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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 30 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?

Please note that if your order consists of multiple items, you may receive separate packages that are delivered on different days. This could be due to various factors such as different warehouse locations or availability of the items. To get more information about your order, we recommend logging in to your account and checking your purchase history or visiting the order status page. These sections should provide you with detailed information about the status of each item in your order as well as expected delivery dates. If you have any other concerns or questions regarding the delivery of your order, you may wish to contact our Customer Service Team.

How do I know if my order is shipped from Singapore or International warehouse?

Before making your purchase, under the shopping bag page and the check-out page you will be able to find information about where the product is being shipped from. All products are shipped from Singapore unless stated otherwise.

For items that are shipped out from our international warehouse, please log in to your account and check under the My Purchase History page or the Order Status page for more information.

Why is express delivery not an option for certain products?

Please note that the express delivery option is only available for products shipped from Singapore. Preorder products and products shipped from the International warehouse will not be applicable for express delivery. All products are shipped from Singapore other stated otherwise.

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 an online return?

Our return policy is only applicable for any item(s) purchased online and delivered in Singapore, within 30 days of receiving your order.

If you have opted for guest checkout, please request for an online return here.
To learn more about Returns & Exchanges, please click here.

You have two return options:

Using a Physical Return Form and returning the item to one of our physical stores*
POPstation Return**

*Returns are available for free at all our stores, except for those located inside Changi Airport Terminals 1, 2, 3 and 4.
**$5.90 label and shipping fee to be borne by you.
For further details, please refer to our Return & Exchange Policy.

How do I track my order?

To check your order status, sign in to your account and refer to My Purchases & Returns under My Account. Your order status is reflected next to your order number.

If you have opted for guest checkout, you can check your order status here. Alternatively, please refer to the tracking number found in your shipment confirmation email. Key this number into the online tracking system of the designated courier company to keep track of your shipment.

To enjoy a smooth shopping experience, we recommend that you create an account to enjoy faster checkout, a one-stop view of your current order status and past purchases, as well as the ability to save your favourite items to a personalised wish list.

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

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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Free Standard Delivery On all orders with min. spend*

Free Returns Within 30 days of order

Qualify for Gold Membership Min. spend of S$250