Shipping & Tracking

What are the available delivery options and rates?

Some orders may require split shipment between Singapore and United Kingdom*, so you may receive two packages for one order. In this case, you will receive two emails confirming your shipment. Each email will contain a different order number. Use the tracking link sent to you after order confirmation to get real-time updates from our couriers directly.

Should you have any questions, please contact our Customer Service team during our opening hours.

Delivery Destination: Europe

Do note that personalised items require additional processing time, and may result in a longer delivery time frame.

Delivery options	Rates	Delivery time
Standard	€15.00 Free for orders above €150.00 (Includes Customs duties and Import taxes, with tracking)	Within 4 - 8 Working Days*

For pre-order items, you will be notified via email when your order is ready to be shipped.

Note: All orders are currently shipped out of Singapore or United Kingdom.

*Orders placed and confirmed by 4pm (GMT) will be processed on the same day, while orders placed and confirmed after 4pm (GMT) on Friday, Saturday or Sunday will be processed on the next working day. Working days refer to Mondays to Fridays, not including Saturdays, Sundays, and Bank Holidays in United Kingdom.

*Please note that delivery may take longer during sale events.

* We are unable to ship to any European overseas countries and territories (Azores, Madeira, Canary Islands, French Guiana, Guadeloupe Martinique, Mayotte, La Réunion, Saint Martin). Delivery charges for failed attempted delivery to such restricted areas will be borne by you.

List of Bank Holidays in United Kingdom for 2024

DATE	HOLIDAY
6 May	Early May Bank Holiday
27 May	Spring Bank Holiday
26 August	Summer Bank Holiday
25 December	Christmas Day
26 December	Boxing Day

List of Public Holidays in Singapore for 2024

DATE	HOLIDAY
1 January	New Year's Day
10 - 12 February	Chinese New Year
29 March	Good Friday
10 April	Hari Raya Puasa
1 May	Labour Day
22 May	Vesak Day
17 June	Hari Raya Haji
9 August	National Day
31 October	Deepavali
25 December	Christmas Day

Does my order come with a guaranteed delivery date?

Deliveries are made Monday through Friday between 9am – 7pm (GMT), except for Saturday, Sunday and Bank Holidays in the United Kingdom.

CHARLESKEITH.CO.UK is committed to delivering your order at the soonest in compliance with the rules and regulations of the authorities at the delivery destination. Orders containing restricted materials might be denied delivery due to a location's regulatory restrictions. Please check with your local authorities on the relevant import regulations before placing an order.

For orders outside of United Kingdom, please note that the expected delivery date is at our best approximation and will vary with circumstances such as shipping restrictions, customs clearance, payment authorization, online security checks, and stock availability.

For pre-order items, you will be notified via email when your order is ready to be shipped. Cancellations may occur, subject to product availability. A full refund will be given in the event of cancellation.

Please check with your local authorities on the relevant import regulations before placing an order. We shall not be held responsible for any delays in orders delivery due to actions by the authorities at the delivery destination.

Online Security Check is a preventive measure against credit card fraud transactions. It aims to protect our customers from unauthorized and fraudulent dealings. We might request for additional information and documents for payment verification. In such situations, your order(s) might be delayed. We seek your kind understanding in the delay of the shipment as a result of online security checks.

How can I track my order status?

Once you’ve signed into your account, you can view your order status in My Purchases & Returns under My Account. Your order status is reflected next to your order number.

If you opt for guest checkout, you will still be able to view your order status.

For further assistance, please contact us at customers@charleskeith.com.

STATUS	DESCRIPTION
In Progress	Your order is currently being processed.
Shipped	Your order has been sent to the designated courier company. You will receive a notification email with a tracking number.
Cancelled	Your order has been cancelled.
Complete	Your order has been successfully received.

How do I track my order?

To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.

If you have opted for guest checkout, you can check your order status here by keying in your order number and email address. Alternatively, you can click on the tracking number in your shipment confirmation email for order status updates.

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.

Please contact us at customers@charleskeith.com or on live chat for further assistance.

I have not received my package, what should I do?

If you did not receive your package by the expected delivery date, please check on the shipment by tracking your order. To track your order, sign in to your account and view My Purchases & Returns under My Account. Locate the Track Your Order button that corresponds to your order number, and you will be navigated to the online tracking system of the designated courier company.

If you have opted for guest checkout, you will still receive a tracking number in your shipment confirmation email.

For further assistance, please contact us at customers@charleskeith.com or on live chat.

Can I change my shipping address after my order has been dispatched?

Unfortunately, we are unable to redirect orders once your items have been shipped. If the address provided is incorrect, the package will be returned to us by the delivery agent or the unintended recipient.

Please ensure you provide the correct shipping address. Check your address carefully when placing an order and ensure you choose the right location in the shipping address field (e.g. Austria vs. Australia). To remove an outdated or incorrect address from your account, sign in to your account and edit/update your address in your Address Book.

If no one is available at the delivery address to receive the package, the delivery agent will leave an “unable to deliver” note at the location and it’s up to you to follow up and arrange for another delivery date. Please note that any additional shipping charges for attempted delivery and returning shipping charges will be borne by you.

How is a failed delivery processed?

Most of our delivery agents make two attempts to deliver a parcel and they may require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. If the first round of delivery is unsuccessful, the agent will contact the recipient using the given contact number to rearrange for another delivery date. If the recipient fails to receive the package after the two delivery attempts, the package will be returned to CHARLES & KEITH.

Where does CHARLES & KEITH ship to?

SITE	LOCATION
CHARLESKEITH.COM	Australia, Bahrain, Cambodia, Canada, Hong Kong, India, Israel, Kuwait, Macau, Malaysia, Mexico, New Zealand, Oman, Panama, Philippines, Qatar, Singapore, South Africa, South Korea, Sri Lanka, Taiwan, United Arab Emirates, The United States of America.
CHARLESKEITH.EU	Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland.
CHARLESKEITH.CO.UK	United Kingdom
CHARLESKEITH.CN	China
CHARLESKEITH.JP	Japan
CHARLESKEITH.CO.TH	Thailand
CHARLESKEITH.CO.ID	Indonesia
CHARLESKEITH.SA	Saudi Arabia
CHARLESKEITH.VN	Vietnam

My location is not on the list of delivery destinations, can I still place my order?

Unfortunately, we do not deliver to locations that are not on the list above.

How do I make sure I have selected the correct site to shop on?

Please select your delivery destination from our site selector tool located at the top left hand corner on our landing page. A location with a shopping bag icon indicates that online shopping is available there.

Are there any restricted areas you do not ship to?

We accept deliveries to hotels. You will have to provide the room number and local contact information. Deliveries will only be made to the Hotel Reception, and you are required to inform the reception of a pending delivery. Once the order has been delivered to the reception it will be considered as delivered. CHARLES & KEITH shall not be held responsible for any lost orders after goods have been accepted by reception.

We are unable to ship to any PO Box, military or protected areas. Delivery charges for failed attempted delivery to such restricted areas will be borne by you.

Do I have to pay duties and taxes?

For orders shipped to the United Kingdom & EU countries* all taxes and duties are included in the price of the item.

*Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden & Switzerland.

Returns instructions can be found in our Returns & Exchanges section of website.

Can I request for a tax refund?

We do not accept tax refunds for purchases made at CHARLES & KEITH.

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