I love their bags and jewellery. However, a few months ago I purchased a ring, and within 2 wears (non-strenuous activity) one of the "diamonds" had fallen out. I reached out to the company to reques... See more
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Review summary
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I purchased my bag on May 14 and today is june 3 and my order is still in transit. I would have went with something else had i known it would take almost 3 weeks ( or more, my order is still in tr... See more
Company replied
The sizing guide of shoes for women is not correct. The delivery time was too long as well. I wasn't able to return the shoes I ordered as it took too long to arrive. I already left for vacation when... See more
Company replied
Runs about half a size too small but the shoes came in perfect condition and I got so many compliments!
Company replied
Company details
Written by the company
CHARLES & KEITH is a shoes, bags & accessories brand making headlines. Fashion Insiders biggest kept secret with affordable price points paired with luxury quality and design.
Contact info
Tai Seng Link 6, 534101, Singapore, United States
- CS-DEPT@charleskeith.com
- www.charleskeith.com
3.5
Average
12K 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 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Poor quality
I purchased the Arwen Quilted Top Handle Vanity Bag in color Black but the bag’s leather was chipped off in just a month. I really loved the bag and it’s so sad that I am even barely using it and it got damaged already. I purchased the bag as a birthday treat. And this is what happened.
7 April 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are so sorry to hear about the quality issue you experienced with your Arwen Quilted Top Handle Vanity Bag in Black. We understand that this bag was purchased as a special birthday treat, and we are deeply saddened to hear that the material chipped off in just a month, leaving you barely able to use a product you really loved.
We apologize that this purchase brought disappointment instead of the celebratory experience you deserved. We take product quality seriously and regret that the durability of the bag did not meet your expectations.
To allow us to investigate this issue with your Arwen bag and see how we can make this right for you, please reach out to us with your order number and photos of the damage.
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
Honestly the WORST customer service
Honestly the WORST customer service:
Dear Heather,
Thank you for reaching out to CHARLES & KEITH.
Kindly note that the first-time order discount code is applicable only once per customer account.
Once the code has been applied or attempted on an order, it cannot be reactivated or reused, even if the transaction was not successfully completed or captured.
We understand your concern, however we are unable to reinstate or reissue the code.
We appreciate your understanding.
Best Regards,
Aloysius K
Client Communications
CHARLES & KEITH
14 May 2026
Unprompted review
Reply from CHARLES & KEITH
Thank you for your review and feedback!
We sincerely apologize for the frustrating experience you had with our customer service team and the handling of your first-time order discount code. We understand that our response regarding the code being permanently deactivated after a failed or uncompleted transaction left you feeling deeply disappointed with our support.
We agree that a technical or payment issue should not prevent you from enjoying your introductory discount, and we deeply regret that our policy lacked the flexibility and customer care you expected. We take your feedback regarding this interaction seriously as we work to make our policies and customer assistance more supportive.
To allow us to review your case and see how we can assist you with your first-time discount, please reach out to us with your registered account details or order number.
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
Good deals and quality at a reasonable…
Good deals and quality at a reasonable price. Items were packaged well and with care
8 January 2026
Reply from CHARLES & KEITH
Dear Nadia,
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
Great quality
Quality is amazing. Great for everyday use as it has plenty of space to put many things inside.
11 January 2026
Reply from CHARLES & KEITH
Dear Kiran,
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
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’m extremely disappointed with my…
I’m extremely disappointed with my recent purchase from Charles & Keith. The bag arrived after 20 days, which is already frustrating, but what’s worse is that it came with damaged and broken leather. The material looks like it’s peeling and cracking, even though I haven’t properly used it yet.
I immediately contacted customer service and shared clear pictures of the defect, but they are still refusing to give me a refund. This is completely unacceptable. Waiting that long only to receive a defective product—and then getting no proper resolution—is very disappointing.
This was a total waste of money and time. Very poor quality control and even worse customer service. I would not recommend buying from here at all.😡😡😡
6 May 2026
Unprompted review
Reply from CHARLES & KEITH
Thank you for contacting CHARLES & KEITH.
Thank you for contacting CHARLES & KEITH.
We’re very sorry to hear about your experience and understand your frustration regarding the delivery delay and the condition of the item received. This is certainly not the standard of service we strive to provide.
Please note that we have already addressed your concern via email and shared the details of the resolution provided. We kindly ask that you refer to our email correspondence for further clarification
Delivery Problem as they never deliver
Worst experience in delivery of the product. I never receive the ordered item. when contacted Charles Keith customer service, they mentioned its not their problem and they won't be able to send another bag neither refund will be provided. Worst company and worst customer service.
5 January 2026
Reply from CHARLES & KEITH
Thank you for contacting CHALRES & KEITH.
We’re truly sorry to hear about your experience and understand how frustrating this situation must be. This is certainly not the impression or level of service we aim to provide to our customers.
Please note that we had responded to your email back in February regarding this matter. Nevertheless, we take your feedback seriously and would still like the opportunity to review your case further. Kindly contact us at customers@charleskeith.com with your order number and details so our team can look into the matter and assist you accordingly.
64 days today and I haven't received my…
63 days today and I haven't received my item.
I'm extremely disappointed.
THE POOREST SERVICE OF ALL.
So @Charles & Keith..
Please could you refund my 1 599 Kr if can't deliver the item?
I'm tired.
My very first purchase and your service is already HORRIBLE???
After writing my review on on TrustPilot on 20th April, you replied to me on 24th that you are going to up the matter and get in touch with me via my email but you never did.
I have tried to reach out to you in vain.
No email, no updates, no nothing.
How do you your business?
I start to think you are just but scammers.
No excellence at all.
27 February 2026
Unprompted review
Reply from CHARLES & KEITH
Thank you for contacting CHARLES & KEITH.
We sincerely apologize for the delay and understand how disappointing and frustrating this experience has been, especially for your first purchase with us. This is certainly not the level of service we aim to provide.
We’re also sorry for the lack of follow-up after our previous response on Trustpilot. Please be assured that we take your feedback seriously.
Kindly contact us at customers@charleskeith.com with your order number and contact details so we can urgently look into the status of your order and assist you further, including on the refund request if applicable.
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
Such beautiful hand bags
Such beautiful hand bags! I receive compliments on all of my bags from Charles and Keith. Great quality too!
29 September 2025
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 soooooo loved the quality
I soooooo loved the quality. Perfect for anywhere I go. 🥰🥰🥰🥰🥰🥰🥰🥰🥰🥰
24 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate you taking the time to share your feedback.
We are thrilled to hear your positive comments and are delighted that your recent shopping experience with us met your expectations. Your input is incredibly valuable to us as we strive to deliver excellent service consistently.
Thank you for your patronage, and we look forward to welcoming you back for future shopping endeavors. Don't forget to sign up for our newsletter on our official website to stay updated on our latest arrivals and promotions.
Should you need any further assistance, please feel free to reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Beautiful designs
Beautiful designs, very good quality, good prices.
It takes sometime to arrive and if you want to return, it also take sometime to arrive and process the refund. But all is good.
20 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your experience with us. We’re delighted to hear that you love our designs, quality, and pricing.
We also appreciate your patience regarding the delivery and return refund timelines. Your feedback is valuable to us as we continue working to improve the overall shopping and returns experience for our customers.
Best Regards,
CHARLES & KEITH Customer Service Team
Great quality products in an affordable…
Great quality products in an affordable price!
1 January 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely appreciate you taking the time to share your feedback.
We are thrilled to hear your positive comments and are delighted that your recent shopping experience with us met your expectations. Your input is incredibly valuable to us as we strive to deliver excellent service consistently.
Thank you for your patronage, and we look forward to welcoming you back for future shopping endeavors. Don't forget to sign up for our newsletter on our official website to stay updated on our latest arrivals and promotions.
Should you need any further assistance, please feel free to reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your kind words and for taking the time to share your experience with us. We’re delighted to hear that you had a positive experience with Danish’s humble and attentive service. Your compliments truly mean a lot, and we’ll be sure to share this with the team 😊
Best Regards,
CHARLES & KEITH Customer Service Team
I never received my order
Very disappointing experience with Charles & Keith.
It has been over a month since I placed my order, and I still have not received a proper resolution. I have contacted customer service multiple times and was repeatedly asked to “wait 2–5 business days,” then again “1–2 days,” but no actual solution was ever provided.
I have requested a refund several times over the past weeks and have been completely ignored.
This level of customer service is unacceptable — constant delays, no accountability, and no clear communication.
At this point, I would strongly advise others to be cautious before ordering.
22 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 situation must have been for you.
We recognise your concerns regarding the extended delays, repeated waiting timeframes, and the lack of clarity around the resolution process. This is not the level of service or communication we aim to provide to our customers.
We can see that your case is currently being attended to by our team, and the relevant follow-up is ongoing. We appreciate your patience and understanding while this is being reviewed, and our team will continue to keep you updated via email accordingly.
Best Regards,
CHARLES & KEITH Customer Service Team
Terrible exprerience
Placed an order from Vienna (#AT000344076). The delivery took 20+ days instead of the promised 6-10. Customer support is useless, hiding behind scripted responses.
The product is completely misleading: advertised as size 37, it fits like a 38. To top it off, the quality control is non-existent — the shoes were inconsistent (one larger than the other). When I asked for a resolution, they offered no support other than a costly return to Hong Kong for their own mistake.
If you are in Europe, stay away. There is no local support, no local warehouse, and they don't care about the customer. Absolute waste of money and time.
22 April 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience, and we understand how frustrating this must have been.
A delivery timeframe significantly beyond what was communicated, along with sizing inconsistencies and concerns on product quality, is not the experience we aim to provide. We also recognise how disappointing it is when the resolution options do not feel fair or convenient, especially for our customers in Europe.
Your feedback has been shared with the relevant teams for review, particularly around delivery timelines, product quality checks, and how we support our customers across different regions. We will also be reviewing how resolutions are communicated to ensure they are clearer and more considerate of the situation.
Should you need any further assistance, please feel free to reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
Return policy is horrendous
Honestly, the bag is pretty, but I wanted to return it because it’s not what I was looking for. I was disappointed to find that Charles & Keith has a very poor return policy. For an order at this price point, I would normally expect free returns.
Since the return would have to be shipped to the UK, it would cost me around €20, which feels excessive for an order that already costs over €150.
Overall, I’m not happy with the experience and wouldn’t recommend shopping here. Many other stores offer free returns and faster shipping. I’ve also heard several negative stories about people who paid for return shipping and still haven’t received their refunds.
Because of the high return cost, I’ve decided to keep the bag but I won’t be ordering from here again.
25 April 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your feedback with us. We’re sorry to hear that your experience did not meet your expectations.
We understand how important a convenient and reasonably priced returns process is, especially for our customers in Europe. Your feedback on the return costs and overall experience has been noted, and we are currently reviewing how we can improve our returns process to better support our EU customers.
We truly appreciate your feedback, as it helps us identify areas where we need to do better.
Best Regards,
CHARLES & KEITH Customer Service Team
Extremely disappointing and exhausting…
Extremely disappointing and exhausting customer service experience.
I ordered two pairs of shoes from Charles & Keith. One pair arrived scratched despite being sold as new, and the second parcel was heavily delayed with almost no meaningful updates unless I personally chased them for answers.
The real problem was not only the defective product, but the way the company handled it afterwards.
For the damaged pair, the first proposal was a 15% refund. Receiving a scratched item sold as new apparently deserved only a small discount.
After multiple follow-ups, I was then told that if I wanted a full refund, I needed to physically destroy the shoes myself and send photo/video proof. They told me I had to order the shoes again once I got a refund. This would already be questionable enough, but the model had become out of stock by then. In practice, they were asking me to destroy a pair I wanted while offering no possibility of replacement. At no time, they verified if the item was still in stock : they offer unrealistic solutions.
I was later told I could place a new order with “the same discount as a goodwill gesture”, even though this was simply the standard student discount already available to me. Calling that a goodwill gesture was frankly insulting.
Another proposal was free shipping on a new order, which again meant spending more money with a company that had already sent a defective item.
So after receiving a damaged product, the practical options offered to me were:
- keep the scratched shoes and accept a token refund
- destroy the shoes and lose any chance of owning the model
- spend additional money on a new order
At no point was a proper replacement offered. At no point was there any genuine accountability.
Meanwhile, the second parcel remained delayed for weeks and updates only came when I repeatedly contacted customer service. There was no proactive communication whatsoever.
What stood out most throughout this experience was the bad faith and lack of ownership. Every response seemed designed to minimise responsibility and shift the inconvenience, cost, or risk onto the customer.
The products may look nice online, but if anything goes wrong, expect a slow, rigid and deeply disappointing after-sales experience.
UPDATE : Unlike what they are saying in their comment, they have not followed up with me by email
It is all an act !
19 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to read about your experience, and we understand how frustrating and exhausting this must have been.
What you’ve described, receiving a scratched item sold as new, the delay with your second parcel, and the way the resolutions were handled, is not the experience we aim to provide. We also hear your concerns around the options shared, particularly how they felt impractical and did not take into account stock availability or your original intent to keep the item.
This is not the level of ownership or clarity we expect in our service. We’re currently reviewing your case internally, including our quality checks, communication, and resolution processes, to better understand where this fell short and to prevent this from happening again.
Our team will continue to follow up with you via email.
Best Regards,
CHARLES & KEITH Customer Service Team
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
Quality and customer service are not up their “standards”
I was so excited to purchase my first bag from Charles & Keith, but the experience has been a massive disappointment. After only six months, the bag is completely falling apart. For the price they charge, the quality is simply not there. To make matters worse, their customer service team was completely indifferent to the issue as “a significant amount of time has passed since the original purchase date.” I won’t be purchasing from this brand again.
13 April 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your feedback with us, we’re truly sorry to hear about your experience.
We understand how disappointing this must be, especially when the product did not hold up to expectations after a few months of use. While our team’s response was based on our current policy timeframe, we recognise that this may not feel satisfactory in your situation.
We truly appreciate you highlighting this, and we’ll be sharing your feedback with our team as we continue working to improve both our product quality and overall experience.
Best Regards,
CHARLES & KEITH Customer Service Team
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