My first time ordering from them, every good experience, everything was clearly explained. So many good choices and quality is very good. Delivery time was also good.
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Lisez les avis des autres
I purchased a Kora Metallic-Accent Moon Bag, an Agatha Chain-Strap Shoulder Bag, and a pair of slingback kitten heels from Charles & Keith. I had a great experience with the products overall. The par... Voir plus
L'entreprise a répondu
Pathetic service from Charles & Keith. > I placed my order, no product received. No proper support and they are refusing to refund my money. They clearly think customers are fools. Zero accountabil... Voir plus
The items I'd ordered are beautiful, and exactly as expected. The only slight issue was that one was delivered from the UK (so arrived very quickly) and the other from Hong Kong - which took about a w... Voir plus
L'entreprise a répondu
À propos de l'entreprise
Écrit par l'entreprise
Discover the latest trends in women's shoes, handbags & accessories at Charles & Keith online.
Coordonnées de contact
Royaume-Uni
- charleskeith.co.uk
3,3
Moyen
4 k avis
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Réponse de 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
Réponse de CHARLES & KEITH
Dear Valued Customer,
Thank you for reaching out to us. We have checked your order and can confirm that your items were dispatched in separate shipments, which is why you have received two of the three bags first.
The remaining item is being delivered separately. Should you require further assistance or would like us to check the delivery status for you, please feel free to reach out to us at customers@charleskeith.com.
We apologise for any confusion caused and hope you enjoy your new bags!
Best Regards,
CHARLES & KEITH Customer Service Team
It’s a lovely bag with a great quality…
It’s a lovely bag with a great quality leather, arrived in good condition but the size was a mini not a small.
I was expecting it to be a bit bigger aside that it’s a beautiful bag
23 août 2026
Réponse de CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your feedback with us. We’re delighted to hear that you love the quality and design of your new bag, and that it arrived in great condition!
We’re sorry to hear that the size was smaller than you had expected. We appreciate you highlighting this, as we understand how important it is to have a clear idea of an item’s size when shopping online.
We hope you’ll still enjoy your beautiful new bag, and we look forward to welcoming you back to CHARLES & KEITH again soon!
Best Regards,
CHARLES & KEITH Customer Service Team
Never Again
There was zero communication or updates after the purchase was confirmed. Said item would be delivered in 2-5 working days. It took over 10 days for the item to be delivered, and there were no updates or any form of communication at all. Chatted with them on WhatsApp and got no helpful response; emailed, no response still.
22 août 2026
Réponse de CHARLES & KEITH
Dear Valued Customer,
We are sorry to hear about the delay with your order and the lack of updates throughout the delivery process. We understand how frustrating it must have been to expect your order within 2–5 working days, only to wait considerably longer without clear communication on its status.
We also regret that your attempts to seek assistance via WhatsApp and email did not provide you with the timely support you expected. This is not the experience we want for our customers, and we appreciate you bringing this to our attention.
Your feedback regarding both our delivery updates and customer support will be shared with the relevant teams for review and improvement.
We sincerely apologise for the disappointment caused and hope to provide you with a much smoother experience in the future.
Best Regards,
CHARLES & KEITH Customer Service Team
Réponse de 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
Réponse de 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
Réponse de 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
unfortunately the item arrived too late…
unfortunately the item arrived too late for the occasion it was bought for :(
21 août 2026
Réponse de CHARLES & KEITH
Dear Valued Customer,
We are sorry to hear that your order arrived too late for the occasion it was intended for. We understand how disappointing this must have been, especially when the item was purchased with a special occasion in mind.
We sincerely apologise for the delay and appreciate you taking the time to share your experience with us. We hope to have the opportunity to provide you with a smoother and more timely delivery experience in the future.
Best Regards,
CHARLES & KEITH Customer Service Team
Great experience with them would order…
Great experience with them would order again thanks
21 août 2026
Réponse de 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
Réponse de CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback with us. We are sorry to hear that the quality, size and design of the item did not meet your expectations.
We understand that features such as size and secure closures are important when choosing a bag, and we appreciate you taking the time to share your experience.
Should you require any assistance with your purchase, please feel free to reach out to us at customers@charleskeith.com with your order details, and our team will be happy to assist you further.
We hope to have the opportunity to provide you with a better experience in the future.
Best Regards,
CHARLES & KEITH Customer Service Team
They provide very poor service
They provide very poor service. It has been 13 days, and I still have not received my parcel. There is also a lack of proper communication channels, and responses to queries take far too long. The overall service has been extremely disappointing, with significant delays and very poor customer support.
21 août 2026
Réponse de CHARLES & KEITH
Dear Valued Customer,
We are sorry to hear about the delay with your delivery and that the level of communication and support you received did not meet your expectations.
We understand how frustrating it can be to wait for an order without receiving timely updates, and we sincerely regret the disappointment this has caused.
We can see that you have been in touch with our Customer Service team, and we will continue to assist you through the existing correspondence and provide further updates as they become available.
We appreciate your patience and hope to have your concerns addressed as soon as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
Order/ After-sales care
When I placed the order (around 9am) for two bags, there was no option to apply a 10% discount or to change my address. Immediately after the payment, I contacted Charles & Keith by email and WhatsApp, but you didn't reply until that evening. (I still haven't received any response via email.) You responded saying there was nothing you could do because the order had already shipped. However, it hadn't.
I contacted Royal Mail and was able to change the address to their collection point in Southampton, even though it is not in Dorset. The next part of the order is being delivered by ECMS, and I contacted them via email; they replied that they would help me change it. At that time, the order was not shipped, yet you misled me and did not try to support me, despite my repeated messages and concerns. To you, it was just an incident, but your unprofessionalism was clear to me.
I ordered them on 19th August, and since then I have been under a lot of stress, yet I still haven't received one parcel. You should have informed your customers that the delivery would take a long time rather than just taking our money. For the other, my husband had to travel twice from Ferndown to Southampton because on Saturday (29th August), the Royal Mail collection point was closed.
This is my first experience with you, and it has been the worst and most stressful encounter I have ever had with a so-called branded company. I should have read the reviews, as most customers have the same stories with delivery time, after-sales support, and returning money.
After I receive the next part of my order, I will return it and request my money back immediately, as you have not been able to provide the 10% discount either. I also plan to share this story to warn others that they might face similar issues when purchasing from you.
As many say returning money would take too long, I don't want to wait that long. Could you please refund the money as soon as possible?
19 août 2026
Réponse de CHARLES & KEITH
Dear Valued Customer,
We are truly sorry to hear about the experience you have had with your first order with us. We understand how frustrating and stressful the delivery delays, address concerns and communication with our Customer Service team have been, particularly after your repeated attempts to seek assistance.
We regret that the support and updates you received did not meet your expectations and that you have had to make additional arrangements regarding the delivery of your parcels.
We can see that you have already been in contact with our Customer Service team. We will review your concerns and continue to assist you directly through the existing correspondence, including the next steps regarding your order and return.
We sincerely apologise for the disappointment and inconvenience this experience has caused and appreciate your patience while we work towards addressing your concerns.
Best Regards,
CHARLES & KEITH Customer Service Team
Lovely bag
Lovely bag, came super quick, love that it comes with a protective bag cover for when not using the bag to keep it clean
20 août 2026
Réponse de 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
Réponse de CHARLES & KEITH
Dear Valued Customer,
We are sorry to hear that your experience with our online store and Customer Service has left you disappointed.
We understand that you have been in touch with our Customer Service team and that your concerns are currently being attended to via email. We appreciate your patience and kindly refer to our latest correspondence for further updates and assistance.
We value your feedback and hope we will be able to provide you with a more positive experience moving forward.
Best Regards,
CHARLES & KEITH Customer Service Team
2 weeks ordered still not received
20 août 2026
Réponse de CHARLES & KEITH
Dear Valued Customer,
We are sorry to hear that your parcel has not arrived within the expected delivery timeframe.
We would like to look into the status of your delivery and assist you further. Kindly reach out to us at customers@charleskeith.com with your order details and reference to this review, and our team will be happy to investigate this for you.
We sincerely apologise for the delay and hope to have your concerns addressed as soon as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
Réponse de CHARLES & KEITH
Dear Valued Customer,
We are sorry to hear that you are still waiting for your order after two weeks. We understand how disappointing and frustrating the delay must be.
We can see that you are already in touch with our Customer Service team via email, and your case is currently being attended to. Our team will continue to provide you with further updates through the existing email correspondence.
We sincerely apologise for the wait and appreciate your patience while we work towards resolving this for you.
Best Regards,
CHARLES & KEITH Customer Service Team
Superb service from start to finish
Superb service from start to finish. The shoes are beautiful, its the second pair I have ordered from them and never been disappointed.
19 août 2026
Réponse de 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
Not trustworthy
Still haven’t received my parcel which was meant to arrive in 5-9 working days. Ridiculous!
Update: parcel just arrived ( very delayed delivery- completely missed the occasion it was ordered for) but happy with the product now.
19 août 2026
Réponse de CHARLES & KEITH
Dear Valued Customer,
We are sorry to hear that your parcel has not arrived within the expected delivery timeframe. We understand how frustrating it can be to continue waiting for an order beyond the estimated 5–9 working days.
We would like to look into the status of your delivery and assist you further. Kindly reach out to us at customers@charleskeith.com with your order details and reference to this review, and our team will be happy to investigate this for you.
We sincerely apologise for the delay and hope to have your concerns addressed as soon as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
I ordered 2 pairs of shoes
I ordered 2 pairs of shoes; a loafers and a boot, they both were placed at the same time with the same payment method however, they arrived separately in two different times longer than what was expected according to their website. The website was saying that the delivery timeline would be 4 to 7 days but it took more than two weeks to receive one pair and another week to receive the second pair.
Also, their size chart information is wrong, anyone who wears size 9 US know that would be equivalent to size 40 EU; speaking from experience living in different countries. As usual, I ordered size 9 US and after the long time waiting for the first pair, the loafers size was 39 which is one size smaller than 40. I had to return it with the shipping fee out of my pocket. The same situation for the second pair, the boots were too small and uncomfortable.
First of all, they need to stop misleading the customers specially with the delivery dates. If I knew it will take almost a month to get this order, I would have not purchased them.
Second, their size chart information is also wrong and misleading and yes, you can check the rest of the world and other companies and see their size 9 US is equal to size 40. So that needs to be fixed.
The customer shouldn't be paying out of pocket to return the items which supposed to be shipped within the US.
26 août 2026
Avis spontané
Réponse de CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your experience with us. We're sorry to hear that the delivery timeframe and fit of your shoes did not meet your expectations, and we understand how disappointing this must have been.
Please note that items within the same order may occasionally be fulfilled and shipped separately depending on stock availability and fulfilment location. We regret that your overall delivery experience took longer than expected.
Regarding sizing, sizing and conversions may vary between brands. We therefore recommend referring to the CHARLES & KEITH size guide when selecting your size, rather than relying on sizing conversions from other brands. We understand that the fit did not meet your expectations in this instance and appreciate your feedback on how the sizing information is presented on our website, as well as your concerns regarding the return experience.
If you'd like us to review your experience further, please reach out to us at customers@charleskeith.com with your order details. Our Customer Service team can look into the circumstances surrounding your shipments accordingly.
Best Regards,
CHARLES & KEITH Customer Service Team
Deceptive Delivery Timelines & Useless Customer Support — Ruined Birthday Gift
Absolute waste of time and money.
I placed an order directly on their UK website. During checkout, after entering my shipping address, the site explicitly promised delivery within one week. Because this was a birthday gift, I ordered well in advance to account for any normal buffer.
Instead of shipping locally or within Europe, they dispatched the parcel all the way from Hong Kong. Predictably, they missed the estimated delivery date completely. The package has now been sitting completely stuck in Amsterdam for over 10 days with zero movement or explanation.
When I reached out to customer support to get an actual update or resolution, they proved completely useless. Instead of investigating the lost/stuck shipment or taking accountability, they just repeatedly pasted the exact same static tracking link back to me as if I cannot read a tracking page myself.
Misleading shipping origins, false delivery estimates, zero proactive communication, and bot-like support. Avoid ordering if you actually expect your items to arrive on time.
25 août 2026
Avis spontané
Réponse de CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your experience. We're very sorry for the significant delivery delay and understand how disappointing this must have been, particularly as your order was intended as a birthday gift.
We also regret that the updates provided did not give you the clarity you needed during this time. We are still following up with the courier to understand what happened with the shipment and will review the circumstances with the relevant teams to identify areas where we can improve our delivery and communication experience.
We sincerely apologise for the frustration and disappointment caused.
Best Regards,
CHARLES & KEITH Customer Service Team
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