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RETURNS & EXCHANGES
How do I make a return?
We want you to love your CHARLES & KEITH purchase. Try them in the comfort of your home and if you are dissatisfied with the item(s), return it 30 days of receiving your order
- Only item(s) that is not discounted for more than 30% are eligible for returns
- Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached
- In the interest of hygiene, we do not accept returns or refunds on jewellery and sunglasses unless a defective or the wrong item was sent
- A final inspection will be done to ensure all items are in their original condition before processing your returns
- Returns that do not meet our policy will not be accepted and will be returned to you at your cost
- If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP
How do I make an online return?
Our return policy is only applicable to any item(s) purchased online and delivered in Vietnam , within 30 days* of receiving your order.
Items purchased in physical stores are not eligible for online returns.
All online returns and exchanges are to be shipped back to the main dispatched address (From the warehouse / retail store) indicated on the parcel shipping label. If you are unsure, kindly contact the customer service team.
We recommend you opt for a shipment method that enables tracking. CHARLES & KEITH will not be responsible for the loss of a returned parcel.
If you didn’t receive a Return & Exchange form or if your item(s) is defective or wrong, email us at customers@charleskeith.vn with the subject title: Return Request – Your Order Number. Our customer service team will assist you with the returns process.
USING ONLINE RETURN & EXCHANGE FORM Free of charge | |||
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Do not fill in the online return form if you wish to return your item(s) in store. Return your item via your CHARLES & KEITH account. | |||
 Step 1
Log in to CHARLESKEITH.VN and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
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 Step 2
You will receive an email within 1 to 2 days on your request status.
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 Step 3
Pack the item(s) into the original packaging.
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 Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
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| OPTION 1 |
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USING ONLINE RETURN & EXCHANGE FORM Free of charge |
Do not fill in the online return form if you wish to return your item(s) in store. Return your item via your CHARLES & KEITH account. |
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Step 1
Log in to CHARLESKEITH.VN and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
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Step 2
You will receive an email within 1 to 2 days on your request status.
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Step 3
Pack the item(s) into the original packaging.
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Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
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| OPTION 2 | |||
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USING ONLINE RETURN & EXCHANGE FORM Shipping charges will be borne by you | |||
| Return your item via your CHARLES & KEITH account. | |||
 Step 1
Log in to CHARLESKEITH.VN and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
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 Step 2
You will receive an email within 1 to 2 days on your request status. Our customer service team will reach out to assist you to find the nearest store from your location.
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Step 3
Bring the item(s) to the store you wish to return together with the return request form
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| Please bring along your invoice or Return & Exchange form, as well as the item(s) you wish to return to the selected store to process your return. | |||
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Step 4
Select the item you want to exchange at the store or request a refund if you are not able to find the right item. Note: the money will be refunded to your account from 7-30 working days.
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How do I check on my return status?
To check on your return status, sign in to your account, head to My Account and select My Purchases & Returns. Your return status is reflected next to your Returns Request number.
| In Progress | Your returns request has been received |
| Rejected | Your returns request has been denied |
| Completed | Your returns request has been resolved |
How do I check on my item refund status?
To check on your item refund status, sign in to your account and follow the steps:
- Head to My Account and select My Purchases & Returns.
- Go to 'View order details' and select 'Check Return Status'.
- You will be redirected to 'Return Details' page to track your item refund status.
| In Progress | Your returns request has been received |
| Refunded | Your refund request has been resolved |
| Rejected | Your refund request has been denied |
When will I receive my refund?
Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to 2 working days.
After the return has been approved, it has 2 refund methods:
- Refund by credit card: it takes up from 7 to 30 workings days for the refund to be made to your payment services provider.
- COD Payment: we refund to your bank account that you provide to Customers Services Department, it take up from 7 to 14 working days
Once we have processed your refund, you will receive a confirmation email from us.
* Please note that your refund is not including shipping fee.
Please allow up to 14 working days (for COD payment) - 30 working days (for credit card) for your account to be credited. If you do not receive your refund after 14 days (for COD payment) - 30 working days (for credit card), please contact your payment processor directly for further information.
Refunds will be based on the value of the merchandise as reflected on your invoice (not including shipping fee).
The refund will be issued by CHARLESKEITH.VN to your original payment method.
We seek your understanding with delays to your refund caused by special events (e.g. online sales).
Terms & Conditions
- CHARLES & KEITH reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.
- All risks in shipping the item(s) to CHARLES & KEITH shall be borne by you. CHARLES & KEITH shall not be responsible for any loss or damage to the item(s) which is being returned to us.
- Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
- Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
- CHARLES & KEITH shall not be responsible for damage to any item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.
- Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by CHARLES & KEITH, or if the item(s) has been modified in a manner not authorised by CHARLES & KEITH
- CHARLES & KEITH makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.
- All Returns are at all times governed by Vietnam law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Vietnam courts.
- CHARLES & KEITH's decisions on Returns are final.