Top Frequently Asked Questions

How do I track my order status without an account?

You can check your order status here by keying in your order number and email address. Otherwise, please refer to your shipment confirmation email for your tracking number.

For further assistance, please contact our Customer Service Team.

How do I raise a return request without an account?

You can submit your return request here within 7 days of receiving your order.

For further assistance, please contact our Customer Service Team.

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.

Exchange

Contact the Customer Service team at Kakao Talk
Request via the Contact Us form on our website

* Only for shoe size exchange, you can exchange it for free once per order.
* 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 "receive direct returns" by accessing the following route.

*Path: 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.)

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 my order status?

To check on your order status, please follow the steps below.

Sign in → My Account → My Orders

If you have opted for guest checkout, you can check your order status here. Alternatively, please refer to the tracking number found in your shipment confirmation email.

For further assistance, please contact our Customer Service Team.

Can I cancel my order?

Once you have successfully canceled your order, a refund will be processed through your original payment method. This refund may take up to 2 to 3 working days to appear in your account. Upon completion of the refund, a confirmation email will be sent to the email address registered on your account.

Only a portion of the ordered products have been delivered. What should I do?

If all items have been shipped, the status of your order will change to "Shipped," and you can check the respective invoice numbers in the "My Order" section.

Do you provide repair services?

Charles & Keith provides repair service in accordance with the brand policy below.

Repair service is available for products purchased at official online/offline stores in Korea.
We do not charge service fee for products with quality defects within 6 months from the date of purchase. (However, the service fee will be charged for products which purchase date over 6 months or are damaged due to customer negligence)
Please contact us for repair service inquiries, our customer service team will assist you with details further. (However, the service availability may vary on product condition or usage period.

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