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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Review summary
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I thought Charles & Keith had either physical stores or a workshop in the UK, so I decided to bought a black small wallet. Unexpectedly, the shipment originated from Hong Kong. The wallet was shi... See more
Company replied
Was expecting the product before Christmas, but received it a week later, which I wasn't happy about as it was a present for my mother. The bag itself was beautiful and she loved it. THANK YOU... See more
Company replied
Quick postage, gorge looking shoes but knocked a star off because they’re so uncomfortable and difficult to walk in
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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 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.
Very disappointed
I bought a bag I really wanted from their website. A black "leather" bag with some gold details. I used it a few times (no more than 4), I didn't put much in it because I noticed it was very delicate, I stored it in its dust bag to avoid scratches and more. After the last use, I saw the leather started coming off from the bag's corner. I contacted their customer service, and it seems like they only accept items that are faulty upon arrival. For them, it's normal for a bag start coming apart after 4 times you use it. I wasn't expecting a full refund but at least an exchange or another type of support. So sad, I thought I had bought from a serious brand. Well, better knowing this now than after buying another bag I wanted.
29 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand how disappointing this must be.
Our returns and exchanges policy applies to items that are received with faults, as noted at the time of delivery. We truly value feedback like yours, as it helps us review our products and services.
If you’d like further assistance, please reach out to us via the same email thread, and our team will be happy to review your case.
Thank you for sharing your thoughts with us.
Best Regards,
CHARLES & KEITH Customer Service Team
Very poor customer service!
My parcel gone missing and the fact that Royal Mail accepted to re-route as pick up to the nearest Post office but still delivered in my address. You did not do something about it from Jan 8 until now. Asking me to provide CCTV or Police report which I don’t have as I told few times in the email. So if I cannot provide their email saying they will not do any compensation until I provide Police report/CCTV. Very annoying and poor customer service!
8 January 2026
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
My parcel never got delivered.
Company uses Royal Mail for delivery and I had a very bad experience. I ordered my bag on 30th December and waited 10 days for Royal Mail to attempt delivery. But still never received my package. Customer service is also of no help.
30 December 2025
Reply from CHARLES & KEITH
Hi Myesha,
Thank you for your feedback. We’re sorry to hear about your frustration and would like to clarify the situation for transparency.
Your order was dispatched on time and handed over to Royal Mail for delivery. As advised, once delivery delays were identified, our team raised a redelivery request with the courier on your behalf and is currently awaiting their response. This process is handled directly by the courier and requires their confirmation before further action can be taken.
Please note that delivery timelines are dependent on the courier, and while we actively assist by liaising with them, we do not control their delivery attempts. Our customer service team has been in contact and is continuing to follow up to resolve this as quickly as possible.
We appreciate your patience while this is being addressed and will provide an update as soon as we receive confirmation from Royal Mail.
Best,
CHARLES & KEITH Client Communications
Good product, poor service
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 holes were difficult because they hadn’t been pierced sufficiently.
30 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re really sorry to hear about the delay and that the shoes didn’t arrive in time for your event. We understand how frustrating that must have been. Thank you as well for sharing your feedback on the fastening holes; we’ve noted this and will pass it along to our product team for review. If you’re still considering a return or need assistance, please feel free to drop us a message at customers@charleskeith.com with your order details and we’ll be happy to help.
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
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
Was expecting the white Charles and…
Was expecting the white Charles and Keith box . But didn’t get it 😒
27 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thanks for sharing this with us! We’re sorry for the disappointment. The white Charles & Keith box is reserved for PR packages only. Rest assured, all online orders are securely packed in our standard packaging to ensure your items arrive safely.
Best Regards,
CHARLES & KEITH Customer Service Team
Quick delivery and beautiful shoe s i…
Quick delivery and beautiful shoe s i am very impressed
26 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 will forever love Charles & Kieth…
I will forever love Charles & Kieth bags! The bags are so versatile & so classy and elegant. I bought several bags recently and all are works of art! My current favourite is the XL Calla tote bag in the dark brown colour, which I have been using everywhere (I mean everywhere)! It's so versatile with its changing shape that I can wear it day-to-day on the go, or even to travel, out for lunch, running errands, when shopping, going to work- you name it.
26 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
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
the bag is very beautiful!
24 December 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
You have such a bad customer service
You have such a bad customer service. And it is not for the first time. I experienced it for twice and will never buy anything from you again. I wish I could give you a 0 star rating.
25 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. This is certainly not the level of service we aim to provide. Your feedback has been noted and will be shared with our team to help improve our customer service. We sincerely regret the inconvenience caused.
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
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
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
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
Absolutely terrible company
Absolutely terrible company. I have placed an order that supposed to be delivered withing 2-5 working days. I was contacting customer service who basically ignored my emails and request to cancel the order after 3 weeks of waiting.
Order came months after the order was placed, despite the fact I cancelled it as I was traveling abroad.
I got no notification that it was delivered to my neighbour.
I am appalled by the cutomer service literally ignoring my emails, zero contact, long waiting time. Will never use again and will discourage my friends and family to ever use this company.
21 November 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the experience you’ve had and understand how frustrating this must have been. We sincerely apologize for the delays, lack of communication, and any inconvenience caused by the delivery issues. Your feedback has been noted and will be shared with our team to help improve our processes and customer service. We truly regret that this experience did not meet the standards we aim to provide.
Best Regards,
CHARLES & KEITH Customer Service Team
Amazing bag very classy and well priced…
Amazing bag very classy and well priced
10/10
21 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
Gorgeous shoes and super fast delivery
Gorgeous shoes and super fast delivery. At last I’ve found affordable and really nice shoe choices in size 35. Please don’t ever stop stocking this size.
20 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
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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