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
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Review summary
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Reviews shaping this summary
Shipping was way longer than stated and it was nearly impossible to track, to the point that I thought I was scammed. The tracking number wouldnt work for any of the normal carriers and I never reciev... 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.
Sizing guide not correct and delivery was too long
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 it arrived and no one was home to properly check it and return for the right size.
29 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about the delay and sizing issues. If you need assistance with a return once you’re back, please email us at customers@charleskeith.com and our team will be happy to help.
Best Regards,
CHARLES & KEITH Customer Service Team
I did not receive my parcel
I did not receive my parcel, have contacted the team, not resolved yet
25 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and completely understand how frustrating this must be. We’re still checking with the courier and awaiting their update. Our team will follow up on the current email thread as soon as possible to assist you. Your feedback has also been shared with our team to help improve our customer service and delivery process.
Best Regards,
CHARLES & KEITH Customer Service Team
I purchased the Calis XL bag …
I purchased the Calis XL bag approximately 1 month ago and absolutely love it. . I was looking for a bag similar to the Polene Cyme after going to the Polene store multiple times and leaving disappointed because they never had the black cherry color. I am so glad I found this Charles & Keith bag. It’s well manufactured and looks high end. It comes with an extra pouch inside and I love that the interior is the same color as the exterior. I love the option of making it smaller with the magnetic side adapters. It’s perfection!
25 December 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
My order was damaged in transit and…
My order was damaged in transit and then became out of stock. I was told I had to redo order by myself but what I ordered was out of stock and on top of that the refund took forever
24 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your review with us. We are aware that one of our colleagues is already assisting you with your concern.
We will provide you with an update shortly via email, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
Missing item
First time order. Received only 1 item in the poorly packaged box. The one piece of tape that was on it was barely keeping the box together. I am now on week 2 of reaching out to the company with just one response of them asking what my order was and what the concern was. I stated everything in the email along with the name of the item missing and the screenshots of the order. No response since then. Its unfortunate that this is my first order and it has gone so bad. Will not be ordering again. Hoping I can still get my money back.
6 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and truly understand how disappointing this must be, especially for your first order with us. We apologise for the packaging issue and for the missing item, as well as the delay in our follow-up.
Please be assured that our team will review your case. Our team will follow up as soon as possible to assist and work towards a resolution. Thank you for bringing this to our attention, and we sincerely regret the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
SCAM- never sent me my package and will not give me a refund
SCAM- if I could rate 0 stars I would. My boyfriend had bought a bag off this company for me for christmas, nearly 2 month ago and it still has not arrived. Despite multiple attempts to get information on my package, they have refused to help or provide any updates. Their customer service is unresponsive and unacceptable. I would not recommend shopping with this company at all. I have asked for a refund and they have not responded. Complete trash company DO NOT BUY they have stolen our money
21 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the frustration caused and completely understand your disappointment. Please note that we have already processed your refund. If you need any further assistance, please reply on the current email thread, and our team will follow up to assist you.
Best Regards,
CHARLES & KEITH Customer Service Team
Scam
Scam - do not order, it never arrives
We placed an order the 10th of December, at the time a promise to deliver within 3 days was on their website. This was clearly a lie to increase sales before Christmas.
The wallet we ordered never arrived and we are the 21st of January. We also ordered a voucher but clearly cannot trust the company so we requested a refund of both after waiting more than a month for an update.
The customer service only answers with standard replies. We will have to contact test-achat or other mediators as even requesting to talk to a manager is being ignored, we lost 150 euros, time and offered disappointment for Christmas/birthday...
Be careful !
10 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand how disappointing this has been, especially as it was meant to be a gift. We sincerely apologise for the delay and the frustration caused by the lack of timely updates.
Please be assured that your feedback has been shared with our team. If you have already contacted us via email, our team will follow up on the current email thread to review your case and assist as best as possible. Thank you for your patience, and we truly regret the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Charles & Keith bag looks very…
Charles & Keith bag looks very elegant.The bag adds such a sophisticated touch to my outfit.I love the design—it’s so chic and timeless.”will purchase next time too
24 December 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
The exquisite purse arrived in the most…
The exquisite purse arrived in the most beautiful box ever ! My Granddaughter Loved it !
16 December 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
Love the bag!!
Love the bag!!
This bag is perfect for work, it's beautiful, stylish, and different from what you see. I couldn't be more pleased with my purchase.
22 December 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 never got the support i need from the…
I never got the support i need from the damaged packaging
23 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your review with us. We are aware that one of our colleagues is already assisting you with your concern.
We will provide you with an update shortly via email, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
Extremely poor customer service and logistics handling
I had a very disappointing experience with Charles & Keith that resulted in significant stress, wasted time, and out-of-pocket expenses due to the company’s internal errors.
I placed an order on November 17 . Part of the order was later cancelled due to a warehouse issue on the seller’s side. Because delivery deadlines were approaching, I placed additional orders to ensure I would have a suitable item in time.
Unexpectedly, the cancelled item was later re-triggered and shipped without my consent, creating duplicate shipments and confusion. Delivery timelines were not met as promised.
As a result of these seller-side errors, I was forced to return multiple items. During the return process, I was not automatically provided with a return address and had to contact customer service again, causing further delays. I was required to pay $48.99 for international FedEx return shipping, and FedEx also required me to complete complex commercial shipping documentation — a process that took over an hour.
Additionally, despite the company receiving all returned items on December 22 in excellent condition (some items were even unpacked), my refund has still not been processed as of January 20.
Despite clearly explaining that these returns and costs were caused by the company’s own logistical failures, customer service refused to consider reimbursing the return shipping and relied solely on generic policy responses.
This experience showed a complete lack of accountability and customer care. I would strongly caution other customers, especially international buyers, to be aware of the risks if anything goes wrong with an order.
At this point, I am still waiting for my refund despite full compliance with the return requirements.
My case was handled by multiple front-line agents, none of whom had authority to resolve seller-side errors.
20 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how frustrating this has been. We apologise for the inconvenience caused by the order and return process, and for the distress this situation has created.
We’d like to reassure you that the refund has already been processed. If you need any further clarification or assistance, please reach out via the current email thread, and our team will be happy to follow up accordingly. Thank you for sharing your feedback, it has been shared with the relevant team for review.
Best Regards,
CHARLES & KEITH Customer Service Team
The worst experience ever
The worst experience ever! The order arrived with one month of delay and it was not needed anymore. Return label is not provided. Issues with all couriers because extra UE country and you have to fill in a lot of paperwork with info and the good's material codes, which are impossible to find; no support from the customer care; return is charged to the customer. You have to delegate the courier to fill in all paperwork with information you can't find on your own and the cost is 79€. The customer care replies with large delays and never gives solutions. After getting the return they pretend to have other 14-21 working days to elaborate the return and other 14 working days to elaborate the refund. Awful service, a nighmare! Please do a favour to yourself, never order online at Charles & Keith!
29 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the challenges you experienced with your order and return. We completely understand how frustrating this must have been. We’ve shared your feedback with our team to review and improve our processes. If you need any further assistance with your return or refund, please reply on the current email thread and our team will follow up to assist you.
Best Regards,
CHARLES & KEITH Customer Service Team
We never received the purse
We never received the purse, it was ordered since 12/23/25
22 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear that you haven’t received your purse. We saw your email and our team will attend to your request as soon as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
The leather started ripping 2 days…
The leather started ripping 2 days after I received it. And the shoes were very squeaky. I really liked them but I can’t wear them anymore. I didn’t get to enjoy them at all. 😞
20 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the issues with your shoes and understand how disappointing this must be. We’ve shared your feedback with our product team for review. If you’d like further assistance, please email us at customers@charleskeith.com with your order details.
Best Regards,
CHARLES & KEITH Customer Service Team
Do not purchase from this company if…
Do not purchase from this company if you are unsure about sizing or the product. I bought two purses and three pairs of shoes/boots. One pair of boots was extremely tight around my calf, so I requested a return and sent the boots back the very next day. To be exact, I returned them on December 9, 2025.
Because of there was no communication on their end, on January 4, I emailed customer service, and a representative created a refund request and told me I would need to wait another 15 days. Today is January 19, 2026, and I still have not received my refund.
Delivery took almost three weeks, and the refund process has taken over a month. I will never shop here again.
20 November 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the delays with your delivery and refund, and we completely understand your frustration. If you need further assistance, please reply on the current email thread, and our team will follow up to assist you further. Your feedback has also been shared with our team to help improve our processes.
Best Regards,
CHARLES & KEITH Customer Service Team
My Parcel was delivered on time and the…
My Parcel was delivered on time and the quality of the product so good. I really love this Brand. Very much appreciated and highly recommended.
22 December 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
Customer service supporting returns is…
Customer service supporting returns is too slow. Chat platform on their website is not manned by a human, just a chatbot.
21 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about the slow support you experienced. We understand how frustrating this can be and appreciate your feedback. Our team is continuously working to improve response times and support processes, and we’ll share your comments with them for review.
Best Regards,
CHARLES & KEITH Customer Service Team
You pay for the item, tax and RETURNS!
Charles & Keith has stylish products, but the U.S. return policy is extremely frustrating. Online purchases cannot be returned in-store, unlike many other brands. On top of that, sales tax isn’t refunded and returns aren’t free — I had to pay $8.50 shipping for a $106 bag. Customer satisfaction is now zero. Free returns, in-store options, and tax refunds would make the shopping experience much more customer-friendly.
18 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your frustration and truly appreciate your feedback. We understand that return costs and policies can impact the shopping experience, and we’ll share your comments with our team as we continuously review ways to make our service more customer-friendly. If you need any assistance with a return, please email us at customers@charleskeith.com.
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
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