TOP 5 FREQUENTLY ASKED QUESTIONS

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:

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

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

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.

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

 

Once your order has been placed successfully, you will not be able to cancel it.

 

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.