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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.
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.
How do I make an online return?
Our return policy is only applicable to any item(s)
purchased online and delivered in Finland, 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.
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
c/o Charles & Keith
Industrieweg 38c,
2280 Grobbendonk,
Belgium
Bleckmann
c/o Charles & Keith
Industrieweg 38c,
2280 Grobbendonk,
Belgium
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
customers@charleskeith.com
with the subject title: Return Request – Your Order
Number. Our customer service team will assist you with the
returns process.
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 mode;
or cancel once your order has been processed.
Please contact us at
customers@charleskeith.com
or on live chat for further assistance
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.