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TOP FREQUENTLY ASKED QUESTIONS
- 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.
- 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.
You will not be able to amend the size/colour of the item(s), remove or add item(s), change the payment method, or cancel the order once it has been processed. However, you may cancel your order* within 1 hour of placing it using our self-cancellation option, and then place a new order with your preferred changes.
Please contact us at customers@charleskeith.com or via live chat for further assistance.
*Kindly note that gift card is not applicable for cancellation
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