TOP FREQUENTLY ASKED QUESTIONS

You can submit your return request here within 14 days of receiving your order. For further assistance, please contact us at customers@charleskeith.com or on live chat.

If your orders are being shipped from multiple locations, they may arrive in separate packages and on different days base on the warehouse location. You can sign in to My Account and refer to My Purchases & Returns for more information about the delivery status and expected delivery dates. Please contact us at customers@charleskeith.com or on live chat for further assistance.

All orders are shipped out of Singapore unless indicated otherwise. Please note that expected delivery date may vary based on the warehouse location. Please go to Shopping Bag page and Checkout page (under the Item Details tab) to find out where your items will be shipped. After your order is confirmed, you may log in to My Account to view the delivery information on Order Status page under My Purchases & Returns.

Please note that the Express Delivery is only available for orders shipped from Singapore. Pre-order items and items that are shipped from our International warehouse will not be applicable for Express Delivery.

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. Please do not fail your collection, we reserve the right to cancel your access to Convenience Store Pick-Up service.

 

《Pick-up Procedures》

1. 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.
2. 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.

Please allow up to 7 working days for your refund to be credited back to your account after you have received the refund confirmation email. If you do not receive your refund after 7 working days, please contact your payment processor directly for further information. The refund will be issued by CHARLESKEITH.COM to your original payment method.

Online: Please submit a return request within 14 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.

 

Retail: Please exchange your item(s) within 7 days, return service in retail stores is not available.

To check 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.

 

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.

 

If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.

 

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

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.