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TOP 5 FREQUENTLY ASKED QUESTIONS
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 Malta, 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
London Mega Terminal
Thurrock Park Way
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 firstname.lastname@example.org 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 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 email@example.com or on live chat for further assistance.
Can I amend or cancel my order?
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 firstname.lastname@example.org 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.