First time ordering items from Charles & Keith. My order was good looked just how it was advertised, but My order took far too long to arrive, 12 days in total, then there was issues from the courier... See more
Company replied
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Review summary
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The bag is beautiful, i would buy again but i have rated this 3 because delivery was 12 days yet on the website it says 2 to 9 days, that was very inconvenient
Company replied
The bag is beautiful but the delivery took almost 2weeks. I would highly recommend but please do something about delivery time frame
Company replied
Overall, I am satisfied with the Charles & Keith brand. I ordered a bag because I liked its design and size. However, as it is a crossbody bag, the strap was too short for comfortable use. I had to... See more
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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 97% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
would not order from again unfortunately
packaging is very unattractive, expensive bag shipped in a plastic bag and brown battered box - definitely not giftable
dont trust delivery date also as i was told 2-3 days from shipping, i didnt get any contact along the way and received a week later than expected
6 June 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations.
We understand your disappointment regarding the packaging and the delay in receiving your order. We also recognise the importance of providing accurate delivery expectations and timely shipment updates throughout the delivery journey.
Your comments have been shared with the relevant teams for review as we continue to improve our customer experience. Should you require any further assistance regarding your order, please reach out to our Customer Service team at customers@charleskeith.com with your order number and the email address used to place the order.
Best Regards,
CHARLES & KEITH Customer Service Team
I placed an order and it arrived within…
I placed an order and it arrived within the stipulated time, well packaged and the bag is exactly as it is in the picture. I ordered the wrong size and the return process was seamless.
6 June 2026
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
My item was meant to be delivered over…
My item was meant to be delivered over a week ago, still not here
4 June 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
We're sorry to hear that your order has not arrived as expected.
Please reach out to our Customer Service team at customers@charleskeith.com with your order number and the email address used to place the order. Our team will be happy to investigate the status of your shipment and assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
Good service got order quickly
3 June 2026
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
I sent the shoes back straight away…
I sent the shoes back straight away after delivery for a return and a week later no acknowledgement of receipt has sent even less so my money back. I can see it has been received by you more than 72 hours ago which is what you say on your website that you'll take to acknowledge returns.
4 June 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your feedback. We understand your concern regarding the return processing timeline.
We can confirm that your refund has since been processed and we're sorry for the delay and any frustration caused during the returns process.
If you require any further assistance, please feel free to reach out to our Customer Service team at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Takes a very long time to deliver…
Takes a very long time to deliver inside the uk, so inconvenient.
4 June 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
We're sorry to hear that your order took longer than expected to arrive. We understand how frustrating delivery delays can be, especially when waiting for a purchase.
We appreciate you taking the time to share your feedback, and your comments have been shared with the relevant teams for review. Should you require any further assistance regarding your order, please feel free to reach out to our Customer Service team at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the delay and frustration caused by the fact that you have yet to receive your order and have not been provided with a reason for the delay. We understand how disappointing and worrying it is to wait for your items without updates, and we deeply regret any inconvenience this situation has caused.
We take delivery issues very seriously and want to ensure your package reaches you safely. To allow us to check the current tracking status and urgently investigate why your order has been delayed, 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.
Have a wonderful day ahead!
Warmest regards,
CHARLES & KEITH TEAM
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you experienced fast delivery and that your item looked exactly the same as the picture! Ensuring a prompt delivery and providing products that match our visuals perfectly are what we strive for, and we are so glad we met your expectations.
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
Quality was really good! Great value for money!
I’m so happy with the Noane bag I purchased. The quality was really good and the size was perfect for an everyday bag for work. Quick delivery too. Thank you.
2 June 2026
Reply from CHARLES & KEITH
Dear Donna,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you are so happy with your new bag! It is wonderful to know that you found the quality really good, the value great, and the size perfect for your everyday use at work. We are also glad that you experienced quick delivery with your order.
Your kind words mean a lot to our team and motivate us to keep delivering excellent products and service.
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
expect to wait a while for your order to arrive
delivery took longer than expected. i needed these heels for my anniversary celebration and they didn't come on time, but they are everything i could ask for so that somewhat cancels out the long delivery time. if you are ordering for a special occassion, i'd order in advance!
12 June 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the delay you experienced with your shipment, and we are deeply sorry that your heels did not arrive in time for your anniversary celebration. We understand how disappointing it is to miss having the perfect item for a special occasion, and we regret the frustration this caused.
At the same time, we are so pleased to hear that the heels are everything you could ask for, and we appreciate your kind words and your helpful advice to other shoppers regarding ordering in advance. We take your feedback regarding delivery timeframes very seriously as we continuously work to improve our shipping speed and logistics.
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
I never got my order
I never got my order, I sent a mail as regards to this and nothing was done about it
2 June 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the distressing experience you had with your missing order and for the frustration caused by the lack of resolution after you sent an email regarding this matter. We understand how disappointing and concerning it is to not receive your items and to feel that nothing was done to help you.
We take delivery and communication issues very seriously, and we want to resolve this for you as quickly as possible. To allow us to locate your email, investigate the whereabouts of your shipment, and ensure immediate assistance is provided, 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.
Have a wonderful day ahead!
Warmest regards,
CHARLES & KEITH TEAM
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We are deeply concerned to read your review and sincerely apologize for the highly disappointing and distressing experience that led you to describe our service this way. We take allegations of this nature extremely seriously, and it is never our intention to cause any frustration or distress to our customers.
We would like to look into this matter urgently to understand what happened and address your concerns fully. To allow us to investigate your case immediately, please reach out to us with your order number or any relevant details.
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
Extremely disappointed
Extremely disappointed. I ordered a pair of flats on 3 June, and by 14 June they still had not arrived. Waiting this long for a simple order is unacceptable. The delivery process has been frustrating, and there has been little reassurance regarding when the order will actually arrive. Based on this experience, I would hesitate to order again.
2 June 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the extreme disappointment and frustration you have experienced regarding your order of flats. We understand that you placed your order on 3 June, and by 14 June, it still had not arrived. We agree that waiting this long without proper updates or reassurance is unacceptable, and we deeply regret that this delivery process has caused you to hesitate to shop with us again.
We take shipping issues and customer communication very seriously. To allow us to check the tracking details, find out exactly what caused this delay, and provide you with an urgent update on the status of your package, 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.
Have a wonderful day ahead!
Warmest regards,
CHARLES & KEITH TEAM
Always love Charles and Keith
Always love Charles and Keith, good quality without breaking the bank.
1 June 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you always love shopping with us! Providing good quality and stylish products without breaking the bank is exactly what we strive for, and knowing that we have met your expectations means the world to our team.
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
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We are absolutely thrilled to hear that you loved your bag and found it immaculate! Knowing that the product itself met your expectations truly brings joy to our team.
However, we sincerely apologize for the delay you experienced with your shipment. We understand that the delivery took longer than expected, and we regret any frustration this waiting period may have caused you. We take your feedback regarding shipping timeframes very seriously as we continuously work to improve our logistics and delivery speed.
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
I ordered 3 bag for my cousin for gift
I ordered 3 bag for my cousin for gift, soon want to buy for myself, I really like it very nice quality, same as in picture, thank you so much
1 June 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you ordered three bags as gifts for your cousin and that you are planning to buy one for yourself soon! It is wonderful to know that you really like them, found the quality very nice, and that they look the same as in the pictures. Knowing that our products bring joy to you and your loved ones truly means the world to our team.
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
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize that the bag you received did not meet your expectations in terms of quality. We understand how disappointing it is to receive an item that does not match what you imagined, and we appreciate you sharing your experience with us.
We take the quality of our products very seriously, and we will certainly share your comments with our product development and design teams to help us improve moving forward. If you are not satisfied with your purchase, please feel free to check our return policy or reach out to us with your order details so we can guide you through the available options.
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
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you find the handbag to be of very good quality! Providing well-crafted and beautiful products is exactly what we strive for, and knowing that your new bag met your expectations means the world to our team.
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
Exceptional quality and very pretty
30 May 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you found your items to be of exceptional quality and very pretty! Providing beautifully designed and well-crafted products is exactly what we strive for, and your kind words bring great joy to our team.
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
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you found our products to be of good quality! Providing well-crafted and durable items is exactly what we strive for, and knowing that we have met your expectations means the world to our team.
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
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