SHIPPING & TRACKING

Download the EZWAY app, complete the registration, and finish real-name authentication.

When your shipment is declared for customs clearance, you will receive a notification via the EZWAY app.

Select “Declaration Match” in the EZWAY app to complete customs clearance and proceed with delivery within Taiwan.

EZWAY is a real-name authentication app launched by the Customs Administration of Taiwan’s Ministry of Finance. Recipients simply need to link their mobile number and ID number, then authorise notifications through the app to complete the customs clearance process quickly and securely.

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).

Parcels are typically shipped from Mondays to Fridays, excluding weekends and public holidays.

The expected delivery date and time are our best estimates, and most orders arrive as scheduled. However, delivery may be affected by unforeseen circumstances such as failed payment authorisation, random online security checks, inclement weather or stock availability. Please note that delivery times may be longer during sale events.

To check your order status, sign in to your account and go to My Orders. The status will be displayed next to the corresponding order number.

If you checked out as a guest, you can check your order status here. We recommend creating an account with us to enjoy faster checkout, easy access to your order status and history, and a personalised wish list.

To track your order, sign in to your account and go to My Orders. Locate the corresponding order number and click the ‘View Order Status’ button to see your order’s progress.

If you checked out as a guest, you can check your order status here. Simply enter your order number and email address. Alternatively, click on the tracking number in your shipment confirmation email for 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.

If your package has not arrived by the expected delivery date, please check the shipment updates on your order status page. To track your order, sign in to your account and go to My Orders. Locate the corresponding order number and click the ‘View Order Status’ button to see its progress.

If you checked out as a guest, click on the tracking number in your shipment confirmation email to view the latest updates.

Changes to the delivery address cannot be made once an order has been dispatched. If the delivery address is incorrect, please contact our customer service team for assistance.

Before placing your order, ensure all details are accurate at checkout, including the correct country and location (e.g. Taiwan). To remove or update an outdated address, sign in to your account and edit your details under Saved Addresses.

If the first delivery attempt is unsuccessful, the delivery agent will contact you via your registered contact number to schedule a second delivery attempt.

If the second attempt is also unsuccessful, your parcel will be returned to CHARLES & KEITH and a refund will be issued to you.

Please note that the refund will cover the merchandise value only. Any shipping or handling fees incurred during the return process will be deducted from the total refund amount.

Unfortunately, we do not deliver to locations that are not on the list above.

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.

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.

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.

We do not accept tax refunds for purchases made at CHARLESKEITH.COM.