TOP FREQUENTLY ASKED QUESTIONS

You can submit your return request here within 7 days of receiving your order.

For further assistance, please contact us at customers@charleskeith.com or on live chat.

The convenience store pick-up option is currently not available at the time of ordering on our official website, but you can still enjoy this service.

After completing your order and receiving the confirmation email, contact customer service and provide the information of the FamilyMart store you would like to select, and we will assist with the subsequent arrangements.

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 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.

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.

You will not be able to amend the size/colour of the item(s), remove or add item(s), change the payment method, or cancel the order once it has been processed. However, you may cancel your order* within 1 hour of placing it using our self-cancellation option, and then place a new order with your preferred changes.

For guests: Track your order and initiate self-cancellation here.
For members: Go to My Orders under My Account and select the order you wish to cancel to complete the self-cancellation.

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

*Kindly note that gift card is not applicable for cancellation

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.