RETURNS & EXCHANGES

How do I make a return?
In view of the COVID-19 pandemic, our return policy has been extended from 30 to 60 days for online orders placed after 1 March 2020. For online orders made before 1 March 2020, the return policy remains at 30 days.
 
We want you to love your CHARLES & KEITH purchase. Try them in the comfort of your home and if you are dissatisfied with the item(s), return it within 60 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 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
Our return policy is only applicable to any item(s) purchased online and delivered in Singapore, within 60 days* of receiving your order.
 
*Applicable for online orders placed after 1 March 2020. For online orders made before 1 March 2020, the return policy is 30 days.
 
Items purchased in physical stores are not eligible for returns.
 
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
6 Tai Seng Link, Level 1 (via cargo bay)
Singapore 534101
 
We recommend you opt for a shipment method that enables tracking. CHARLES & KEITH will not be responsible for the loss of a returned parcel.
 
If you didn’t receive a Return & Exchange form or if your item(s) is defective or wrong, email us at [email protected] with the subject title: Return Request – Your Order Number. Our customer service team will assist you with the returns process.
 
OPTION 1
USING PHYSICAL RETURN & EXCHANGE FORM
Free of charge
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 Ezylabel (provided in your order) onto your parcel.
 
 
 
Step 3
Drop off your parcel at your nearest POPStation. To track your parcel, visit Speedpost and enter the RNCKS number from the Ezylabel.
 
 
 
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
Free of charge
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 Ezylabel (provided in your order) onto your parcel.
 
 
 
Step 3
Drop off your parcel at your nearest POPStation. To track your parcel, visit Speedpost and enter the RNCKS number from the Ezylabel.
 
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
 
OPTION 2
USING ONLINE RETURN & EXCHANGE FORM
Free of charge
Do not fill in the online return form if you wish to return your item(s) in store.
Return your item via your CHARLES & KEITH account.
 
 
Step 1
Log in to CHARLESKEITH.COM and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
 
 
 
Step 2
You will receive an email within 1 to 2 days on your request status and to arrange for your pick up.
 
 
 
Step 3
Pack the item(s) into the original packaging and paste the Return Address sticker (provided in the Returns & Exchange guide) onto your parcel.
 
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
OPTION 2
USING ONLINE RETURN & EXCHANGE FORM
Free of charge
Do not fill in the online return form if you wish to return your item(s) in store.
Return your item via your CHARLES & KEITH account.
 
 
Step 1
Log in to CHARLESKEITH.COM and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
 
 
 
Step 2
You will receive an email within 1 to 2 days on your request status and to arrange for your pick up.
 
 
 
Step 3
Pack the item(s) into the original packaging and paste the Return Address sticker (provided in the Returns & Exchange guide) onto your parcel.
 
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
 
OPTION 3
RETURN IN-STORE
Free of charge
Returns are available at the following stores only:
[email protected], Anchorpoint, Bedok Mall, Causeway Point, City Link Mall, City Square Mall, IMM, Jem, Marina Square, MBS, NEX, Plaza Singapura, Raffles City Shopping Center, Suntec City Mall, Takashimaya S. C., Tampines, Vivocity and Waterway Point.
 
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.
Note: Return pick up and store return services will not be available from 6 April 2020 until further notice.
 
OPTION 3
RETURN IN-STORE
Free of charge
Returns are available at the following stores only:
[email protected], Anchorpoint, Bedok Mall, Causeway Point, City Link Mall, City Square Mall, IMM, Jurong East Mall, Marina Square, NEX, Plaza Singapura, Raffles City Shopping Center, Suntec City Mall, Takashimaya S. C., Tampines, Vivocity and Waterway Point.
 
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.
Note: Return in-store service will not be available from 6 April 2020 until further notice.
 
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.
 
Pending Your returns request has been received
Authorised Your returns request has been authorised
Partially Authorised Your returns request has been partially authorised
Processed and Closed We have received the returned item(s)
Pending Your returns request has been resolved
Closed Your returns request has been denied
Once we receive your return item(s), 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 all the items from the order are returned successfully.
 
We seek your understanding with delays to your refund caused by special events (e.g. online sales).
  1. Exchanges are only allowed for items bought in Singapore and available for online orders and in-store purchases (once stores reopen).
  2. In view of the COVID-19 pandemic, our exchange policy will be extended from 30 to 60 days for online orders and retail purchases made after 1 March 2020.
  3. In the interest of hygiene, we do not accept returns and exchanges of earrings unless they are defective.
  4. Exchanges are subject to stock availability and we reserve the right to do an exchange by way of an item(s) of a similar value; refunding you via your original payment method; or any other methods at the discretion of CHARLESKEITH.COM.
 
OPTION 1
VIA ONLINE STORE
For online exchanges, you are only allowed to exchange the same item in a different colour and/or size. Follow the returns procedure below and our customer service team will assist you with the process. A final inspection will be done to ensure the item(s) is in its original condition before processing your exchange.
USING PHYSICAL RETURN & EXCHANGE FORM
 
 
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 Ezylabel (provided in your order) onto your parcel.
 
 
 
Step 3
Drop off your parcel at your nearest POPStation. To track your parcel, visit Speedpost and enter the RNCKS number from the Ezylabel.
 
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
 
 
Step 5
We will ship the replacement item(s) to you and bear the shipping cost.
 
USING AN ONLINE RETURN & EXCHANGE FORM
 
 
Step 1
Log in to CHARLESKEITH.COM and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
 
 
 
Step 2
You will be contacted via email on your request status and to arrange for your free pick up.
 
 
 
Step 3
Pack the item(s) into the original packaging and paste the Return Address sticker (provided on the Returns & Exchange guide) onto your parcel
 
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
 
 
Step 5
We will ship the replacement item(s) to you and bear the shipping cost.
 
OPTION 1
VIA ONLINE STORE
For online exchanges, you are only allowed to exchange the same item in a different colour and/or size. Follow the returns procedure below and our customer service team will assist you with the process. A final inspection will be done to ensure the item(s) is in its original condition before processing your exchange.
USING PHYSICAL RETURN & EXCHANGE FORM
 
 
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 Ezylabel (provided in your order) onto your parcel.
 
 
 
Step 3
Drop off your parcel at your nearest POPStation. To track your parcel, visit Speedpost and enter the RNCKS number from the Ezylabel.
 
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
 
 
Step 5
We will ship the replacement item(s) to you and bear the shipping cost.
 
USING AN ONLINE RETURN & EXCHANGE FORM
 
 
Step 1
Log in to CHARLESKEITH.COM and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
 
 
 
Step 2
You will be contacted via email on your request status and to arrange for your free pick up.
 
 
 
Step 3
Pack the item(s) into the original packaging and paste the Return Address sticker (provided on the Returns & Exchange guide) onto your parcel
 
 
 
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
 
 
 
Step 5
We will ship the replacement item(s) to you and bear the shipping cost.
 
 
OPTION 2
VIA PHYSICAL STORE
Bring your printed invoice or the Return & Exchange form together with the item(s) in its original condition, original packaging, original tags, and tickets to the retail store.
 
 
Present your original invoice/receipt together with the item(s) at the retail store.
 
 
 
You will be entitled to an exchange of any item(s).
 
Note: Due to the COVID-19 pandemic, return pick up and store exchange services will not be available from 6 April 2020 until further notice.
 
If you’ve made a retail purchase after 1 March 2020 and your 60-day exchange period ends before stores reopen, you can still exchange your item(s) on the first day the stores start operating.
 
OPTION 2
VIA PHYSICAL STORE
Bring your printed invoice or the Return & Exchange form together with the item(s) in its original condition, original packaging, original tags, and tickets to the retail store.
 
 
Present your original invoice/receipt together with the item(s) at the retail store.
 
 
 
You will be entitled to an exchange of any item(s).
 
Note: Due to the COVID-19 pandemic, return pick up and store exchange services will not be available from 6 April 2020 until further notice.
 
If you’ve made a retail purchase after 1 March 2020 and your 60-day exchange period ends before stores reopen, you can still exchange your item(s) on the first day the stores start operating.
 
  1. 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.
  2.  
  3. 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.
  4.  
  5. Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
  6.  
  7. 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.
  8.  
  9. 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.
  10.  
  11. 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
  12.  
  13. 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.
  14.  
  15. 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.
  16.  
  17. CHARLES & KEITH's decisions on Returns are final.
 
 
 

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