I purchased the shoes for an event, website stated 5 to 9 days delivery time however the shoes did not arrive for 13 days. I was undecided about returning them, style was lovely but the fastening hole... See more
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The bag was wonderful but the whole experience was made so much regrettable because of the delivery process. I ordered my bag on November 22 and only received it on December 13. No updates wat so ever... See more
Company replied
I love their bags and the quality is amazing however the delivery takes a very longgggg time!!
Company replied
Item was delivered on the expected date. Material was as shown in the website and good quality.
Company replied
Company details
Written by the company
Discover the latest trends in women's shoes, handbags & accessories at Charles & Keith online.
Contact info
United Kingdom
- charleskeith.co.uk
3.3
Average
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 48 hours
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See how their reviews and ratings are sourced, scored, and moderated.
I placed an order on the 29th and it's…
I placed an order on the 29th and it's no where to be found.
The tracking history says 'in transit'
I have contacted the team but there has been no response. Really frustrated with the situation!
29 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re really sorry to hear about your experience and understand how frustrating this must be.
We’re currently unable to locate any email correspondence from you, but we’d definitely like to look into this for you. Could you please reach out to us at customers@charleskeith.com with your order details so we can check on the status of your shipment and assist you further?
Thank you for your patience. We’ll do our best to help resolve this for you.
Best Regards,
CHARLES & KEITH Customer Service Team
Nice but not practical for me
Nice but not practical for me , I wish the bag had more structure .
2 July 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback with us. We’re glad to hear you liked the design, though we’re sorry to learn that the structure of the bag did not meet your expectations.
We appreciate your comments and will be sure to share them with our product team as we continue to improve our designs and functionality. Your feedback is valuable to us, and we thank you for taking the time to share your experience.
Best Regards,
CHARLES & KEITH Customer Service Team
Absolutely love these trainers
Absolutely love these trainers, so comfortable and unusual design.
6 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave a review.
It's delightful to receive such kind comments, and we are pleased that you had a positive experience with us. Your feedback on your recent shopping experience is highly valued.
We appreciate your support and eagerly anticipate your return for future shopping. Remember to subscribe to our newsletter through our official website to stay informed about our new arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
I have nothing bad to say about C&K
I have nothing bad to say about C&K. i’ve ordered from the website at least 5 times. I bought shoes and bags for myself and other people and they were impressed by the quality so was I. I understand their late delivery was coming from Hong Kong because that’s where their main office is and I had no problems with that. Will order again and again!
11 April 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate the time you took to provide us with your review.
We are delighted to receive such positive feedback and are thrilled to hear that you had a great experience with us. Your valuable input regarding your recent shopping experience is highly appreciated.
Thank you for your kind words, and we eagerly anticipate the opportunity to serve you again in the future. Don't forget to sign up for our newsletter on our official website to stay informed about our latest arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Awful and unhelpful customer service - item not received
Awful and unhelpful customer service - reads like they’re just copying from a script with no care. Ordered my item over a week ago, and my confirmation email indicated shipping in 3-5 days. When I asked they emailed to say actually their warehouse had some sort of issue and there’s a delay, which I’m certain wasn’t flagged at check out or in the confirmation email. No real apology and they won’t confirm when my shoes will arrive - how difficult is it to provide an ETA? Having read the reviews I’m worried I’m being scammed. If they can’t give a proper date I think I’ll report them to trading standards and charge back via my bank.
Definitely doesn’t fit the polished image they’re going for.
Really really disappointed.
24 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how frustrating this must have been.
After reviewing your order, we found that the item in our UK warehouse had sold out unexpectedly, and your order was subsequently fulfilled from another international warehouse. We acknowledge that this was not communicated clearly, and we sincerely apologise for the inconveniences caused.
We also understand your concerns regarding the delay and lack of a clear delivery timeline. This is certainly not the experience we aim to provide, and we appreciate you bringing this to our attention so we can continue improving our communication.
We’re glad to see that your order has since been successfully delivered, and we appreciate your patience throughout this process.
If there’s anything further we can assist with, please don’t hesitate to reach out to our team directly at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Service very poor
If there is a rating way lower than 1 star, that’s what I’ll give them. Delivery took 2 months with no clear information on when will i get the item. Tracking link vague and cust support not much help.
17 February 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand your frustration with the delay and lack of clarity. This is not the experience we aim to provide. Please feel free to reach out to us at customers@charleskeith.com with your order details, and we’ll be happy to look into this and assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
The worst company I’ve ever bought to I…
The worst company I’ve ever bought to I bought from them two times both of the times they never delivered and took my money, but never give me the product. Please don’t buy save your money.
31 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand your frustration. This is not the experience we aim to provide. Please write to us at customers@charleskeith.com
with your order details, and our team will be happy to look into this and assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
Poor quality
I have 2 products from this brand. And both are very disappointing. Poor quality with high price.
Handbag only last for 1year
Shoes only last for 6month, also not comfortable to wear.
29 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re sorry to hear about your experience and truly appreciate your comments. Your feedback will be taken into consideration for future product developments. We value your support and hope to provide a better experience in the future.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Really disappointed with my recent…
Really disappointed with my recent order from Charles & Keith.
I placed an order on March 13 and it was shipped via Royal Mail, but the parcel got stuck at the Coventry hub for over a week and was eventually confirmed lost.
What’s more frustrating is the customer service experience — instead of taking ownership as the sender, I was asked to provide “proof” of my conversation with Royal Mail (which was done via phone, so no transcript exists).
As a customer, I expect the brand to handle courier issues directly and resolve things efficiently. I’m still waiting for a clear resolution on whether my order will be replaced or refunded.
Love the products, but the aftercare and support really need improvement.
28 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Please rest assured that we’re looking into this and will follow up with you via email as soon as possible. Thank you for your patience.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Received my bag yesterday after seeing…
Received my bag yesterday after seeing it advertised on my socials - I’m forever buying bags and the sizing isn’t right - it was a well presented advert and purchased
I’m extremely happy I did
It arrived packaged well
Got 10% off and from start to finish was perfect with the ending amazing
Can’t wait for the weekend when I will be using my bag
Would highly recommend
26 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to leave a review.
It's delightful to receive such kind comments, and we are pleased that you had a positive experience with us. Your feedback on your recent shopping experience is highly valued.
We appreciate your support and eagerly anticipate your return for future shopping. Remember to subscribe to our newsletter through our official website to stay informed about our new arrivals and promotions.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
I’m extremely disappointed with Charles…
I’m extremely disappointed with Charles & Keith and their customer service.
I placed an order that never arrived, and despite reaching out multiple times over several months, I’ve received little to no response. When they do reply, it’s vague and unhelpful, with no real effort to resolve the issue.
It’s frustrating and unacceptable that I’ve been left chasing this for so long without a refund or proper explanation. Customers shouldn’t have to fight this hard to get their money back for an item they never received.
At this point, it feels like they are simply avoiding responsibility. I expected much better from a well-known brand, but this experience has completely put me off ordering from them again.
I would strongly advise others to be cautious when ordering online, especially if something goes wrong — don’t expect timely or effective support.
26 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Please rest assured that we’re looking into this and will get back to you via the same email thread as soon as possible. Thank you for your patience.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Shocking Quality!!! Shop Elsewhere!!
My partner purchased the Ivette bag for me for Christmas and all I can say is the quality of it is SHOCKING. It’s had minimal use and has been stored correctly in the dust bag provided however all the bottom is peeling away despite my careful handling of it. Don’t be fooled by the look of the bag to start with (because it is a very pretty bag upon first glance) because within a month or two it’s going to look so scruffy! I regret asking my partner for it as a present now because the customer service response he received was just as shocking as the quality of the bag, first of all he was ignored for 10 days after the initial response of them asking for multiple high quality photos of the damage and then after he sent a follow up email their response was disgusting:
“Experts indicate that if an item is not used for a prolonged period, particularly without any prior usage, it may undergo changes, including drying and cracking. Exposure to dry humidity and hot weather can cause faux leather or leather to stiffen and crack. Natural moisture within the leather can be depleted indefinitely due to weather conditions.
Our department has reviewed the images of the bag you provided, and we sincerely apologize that the peeling of the faux leather is classified as an irreparable condition. Unfortunately, we cannot assist with any repair or replacement, as this condition is not due to a manufacturing issue but rather an external factor.
Additionally, as your order was placed on 04/12/2025, and more than 30 days have passed since you received the item, we are unable to offer a refund for this purchase”
So basically what the company are saying is that whether the bag is used or not it’s going to end up in an absolute state. Consumer rights state that an item should be fit for purpose for a certain amount of time and this bag is 100% not fit for purpose and it will be getting taken further due to their lack of a refund! Avoid this company and shop elsewhere - I’ve actually had better quality bags from the high street for a fraction of the price so save your money!
18 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re very sorry to hear about your experience and understand your frustration. While some changes to materials can occur over time due to environmental factors, we truly value your feedback and will take it into consideration as we continue to improve our products and services. We appreciate your support and hope to provide pieces that meet your expectations in the future.
Best Regards,
CHARLES & KEITH Customer Service Team
False Advertising
To say I’m disappointed is an understatement. I purchased this bag after seeing it advertised on social media by Charles & Keith themselves and also ‘influencers’
The posts showed it being advertised as coming in a lovely branded box, however this is NOT the case.
It came in a battered, flimsy cardboard packing box and the bag itself is just wrapped in thin plastic.
It’s completely false advertising, and what’s worse is, the people advertising them on social media aren’t even paying for the products and receive them presented in nice box. But the paying customers get a plastic bag.
Do better Charles & Keith and actually look after those PAYING for their items!
20 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re sorry for any confusion caused. The packaging featured in our PR and influencer campaigns is specific to PR packages. Please rest assured that all online orders are securely packed in a sturdy cardboard box to ensure your items are protected during delivery. We truly appreciate your support and feedback, and we’ll take this into consideration as we continue to enhance the experience for our customers.
Best Regards,
CHARLES & KEITH Customer Service Team
Poor quality and poor service
I purchased the Ivette bag for my fiancée for Christmas and, like other reviews, we're not happy with the quality at all. She doesn't use it as a daily bag and she stores it in the dust bag it comes with but the faux leather has cracked and peeled off within 2 months. I then contacted customer service and sent photos and the response was that it comes under general wear and tear and they wouldn't help me. I asked for the issue to be escalated and I received no further communication for a month. I then emailed again to chase this up and they tried to tell me because it's not used daily that's the reason it's damaged, which is the most nonsensical thing I've ever heard in my life. Won't be shopping here again and I would advise everyone else to avoid like the plague.
18 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience and understand your frustration. While signs of wear can sometimes appear even with careful use, we appreciate your support and feedback. We’ll continue to work on providing quality pieces and experiences for all our customers.
Best Regards,
CHARLES & KEITH Customer Service Team
Extremely Delayed Shipping – Still Waiting!
Very disappointed with my experience ordering from Charles & Keith. The shipping is extremely delayed—it’s been almost a month and I still haven’t received my item. There has been little to no update on the tracking, which makes it even more frustrating.
I expected delivery within the stated timeframe, but clearly that’s not reliable. Many other customers seem to be experiencing the same issue, especially with international orders taking weeks longer than expected or getting stuck in transit.
Overall, the long wait time and lack of clear communication make this a very frustrating shopping experience. I wouldn’t recommend ordering if you need your items quickly.
17 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about the delay and understand your frustration. According to our records, your order has already been delivered. If you’re still unable to locate your item, please reach out to us at customers@charleskeith.com
with your order number, and we’ll be happy to assist further.
Best Regards,
CHARLES & KEITH Customer Service Team
HORRENDOUS CUSTOMER SERVICE AND DELIVERY
I ordered the bag a month in advance as a gift for Eid. The website says it would take 2-5 working day to b shipped, however it has been over a month and the bag has still not been delivered. I have emailed many times and messaged many times via WhatsApp but the replies are all the same giving me no actual update. I've tried to access live chats however they have absolutely terrible customer service and no one even replies. The last update given was of it boarding the flight on the 28 of February, it is now 12 of march and still no update has been given. I have also requested for a refund, however they said that the order has to b delivered in order to provide a refund. I am very close to believing I have been scammed. I am absolutely appalled from this customer service and will not be ordering form here again.
12 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the frustration and understand how upsetting this delay must be, especially with your order intended as a gift. We want to assure you that your bag is currently on its way, and we’re closely monitoring its progress.
We appreciate your patience and understanding, and our team will continue to follow up to ensure your order reaches you as soon as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
I’ve been shopping at Charles and Keith…
I’ve been shopping at Charles and Keith for some time, mostly bags. In January I bought a pair of sandals for my upcoming holiday.
On my holiday I took the sandals with me and well… first time wearing them I got few blisters , which I expected as they were new. On maybe the 3rd day the leather label on the insole unglued. Now they are unwearable. I sent pictures to Charles and Keith and they said that’s normal wear and tear and their shoes are not made for beach. Maybe skip them if you want to wear their stuff outside of pavement.
5 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the disappointing experience with your sandals during your holiday. We understand that while you expected a few initial blisters, having the leather label on the insole unglue by the 3rd day is unacceptable, making them unwearable.
We are especially sorry for the response you received after sending pictures, and we regret that our previous assessment of "normal wear and tear" did not meet your expectations. We understand your frustration regarding our advice on beach use and your feeling that our products may be limited to pavement wear. We take your feedback seriously as we strive to ensure our footwear is both stylish and durable for various environments.
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
Have a wonderful day ahead!
Warmest regards,
CHARLES & KEITH TEAM
Still waiting for my return
Took ages to arrive, I changed my mind about the shoes and returned the parcel, I have been waiting three months for my return, I have provided them with proof of purchase, which they confirmed they had received, however are now saying it’s the wrong proof of returns and I am still waiting for my refund, which they won’t progress. Their returns tracking portal also doesn’t work.
27 December 2025
Unprompted review
Reply from CHARLES & KEITH
Thank you for your review and feedback.
We sincerely apologize for the distressing experience regarding your return. We understand that after a long delivery wait, you have been waiting three months for your return to be processed. We deeply regret the conflicting information you received regarding your proof of purchase and proof of returns, and that your refund is not being progressed despite your cooperation.
Furthermore, we apologize that our returns tracking portal is not working, which has clearly added to your frustration. This level of service is not what we aim to provide, and we understand your disappointment with the lack of progress on your refund.
To allow us to urgently investigate the status of your return and resolve the discrepancy regarding your documentation, please reach out to us with your order number.
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
The bag is very stylish but doesnt last
The bag is very stylish and beautiful. I actually thought i was getting something very good quality but it isnt. The plastic has pealed off in the corner, after using it once. I have sent images to them and still no return. I was like a refund and someone to reply to me!
20 February 2026
Unprompted review
Reply from CHARLES & KEITH
We are pleased to hear that you find the bag very stylish and beautiful, but we sincerely apologize that the quality did not meet your expectations. We are sorry to hear that the plastic has peeled off in the corner after using it only once, especially since you were expecting a high-quality product.
We also deeply regret that you have sent images to us and still have not received a response or a resolution regarding your return. We understand your frustration at the lack of communication and your request for a refund and a timely reply. We strive to provide better support and are concerned that your case has not been addressed yet.
To allow us to urgently prioritize your refund request and investigate why your previous emails were not answered, please reach out to us with your order number.
Do not buy! Poor quality bag and terrible customer service!
Do not buy, poor quality product and terrible customer service!
My mum bought the Ivette Woven Shoulder Bag as a Christmas gift for me in the Black Friday sale. When I came to use the bag a couple of days after Christmas I noticed that some of the PU had come away. I emailed a photo and asked for a replacement for the faulty bag. I was told they would not replace it as it was over 30 days, despite it being a Christmas gift I had only just recieved. I asked to raise a formal complaint and then they agreed to a refund. However, I had to provide picures of a cut in the bag and it in the bin before they would send a refund. I sent these photos 3 weeks ago and have had no response from the company! Appauling customer service! I now have no bag and no money.
I originally offered to return the bag assuming they could repair or recycle it, cutting it up and throwing it away seems very wasteful.
29 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the distressing experience you have had with your Ivette Woven Shoulder Bag and our customer service. We understand that this was a Christmas gift purchased during the Black Friday sale, and it is disappointing to hear that the PU material had come away after only a couple of days of use.
We deeply regret the initial refusal to replace the faulty bag due to our 30-day policy, especially given the circumstances of it being a holiday gift. Furthermore, we apologize for the frustration caused by our requirement for you to provide pictures of the bag cut up and in the bin before a refund could be processed. We acknowledge your concern that this practice feels wasteful, particularly as you had offered to return it for repair or recycling.
It is truly concerning that you sent these photos 3 weeks ago and have had no response, leaving you with no bag and no money. We agree that this level of service is unacceptable and falls short of the transparency and support we aim to provide.
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