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TOP FREQUENTLY ASKED QUESTIONS

How do I track my order status without an account?

You can check your order status here by keying in your order number and email address. Otherwise, please refer to your shipment confirmation email for your tracking number.

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

How do I raise a return request without an account?

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.

Why is my order partially delivered?

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.

Where is my order shipped from?

Most items purchased from our official website are shipped from overseas warehouses to Taiwan.

In line with Taiwanese government regulations, all imported goods require EZ WAY real-name authentication to complete customs clearance.

More about EZ WAY: LINK

Convenience Store Pick-Up

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, our logistics provider will contact you within 1 to 3 working days via email with instructions on how to proceed with convenience store pick-up.

When will my refund be processed?

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.

How do I make a return?

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.

How do I track my order?

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.

Can I amend or cancel my order?

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

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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