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RETURNS & EXCHANGES
How do I make a return?
Our return policy is only applicable to any item(s) purchased online and
delivered in Finland, within 30
days of receiving your order.
- Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached
- Returns are free if the product you received is wrong or defective, otherwise shipping charges will be borne by you.
- In the interest of hygiene, we do not accept returns or refunds on earrings and foot care accessories unless they are defective or the wrong item was sent.
- A final inspection will be done to ensure all items are in their original condition before processing your returns
- Returns that do not meet our policy will not be accepted and will be returned to you at your cost
- If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP
- The returns cost will be borne by the customer
How do I return an order that was
purchased online?
Our return policy is only applicable to any item(s) purchased online
and delivered in Finland, 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:
Attention:
Bleckmann Logistics
c/o Charles & Keith
Trinity Park, Units 1-2
Hillmead Drive
Swindon
SN5 5WB
United Kingdom
Bleckmann Logistics
c/o Charles & Keith
Trinity Park, Units 1-2
Hillmead Drive
Swindon
SN5 5WB
United Kingdom
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 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 returns process.
HOW TO RETURN | |||
---|---|---|---|
USING ONLINE RETURN & EXCHANGE FORM
Shipping charges will be borne by you
|
|||
Return your item via your CHARLES & KEITH account. | |||
Step 1
Log in to CHARLESKEITH.EU
and view your order. Under My Orders,
select the item(s) you wish to return/exchange and
state the reason.
Email our customer service officer if you would like the return to be arranged through us. |
Step 2
Once your return has been submitted and you have
been issued your Return number, pack the item(s) and
the Return & Exchange form into the original
packaging.
Retrieve the Return & Exchange form from the Order
Status page if you did not receive
it.
|
Step 3
Contact our Customer Service Team at (customers@charleskeith.com)
to arrange collection of your parcel. Return label
will be sent
to you if the arrangement is made through us, they
will also email the Collection details and
Paperwork.
|
Step 4
You will be notified via an automated email once
your return has been authorized. Further
instructions will be provided in the email.
|
HOW TO RETURN |
---|
USING ONLINE RETURN & EXCHANGE FORM
Shipping charges will be borne by you
|
Return your item via your CHARLES & KEITH account. |
Step 1
Log in to CHARLESKEITH.EU
and view your order. Under My Orders,
select the item(s) you wish to return/exchange and
state the reason.
Email our customer service officer if you would like the return to be arranged through us. |
Step 2
Once your return has been submitted and you have
been issued your Return number, pack the item(s) and
the Return & Exchange form into the original
packaging.
Retrieve the Return & Exchange form from the Order
Status page if you did not receive
it.
|
Step 3
Contact our Customer Service Team at (customers@charleskeith.com)
to arrange collection of your parcel. Return label
will be sent
to you if the arrangement is made through us, they
will also email the Collection details and
Paperwork.
|
Step 4
You will be notified via an automated email once
your return has been authorized. Further
instructions will be provided in the email.
|
If you have checked out as a guest, kindly contact us at customers@charleskeith.com
with the email subject:’Return Request –
Your Order Number’, to process your returns or exchanges. Our
customer service team will assist you with the return process.
How do I check on my return
status?
To check on your return status, sign in to your account, head to My
Account and select My Purchases & Returns. Your
return status is reflected next to your Returns Request number.
Created | Your returns request has been received |
Pending | Your returned item(s) are currently being processed |
Completed | You have received a refund for your returns request |
Rejected | Your returns request has been denied |
When will I receive my refund?
Our refund policy is only applicable to successful returns, all refunds
will be processed via your original payment method. Refunds will be
based on the merchandise value on your invoice, including shipping and
handling
charges from your initial order
Please allow 14 working days
after your return has been approved for your refund to be processed.
Please note that the processing time for refund is dictated by card
issuers.
* Please note that your refund will take up to 21
working days if you have made your purchase during our online sales
period.
How do I make an exchange?
Our exchange policy is only applicable to defective or wrong item(s)
received in your online order and has to be made within 30 days from
receiving your order. Email us at customers@charleskeith.com
with the subject title: Exchange Request – Your Order Number. Our
customer service team will assist you with the returns process.
- Submit a return request within 30 days of purchase via the returns procedure stated above
- Make a new order
Please note that an exchange is only allowed once per order for the
same item and it is subject to stock availability and we reserve the
right to do an exchange by way of giving you a refund via the original
payment method,
or any other methods at the discretion of CHARLES & KEITH.
Terms & Conditions
- CHARLES & KEITH reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.
- All risks in shipping the item(s) to CHARLES & KEITH shall be borne by you. CHARLES & KEITH shall not be responsible for any loss or damage to the item(s) which is being returned to us.
- Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
- Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
- CHARLES & KEITH shall not be responsible for damage to any item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.
- Our Returns policy does not cover item(s) used in a manner or for a purpose not reasonably contemplated by CHARLES & KEITH, or if the item(s) has been modified in a manner not authorised by CHARLES & KEITH.
- CHARLES & KEITH makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.
- All Returns are at all times governed by the law of England and Wales. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Courts in London.
- CHARLES & KEITH's decisions on Returns are final.