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SHIPPING & TRACKING

SHIPPING

Potential delivery delays.

Given the current situation surrounding the outbreak of COVID-19 in Europe, please be advised that some countries may experience order delays. We are still dispatching orders from our UK warehouse as normal, however orders may experience delays in certain countries where couriers are unable to make deliveries. Once your order has been shipped from our warehouse, you will receive a tracking link so you can see real-time, accurate updates from our couriers directly. Our Customer Service Team is available during normal opening hours to help with any questions.

What are the available delivery options and rates?

Some orders may require split shipment between Singapore and United Kingdom*, so you may receive two packages for one order. In this case, you will receive two emails confirming your shipment. Each email will contain a different order number. Use the tracking link sent to you after order confirmation to get real-time updates from our couriers directly.

Should you have any questions, please contact our Customer Service team during our opening hours.

Delivery Destination: Europe

Delivery options	Rates	Delivery time
Standard	CHF 25.00 (Inclusive duties and taxes, with tracking)	Within 6 - 10 Working Days*

For pre-order items, you will be notified via email when your order is ready to be shipped.

Note: All orders are currently shipped out of Singapore or United Kingdom.

*Orders placed and confirmed by 4pm (GMT) will be processed on the same day, while orders placed and confirmed after 4pm (GMT) on Friday, Saturday or Sunday will be processed on the next working day. Working days refer to Mondays to Fridays, not including Saturdays, Sundays, and Bank Holidays in United Kingdom.

*Please note that delivery may take longer during sale events.

* We are unable to ship to any European overseas countries and territories (Azores, Madeira, Canary Islands, French Guiana, Guadeloupe Martinique, Mayotte, La Réunion, Saint Martin). Delivery charges for failed attempted delivery to such restricted areas will be borne by you.

List of Bank Holidays in United Kingdom for 2023

DATE	HOLIDAY
2 January	New Year's Day
7 April	Good Friday
10 April	Easter Monday
1 May	Early May Bank Holiday
8 May	Bank holiday for the coronation of King Charles III
29 May	Spring Bank Holiday
28 August	Summer Bank Holiday
25 December	Christmas Day (substitute day)
26 December	Boxing Day (substitute day)

List of Public Holidays in Singapore for 2023

DATE	HOLIDAY
1 January*	New Year's Day
22 - 23 January	Chinese New Year
7 April	Good Friday
22 April	Hari Raya Puasa
1 May	Labour Day
3 June	Vesak Day
29 June	Hari Raya Haji
9 August	Singapore National Day
12 October*	Deepavali
25 December	Christmas Day

Does my order come with a guaranteed delivery date?

Deliveries are made Monday through Friday between 9am – 7pm (GMT), except for Saturday, Sunday and Bank Holidays in the United Kingdom.

CHARLESKEITH.CO.UK is committed to delivering your order at the soonest in compliance with the rules and regulations of the authorities at the delivery destination. Orders containing restricted materials might be denied delivery due to a location's regulatory restrictions. Please check with your local authorities on the relevant import regulations before placing an order.

For orders outside of United Kingdom, please note that the expected delivery date is at our best approximation and will vary with circumstances such as shipping restrictions, customs clearance, payment authorization, online security checks, and stock availability.

For pre-order items, you will be notified via email when your order is ready to be shipped. Cancellations may occur, subject to product availability. A full refund will be given in the event of cancellation.

Please check with your local authorities on the relevant import regulations before placing an order. We shall not be held responsible for any delays in orders delivery due to actions by the authorities at the delivery destination.

Online Security Check is a preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings. We might request for additional information and documents for payment verification. In such situations, your order(s) might be delayed. We seek your kind understanding in the delay of the shipment as a result of online security checks.

How can I track my order status?

Once you’ve signed into your account, you can view your order status in My Purchases & Returns under My Account. Your order status is reflected next to your order number.

If you opt for guest checkout, you will still be able to view your order status.

For further assistance, please contact us at customers@charleskeith.com.

STATUS	DESCRIPTION
In Progress	Your order is currently being processed.
Shipped	Your order has been sent to the designated courier company. You will receive a notification email with a tracking number.
Cancelled	Your order has been cancelled.
Complete	Your order has been successfully received.

How do I track my order?

To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.

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.

I have not received my package, what should I do?

If you did not receive your package by the expected delivery date, please check on the shipment by tracking your order. To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.

If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.

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

Can I change my shipping address after my order has been dispatched?

Unfortunately, we are unable to redirect orders once your items have been shipped. If the address provided is incorrect, the package will be returned to us by the delivery agent or the unintended recipient.

Please ensure you provide the correct shipping address. Check your address carefully when placing an order and ensure you choose the right location in the shipping address field (e.g. Austria vs. Australia). To remove an outdated or incorrect address from your account, sign in to your account and edit/update your address in your Address Book.

If no one is available at the delivery address to receive the package, the delivery agent will leave an “unable to deliver” note at the location and it’s up to you to follow up and arrange for another delivery date. Please note that any additional shipping charges for attempted delivery and returning shipping charges will be borne by you.

How is a failed delivery processed?

Most of our delivery agents make two attempts to deliver a parcel and they may require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. If the first round of delivery is unsuccessful, the agent will contact the recipient using the given contact number to rearrange for another delivery date. If the recipient fails to receive the package after the two delivery attempts, the package will be returned to CHARLES & KEITH.

Where does CHARLES & KEITH ship to?

SITE	LOCATION
CHARLESKEITH.COM	Australia, Bahrain, Cambodia, Canada, Hong Kong, India, Israel, Kuwait, Macau, Malaysia, Mexico, New Zealand, Oman, Panama, Philippines, Qatar, Singapore, South Africa, South Korea, Sri Lanka, Taiwan, United Arab Emirates, The United States of America.
CHARLESKEITH.EU	Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.
CHARLESKEITH.CO.UK	United Kingdom
CHARLESKEITH.CN	China
CHARLESKEITH.JP	Japan
CHARLESKEITH.CO.TH	Thailand
CHARLESKEITH.CO.ID	Indonesia
CHARLESKEITH.SA	Saudi Arabia
CHARLESKEITH.VN	Vietnam

My location is not on the list of delivery destinations, can I still place my order?

Unfortunately, we do not deliver to locations that are not on the list above.

How do I make sure I have selected the correct site to shop on?

Please select your delivery destination from our site selector tool located at the top left hand corner on our landing page. A location with a shopping bag icon indicates that online shopping is available there.

Are there any restricted areas you do not ship to?

We accept deliveries to hotels. You will have to provide the room number and local contact information. Deliveries will only be made to the Hotel Reception, and you are required to inform the reception of a pending delivery. Once the order has been delivered to the reception it will be considered as delivered. CHARLES & KEITH shall not be held responsible for any lost orders after goods have been accepted by reception.

We are unable to ship to any PO Box, military or protected areas. Delivery charges for failed attempted delivery to such restricted areas will be borne by you.

DUTIES & TAXES

Do I have to pay duties and taxes?

For orders shipped to the United Kingdom and Switzerland, all taxes and duties are included in the price of the item. Any import charges to Switzerland will be display at checkout.

For customers located in EU countries*, sales tax will be calculated and displayed at checkout. The amount of sales tax applied will depend on the total order, shipping and handling fee, and your shipping address.

*Austria, Belgium, Bulgaria, Croatia,Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Please note that shipping and handling charges do not account for all Additional Charges. All items entering a foreign location (outside of United Kingdom) may be subject to customs inspection and the assessment of taxes and duties in accordance with local regulations. CHARLES & KEITH is not able to determine these costs at checkout.

In the event that you return your item to us, you shall be responsible for all taxes and/or duties imposed by the customs authorities. Should the returned item(s) be deemed not to be in its original condition, we reserve all rights to return the item to you at your cost.

Any Additional Charges charged or collected by external parties cannot be refunded in any form by CHARLES & KEITH. Please check with your local authorities on your tax responsibilities and rights.

In the event that taxes and/or duties are incurred and if you refuse to accept delivery of the shipment, you shall be responsible for payment of all return charges, inclusive of any return taxes and/or duties incurred. These charges will be deducted from the initial payment before a refund will be issued.

In the event that taxes and/or duties are incurred in any shipment and where CHARLES & KEITH’s assigned delivery agent pays such taxes and/or duties on your behalf, you shall be liable to pay the tax and/or duties amount to the delivery agent upon receipt of the shipment.

The sender shall be responsible for all taxes and/or duties imposed by the customs authorities for any returns of goods to CHARLES & KEITH. Should the returned item(s) be deemed not to be in its original condition, CHARLES & KEITH reserves all rights to return the item to the sender at the sender's cost.

Can I request for a tax refund?

We do not accept tax refunds for purchases made at CHARLES & KEITH.

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