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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Reviews shaping this summary
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
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 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Had a great experience
Had a great experience, online communication fast efficient delivery. Customer service support was friendly and helpful. Lovely shoes too. Thank you highly recommended online store
23 May 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
Good
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 purchase a strap extender separately, as I could not find an original extender from the brand.
For this reason, I am giving the product 4 stars instead of 5. I believe this aspect has not been fully considered by the brand, and it does not completely meet the needs of all customers.
23 May 2026
Reply from CHARLES & KEITH
Dear Ingrida,
Thank you for your review and feedback!
We are pleased to hear that you are overall satisfied with our brand and that you liked the design and size of your new bag. However, we sincerely appreciate you highlighting your experience regarding the strap length.
We understand your disappointment that the crossbody strap was too short for a comfortable fit, resulting in you having to purchase a separate extender because an original option was not available from our brand. We apologize that this aspect did not completely meet your needs out of the box. Please rest assured that we take your feedback seriously, and we will share your comments regarding strap lengths and the availability of original accessories with our product design team to help us better accommodate all of our customers in the future.
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,
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
No refund so far
Returned a bag, and the parcel was signed in early May. Contracted the CS, I was told that they whole refund process takes up to 31 'working days'. I believe it's either close to 31 days or it has passed already. Still no refund. I'm going to take legal actions.
6 April 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the delay and distress you have experienced regarding your return and refund. We understand that your returned parcel was signed for in early May and that you were advised the processing timeframe could take up to 31 working days. We completely understand your frustration and concern given that this timeframe has now passed, and you have still not received your refund.
We deeply regret that this situation has caused such severe concern and led you to consider legal action. Please be assured that it is never our intention to delay your funds, and we take your feedback regarding this matter very seriously.
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
Shoe fit
The product quality is great
True to size
Took longer than expected to be delivered.
23 May 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are pleased to hear that you are happy with the shoe fit and that you found the product quality to be great and true to size.
However, we sincerely apologize that your order took longer than expected to be delivered. We understand how important timely delivery is, and we take your feedback regarding the shipping time seriously as we continuously work to improve our delivery process 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
Great bag I loved it
23 May 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,
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,
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
This bag exceeded all my expectations
This bag exceeded all my expectations! The quality is truly exceptional, and you can tell a lot of care went into making it. It is elegant, stylish, and beautifully crafted.
I was impressed from the moment I opened the package. The bag feels luxurious, the details are perfect, and it has quickly become one of my favorite accessories.
I couldn’t be happier with my purchase. It’s exactly what I was looking for and worth every penny. Highly recommended!
⭐⭐⭐⭐⭐
22 May 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
Good customer service and response to feedback
Item was just exactly what I ordered, had some delays in delivery but I have been assured reforms will be made to delivery experience. In all I am impressed at customer service and consideration.
22 May 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We sincerely apologize for the disappointing experience you had with our delivery service. We understand that you wanted this item as a special birthday gift, and we are deeply sorry that the delivery resulted in it arriving 9 days after the celebration had already passed.
We understand how upsetting it is to have a gift miss its intended occasion, and we apologize for the frustration and inconvenience this delay caused you and the recipient. We take your feedback regarding shipping times seriously as we work to improve our logistics and delivery efficiency.
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,
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
I bought some shoes from their website…
I bought some shoes from their website on the 23rd May thinking that they have a warehouse here in the UK. I thought delivery would be 2-5 days as I previously ordered a bag and was delivered quite fast. First of all the shoes were in Hong Kong the site stated that it typically takes 9 days for international orders. Charles and Keith has partnered with evri to make deliveries in the UK. My shoes arrived in uk on the 2nd April and has been sitting in their depot for the last 2 days. It is now 4th April and still haven’t received my shoes cancelling order at this point is just frustrating after all this time. Hoping they will deliver my shoes end of April. Evri driver just left my parcel outside my garage at the back where it’s prone to being stolen. I now have to reach out to Charles and Keith for a refund and to evri which is really stressful. Will not be biting form this brand as they choose one of the lowest delivery services in the UK
23 May 2026
Unprompted review
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. We understand how disappointing it is to wait longer than expected for your items, 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 the whereabouts of your shipment, 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,
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 a good experience
Such a good experience, speedy delivery, excellent product and reasonably quick refund (I ordered 2 pairs and kept 1 pair of shoes). Highly recommended, will definitely use again.
15 May 2026
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,
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
So comfortable 🙌🏽
19 May 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
So cute and lovely i like it 🤗❣️
19 May 2026
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
Very happy with my purchase
ordered a bag that was estimated to arrive within 2–5 days. After reading some Facebook reviews about long delays and delivery issues, I started to worry it wouldn't arrive in time for my holiday. I was also planning to order a pair of shoes, but decided against it because I wasn't confident they would arrive on time.
Thankfully, my bag arrived in less than five days and I'm very happy with it. Looking back, I wish I'd ordered the shoes as well! 😊
28 May 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your experience with us. We completely understand your concerns after coming across those reviews, and we're sorry to hear they caused some uncertainty about your order.
We're delighted to know that your bag arrived within the estimated timeframe and that you're happy with your purchase. Thank you for giving us the opportunity to serve you, and we hope you'll consider us again for your next order. We truly appreciate your support!
Best Regards,
CHARLES & KEITH Customer Service Team
Nice heels and very comfortable to walk…
Nice heels and very comfortable to walk in. Package was so beautiful as well. Great job
19 May 2026
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,
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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