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.
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Is CHARLES & KEITH legit?
CHARLES & KEITH (www.charleskeith.com) has a 3.0 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Shopping & Fashion and its reputation is mixed. Opinions are polarized: 50% rate it 4 stars or higher while 42% give 1 star; The business has replied to 98% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-08-11.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers generally love the high quality and stylish design of the bags and shoes they purchase, often noting that pieces look even better in person. People frequently mention that many items arrive quickly, fitting comfortably and exceeding expectations.
However, some reviewers were not happy with unexpected delivery delays and packages going missing without proper assistance. Customers also pointed out that customer support responses can be very slow, unhelpful, and difficult to reach when sorting out issues. Some buyers additionally experienced minor problems with unexpected product wear or sizing inconsistencies.
Auto-generated from all reviews of this business. For reference only.
Ordered an item on 1st Aug to pick up on same day but item checked still indicate as “still in progress” until 5 Aug.
Was not in town on 6 Aug when item tracked indicated can be collected on 6 and they can only keep the item in store -“2-4 days only” … emailed to request to extend another day to collect on 11 Aug (which is to hold for extra 1 day only) emailed replied regretted to hold on the item for me to pick up!
What kind of service is this? One of the worse that I have ever experience. Not helpful at all.
If I could rate them zero I would.
Sew ew
I ordered from the Charles & Keith Philippine website for delivery in the Philippines. At no point during checkout was I informed that my order would be shipped from Singapore or that I would be liable for international customs duties.
When my package arrived in the Philippines, it was held at customs. I was contacted by the courier and asked to pay 9,272 PHP in customs duties and storage fees, nearly 50% on top of what I had already paid. I had ordered from the same website before and never encountered any such charges.
When I contacted customer service, I received nothing but copy-pasted template responses repeating that customs duties are not imposed by Charles & Keith. They completely ignored the real issue: they operate a Philippine website, have physical stores in the Philippines, yet choose to ship from Singapore without any clear warning to the customer. The additional cost is a direct result of their own logistics decision.
Worse, I was given no real choice. If I refused the shipment, they stated that return shipping fees, return duties, and other charges would be deducted from my refund. So either I pay 50% extra or I lose part of my money anyway. That is not customer service, that is a trap.
I asked for the matter to be escalated to management. They ignored the request and sent another template.
I have filed formal complaints with the DTI in the Philippines and with CASE in Singapore. I strongly advise anyone shopping on their regional websites to be aware that your order may be shipped internationally without notice, and you may be hit with significant unexpected charges with zero support from the company.
H
HA · 1 review · Verified · Experienced 2026-07-16 ·
★★★★★
The bag is beautiful
Reply from CHARLES & KEITH2026-08-06
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
Honestly their customer service is the only reason they are getting 2 stars. My first order got “lost” and then i re-ordered only for it to be delayed and marked as “lost”. The only reason i received it is because i sent a angry email to their customer service. I received it almost 3 months later when I legit bought the purse as a gift to someone for their birthday. Shipping needs to get better!! so disappointed
Reply from CHARLES & KEITH2026-08-06
Dear Valued Customer,
Thank you for taking the time to share your feedback.
We're truly sorry to hear about your experience and understand how disappointing this must have been, especially as the item was intended as a gift. We sincerely apologise for the delays you encountered and regret that we did not meet your expectations.
Your feedback has been shared with the relevant team as we continue to review and improve our delivery experience.
Thank you for bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
I have not received my package and the delivery provider is very unhelpful. Have attempted to contact Charles and Keith and the provider to escalate this but have still not heard back
Reply from CHARLES & KEITH2026-08-06
Dear Valued Customer,
Thank you for sharing your feedback.
We're sorry to hear that you have not yet received your order and understand how frustrating this must be. We sincerely apologise for the delay and the experience you've had. If you're already in touch with our Customer Service team, please rest assured that we are following up on your case with the relevant parties. We'll continue to keep you updated via your existing email thread as soon as we have further information. We appreciate your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
I ordered in July 16 and it’s already August 5 still I haven’t received my package and I already get the email for experience so what you aspect me to say
Reply from CHARLES & KEITH2026-08-06
Dear Valued Customer,
Thank you for sharing your feedback.
We're truly sorry to hear that you have not yet received your order and understand how frustrating this must be. This is certainly not the experience we want for our customers. We'd like the opportunity to investigate your order and assist you further. If you haven't already done so, please contact us at [email protected] with your order number, and our Customer Service team will be happy to look into this for you as a priority. We sincerely apologise for the inconvenience caused and appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
A
AB · 1 review · Verified · Experienced 2026-07-16 ·
★★★★★
Delivered on time
Delivered on time. No issues.
Reply from CHARLES & KEITH2026-08-06
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
The quality of shoes I received were exceptionally good quality and arrive right on time. I will be purchasing again and again.
Reply from CHARLES & KEITH2026-08-04
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
The quality of the bag,delivery service and the quality
Reply from CHARLES & KEITH2026-08-05
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
They arrived quickly and they are good quality shoes that fit. But what would make my experience better is if there was a store in Australia so that I could try them on and see what the shoes look like to see if I actually like the style and fabric and if they match with the outfit, also to see if they fit properly.
Reply from CHARLES & KEITH2026-08-04
Dear Valued Customer,
Thank you for taking the time to share your feedback. We're delighted to hear that your order arrived quickly and that you're happy with the quality and fit of your shoes.
We also appreciate your suggestion regarding having a physical store in Australia. We understand how valuable it would be to see and try on our products in person before making a purchase. We'll be sure to share your feedback with the relevant team for consideration.
Thank you for your support, and we hope to serve you again soon!
Best Regards,
CHARLES & KEITH Customer Service Team
The hand bag was everything that was pictured the quality was excellent!!!
Ordered was easy and delivery was quick 😊
Reply from CHARLES & KEITH2026-08-03
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
Dear Valued Customer,
Thank you for bringing this to our attention. We're sorry to hear that you received the wrong item and understand how disappointing this must have been. We'd like the opportunity to look into this for you. Please contact us at [email protected] with your order number, and our Customer Service team will review your case and assist you as soon as possible. We appreciate your patience and look forward to resolving this for you.
Best Regards,
CHARLES & KEITH Customer Service Team
The delivery agent was partnered with Charles and Keith dropped my package in an unrestricted area which was accessible to the public. My package was lost, and I also provided proof of delivery to Charles and Keith.
Neither did they reimburse the amount nor did they send the product.
This was a gift for my sister and I am extremely disappointed in spending so much money on a brand that has zero value for customer satisfaction.
Reply from CHARLES & KEITH2026-08-04
Dear Valued Customer,
Thank you for taking the time to share your feedback. We're sorry to hear about your experience and understand how disappointing this situation has been, especially as the item was intended as a gift. As communicated via your existing email thread, our team requires the requested supporting documentation to continue reviewing your case. Once we receive the required information, we'll be able to proceed with the investigation accordingly. If you have any questions, please reply to your existing email thread, and our team will be happy to assist you further.
Best Regards,
CHARLES & KEITH Customer Service Team
Dear Valued Customer,
Thank you for sharing your feedback. We're sorry to hear that your order has taken longer than expected to arrive and understand how frustrating this must be. We'd like the opportunity to look into your order and assist you further. Please contact us at [email protected] with your order number, and our Customer Service team will review your case and provide you with an update as soon as possible. We appreciate your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
I love the quality of your shoes. Your high heel shoes are the only ones that have the perfect fit for my feet! I have 4 high heels already and 1 flat, and I know I will be buying more!
Reply from CHARLES & KEITH2026-08-04
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
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 [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
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