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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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
- #26 of 30 best companies in Handbags Shop
- #61 of 68 best companies in Shoe Store
- #109 of 145 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
3.5
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.
Beautiful shoes and really well…
Beautiful shoes and really well packaged. Very good experience!
December 24, 2025
Reply from CHARLES & KEITH
Thank you for your review and feedback!
That is wonderful to hear! We are delighted that you found the shoes beautiful and that they were really well packaged. It is great to know that you had such a very good experience with us!
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
Have a wonderful day ahead!
Great bag fast shipping
Great bag fast shipping , I found exactly what I was looking for material ,style and price wise !!!
August 30, 2025
Reply from CHARLES & KEITH
Thank you for your review and feedback!
That is fantastic to hear! We are delighted that you had a very good experience and found the delivery to be fast. It is wonderful to know that you found exactly what you were looking for in terms of material, style, and price!
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
I am very disappointed with the customers service
I am very disappointed with the customer service and would give only 1 star for that reason.
My daughter purchased a $159 Calla bag. When she received it, the size was not exactly what she expected. She emailed customer service three times to request an exchange for a different size, but each time she only received automated responses. Unfortunately, the auto-reply messages did not provide clear or helpful information about the exchange process.
It feels like the company is not prioritizing customer support and is only focused on sales. Based on this experience, we will not be purchasing from this company again, nor will we recommend it to our friends and family.
February 23, 2026
Unprompted review
Reply from CHARLES & KEITH
Thank you for your review and feedback!
We sincerely apologize for the disappointing experience you and your daughter had with our customer service. We understand that after purchasing a $159 Calla bag, the size was not as expected, and we deeply regret that your three attempts to reach out for an exchange were met only with automated responses.
It is distressing to hear that the auto-reply messages did not provide the clear or helpful information you needed, and we sincerely apologize for the lack of personalized support. We take your feedback seriously and regret that this has made you feel we are not prioritizing our customers. We are truly sorry that this experience has led you to decide not to purchase from us again or recommend us to others.
To allow us to urgently look into your daughter's request and facilitate the exchange process for the Calla bag, please reach out to us with the order number.
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
I love love lovee
I love love lovee! the bag it is super cute and multi-usable. I use mine for school but also for traveling . I do not regret my purpose .
August 30, 2025
Reply from CHARLES & KEITH
Thank you for your review and feedback!
That is absolutely wonderful to hear! We are thrilled that you love your bag and find it super cute and multi-usable. It is great to know that you can use it for both school and traveling, and we are so pleased that you do not regret your purchase. Your enthusiasm truly made our day!
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
kind and beautiful staff
February 24, 2026
Unprompted review
Reply from CHARLES & KEITH
Thank you for your review and feedback!
That is so heartening to hear! We are delighted that you had a positive interaction with our kind and beautiful staff. We take great pride in our team, and it is wonderful to know that their service made a lasting impression on you.
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
Personale super qualificato e…
Personale super qualificato e disponibile, lo consiglio vivamente.
February 1, 2026
Unprompted review
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
damaged strap
I ordered the Lyla bag in Plum they sent me the wrong size and the strap was literally damaged.
February 18, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the issues with your Lyla bag, that’s certainly not the experience we want for you.
We’d like to assist you as quickly as possible. Please email us at customers@charleskeith.com with your order number, photos of the damaged strap, and the incorrect size received. Our team will review your case and guide you on the next steps.
Thank you for bringing this to our attention, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
VERY BAD
VERY BAD , WORST QUALITY DON'T BUY THIS PRODUCT WITHIN 15 DAYS BAG DAMAGE AND NO BODY HELP ME ON THIS. PLEASE DON'T WEST YOUR MONEY- AND 5 OUT OF 0
February 17, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration.
We appreciate your feedback, as it helps us continue to review and improve our products and services.
Best Regards,
CHARLES & KEITH Customer Service Team
Horrible customer service...Don't get…
Horrible customer service...Don't get near it. After successfully returning their product 2 months ago, I am still waiting for a refund and they keep stalling. Awful customer service and experience!
December 19, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience, this certainly shouldn’t be the case.
Please email us at customers@charleskeith.com with your order details so our team can review your case and assist you promptly. We truly appreciate your patience and feedback.
Best Regards,
CHARLES & KEITH Customer Service Team
customer service is unresponsive to…
customer service is unresponsive to inquiries!!
February 14, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand how frustrating this must be.
Our team is committed to assisting all customer inquiries, and we truly value your feedback. Please reach out to us directly with your order number and email address at customers@charleskeith.com, and we’ll be happy to review your case and assist you promptly.
Thank you for bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
Fast delivery and purchase item on sale!
November 21, 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 purchased a bag 30 days ago
I purchased a bag 30 days ago. The quality is so bad it looks like i have had it longer than a month. Been trying to get hold of customer service it’s so hard. A bag should not look poor quality after wearing it for 2 weeks very disappointing not happy.
February 11, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration.
We appreciate your feedback, as it helps us continue to review and improve our products and services.
Best Regards,
CHARLES & KEITH Customer Service Team
Disappointing delivery experience
I like the bag and the quality is good, but the delivery experience was very disappointing. The item was shipped from Guangzhou and handled by Global Express, but they could not deliver it to my address in Brisbane. I had to travel very far to pick it up myself, and there was only one pickup location available. It was very inconvenient. I like the product, but if the delivery company is not changed, I would not buy online again.
November 23, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about the inconvenience caused with your delivery. We understand how frustrating it must have been to travel to pick up your order.
We appreciate your feedback regarding the delivery experience, as it helps us continue to review and improve our shipping processes. We’re glad to hear you’re happy with your bag, and we truly value your support.
Best Regards,
CHARLES & KEITH Customer Service Team
Very bad customer service!
February 4, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand your frustration.
If you’d like to share more details so we can look into this further, please email us at customers@charleskeith.com with your feedback, and our team will be happy to assist.
Best Regards,
CHARLES & KEITH Customer Service Team
Love charles&keith
Love charles&keith. Bought 2x handbags both are amazing quality and look even better than expected.
June 1, 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
I am still frustrated
I am still frustrated. I am going to write a review every month. I am totally 😢 I paid $592 of my hard earned money. This is not fair at all. I received my order on December 12, but I only received one bag. I was supposed to receive five. I emailed customer service immediately, and obviously the reply was delayed. When I finally received a response, they said they could not do anything—no refund and no dispute.
December 12, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand your frustration.
Please be assured that we conducted a thorough investigation regarding your order. Our records confirm that all items were shipped as requested. As such, we are unable to issue a refund or dispute for the items.
We appreciate your feedback, and it will help us continue to review and improve our processes.
Best Regards,
CHARLES & KEITH Customer Service Team
My Midori bag started peeling after 2…
My Midori bag started peeling after 2 weeks! Though the previous models from this brand lasted and still last for years.
I addressed to customer service and the claim, that it is all my fault, not the poor quality of the material. Excuse me, 2 weeks of careful usage and they refuse to refund! Never again!
January 28, 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand your frustration.
Our returns and exchanges are applicable for items with faults upon delivery. While we’re unable to offer a refund in this case, your feedback regarding your Midori bag is very valuable and will be shared with our team as we continue to review and improve our products and services.
Thank you for sharing your thoughts with us.
Best regards,
CHARLES & KEITH Customer Service Team
Worst service ever I pay money to get…
Worst service ever I pay money to get my shoes before new year but you send it late one week later , this was my first order from this company
December 20, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. During the holiday season, courier partners and customs authorities may have reduced operating hours, which can sometimes affect delivery timelines.
We truly appreciate your patience and understanding, and apologize again for the inconvenience caused.
Best regards,
CHARLES & KEITH Customer Service Team
CHINESE SITE - Couldn’t cancel after 90’
CHINESE SITE - 100% ‼️
Order a bag as a gift to my wife but it turns out that a day before she ordered it by herself and didn’t let me know about it, ok, absolutely normal. I mail them LITERALLY 90’ after my purchase to cancel it and they answered 1 hour later and told me that now it’s too late to cancel… 90 mins after the purchase.
TRAGIC.
And ofcourse it’s a Dropshipping company with Chinese Tracking Number (YT) so that’s why I couldn’t cancel. So they forced me to pay 40€ to return it back and also it took 3-4 Weeks to get my “refund”.
TERRIBLE EXPERIENCE. Ofcourse will never order/buy anything from them again. Simple.
November 28, 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand how frustrating this must have been.
Our system allows cancellations within 1 hour of placing an order. After this period, the order is already being processed for shipment, and returns would need to follow our standard return procedures. Just to clarify, Charles & Keith is a Singaporean brand, and orders are shipped internationally from our fulfillment centers.
We appreciate your feedback and will continue working to improve our processes.
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
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