NEED HELP? GET IN TOUCH WITH US
What is online security fraud screening?
Why should I send you my personal information?
CHARLESKEITH.COM takes your security seriously and has established an online security process that was developed in line with industry best practices. This security process is necessary to protect the interest of credit cardholders whose accounts may have been compromised, and CHARLESKEITH.COM as the e-commerce merchant.
What should I take note of when sending my personal information?
For your security, CHARLESKEITH.COM advises that you never send anyone your full credit card number. We strongly recommend you divulge only the first 6 and the last 4 digits.
In the event where you submit a document with your full credit card number, CHARLESKEITH.COM will not be held responsible for any arising complications
Will my personal information be kept confidential?
Will I receive an online security email every time I place an order at CHARLESKEITH.COM?
Online security verification is ideally done for one-time verification purpose only. To ensure you do not experience any delay in receiving your order due to online security checks, we recommend you use the same credit card for future purchases.
What should I do if I receive an online security email from you?
Please contact the Customer Service team as instructed in the email and provide the necessary documents as advised. Once your documents have been verified as valid, you will have to make a new order which will be processed at the soonest date.
What if I fail to respond to your email within the given period, will my order still be processed?
Failure to respond to the online security verification email within the given timeline will result in an automatic order cancellation.
What should I take note of as an internet user and online shopper?
CHARLESKEITH.COM takes a number of steps to ensure our website is safe for use, free from malicious activity and that the transactions performed are secure.
All the information you key into CHARLESKEITH.COM is protected by Secure Sockets Layer Technology (SSL). SSL encrypts your order information before it is transmitted to us to avoid anyone besides CHARLESKEITH.COM from decoding your information.
We strongly advise all users to take the necessary steps to ensure your safety and security when using CHARLESKEITH.COM. Some measures we recommend include:
- Avoid using a public computer or terminal to sign in to your account
- Keep your passwords private. Create a password that can’t be easily guessed
- Change your password frequently. Avoid using the same password for multiple logins
- Avoid saving your password in the browser
- Clear your browser history – cookies, caches and saved passwords – every time after using the browser
- Be vigilant of emails and telephone calls allegedly from CHARLESKEITH.COM requesting you to update your account
In the event that you suspect you have received an unsolicited email or telephone call from us, please call +(65) 6488 2688 or email us at email@example.com to verify that it is indeed from us.
Where are authentic CHARLES & KEITH products available?
Authentic CHARLES & KEITH products are sold exclusively:
- In physical CHARLES & KEITH stores
- Online at charleskeith.com, charleskeith.cn, charleskeith.jp, charleskeith.co.uk, charleskeith.eu, charleskeith.co.th and charleskeith.co.id
- On official third-party channels at JD, Tmall Shoes, Tmall Bags, Red @ CHARLES & KEITH官方旗舰店, Naver, GS Shop, Hyundai Hmall, The Hyundai, and 6thstreet.com
To find an official physical store near you, enter your location in the store locator.
We do not sell our products on any other channels, such as unauthorised retail locations, unauthorised 3rd party platforms, social media platforms or through Internet auctions. Products purchased through these unauthorised platforms could be counterfeit thereby may be lacking in quality, hazardous to health and deprive you of the full customer experience.
Do fake CHARLES & KEITH websites and social media platforms exist?
Yes they do. These sites and platforms may imitate the aesthetics of the official CHARLES & KEITH websites, or imply that they are associated with CHARLES & KEITH.
These sites and platforms may use pictures, photographs and/or text from our official sites to create an impression of legitimacy. The CHARLES & KEITH product may also be offered at a discount. However, you may receive a counterfeit or even receive nothing in the end. These sites and platforms may also insert malware into your device, and/or misappropriate your personal information, such as your name, address or your credit card details.
These are our authorised social media platforms:
- Facebook Official
- Facebook Indonesia
- Facebook Japan
- Facebook Thailand
- Facebook GCC
- Facebook Philippines
- Facebook Taiwan
- Facebook Hong Kong, Macau
- Facebook India
- Facebook UK & EU
- Facebook Malta
- WeChat China, CharlesKeithOfficial
- Red China, CHARLES & KEITH
How can I identify a fake CHARLES & KEITH website or social media platform?
Counterfeiters often deliberately select certain domain names or social media usernames to mislead you into believing the products promoted on the website or social media platform are authentic.
For example, the domain names of fake CHARLES & KEITH websites usually contain the words “CHARLESKEITH”, or appear slightly varied for example, omission of certain letters or switching the positions of the letters. These fake websites are usually accompanied with words like bag, vip, sale, shop, outlet, official.
CHARLES & KEITH anti-counterfeiting efforts
We protect and enforce our intellectual property rights rigorously. We cooperate with law enforcement agencies, government bodies, customs authorities and third party platforms to stop the manufacture, shipment and sales of counterfeit CHARLES & KEITH products. We also work with domain name registrars to take down fraudulent websites.
How can I report suspected counterfeit products or fake websites?
You may contact us at firstname.lastname@example.org to report any suspected counterfeit products or fake websites.
Please provide us with as much information as possible, including:
- Number of products offered
- Type/style of products offered