charleskeith.com
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CHARLES & KEITH - Shop the official site | Germany
Shop the official CHARLES & KEITH website for the latest in women's and kids' fashion, including bags, shoes and accessories. Check out the new arrivals today.
CHARLES & KEITH - Shop Shoes, Bags & Accessories
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I purchased two bags online from…
I purchased two bags online from CHARLES & KEITH; a small handbag and a larger everyday bag that I intended to use for work. Unfortunately, when my order arrived, the work bag was much smaller than I expected, so I decided to return it. I followed their return instructions and paid $25 AUD out of my own pocket just to send the bag back. Considering the bag itself only cost a little over $150, I had already spent a significant amount of its value simply returning an item that wasn’t suitable. What has happened since has been incredibly disappointing. Two weeks passed and I received absolutely no acknowledgement or update from their warehouse in Victoria confirming that my return had been received or processed. Trying to get any meaningful information from customer service has been an exhausting process. When I contacted them via email, I essentially received their return policy repeated back to me rather than any actual assistance. I then contacted them through WhatsApp and waited TWO BUSINESS DAYS for a response, only to eventually be told that because I don’t have the tracking number, they are unable to check the whereabouts or progress of my return. How is there no internal process for identifying a returned parcel once it arrives at the warehouse? Are incoming return packages not logged or checked? The return form containing the customer and order details is literally INSIDE the parcel. Surely there should be some procedure in place to match returned items to the customer who purchased them. I understand that not having my tracking number makes locating the parcel more difficult, but for a company of this size to essentially tell a customer there is nothing they can do is incredibly frustrating and concerning. I have now paid for the bag AND paid another $25 to return it, yet I have neither the product nor my refund. From a customer’s perspective, I am simply out of pocket with no meaningful assistance in locating my return. The entire experience has left me feeling like my money has simply disappeared, and the lack of accountability or genuine effort to help has been extremely upsetting. I expected far better customer service and return procedures from a brand like CHARLES & KEITH. Based on how my return has been handled, I definitely would NOT recommend purchasing from them online. I would think very carefully before ordering, particularly if there is any chance you may need to return something.
Dear Valued Customer, We’re sorry to hear about the frustration you’ve experienced with your return, particularly after incurring the return shipping cost and not receiving an update on its status. We understand your concerns regarding the lack of acknowledgement and the difficulty in locating your return without the tracking details. As some time has passed since your return was sent, we’d like the opportunity to check on this again for you. Please reach out to us at [email protected] with your order details, and our team will review the latest status of your return and assist you further. We also appreciate your feedback regarding the return process and communication, and will share this with the relevant teams for review. Best Regards, CHARLES & KEITH Customer Service Team
The products are good quality and…
The products are good quality and reasonably priced, which is why I’ve been happy to purchase from Charles & Keith. However, the delivery time and customer service have been extremely disappointing. Bought a bag on 4/9, havent received it until now 22/9. It is not the first time anyway.
Dear Valued Customer, Thank you for your continued support and for your kind words about our products. We’re sorry, however, to hear about the prolonged delivery delay and that this has not been an isolated experience for you. We understand how disappointing it is to repeatedly experience delays despite enjoying our products. We appreciate you sharing this feedback, and will continue working with the relevant teams to improve our delivery experience and communication. If you still require assistance with your current order, please reach out to us at [email protected] and we’ll be happy to assist you further. Best Regards, CHARLES & KEITH Customer Service Team
Buy knowing that you cannot return
I love their products, have bought from them several times and apart from their ridiculously long delevery times (2+ weeks usually) I haven't had any problems. This time around, however, I bought a pair of shoes (Georgie Chain Loafers) in a size 38 (which is always my size - adidas, doc martens etc.) but I could fit a whole finger by the heel. Based upon the reviews of people within the EU who have dared to try and return an item, I have decided to not even make an attempt - making Charles and Keith the only company I can think of without a (functioning) return option. Buy knowing that you cannot return.
Dear Valued Customer, Thank you for your continued support, and we’re sorry to hear that the fit of your recent purchase did not meet your expectations. We understand your concerns regarding the return experience. Returns are available for eligible purchases from the EU, although customers are currently responsible for arranging and covering the return shipping costs. We appreciate you sharing your feedback and will relay your concerns to the relevant team as we continue to explore how we can provide a more convenient return experience for our customers. Should you require any further assistance, please feel free to reach out to us at [email protected], and our Customer Service team will be happy to assist you. Best Regards, CHARLES & KEITH Customer Service Team
I believe every purchase is a chance to…
I believe every purchase is a chance to celebrate the amazing person you are. My latest experience with Charles and Keith reminded me of that truth in a surprising way. Instead of endless browsing they sent just one option. At first I hesitated but I trusted my instincts and it turned out to be the perfect match. That single choice taught me that clarity is far more valuable than confusion. I felt empowered rather than limited by the selection. The quality shone through just like the spirit of individuality we all carry. Never let a lack of variety dim your light or slow your step. You deserve fashion that speaks loudly to your soul. I am confident I will return to find more ways to express myself. Let us choose boldly and embrace every opportunity with grace.
Dear Valued Customer, Thank you for taking the time to share such thoughtful feedback with us. We’re delighted to hear that your experience ultimately led you to the perfect choice and that you were pleased with the quality of your purchase. We truly appreciate your support and look forward to welcoming you back to CHARLES & KEITH again soon. Best Regards, CHARLES & KEITH Customer Service Team
Terrible return policy and extremely…
Terrible return policy and extremely delayed refunds! I purchased two bags on August 30th and received them on September 20th. Since one of the bags was too small, I returned one bag the very next day and kept the other. I also had to pay $9 for return shipping. The returned bag was received by the company on September 24th. Today is October 18th, and I still haven't received my refund. When I dropped off the return, I was told that it could take up to 30 business days to receive my money back. That's an unreasonable amount of time, especially after the company has already received the returned item. Very disappointing customer experience. A return process should not take this long, and customers shouldn't have to wait weeks to get their own money back.
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About charleskeith.com
Shop the official CHARLES & KEITH website for the latest in women's and kids' fashion, including bags, shoes and accessories. Check out the new arrivals today.
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charleskeith.com uses 26 technologies across their website including jQuery, Swiper, Tailwind CSS, Bootstrap, DaisyUI, and more.
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jQuery, Swiper, Owl Carousel
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Tailwind CSS, Bootstrap
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DaisyUI
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Vite
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PWA
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Priority Hints, Lazy Loading
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