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
Company replied
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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.
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
Very good and safe
21 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
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
Order delivered to the wrong address
My order was delivered to the wrong address and when I lodged this with the company, I’ve been completely ignored. Money down the drain and no accountability from this company and no response.
20 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the inconvenience and completely understand your frustration. We’re still waiting for the courier to complete their investigation regarding the delivery, and we’ll follow up on the current email thread as soon as we have updates. Thank you for your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
Best shop and quality
This is probably the best shop where one can find shoes and bags of excellent quality
20 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
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
bags were greatloved them
bags were greatloved them , only thing was the handles are thin but eveything else perfect for me
20 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re so happy to hear that you loved your bags! Thank you for your feedback about the handles, we’ll pass this along to our product team for consideration. We truly appreciate your support and hope you continue enjoying our designs!
Best Regards,
CHARLES & KEITH Customer Service Team
Amazing quality and style of bags
Amazing quality and style of bags. Mine has lasted me years without any damage or wear and tear. You can find the perfect bag for every occasion.
16 January 2026
Unprompted review
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
Long shipping time
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 recieved an email that my order was shipped and trackable. I had to google how to track orders from the company.
19 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the frustration caused by the delay and tracking difficulties. We understand how concerning this must have been. Your feedback has been noted and will be shared with our team to help improve our shipping notifications and tracking process. If you need any assistance, please email us at customers@charleskeith.com and our team will 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
Delivery time was awful
Delivery time was awful . I expected delay because it was holiday season but didn’t expect it to be that late. It was supposed to be a Christmas gift but it became a new year gift. Except the delivery i am happy with the product packaging and quality
30 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about the delay and understand how disappointing it must have been, especially for a Christmas gift. We’re glad to hear that you’re happy with the product and packaging. Your feedback on delivery has been shared with our team to help improve future service.
Best Regards,
CHARLES & KEITH Customer Service Team
It’s quite a bit small for me the size…
It’s quite a bit small for me the size that I ordered and the shipping takes a long time to received. It was sitting in NSW for an ages
18 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear that the sizing and shipping experience didn’t meet your expectations. We appreciate your feedback and will share it with our team to help improve our service. If you need any assistance with a return, please email us at customers@charleskeith.com and our team will be happy to help.
Best Regards,
CHARLES & KEITH Customer Service Team
I never got my package
I never got my package. Customer service was horrible. This is the worst company I’ve dealt with.
17 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. Our records show that the order has been delivered, and we’ve shared proof of delivery for your reference. If you haven’t received it, please reply on the current email thread so our team can follow up and assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
VERY unresponsive "customer service"
VERY unresponsive "customer service"
One hour order cancellation policy with no effective way to reach an associate is bogus and poor business practice. I had to pay to return an item, when had someone been available to help me cancel my order immediately after I placed it (found out product wasn't genuine leather and no longer wanted it) I could have avoided that aggravation and cost.
17 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and completely understand your frustration. We appreciate your feedback regarding order cancellations and return costs, and we’ve shared it with our team to help improve our processes. We sincerely regret the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Customer Service is Deplorable
I had ordered something that it would be delivered in 2 to 5 days. They didn't even ship until after the 5 day mark. I emailed them and i didn't get a response. I had emailed them 3 days. I will never order from
16 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the delay and lack of response — we understand how frustrating this must have been. Your feedback has been shared with our team to help improve our shipping and communication processes. We truly regret the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Biggest disapointment
Im asking this company how many poor reviews are required for you to be aware of the fact that you absolutely have to change something and work with the delivery process. It is outrageous! You call yourself a luxury company and the items are so expensive for what? Poor delivery ,which is the MOST important aspect, given the fact that people pay a lot of money and it shouldnt represent a risk, and with your company it does. I will keep sending bad reviews because i also had a bad experience with your shipment and i am deeply disapointed.
17 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and completely understand your frustration. We take all feedback seriously, especially regarding delivery, and your comments have been shared with our team to review and improve our processes. We sincerely regret the inconvenience caused and appreciate you bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
This is why I love Charles&Keith
Charles&Keith is one of my favourite brands, not only because it’s an affordable brand but Charles&Keith has it’s own unique designs and good quality.
And the fast response of inquiries is another big plus.
17 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
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