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
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Review summary
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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
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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 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.
Extremely disappointed
Extremely disappointed. I ordered a pair of flats on 3 June, and by 14 June they still had not arrived. Waiting this long for a simple order is unacceptable. The delivery process has been frustrating, and there has been little reassurance regarding when the order will actually arrive. Based on this experience, I would hesitate to order again.
June 2, 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the extreme disappointment and frustration you have experienced regarding your order of flats. We understand that you placed your order on 3 June, and by 14 June, it still had not arrived. We agree that waiting this long without proper updates or reassurance is unacceptable, and we deeply regret that this delivery process has caused you to hesitate to shop with us again.
We take shipping issues and customer communication very seriously. To allow us to check the tracking details, find out exactly what caused this delay, and provide you with an urgent update on the status of your package, 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
Always love Charles and Keith
Always love Charles and Keith, good quality without breaking the bank.
June 1, 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you always love shopping with us! Providing good quality and stylish products without breaking the bank is exactly what we strive for, and knowing that we have met your expectations means the world to our team.
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
Bag was immaculate
Bag was immaculate! Loved it. The delivery took longer than expected.
June 1, 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We are absolutely thrilled to hear that you loved your bag and found it immaculate! Knowing that the product itself met your expectations truly brings joy to our team.
However, we sincerely apologize for the delay you experienced with your shipment. We understand that the delivery took longer than expected, and we regret any frustration this waiting period may have caused you. We take your feedback regarding shipping timeframes very seriously as we continuously work to improve our logistics and delivery speed.
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
I ordered 3 bag for my cousin for gift
I ordered 3 bag for my cousin for gift, soon want to buy for myself, I really like it very nice quality, same as in picture, thank you so much
June 1, 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you ordered three bags as gifts for your cousin and that you are planning to buy one for yourself soon! It is wonderful to know that you really like them, found the quality very nice, and that they look the same as in the pictures. Knowing that our products bring joy to you and your loved ones truly means the world to our team.
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,
Thank you for your review and feedback.
We sincerely apologize that the bag you received did not meet your expectations in terms of quality. We understand how disappointing it is to receive an item that does not match what you imagined, and we appreciate you sharing your experience with us.
We take the quality of our products very seriously, and we will certainly share your comments with our product development and design teams to help us improve moving forward. If you are not satisfied with your purchase, please feel free to check our return policy or reach out to us with your order details so we can guide you through the available options.
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,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you find the handbag to be of very good quality! Providing well-crafted and beautiful products is exactly what we strive for, and knowing that your new bag met your expectations means the world to our team.
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
Exceptional quality and very pretty
May 30, 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you found your items to be of exceptional quality and very pretty! Providing beautifully designed and well-crafted products is exactly what we strive for, and your kind words bring great joy to our team.
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,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you found our products to be of good quality! Providing well-crafted and durable items is exactly what we strive for, and knowing that we have met your expectations means the world to our team.
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
What a beauty
Absolutely love my new bag. Very good quality, lovely rich colour loads of pockets a very sophisticated bag. Can’t wait to take her out .
May 29, 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you love your new bag! It is wonderful to know that you are pleased with the quality, the rich colour, and the functional pockets that make it such a sophisticated choice. We share your excitement and hope you enjoy taking her out!
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
Easy to place order and was kept…
Easy to place order and was kept informed about the progress of my order- took slightly longer than other websites for order o arrive but when it did, the item was well packaged and looks great.
May 29, 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you found it easy to place your order and that you were kept well informed about its progress. It is also wonderful to know that when your package arrived, your item was well packaged and looks great!
However, we appreciate your note regarding the delivery taking slightly longer compared to other websites. We take your feedback seriously as we continuously work to enhance our logistics and shipping speed to provide a better experience.
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
purse inside was missing
the purse inside was missing. They are yet to rectify the issue. It is a long process of reporting the issue and no answer as of yet.
One week on from reporting the issue and still no resolution.
May 30, 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the highly disappointing and distressing experience you have had with your order. We are deeply sorry to hear that the purse inside was missing from your package, and we understand your frustration regarding the long reporting process and the lack of updates from our team so far.
We take missing items and communication issues very seriously, and we want to rectify this for you as an absolute priority. To allow us to locate your report, look into the status of your case with our customer service team, and ensure this issue is addressed immediately, 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,
Thank you for your review and feedback!
We are absolutely thrilled to hear that your bag arrived quickly and that it is such a good catch! Knowing that you are completely in love with your new bag brings great joy to our team, as we always strive to provide beautiful designs and prompt delivery.
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,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you love your new item and that you found the quality to be great! Providing beautifully designed and well-crafted products is exactly what we strive for, and knowing that we have met your expectations means the world to our team.
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
Worst footwear’s they sell! Will never buy again
I got a sandal a few months ago and used it on my Copenhagen trip for the first time which is a 3 days trip and this is what the quality of a £70 worth sandal has turned out. I dint even wore them for a full day but still it has worn out just like that … I have bought so many other brands which never gone bad in first 2 - 3 days.. a primark slipper lasted a year without any issues or worn out easily . Even I reached out to the team and explained and they said they can’t help as I bought it a few months ago. But my point was I only used it recently , even though it had been bought a few months ago. Very very disappointed with the quality will never ever buy again…that sandal definitely not even worth £10
May 1, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the disappointment and frustration you have experienced with the quality of your sandals. We understand that you wore them for the first time during your recent 3 day trip to Copenhagen and that they became worn out despite not being worn for a full day. We completely understand why you are disappointed, especially when comparing them to other brands and given the price of the item.
We also apologize for the frustration caused by the response from our customer service team when you reached out. We understand your perspective that the item was only recently used for the first time despite being purchased a few months ago. We take feedback regarding product quality and customer service interactions very seriously as we always aim to provide durable products and supportive service.
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
Charles and Keith have lovely shoes
Charles and Keith have lovely shoes, but there’s one problem-their sizing. I’m a UK size 5 (EU 38, US 7) always have been across all brands, except Charles and Keith. Only one pair of size 5 shoes have fit me out of the 6 I’ve bought from them. I’m not sure what that’s about. Other than that, lovely brand.
May 29, 2026
Reply from CHARLES & KEITH
Dear Anita,
Thank you for your review and feedback.
We are delighted to hear that you love our brand and find our shoes lovely! Knowing that you appreciate our designs truly means a lot to us.
However, we appreciate you highlighting your experience regarding our sizing. We note that out of the six pairs you have purchased, only one pair of size 5 shoes fit you, despite being a consistent UK size 5 across other brands. We understand how perplexing and frustrating this inconsistency can be, and we are grateful for your valuable insight.
We will certainly share your feedback with our product development and design teams to help us review our size guides and improve fit consistency across different styles.
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
Poor service quality of shoes poir
May 29, 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 both our service and the quality of your shoes. We understand how frustrating it is to receive a product that does not meet your expectations and to feel let down by the service provided, and we deeply regret any inconvenience this has caused.
We take both product quality and customer service standards very seriously, as we always aim to provide durable footwear and a positive experience for our customers. Your feedback is important to us, and we will share your comments with our quality control and service teams to help us improve moving forward.
To allow us to look into this matter and see how we can best assist you with your shoes, please reach out to us with your order number or purchase details.
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,
Thank you for your review and feedback!
We are absolutely thrilled to hear that you find your new handbag very nice! Providing beautifully designed and stylish products is exactly what we strive for, and knowing that your new bag met your expectations brings great joy to our team.
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
The bag is beautiful but the delivery…
The bag is beautiful but the delivery took almost 2weeks. I would highly recommend but please do something about delivery time frame
May 26, 2026
Reply from CHARLES & KEITH
Dear Victoria,
Thank you for your review and feedback!
We are pleased to hear that you find the bag beautiful and that you would highly recommend us! However, we sincerely apologize for the delay you experienced with your delivery taking almost 2 weeks.
We understand how important timely shipping is, and we take your feedback regarding the delivery timeframe very seriously as we continuously work to improve our logistics and shipping speed. We hope to provide you with a much faster and more seamless experience on your next order.
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
What I saw and ordered is what I got
What I saw and ordered is what I got. Beautiful Delivered in good condition and good packaging and on time. No long waits
May 26, 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback!
That is wonderful to hear! We are absolutely delighted that what you saw and ordered is exactly what you got, and that your items arrived beautiful and in good condition. It is also fantastic to know that you were pleased with the good packaging and that everything arrived on time with no long waits.
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,
Thank you for your review and feedback.
We sincerely appreciate you taking the time to share your experience with us. We are truly sorry to hear that your recent experience did not meet your expectations, and we apologize for any disappointment or inconvenience this may have caused.
We take all customer feedback seriously, and please rest assured that we will do our best to improve on our services and product offerings moving forward. Your insights are invaluable in helping us provide a better experience for all of our customers.
If you would like to share more details about your experience or if there is anything we can do to assist you further, please do reach out to us.
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
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