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.
Written by the business, not verified by us.
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.
What people say
K
Kristina · 2 reviews · Experienced 2026-06-13 ·
★★★★★
Avoid!
Ordered 16 days ago a bag for one event - not even shipped yet, event has passed in the meantime ... extreme disappointment and probably will never order again! Don't waste your time…
Reply from CHARLES & KEITH2026-07-08
Dear Valued Customer,
We're truly sorry to hear about your experience. We understand how disappointing it must have been for your order not to arrive in time for your event. We'd like the opportunity to look into this for you and see how we can assist. Please email us at [email protected] with your order number and the email address used for your purchase, and our team will be happy to investigate this further. Thank you for sharing your feedback, and we hope to have the opportunity to restore your confidence in shopping with us.
Best Regards,
CHARLES & KEITH Customer Service Team
V
Victim of Charles and Keith · 1 review · Experienced 2026-06-28 ·
★★★★★
Don't ever purchase from Charles and Keith again, they take you money and don't deal with any issue afterwards
I am writing this public review to escalate a complete lack of accountability regarding my order from the Charles & Keith European e-shop (charleskeith.eu).
From the tracking page, I see that my order was shipped from Hong Kong, but the parcel has been completely frozen and stuck in transit since June 7, 2026. Neither the courier company nor the Charles & Keith customer service team has provided any helpful updates or resolutions.
I have reached out to customer supportultiple times, via email and chat, requesting explicit action:
1. Provide a viable alternative solution (such as dispatching a replacement package via an alternative method). I raised this request on Jun 11, 12, 16, and 17
2. I also asked them, if no alternative can be provided, cancel the order and issue a full refund.
3. I requested multiple times to log this as a formal complaint regarding my customer experience.
Instead of taking responsibility, customer service has continuously brushed off my requests. Under the EU Consumer Rights Directive, the seller holds full legal liability for the delivery of goods until they physically reach the buyer. Blaming a logistics carrier holds zero legal weight. The statutory 30-day delivery window has been breached, and my rights to cancel and receive an immediate refund are being ignored.
If my order is not fully refunded or an alternative solution confirmed immediately, I will be escalating this cross-border dispute directly to the European Consumer Centre Estonia (ECC Estonia) and the Estonian Consumer Protection Authority (TTJA) for formal investigation and compliance review. I will also be initiating a direct chargeback with my financial provider for goods not received.
Reply from CHARLES & KEITH2026-06-29
Dear Valued Customer,
Thank you for taking the time to leave a review.
We’re sorry to hear about your experience and appreciate you bringing it to our attention. Please note that we have responded to your query via email, and our team is actively working to assist you.
If there is anything further we can do to help, please don’t hesitate to reply to our email or reach out directly. Your satisfaction is important to us, and we’re here to support you.
Best Regards,
CHARLES & KEITH Customer Service Team
A
Akshi Shah · 2 reviews · Experienced 2026-05-04 ·
★★★★★
Do not order from C&K USA
Do not order from C&K USA. I placed an order on 04/05/2026 and when the product had not delivered by June, I emailed them and was informed the package has been lost. The initiated a refund which for some reason has not gone through. I even shared my bank details for a direct refund but they have since stopped responding to me. I have tried emailing, calling and whatsapping them and still getting no response. It seems there is no customer care team. Absolute shambles! I am now out of $188 because the order got lost.
Reply from CHARLES & KEITH2026-06-29
Dear Customer,
Thank you for taking the time to share your feedback. We are truly sorry to learn about your experience and understand how frustrating this situation must have been.
We sincerely apologise for the delay in the delivery of your order, the issues you encountered with the refund process, and the lack of communication you experienced while trying to reach our Customer Service team. This is not the level of service we strive to provide.
Please be assured that your feedback has been shared with the relevant team for review so that we can improve our service and communication moving forward.
Best Regards,
CHARLES & KEITH Customer Service Team
N
Ngan Vo · 1 review · Experienced 2026-06-25 ·
★★★★★
Review:Excellent product quality, but completely ignored by customer service.
Review:
I recently purchased two bags (Order FR000360624). While I have finally received the items and deeply appreciate the excellent quality of the products, I am highly disappointed by the brand's lack of professionalism and customer support.
Due to a severe delivery delay that caused the order to arrive more than 2 weeks later than expected, I sent an initial inquiry and received a templated response within a few hours, simply asking me to use the tracking link. However, when the tracking remained stuck and I followed up with three consecutive emails, your team chose to completely ignore every single one of them. I had to coordinate everything with the local courier on my own without a shred of support.
As a paying customer who values your brand, being met with total silence is deeply disrespectful. A reputable brand like Charles & Keith should hold its customer service to the same high standards as its products. I expect a formal apology from a Customer Service Manager and a proper resolution regarding this matter.
Reply from CHARLES & KEITH2026-06-29
Dear Valued Customer,
Thank you for taking the time to share your feedback. We are pleased to hear that you are satisfied with the quality of your bags. However, we are truly sorry to learn about your experience with the delayed delivery and the lack of communication you received from our Customer Service team.
We understand how frustrating it must have been to experience an extended delivery delay while not receiving the support you expected from us. Please accept our sincere apologies for the inconvenience and disappointment caused.
Your feedback has been shared with the relevant team for review, as we are committed to improving both our service and communication with our customers.
Best Regards,
CHARLES & KEITH Customer Service Team
What a shambles of a company, I ordered some shoes that were to big I returned them within the week, then when I got intouch with them regarding my refund they said it would take 31 working days. 32 days later I am still trying to get it back. I emailed them again asking when i will receive my refund for them to tell me it will be another 7 to 14 working days. This actually equates to 9 weeks all together because they dont count weekends and bank holidays. I feel that the customer service is absolutely disgusting, so beware if your purchase isn't right you will be waiting a long time for your money back. I have since had a reply from the company saying they have credited the refund and it will take 7 to 14 days if if doesn't appear after that to take it up with my bank. They just keep stalling. I will let you know the outcome, I am not giving up!
Reply from CHARLES & KEITH2026-06-25
Dear Valued Client,
We're sorry to hear about your experience and understand your frustration regarding the refund timeline.
We can confirm that your refund has since been credited back to your original payment method. We apologise for the delay and appreciate your patience throughout the process.
Thank you for taking the time to share your feedback. Your comments have been shared with the relevant teams for review as we continue to improve our customer experience.
Should you require any further assistance, please feel free to contact our Customer Service team at [email protected] with your order number and the email address used to place the order.
Best Regards,
CHARLES & KEITH Customer Service Team
Dear Valued Customer,
We're glad to hear that. Thank you for your support, and we hope you continue to enjoy your CHARLES & KEITH piece.
Should you require any further assistance, please do not hesitate to contact us at [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
J
Julia Cullen · 1 review · Experienced 2026-06-21 ·
★★★★★
Felt scammed by the end of it
Customer support is useless. They took a week to respond to me and only responded when I followed up.
I contacted them because I purchased ONE order all together and they shipped it in two boxes and when I needed to return it they charged me double for two labels. I got overcharged because of a decision I didn’t consent to. They tried to tell me to get a bigger box but genuinely both options are inconvenient and put me out of money. They wouldn’t make an exception for an error on THEIR part and I never saw anything about that policy on their website. On top of the fact they have no exchange policy so I’d already lost out on money from the sale when I had to purchase new sizes. Definitely felt scammed by the end of it and absolutely lost $100+ from their policies.
Shipping also takes 20 years and the quality of the shoes was not worth the trouble I went through with customer support.
Reply from CHARLES & KEITH2026-06-25
Dear Valued Client,
We're sorry to hear that your experience did not meet your expectations.
We understand your concerns and can confirm that our Customer Service team is currently assisting you with this matter. If you require any further assistance, please continue corresponding with us at [email protected], and our team will be happy to support you.
Thank you for taking the time to share your feedback. Your comments have been shared with the relevant teams for review as we continue to improve our customer experience.
Best Regards,
CHARLES & KEITH Customer Service Team
M
Mary · 1 review · Experienced 2026-06-03 ·
★★★★★
Extremely poor customer support and difficult returns
I received a bag with a manufacturer defect and when I contacted the customer service, the only option I was given was to return.
The customer support did not offer any help or solution other than this one. So in disappointment, I decided that I have no choice but to return. I printed the label and went to different carriers who refused to take the package because it had to be shipped back to the US. I got in touch with C&K again for support and the agent ignored my emails and stopped answering.
I had to file a new claim to receive help from another agent. I was basically told to deal with it…
I am in Canada and I make so many online purchases. However, I have never experienced such bad client support or complicated returns. Do NOT believe their « easy return » claim on the website!
Reply from CHARLES & KEITH2026-06-24
Dear Valued Customer,
We're sorry to hear that you received an item with a defect and that your subsequent returns experience did not meet your expectations.
We understand how disappointing this must have been, particularly when you were seeking assistance with a defective item and encountered difficulties arranging the return. We also recognise the frustration caused by the communication issues you described.
Should you require any further assistance regarding your order, please reach out to our Customer Service team at [email protected] with your order number and the email address used to place the order. Our team will be happy to review your case and assist where possible.
Your feedback has been noted and shared with the relevant teams for review.
Should you require any further assistance, please do not hesitate to contact us at [email protected]
Best Regards,
CHARLES & KEITH Customer Service Team
y
yani. · 2 reviews · Experienced 2026-06-02 ·
★★★★★
Poor customer service & poor order handling
Unfortunately, I had a very disappointing experience with my order at Charles&Keith. Their website never asked me to confirm my shipping address and apparently used an outdated address from PayPal instead. I contacted the shop immediately through every available channel to correct the mistake, but their response came too late and the order was shipped to the wrong city. The delivery service did not follow protocol and just handed my package to someone else without verifying identity. The shop's solution was essentially for me to retrieve the package myself from another city, and after I requested further assistance or a refund, they stopped responding altogether.
What should have been a quick and simple purchase turned into an unnecessary headache due to the website issues, slow response times, delivery problems, very poor customer support and lack of follow-up.
Reply from CHARLES & KEITH2026-06-17
Dear Yani,
Thank you for taking the time to share your feedback.
We are sorry to hear about your experience and understand your concerns regarding the delivery of your order.
We would like to clarify that orders are processed based on the delivery information provided and confirmed during checkout. When PayPal is selected as the payment method, the address information provided through PayPal may form part of the order details. We always recommend customers review and confirm their delivery details carefully before completing payment to ensure all information is accurate and up to date.
Regarding your cancellation request, our cancellation policy allows customers to cancel an order within the first hour after the order has been placed through the available self-service option. After this timeframe, orders may proceed to fulfilment and shipment processing, after which amendments or cancellations may no longer be possible.
Once an order has been dispatched, we are unable to alter the delivery address as the parcel would already be within the courier network.
Based on the delivery information available, the parcel was delivered according to the address provided with the order. We understand this was not the outcome you expected and we apologize there is nothing can be done on our end.
We appreciate your feedback and will continue reviewing our processes to improve the overall customer experience.
Warmest Regards,
CHARLES & KEITH TEAM
C
Claudio · 1 review · Experienced 2026-06-03 ·
★★★★★
Defective Item. Poor company accountability
I purchased the Knotted-Handle Boxy Bag about 30 days ago for my S.O., and the long strap anchor point has ripped off the bag frame on the 4th use.
A brand-new bag should absolutely last longer than four uses, and having a strap anchor rip off so quickly is a clear manufacturing defect.
Edit:
I've reached out to their customer service, and they refuse to replace the bag and will only offer a full refund if I completely cut the strap in two.
I also needed to be very persistent with them because at first they recommended me taking it to a repair shop and a 15% refund.
Reply from CHARLES & KEITH2026-06-17
Dear Claudio,
Thank you for sharing your feedback.
We are sorry to hear that you were disappointed with your experience.
Following a review of the information provided, our team approved a full refund for the item as a resolution. As part of this process, we requested a short verification video showing the product rendered unusable, which is a standard procedure aligned with our policy.
While we understand that you would have preferred a replacement item, please note that replacements are not offered under our Refund Policy.
We would also like to clarify that we did not refuse your request for assistance. On the contrary, a full refund was authorised after a further review of your case and remains available upon completion of the requested verification process.
We regret that this resolution did not meet your expectations and appreciate you taking the time to share your feedback.
Warmest Regards,
CHARLES & KEITH TEAM
Absolutely amazing service, fast delivery, lovely product, shoe fits like a glove as I struggle to get shoes for small narrow feet I’m 21.5 cm in length and I ordered a size 34 . Australia doesn’t stock the smaller sizers so only problem is that shipping is extra
Reply from CHARLES & KEITH2026-06-17
Dear Mel,
Thank you for taking the time to share your experience with us.
We are delighted to hear that you are enjoying your new shoes and that the fit was just right. We understand how challenging it can be to find footwear for smaller, narrower feet, so it is especially rewarding to know that the size 34 worked perfectly for you.
We are also pleased that your order arrived promptly and that you were happy with the product overall.
We appreciate your feedback regarding shipping costs. While international shipping charges may apply for certain sizes and items not currently available locally, we will continue to share customer feedback with the relevant teams as we strive to improve our shopping experience.
Thank you once again for your support, and we look forward to serving you again in the future.
Warmest Regards,
CHARLES & KEITH TEAM
J
Jing · 4 reviews · Experienced 2026-05-17 ·
★★★★★
Absolutely disgusting experience
Absolutely disgusting experience. DONT BUY. I bought a $249 leather bag online Charles & Keith Australia but shipped from Hong Kong. They used DPEX who delivered my parcel to an unknown address with a photo that’s not my address at all. If the customer service would try to search the address, they would be able to find out courier delivered incorrectly. They didn’t try to look after their own customers, asking me to chase up myself. The courier was not reachable, no one answering. Feel like I am being scammed. Paid the money for nothing，Never ever going to trust this brand.
Reply from CHARLES & KEITH2026-06-17
Dear Jing,
Thank you for sharing your feedback. We are sorry to hear about your experience.
Following our review of the delivery records provided by the courier, the parcel was marked as successfully delivered to the delivery address provided at the time of purchase, and proof of delivery was supplied accordingly.
As the delivery location shown in the proof of delivery may not always clearly identify a specific unit or apartment entrance, customers residing in apartment complexes, condominiums, or shared residential buildings may wish to check with building management, reception personnel, household members, or nearby neighbours who may have accepted the parcel on their behalf.
We understand how frustrating it can be when a parcel cannot be immediately located, and we appreciate the concerns you have raised. Our team remains committed to reviewing all available information provided by both the customer and the courier during the course of an investigation.
Thank you for taking the time to share your experience. Please feel free to reach out to us again should you require any other assistance pertaining to your order.
Warmest Regards,
CHARLES & KEITH TEAM
Dear Valued Customer,
Thank you for your review and feedback.
We are absolutely thrilled to hear that your whole experience with us was great! Knowing that you highly recommend us truly makes our day and motivates our team to keep delivering excellent service and products.
Do reach out to us at [email protected] for assistance if you require more help.
Have a wonderful day ahead!
Warmest regards,
CHARLES & KEITH TEAM
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the delay you experienced with your shipment. We understand how important timely delivery is, and we are truly sorry that the shipping process took too long and did not meet your expectations.
We take your feedback regarding our delivery timeframes seriously as we continuously work to improve our logistics and shipping speed to provide a more efficient service in the future.
Do reach out to us at [email protected] for assistance if you require more help.
Have a wonderful day ahead!
Warmest regards,
CHARLES & KEITH 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
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
E
EJ Johnson · 1 review · Verified · Experienced 2026-05-15 ·
★★★★★
Really loved the 2 shoes that I ordered…
Really loved the 2 shoes that I ordered and all my previous items that I have bought have reach to my expectation.
Reply from CHARLES & KEITH2026-06-08
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
The boots are amazing! The quality is great, and everything looks perfect. However, they run a little small. I am a true size 37, but these feel a bit tight on me. If you are planning to buy them, I highly recommend ordering one size larger for the best fit!
Reply from CHARLES & KEITH2026-06-09
Dear Valued Customer,
Thank you for your review and feedback.
We are absolutely delighted to hear that you find the boots amazing, that the quality is great, and that everything looks perfect to you.
However, we appreciate you highlighting your experience regarding the fit. We note that they feel a bit tight for a true size 37, and we are grateful for your helpful advice to other shoppers to order one size larger for the best fit. We will certainly share your comments regarding the sizing with our product development team to ensure we keep improving our fit consistency.
Do reach out to us at [email protected] for assistance if you require more help.
Have a wonderful day ahead!
Warmest regards,
CHARLES & KEITH TEAM
I’ve bought several bags from many companies over the years, this one presented great out of the box, great quality like many others. However after a few months of daily carrying most bags I’ve gotten will wear, loose some structure and stiffness, just age. This bag is in brand new condition, unlike any other, no scratches, creases, marks, honestly still looks brand new and it gets thrown around, treated poorly. Fricken love it, will be buy another in a diff colour
Reply from CHARLES & KEITH2026-06-08
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
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
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