs regulation to ensure they receive their shipment.
Non-Taiwanese customers can complete their real-name authentication
using their passport number and a registered Taiwan mobile number.
Please note that name and mobile number
on the order must match the details in your EzWay account
(mobile number should start with 09).
How do I complete the authentication?
Follow these steps to complete your authentication now.
Step 1:
Open the EzWay app and click on “sign up” to start your registration
process
Step 2:
Review and agree with the terms and conditions
Step 3:
Fill up your personal particulars and make sure you include a cell phone
number that’s registered under your name.
Click on “next” to complete the process
Click on “next” to complete the process
Find out more on how to do real-name
authentication on the EzWay App.
Convenience Store Pick-Up
- All orders exceeding a total amount of NT$2,700, or consisting of 3 or more items are not eligible for the Convenience Store Pick-Up service. Convenience Store Pick-Up option will not be included in the delivery method at checkout page. Please note that the amount and quantity limits of orders may vary during specific promotional periods and for selected products. You can refer to official website for most updated information.
- Only orders shipped from Singapore are eligible for the Convenience Store Pick-Up option. If your order includes items shipped from other warehouses, you will not be able to select Convenience Store Pick-Up as your delivery method at check out page.
- Due to size restrictions for convenience store parcels, we recommend you to select Standard Delivery or Express Delivery when you order larger or multiple items, such as long boots or L-XXL sized bags. Please note If your parcel exceeds the convenience store's size and weight limits, customer service from logistics team will contact you and arrange for a home delivery.
- In the event the convenience store location you've selected suspends their pickup service (e.g., store closure or renovations), our customer service will contact you to change to an alternative convenience store location.
- If you opt for Convenience Store Pick-Up, the order will take about 6 to 8 business days to arrive. Please collect the order within 7 days from your selected convenience store. Any order not collected within 7 days will be returned, and a refund will be processed. We are unable to re-deliver your order once it has been returned and refunded. You may re-purchase the item, but stock availability and pricing may differ at the time of re-purchase.
- When placing an order, please ensure your full name matches your IC (foreigners should provide full name in English that matches IC). Bring your IC for identification when collecting your order at designated convenience store.
- Please do not fail your collection, we reserve the right to cancel your access to Convenience Store Pick-Up service.
《Pick-up Procedures》
- You will recieve a notification via SMS once your order arrives. Collection must be done within 7 days. If your order is not collected within the stipulated duration, it will be automatically returned and a refund will be processed.
- Please ensure the recipient's name matches the full name on IC when you placing an order online as identity verification is required during collection.
List of Public Holidays in Singapore
for 2024
DATE | HOLIDAY |
1 January* | New Year's Day |
10 - 12 February | Chinese New Year |
29 March | Good Friday |
10 April | Hari Raya Puasa |
1 May | Labour Day |
22 May | Vesak Day |
17 June | Hari Raya Haji |
9 August | Singapore National Day |
31 October | Deepavali |
25 December | Christmas Day |
Taiwan
Date | Holiday |
1 January | New Year's Day |
8 – 14 February | Chinese New Year |
28 February | 228 Peace Memorial Day |
4 – 5 April | Children's Day |
1 May | Labour Day |
10 June | Dragon Boat Festival |
17 September | Mid-Autumn Festival |
10 October | ROC National Day |
Does my order come with a guaranteed
delivery date?
Deliveries are made Monday through Friday, except for Saturday, Sunday
and Public Holidays.
CHARLESKEITH.COM is committed to
delivering your order at the soonest in compliance with the rules and
regulations of the authorities at the delivery
destination. Orders containing restricted materials might be denied
delivery due to a location's regulatory restrictions. Please check with
your local authorities on the relevant import regulations before placing
an order.
Please note that the expected delivery date/time is at our best
approximation and might be affected by conditions such as shipping
restrictions, payment authorisation, online security checks and stock
availability.
How can I check my order
status?
Once you’ve signed into your account, you can view your order status in
My
Purchases & Returns under My Account. Your order status is
reflected next to your order number.
If you opt for guest checkout, you will still be able to view your order status. However, we recommend
that you create an account to enjoy faster
checkout, one-stop viewing
of your current order status and past purchases, and to save your
favourite items in a personalised wish list.
For further assistance, please contact us at customers@charleskeith.com.
STATUS | DESCRIPTION |
In Progress | Your order is currently being processed. |
Shipped | Your order has been sent to the designated courier company. You will receive a notification email with a tracking number. |
Cancelled | Your order has been cancelled. |
Complete | Your order has been successfully received. |
How do I track my order?
To track your order, sign in to your account and view My
Purchases & Returns under My
Account. Locate the Track Your Order button that corresponds to
your order number, and you will be navigated to the online tracking
system of the designated courier company.
If you have opted for guest checkout, you can check your order status
here by keying in your order number
and email address. Alternatively, you can
click on the tracking number in your shipment
confirmation email for order status updates.
To enjoy a smooth shopping experience, we recommend that you create an
account to enjoy faster checkout, a one-stop view of your current order
status and past purchases, as well as the ability to save your favourite
items
to
a personalised wish list.
Please contact us at customers@charleskeith.com
or on live chat for further assistance.
I have not received my package,
what should I do?
If you did not receive your package by the expected delivery date,
please check on the shipment by tracking your order. To track your
order, sign in to your account and view My
Purchases & Returns under My Account. Locate the Track
Your Order button that corresponds to your order number, and
you
will be navigated to the online tracking system of the designated
courier company.
If you have opted for guest checkout, you will still receive a
tracking number in your shipment confirmation email.
For further assistance, please contact us at customers@charleskeith.com
or on live chat.
Can I change my shipping address
after my order has been dispatched?
Unfortunately, we are unable to redirect orders once your items
have been shipped. If the address provided is incorrect, the package
will be returned to us by the delivery agent or the unintended
recipient.
Please ensure you provide the correct shipping address. Check your
address carefully when placing an order and ensure you choose the
right location in the shipping address field (e.g. Austria vs.
Australia). To remove an
outdated or incorrect address from your account, sign in to your
account and edit/update your address in your Address Book.
If no one is available at the delivery address to receive the
package, the delivery agent will leave an “unable to deliver” note
at the location and it’s up to you to follow up and arrange for
another delivery date.
Please
note that any additional shipping charges for attempted delivery and
returning shipping charges will be borne by you.
How is a failed delivery
processed?
Most of our delivery agents make two attempts to deliver a parcel
and they may require a signature upon delivery of parcel. It is
generally up to the delivery agent’s discretion to determine whether
a signature is
required.
If the first round of delivery is unsuccessful, the agent will
contact the recipient using the given contact number to rearrange
for another delivery date. If the recipient fails to receive the
package after the two delivery
attempts, the package will be returned to CHARLES & KEITH.
Where does CHARLES & KEITH ship
to?
SITE | LOCATION |
CHARLESKEITH.COM | Australia, Bahrain, Cambodia, Canada, Hong Kong, India, Israel, Kuwait, Macau, Malaysia, Mexico, New Zealand, Oman, Panama, Philippines, Qatar, Singapore, South Africa, South Korea, Sri Lanka, Taiwan, United Arab Emirates, The United States of America. |
CHARLESKEITH.EU | Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland. |
CHARLESKEITH.CO.UK | United Kingdom |
CHARLESKEITH.CN | China |
CHARLESKEITH.JP | Japan |
CHARLESKEITH.CO.TH | Thailand |
CHARLESKEITH.CO.ID | Indonesia |
CHARLESKEITH.SA | Saudi Arabia |
CHARLESKEITH.VN | Vietnam |
My location is not on the list of
delivery destinations, can I still place my order?
Unfortunately, we do not deliver to locations that are not on the
list above.
How do I make sure I have selected
the correct site to shop on?
Please select your delivery destination from our site selector tool
located at the top left hand corner on our landing page. A location
with a shopping bag icon indicates that online shopping is available
there.
Are there any restricted areas you
do not ship to?
We accept deliveries to hotels. You will have to provide the room
number and local contact information. Deliveries will only be made
to the Hotel Reception, and you are required to inform the reception
of a pending
delivery. Once the order has been delivered to the reception it will
be considered as delivered. CHARLESKEITH.COM shall not be
held responsible for any
lost orders after goods have been accepted by reception.
We are unable to ship to any PO Box, military or protected areas.
Shipping charges for a failed attempted delivery to restricted areas
will be borne by you.
DUTIES & TAXES
Do I have to pay duties and
taxes?
CHARLESKEITH.COM will pay
“Additional Charges” for all orders shipped to: Australia, Hong
Kong, India, Macau, Malaysia, New Zealand, South Korea, Sri
Lanka, Taiwan and The United States of America. These “Additional
Charges” include, but are not limited to, handling charges imposed
by the carrier; customs handling charges; Goods and Services Tax;
and Value-added Tax. For
other markets, CHARLESKEITH.COM will pay
“Additional Charges” for Express Delivery orders only.
Please note that shipping and handling charges do not account as
“Additional Charges”.
All items entering a foreign location (outside of Singapore) may be
subjected to customs inspection and the assessment of taxes and
duties in accordance with local regulations. CHARLESKEITH.COM is not able
to determine these costs at checkout.
In the event that taxes and/or duties are incurred in any shipment
and where CHARLESKEITH.COM’s assigned
delivery agent pays such taxes and/or duties
on your behalf, you shall be liable to pay the tax and/or duties
amount to the delivery agent upon receipt of the shipment.
In the event that taxes and/or duties are incurred and if you
refuse to accept delivery of the shipment, you shall be responsible
for payment of all return charges, inclusive of any return taxes
and/or duties incurred.
These charges will be deducted from the initial payment before a
refund is issued. Any “Additional Charges” charged or collected by
external parties can’t be refunded in any form by CHARLESKEITH.COM. Please check
with your local authorities on your tax responsibilities and rights.
In the event you decide to return goods to CHARLESKEITH.COM , you shall
be responsible for all taxes and/or duties imposed by the customs
authorities.
Should the returned item(s) be deemed not to be in its original
condition, CHARLESKEITH.COM reserves all
rights to return the item to the sender at the
sender's cost.
Can I request for a tax
refund?
We do not accept tax refunds for purchases made at CHARLESKEITH.COM.