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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 Hong Kong SAR, 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 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
How do I make an online return?
Our return policy is only applicable to any item(s) purchased online and delivered in Hong Kong, within 30 days of receiving your order.
For Option 1 and 2, all returns and exchanges are to be shipped to the address below:
CHARLESKEITH.COM (RETURNS DEPT)
CHARLES & KEITH Group Headquarters
8 Tai Seng Link, Level 1 (Cargo bay)
Singapore 534158
| OPTION 1 | |||
|---|---|---|---|
|
USING PHYSICAL RETURN & EXCHANGE FORM
Shipping charges will be borne by you
|
|||
| Complete the physical Return & Exchange form that came with your parcel and return it together with the parcel. | |||
Step 1
Fill in the Return & Exchange form provided in your order.
|
Step 2
Pack the item(s) and the Return & Exchange form into the original packaging, and paste the Return Address sticker (provided in the Returns & Exchanges guide) onto your parcel.
|
Step 3
Post the item(s) to us via your preferred shipment method.
|
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
|
| OPTION 1 |
|---|
|
USING PHYSICAL RETURN & EXCHANGE FORM
Shipping charges will be borne by you
|
| Complete the physical Return & Exchange form that came with your parcel and return it together with the parcel. |
|
Step 1
Fill in the Return & Exchange form provided in your order.
|
|
Step 2
Pack the item(s) and the Return & Exchange form into the original packaging, and paste the Return Address sticker (provided in the Returns & Exchanges guide) onto your parcel.
|
|
Step 3
Post the item(s) to us via your preferred shipment method.
|
|
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
|
| OPTION 2 | |||
|---|---|---|---|
|
RETURN IN-STORE
Free or charge
|
Returns are available at the following stores only:
K11 MUSEA Shop no. 204, Level 2, K11 MUSEA, Tsim Sha Tsui, Hong Kong Festival Walk Unit LG1-28, Festival Walk, 80 Tat Chee Avenue, Kowloon Tong, Kowloon, HK City Plaza Shop G-072, City Plaza, Taikoo Shing, Hong Kong Bring along your invoice or Return & Exchange form, as well as the item(s) you wish to return to the selected stores to process your return. Retrieve the order form from the Order Status page if you did not receive it. |
| OPTION 2 | |||
|---|---|---|---|
|
RETURN IN-STORE
Free or charge
|
Returns are available at the following stores only:
K11 MUSEA Shop no. 204, Level 2, K11 MUSEA, Tsim Sha Tsui, Hong Kong Festival Walk Unit LG1-28, Festival Walk, 80 Tat Chee Avenue, Kowloon Tong, Kowloon, HK City Plaza Shop G-072, City Plaza, Taikoo Shing, Hong Kong Bring along your invoice or Return & Exchange form, as well as the item(s) you wish to return to the selected stores to process your return. Retrieve the order form from the Order Status page if you did not receive it. |
How do I make a return?
Our return policy is only applicable to item(s) purchased online and delivered in Hong Kong, within 30 days of receiving your order. Items purchased in physical stores are not eligible for returns.
You have 3 return options:
- Using S.F. Express drop off points
- Using a Physical Return Form and choosing your preferred shipment method
- Returning it in-store
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?
Once we receive your return item(s) in our warehouse in Singapore, 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?
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 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.