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TOP 4 FREQUENTLY ASKED QUESTIONS

How do I make an online return?

Our return policy is only applicable for any item(s) purchased online and delivered in Taiwan, within 14 days of receiving your order. Items purchased in physical stores are not eligible for returns.

You have three return options:

Using S.F. Express drop off points
Using a Physical Return Form and choosing your preferred shipment method
Using an Online Physical Return Form (for members only)

For further details, please refer to our Return & Exchange Policy.

How do I track my order?

To check on your order status, sign in to your account and refer to My Purchases and Returns under My Account. Your order status is reflected next to your order number. Please note that you will not be able to view your order status if you opt for guest checkout.

In your shipment confirmation email you will receive a tracking number. Use this number in the online tracking system of the designated courier company to keep track of your shipment. This is also applicable for those who have opted for guest checkout.

Please contact us at customers@charleskeith.com or on live chat for further assistance.

Can I amend or cancel my order?

For international orders, we are only able to amend the billing/shipping address

You will not be able to amend the size/colour of the item(s); remove or add item(s); or change the payment mode

If you placed an order using your account, you are allowed to cancel it within 30 minutes after placing the order. To cancel an order, sign in to your account, go to My Account and then to My Purchases & Returns. You will see a Cancel Order button next to your order. The Cancel Order button will be automatically removed after 30 minutes.

Why do I see double records on my online bank statement for my purchase?

All payments made using a debit card will result in two records: authorisation and settlement. You will see both records reflected on your online bank statement. Authorisation refers to funds held by the bank while the payment is in the process of being approved or declined. Settlement refers to the actual payment (i.e the merchant has captured the fund that was on hold previously). Please note that although there are two records, there is only one single charge. For further clarification, please speak to your bank.

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