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RETURNS & EXCHANGES
How do I make a return?
Our return policy is only applicable to any item(s) purchased online and
delivered in Australia, 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
- Returns are free if the product you received is wrong or defective, otherwise shipping charges will be borne by you.
- In the interest of hygiene, we do not accept returns or refunds on earrings and foot care accessories 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
Can I make a return if I use
Afterpay?
Yes, our usual returns policy applies. Once your order has been
returned to us successfully, your payment schedule will be adjusted
accordingly by Afterpay to reflect your refund. Here is more information
on Afterpay returns and refunds.
How do I return an order that was
purchased online?
Our return policy is only applicable to any item(s) purchased online
and delivered in Australia, within 30
days of receiving your order.
All returns and exchanges are to be shipped to the address below:
CHARLESKEITH.COM (RHSG041)
9 Mosrael Place
Rowville, VIC 3178
Australia
9 Mosrael Place
Rowville, VIC 3178
Australia
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 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 return process.
| HOW TO RETURN | |||
|---|---|---|---|
|
USING ONLINE RETURN & EXCHANGE FORM
Shipping charges will be borne by you
|
|||
Step 1
Log in to CHARLESKEITH.COM
and view your order. Under My Orders,
select the item(s) you wish to return/exchange and
state the reason.
You will receive an email within 1 to 2 days on
your request status and given further instructions.
Retrieve the Return & Exchange form from the Order Status page if you did not receive it. |
Step 2
Once your return has been authorised and you have
been issued your Return number, pack the item(s) and
the Return & Exchange form into the original
packaging.
|
Step 3
Post the item(s) to us with your Return number via
your preferred shipment method, to the address
below:
CHARLESKEITH.COM (RHSG041)
(RETURNS DEPT)
9 Mosrael Place
Rowville, VIC 3178
Australia
|
Step 4
You will be notified via email once your parcel
reaches us. 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.
| OPTION 1 |
|---|
|
USING ONLINE RETURN & EXCHANGE FORM
Shipping charges will be borne by you
|
|
Step 1
Log in to CHARLESKEITH.COM
and view your order. Under My Orders,
select the item(s) you wish to return/exchange and
state the reason.
You will receive an email within 1 to 2 days on
your request status and given further instructions.
Retrieve the order form from the Order Status page if you did not receive it. |
|
Step 2
Once your return has been authorised and you have
been issued your Return number, pack the item(s) and
the Return & Exchange form into the original
packaging.
|
|
Step 3
Post the item(s) to us with your Return number via
your preferred shipment method, to the address
below:
CHARLESKEITH.COM (RHSG041)
(RETURNS DEPT)
9 Mosrael Place
Rowville, VIC 3178
Australia
|
|
Step 4
You will be notified via email once your parcel
reaches us. Further instructions will be provided in
the email.
|
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.
We recommend that you create an account to enjoy faster checkout,
one-stop viewing of your current order status and past purchases, and to
save your favourite items in a personalised wish list.
Please email us at customers@charleskeith.com
with the subject title: Return Request –
[Your Order
Number]. Our customer service team will assist you with the
return process.
| Created | Your returns request has been received |
| Pending | Your returned item(s) are currently being processed |
| Completed | You have received a refund for your returns request |
| Rejected | Your returns request has been denied |
When will I receive my refund?
After your parcel reaches the local returns address, the return item(s)
will be shipped to Singapore for processing. This can take approximately
10 working days.
Once we receive your return item(s), it will go through a quality check
to ensure it’s in good condition and complies with our refund policy.
This can take up to 2 working
days.
After the return has been approved, it takes up to 14 working days for the refund to be
made to your payment services provider. Once we have processed your
refund, you will receive a
confirmation email from us.
* Please note that your refund will take up to 21
working days if you have made your purchase during our online sales
period.
Please allow up to 7 working days for your account to be credited. If
you do not receive your refund after 7
working days, please contact your payment processor directly
for further
information.
Refunds will be based on the value of the merchandise as reflected on
your invoice. Shipping and handling charges from your initial order will
only be refunded if the return is due to a defective or wrong item. The
refund
will be issued by CHARLESKEITH.COM to your original payment method.
We seek your understanding with delays to your refund caused by special
events (e.g. online sales).
How do I make an exchange?
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 return 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 only allowed once per order for the
same item and it is subject to stock availability and we reserve the
right to do an exchange by way of 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 policies 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 Singapore law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Singapore courts.
- CHARLES & KEITH's decisions on Returns are final.