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SHIPPING & TRACKING

SHIPPING

What are the available delivery options and rates?

We currently offer three delivery options in Taiwan that include duties and taxes and with order tracking services.

Delivery Destination: Taiwan

Holiday Delivery Cut-Off Dates:

For Standard Delivery (from Singapore / Taiwan warehouse), place your orders before 13 Dec 2024, 2359 (GMT +8) to receive them by 24 Dec 2024.

For Standard Delivery (from international warehouse), place your orders before 29 Nov 2024, 2359 (GMT +8) to receive them by 24 Dec 2024.

For Express Delivery, place your orders before 17 Dec 2024, 2359 (GMT +8) to receive them by 24 Dec 2024.

For CVS Pick Up, place your orders before 11 Dec 2024 (GMT +8) to receive them by 24 Dec 2024.

Do note that personalised items require additional processing time, and may result in a longer delivery time frame.

Delivery options	Rates	Delivery time
Standard	NT$180 Free for orders NT$1,700 & above (Includes duties and taxes, with tracking)	Orders will arrive within 4 - 16 working days.
Express	NT$620 Free for orders NT$3,000 & above (Includes duties and taxes, with tracking)	Orders will arrive within 2 - 4 working days.
CVS Pickup	NT$180 Free for orders NT$1,700 & above (Includes duties and taxes, with tracking)	Ready for collection in 6 - 8 working days. A text message will be sent to you once your order is ready for collection.

* Delivery time is based on working days, excluding weekends and public holidays.

* If your order consists of multiple items that are shipped from different warehouse locations, you may receive separate packages. Please refer to your shipping cart and checkout page for more information.

* Our working days run from Monday to Friday, excluding weekends and public holidays. Orders confirmed before 9:00 AM (GMT+8) will be processed on the same day; orders confirmed after 9:00 AM will be processed on the next working day.

* Delivery time may take longer than usual during holiday and peak promotional periods.

Is EzWay real-name authentication mandatory?

Yes. All Taiwanese citizens must complete real-name authentication as part of customs regulation to ensure they receive their shipment.

Non-Taiwanese customers can complete their real-name authentication using their passport number and a registered Taiwan mobile number.

Please note that name and mobile number on the order must match the details in your EzWay account (mobile number should start with 09).

How do I complete the authentication?

Follow these steps to complete your authentication now.

Step 1: Open the EzWay app and click on “sign up” to start your registration process

Step 2: Review and agree with the terms and conditions

Step 3: Fill up your personal particulars and make sure you include a cell phone number that’s registered under your name.
Click on “next” to complete the process

Find out more on how to do real-name authentication on the EzWay App.

Download the EzWay App here: Apple / Android

Convenience Store Pick-Up

All orders exceeding a total amount of NT$2,700, or consisting of 3 or more items are not eligible for the Convenience Store Pick-Up service. Convenience Store Pick-Up option will not be included in the delivery method at checkout page. Please note that the amount and quantity limits of orders may vary during specific promotional periods and for selected products. You can refer to official website for most updated information.
Only orders shipped from Singapore are eligible for the Convenience Store Pick-Up option. If your order includes items shipped from other warehouses, you will not be able to select Convenience Store Pick-Up as your delivery method at check out page.
Due to size restrictions for convenience store parcels, we recommend you to select Standard Delivery or Express Delivery when you order larger or multiple items, such as long boots or L-XXL sized bags. Please note If your parcel exceeds the convenience store's size and weight limits, customer service from logistics team will contact you and arrange for a home delivery.
In the event the convenience store location you've selected suspends their pickup service (e.g., store closure or renovations), our customer service will contact you to change to an alternative convenience store location.
If you opt for Convenience Store Pick-Up, the order will take about 6 to 8 business days to arrive. Please collect the order within 7 days from your selected convenience store. Any order not collected within 7 days will be returned, and a refund will be processed. We are unable to re-deliver your order once it has been returned and refunded. You may re-purchase the item, but stock availability and pricing may differ at the time of re-purchase.
When placing an order, please ensure your full name matches your IC (foreigners should provide full name in English that matches IC). Bring your IC for identification when collecting your order at designated convenience store.
Please do not fail your collection, we reserve the right to cancel your access to Convenience Store Pick-Up service.

《Pick-up Procedures》

You will recieve a notification via SMS once your order arrives. Collection must be done within 7 days. If your order is not collected within the stipulated duration, it will be automatically returned and a refund will be processed.
Please ensure the recipient's name matches the full name on IC when you placing an order online as identity verification is required during collection.

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	Singapore National Day
31 October	Deepavali
25 December	Christmas Day

Taiwan

Date	Holiday
1 January	New Year's Day
8 – 14 February	Chinese New Year
28 February	228 Peace Memorial Day
4 – 5 April	Children's Day
1 May	Labour Day
10 June	Dragon Boat Festival
17 September	Mid-Autumn Festival
10 October	ROC National Day

Does my order come with a guaranteed delivery date?

Deliveries are made Monday through Friday, except for Saturday, Sunday and Public Holidays.

CHARLESKEITH.COM 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.

Please note that the expected delivery date/time is at our best approximation and might be affected by conditions such as shipping restrictions, payment authorisation, online security checks and stock availability.

How can I check 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. However, 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.

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. CHARLESKEITH.COM 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. Shipping charges for a failed attempted delivery to restricted areas will be borne by you.

DUTIES & TAXES

Do I have to pay duties and taxes?

CHARLESKEITH.COM will pay “Additional Charges” for all orders shipped to: Australia, Hong Kong, India, Macau, Malaysia, New Zealand, South Korea, Sri Lanka, Taiwan and The United States of America. These “Additional Charges” include, but are not limited to, handling charges imposed by the carrier; customs handling charges; Goods and Services Tax; and Value-added Tax. For other markets, CHARLESKEITH.COM will pay “Additional Charges” for Express Delivery orders only.

Please note that shipping and handling charges do not account as “Additional Charges”. All items entering a foreign location (outside of Singapore) may be subjected to customs inspection and the assessment of taxes and duties in accordance with local regulations. CHARLESKEITH.COM is not able to determine these costs at checkout.

In the event that taxes and/or duties are incurred in any shipment and where CHARLESKEITH.COM’s assigned delivery agent pays such taxes and/or duties on your behalf, you shall be liable to pay the tax and/or duties amount to the delivery agent upon receipt of the shipment.

In the event that taxes and/or duties are incurred and if you refuse to accept delivery of the shipment, you shall be responsible for payment of all return charges, inclusive of any return taxes and/or duties incurred. These charges will be deducted from the initial payment before a refund is issued. Any “Additional Charges” charged or collected by external parties can’t be refunded in any form by CHARLESKEITH.COM. Please check with your local authorities on your tax responsibilities and rights.

In the event you decide to return goods to CHARLESKEITH.COM , you shall be responsible for all taxes and/or duties imposed by the customs authorities. Should the returned item(s) be deemed not to be in its original condition, CHARLESKEITH.COM reserves all rights to return the item to the sender at the sender's cost.

Can I request for a tax refund?

We do not accept tax refunds for purchases made at CHARLESKEITH.COM.

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