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SHIPPING & TRACKING
SHIPPING
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
|
€25
(excludes duties and taxes, with tracking) |
Within 2 - 3 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.
DUTIES & TAXES
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.