Why was my order split into two shipments?

Some orders require split shipment between Singapore and United Kingdom*. In this case, you will receive two packages for one order, and a separate email to confirm each shipment. Each email will contain a different order number. Use your tracking number to track the progress of your shipment.

*For orders shipped from Singapore, your order ID will be in the format: RTxxxxxxxx Get more information from our Shipping & Tracking and Returns & Exchanges pages.

Our return policy is only applicable to any item(s) purchased online and delivered in Germany, within 30 days of receiving your order.
Items purchased in physical stores are not eligible for returns online.
All returns and exchanges are to be shipped to the address below:
Charles & Keith Returns
C/O Uniserve
London Mega Terminal
Thurrock Park Way
RM18 7HD
We recommend you opt for a shipment method that enables tracking. CHARLES & KEITH will not be responsible for the loss of a returned parcel.
If you didn’t receive a Return & Exchange form or if your item(s) is defective or wrong, email us at with the subject title: Return Request – Your Order Number. Our customer service team will assist you with the returns process.
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 or on live chat for further assistance.
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 or on live chat for further assistance

1. What sizes do the gift boxes come in?
A: Gift boxes are available in sizes medium, and large. Refer to our size guide for measurements.

2. How do I purchase a gift box?
A: Gift boxes are only available for purchase at the shopping bag page. You must checkout an item first to qualify for a gift box purchase.

3. Will my items be pre-packed inside the gift box?
A: Depending on how it is shipped, your items may not be pre-packed inside the gift box. Instead, the gift box may come flat-packed within your order.

4. Can I return the gift box?
A: Gift boxes are not eligible for return or exchange.

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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