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.
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!
Reply from CHARLES & KEITH2026-02-20
Dear Valued Customer,
We’re very sorry to hear about your experience, this certainly shouldn’t be the case.
Please email us at [email protected] 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
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
Reply from CHARLES & KEITH2026-02-20
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
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 [email protected], 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
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 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.
Reply from CHARLES & KEITH2026-02-20
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
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.
Reply from CHARLES & KEITH2026-02-20
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
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 [email protected] with your feedback, and our team will be happy to assist.
Best Regards,
CHARLES & KEITH Customer Service Team
Love charles&keith. Bought 2x handbags both are amazing quality and look even better than expected.
Reply from CHARLES & KEITH2026-02-20
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 [email protected].
Best Regards,
CHARLES & KEITH Customer Service Team
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
Reply from CHARLES & KEITH2026-02-20
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
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!
Reply from CHARLES & KEITH2026-02-20
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
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.
Reply from CHARLES & KEITH2026-02-20
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
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.
Reply from CHARLES & KEITH2026-02-20
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
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,
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 [email protected].
Best Regards,
CHARLES & KEITH Customer Service Team
I had ordered 2 pairs of shoes from their website back in November. The delivery took forever to arrive and the quality of the shoes was bad. I returned them promptly, bearing the shipping cost of 30euros all by myself and sent it to their UK sorting centre. Despite the shipping tracking showing that the products were received in their warehouse, they denied that the product was not logged in their system. And after multiple emails and WhatsApp chat, the customer service stopped replying to my emails. 146 euros. + 30 euros all gone without any use.
Reply from CHARLES & KEITH2026-02-20
Dear Valued Customer,
We’re very sorry for the delay in delivery and the inconvenience you experienced with your return.
We can confirm that the returned items were successfully received at our warehouse, and the refund has already been processed. We truly appreciate your patience and understanding throughout this process.
Best Regards,
CHARLES & KEITH Customer Service Team
I did not receive my parcel, have contacted the team, not resolved yet
Reply from CHARLES & KEITH2026-01-27
Dear Valued Customer,
We’re truly sorry to hear about your experience and completely understand how frustrating this must be. We’re still checking with the courier and awaiting their update. Our team will follow up on the current email thread as soon as possible to assist you. Your feedback has also been shared with our team to help improve our customer service and delivery process.
Best Regards,
CHARLES & KEITH Customer Service Team
It’s really nice I loved it, I just wish there was an orig set for it so my stuff can be placed right
Reply from CHARLES & KEITH2026-01-27
Dear Valued Customer,
We’re so glad to hear that you loved it! Thank you for your feedback regarding an original set, we’ll pass this along to our product team for consideration. Your input helps us improve our designs and future collections.
Best Regards,
CHARLES & KEITH Customer Service Team
I’ve ordered a bag from Charles&Keith on 3rd of January and I haven’t received it yet, when I’ve emailed them for an update on my order and they’re not responding or issuing me a refund worst customer service
Reply from CHARLES & KEITH2026-01-27
Dear Valued Customer,
We’re very sorry to hear about the delay and lack of response, we understand how frustrating this must be. Please reach us at [email protected], and our team will follow up to assist you as quickly as possible. Your feedback has also been shared with our team to help improve our customer service.
Best Regards,
CHARLES & KEITH Customer Service Team
I have placed my order on the 7th of January and haven’t gotten it to this day. The delivery company is sending me back and forth between countries and the supplier is extremely low effort in helping me getting what I paid for. Certainly won’t purchase again, bad supplier support and the whole Brexit shitshow is making things worse for sending stuff out of the UK.
Reply from CHARLES & KEITH2026-01-27
Dear Valued Customer,
We’re very sorry to hear about the delays and the frustration caused by the delivery issues. We understand how disappointing this must be, especially with international shipping challenges. If you need further assistance, please reply on the current email thread, and our team will follow up to assist you further. Your feedback has been shared with our team to help improve our shipping and support processes.
Best Regards,
CHARLES & KEITH Customer Service Team
Sizing guide not correct and delivery was too long
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 it arrived and no one was home to properly check it and return for the right size.
Reply from CHARLES & KEITH2026-01-27
Dear Valued Customer,
We’re sorry to hear about the delay and sizing issues. If you need assistance with a return once you’re back, please email us at [email protected] and our team will be happy to help.
Best Regards,
CHARLES & KEITH Customer Service Team
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