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RETURNS & EXCHANGES

Extended Christmas Returns

We have now extended our returns policy for the festive period. Any orders placed from 15th November – 31st December can be returned until 31st January 2021. As usual, all items must be in their original condition and packaging.

How do I make a return?

Our return policy is only applicable to any item(s) purchased online and delivered in Croatia, 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

In the interest of hygiene, we do not accept returns or refunds on earrings 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 make an online return?

Our return policy is only applicable to any item(s) purchased online and delivered in Croatia, 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:
Charles & Keith Returns
C/O Uniserve
London Mega Terminal
Thurrock Park Way
Tilbury
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 customers@charleskeith.com with the subject title: Return Request – Your Order Number. Our customer service team will assist you with the returns process.

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.	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.

OPTION 1
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.
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.

Pending	Your returns request has been received
Authorised	Your returns request has been authorised
Partially Authorised	Your returns request has been partially authorised
Processed and Closed	We have received the returned item(s)
Pending	Your returns request has been resolved
Closed	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 subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value, 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.

NEED HELP? GET IN TOUCH WITH US

SUBMIT A REQUEST

+65 6488 2688 (Operating Hours)