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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
- #96 of 116 best companies in Fashion Accessories Store
- #25 of 29 best companies in Handbags Shop
- #63 of 69 best companies in Shoe Store
- #113 of 143 best companies in Women's Clothing Store
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
3.4
Average
12K 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.
I never got the support i need from the…
I never got the support i need from the damaged packaging
December 23, 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.
January 20, 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!
December 29, 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
December 22, 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. 😞
December 20, 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.
November 20, 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.
December 22, 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.
December 21, 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.
January 18, 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
December 21, 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.
December 20, 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
December 20, 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
December 20, 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.
January 16, 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.
December 19, 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.