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RETURNS & EXCHANGES
What is the Returns & Exchanges policy?
Return/Exchange
- Submit your returns or exchange request to our customer service team within 7 days, inclusive of the day you received your item.
- Please ensure your item is in its original condition, with the original packaging, tags and components attached.
(For shoes, please ensure that the shoe box is also sent in its original condition.) - The process: Return Pick-Up → Inspection → Return Complete → Shipping of the new item (only in case of exchange)
- Notice:
- If the return does not meet our policy during the final inspection, it may be returned to your address and you have to pay for the delivery.
- If you received a GWP with your order, you must return it together.
- If you meet the conditions for receiving the GWP even after deducting the value of the item you wish to return, you only need to send the item back.
- If you do not meet the conditions for receiving the GWP after deducting the value of the item you wish to return, you will be charged a fee based on its market value.
- Please note that due to hygiene concerns, items that come with socks cannot be exchanged, returned or refunded unless they are unopened.
- We only allow the exchange of the same product for another color and size. If you want to exchange your item for another, please return it and make a new purchase.
Return/Exchange Fee
- Return: Your final refund amount includes a deduction of KRW 6,000 for round-trip delivery.
(If the remaining products cost more than KRW 70,000 after a partial return, only KRW 3,000 will be deducted.) - Exchange: Each order entitles you to one complimentary size exchange for shoes. KRW 6,000 will be charged for round-trip delivery for subsequent size exchanges for shoes and whenever you wish to exchange any item for another color.
How do I return or exchange an order that was purchased online?
Return
My Orders - View Order Details - Submit a Return Request
* For reasons such as defective, wrong item shipped, not as described or others, please contact us through Kakao Talk or the Contact Us form with the product image received.
* For reasons such as defective, wrong item shipped, not as described or others, please contact us through Kakao Talk or the Contact Us form with the product image received.
Exchange
- Contact the Customer Service team at Kakao Talk
- Request via the Contact Us form on our website
* For reasons such as defective, wrong item shipped, not as described or others, please contact us through Kakao Talk or the Contact Us form with the product image received.
[How to return and exchange orders for non-members]
You can request direct returns by following this process:
Customer Care - Order Inquiry - My Order - View Order Details -
Return Request
Please indicate the following information in your request.
- Order number:
- Product information to be returned:
- Product information to be delivered:
- Reason for exchange:
- Pickup method (selection of pickup request through the customer center or direct return):
KRW 6,000 will be charged for round-trip delivery for subsequent size exchanges of shoes and whenever you wish to exchange any item for another color.
(If the remaining order amount is over KRW 70,000 after partial return, only KRW 3,000 for one-way shipping will be deducted.)
(If the remaining order amount is over KRW 70,000 after partial return, only KRW 3,000 for one-way shipping will be deducted.)
You can obtain the item code from 'My Purchase History' or your order confirmation email. (Code starts with "CK" or "SL", e.g. CK1-12345678)
If you wish to schedule a return at an address that is different from the original shipping address, please indicate the new return address.
If you wish to return the item directly, please send it to the warehouse address as a prepaid. All orders from the online store must be returned to the warehouse regardless of the shipping address.
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 Orders. Your return status is reflected next to your Returns Request number.
| 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), the refund is processed through the payment method within
2 to 3 business daysafter the final inspection.
Once we have processed your refund, you will receive a confirmation email from us.
(Depending on the date of cancellation of approval and payment reflection, the deposit date may vary by credit card company, so please contact the card company directly for more information.)
(Depending on the date of cancellation of approval and payment reflection, the deposit date may vary by credit card company, so please contact the card company directly for more information.)
*We seek your understanding with delays to your refund caused by special events (e.g. online sales).
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 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.
