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.
I purchased my bag on May 14 and today is june 3 and my order is still in transit. I would have went with something else had i known it would take almost 3 weeks ( or more, my order is still in transit). Don't promise 7-10 business days when that is not what is delivered.
This honestly killed my excitement for the bag.
Edit: Received my bag today. Outside of the shipping experience bag was beautiful!
Reply from CHARLES & KEITH2026-06-09
Dear Valued Customer,
Thank you for your review and feedback.
We are pleased to hear that you received your bag and that you find it beautiful! However, we note your mention of the shipping experience. We sincerely apologize if the delivery process did not meet your expectations or was less than smooth. We take your feedback seriously as we continuously work to improve our logistics and shipping services for our customers.
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
It came in a box all smashed, terrible packing, very sad
Reply from CHARLES & KEITH2026-06-03
Dear Valued Customer,
We're sorry to hear that your order arrived in this condition. We'd like to look into this further for you. Please reach out to us at [email protected] with photos of the packaging and item received, and our team will be happy to investigate and assist further.
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
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
love love LOVEEEE the bag that I bought form Charles & Keith. Very good quality and shipping was pretty fast as well!
Reply from CHARLES & KEITH2026-06-03
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
Charles & Keith deleted my purchase history after delivery. I returned two items (shoes + bag) with proof of delivery. They only refunded the shoes and claimed they never received the bag. This is dishonest business practice. I have a receipt proving both items were delivered back to them. Currently disputing via PayPal. Avoid this company. THEY ARE SCAM
Reply from CHARLES & KEITH2026-06-03
Dear Valued Customer,
We're sorry to hear about your experience.
We noticed that our team has already been in touch with you via email regarding this matter. To avoid any confusion and ensure consistency, we will continue assisting you through the existing email thread. Please feel free to reply there if you have any further questions or additional information to share, and our team will be happy to assist.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Its been more than 3 weeks but i havenot received my order, even the tracking no is not accurate..very disappointed..
Reply from CHARLES & KEITH2026-06-03
Dear Valued Customer,
We're sorry to hear about your experience. We can see that our team is already assisting you via email and is actively looking into the matter. To ensure we provide you with the most accurate update, we'll continue supporting you through the existing email thread. Thank you for your patience, and please feel free to reply to our email if you have any further questions.
Best Regards,
CHARLES & KEITH Customer Service Team
The delivery was fast and easy to track as well. Good packaging and as for shoes they were beyond my expectations very well fitted and so comfortable. Really gonna purchase another pair
Reply from CHARLES & KEITH2026-06-03
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
My package was lost and still never got my refund or code I used
Reply from CHARLES & KEITH2026-06-03
Dear Valued Customer,
We're sorry to hear about your experience. We can see that our team is already assisting you via email and is actively looking into the matter. To ensure we provide you with the most accurate update, we'll continue supporting you through the existing email thread. Thank you for your patience, and please feel free to reply to our email if you have any further questions.
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 spoke to the customer service about my package and they said gave us 3-5 business days, nobody contacted me and after a week or more, I sent a message via WhatsApp and they reply to the email I sent earlier that they lost my package and will refund me. I’ve been waiting almost a month and nobody talked to me and I needed this bag for a special thing which make me frustrated
Reply from CHARLES & KEITH2026-06-03
Dear Valued Customer,
We're sorry to hear about your experience. We can see that our team is already assisting you via email and is actively looking into the matter. To ensure we provide you with the most accurate update, we'll continue supporting you through the existing email thread. Thank you for your patience, and please feel free to reply to our email if you have any further questions.
Best Regards,
CHARLES & KEITH Customer Service Team
This is my 3rd time ordering from them. The first two were okay, after a week and a half, my order arrived. But this one, it has been 3 whole weeks already and my package hasn’t arrived yet. The customer service kept saying sorry but not doing anything to fasten the arrival of the package. And they don’t even acknowledge my request of just refunding it and me ordering another one because this one seems to not arrive anymore. It has been stuck in the same place since the day it has been dispatched. I think they lost it.
Reply from CHARLES & KEITH2026-05-29
Dear Valued Customer,
We're sorry to hear about your experience and understand how frustrating it must be to wait longer than expected for your order, especially after having positive experiences with your previous purchases.
We sincerely apologize for the delay and the concern caused by the lack of movement in the tracking updates.
Please be assured that our team is actively monitoring the shipment and working with the courier partner to obtain the latest status. If the parcel is confirmed to be lost in transit, the appropriate resolution options will be reviewed accordingly.
We appreciate your patience and would like the opportunity to assist further. Please continue corresponding with our team via your existing email case, and we will provide updates as soon as they become available.
Best Regards,
CHARLES & KEITH Customer Service Team
My favorite bags! I love their designs, very elevated! Highly recommend them!
Reply from CHARLES & KEITH2026-05-29
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
If I could give zero stars, I would. The delivery drivers this company uses are thieves. One driver has come to my condominium twice, dropped off packages at someone’s patio (without a unit number), take photos claiming the items were delivered, only to take them back with him. My HOA has him doing this on surveillance. I’ve reached out to SpeedX Critical Escalation Team and the Charles & Keith’s Customer Service team, to complain, and they said they needed 7 working days to investigate. It has been over 7 working days and I’ve attempted to follow up at least 5 separate times, to no success. No one has made an effort to follow up with me or respond. Do not buy from them. They use SpeedX for delivery and both are not reliable or trustworthy servicers.
Reply from CHARLES & KEITH2026-05-29
Dear Valued Customer,
Hi, we're sorry to hear about your experience and understand your frustration, particularly given the time that has passed since the investigation was initiated.
We take concerns regarding parcel delivery and customer communication very seriously. We sincerely apologize if the investigation has taken longer than expected and for any lack of updates during this process. Our team is actively following up with the courier partner to obtain a resolution and will continue to review the matter thoroughly.
If you already have an open case with us, please rest assured that it remains under review. We appreciate your patience and regret the inconvenience this situation has caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Sconsiglio assolutamente! Borsa acquistata a metà marzo arrivata un mese dopo, dopo due utilizzi si è rotta la vite che teneva il manico non è stato possibile fare il reso perché passati 50 giorni, chiesto quindi la sostituzione e mi è stato lasciato questo messaggio dall’assistenza dopo diversa insistenza per essere sostituita visto il palese difetto di fabbricazione: Hello! We are sorry to hear about the issue with your item, and we would like to offer you a full refund as a resolution.
As part of the refund process, we kindly request your cooperation with the following steps to confirm product disposal:
Please render the item unusable by cutting/slashing it to prevent any further use.
Take clear photos and a video showing the item being made unusable.
Share the images and video with us for verification.
Kindly do not dispose of the item completely until we have confirmed receipt and provided final approval. This is to ensure the process is completed correctly.
Once we have reviewed and approved the submission, we will proceed with the full refund accordingly.
We appreciate your understanding and cooperation. Please let us know once you are ready to proceed.
Trovo tutto questo assolutamente assurdo!!!
Reply from CHARLES & KEITH2026-05-20
Dear Giorgia Costa,
Thank you for your review and feedback!
We sincerely apologize for the frustrating experience you have had with your bag and our customer service. We understand that your bag, purchased in mid-March, took a month to arrive and that the screw holding the handle broke after only two uses.
We also deeply apologize for the frustration caused by the response you received from our support team, asking you to cut and slash the item and provide photos and a video of it being rendered unusable before a refund can be processed. We completely understand your feeling but this is our process.
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
The stitching on shoes has already come apart from the upper, leaving visible white thread. Shoes were purchased in Jan and this occurred within first 3 months of wearing a couple of days per week to work. Have lodged a request to discuss but as yet have only received a response stating the team would be in contact.
The response from customer service was the issue occurred post the 30 day return period and I should have them repaired myself.
Reply from CHARLES & KEITH2026-05-20
Thank you for your review and feedback!
We sincerely apologize for the quality issue you have encountered with your shoes and the subsequent delay in our response. We understand that the stitching has already come apart from the upper, leaving visible white thread, despite being purchased in January and only worn a couple of days per week to work within the first 3 months.
We also deeply regret that after lodging a request to discuss this issue, you have only received an initial response stating our team would be in contact, with no further follow-up. We understand your frustration regarding this delay, as we aim to address quality concerns much more promptly.
To allow us to urgently prioritize your case and look into why our team has not yet followed up with you, please reach out to us with your order number.
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 purchased the Arwen Quilted Top Handle Vanity Bag in color Black but the bag’s leather was chipped off in just a month. I really loved the bag and it’s so sad that I am even barely using it and it got damaged already. I purchased the bag as a birthday treat. And this is what happened.
Reply from CHARLES & KEITH2026-05-20
Dear Valued Customer,
Thank you for your review and feedback!
We are so sorry to hear about the quality issue you experienced with your Arwen Quilted Top Handle Vanity Bag in Black. We understand that this bag was purchased as a special birthday treat, and we are deeply saddened to hear that the material chipped off in just a month, leaving you barely able to use a product you really loved.
We apologize that this purchase brought disappointment instead of the celebratory experience you deserved. We take product quality seriously and regret that the durability of the bag did not meet your expectations.
To allow us to investigate this issue with your Arwen bag and see how we can make this right for you, please reach out to us with your order number and photos of the damage.
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
Honestly the WORST customer service:
Dear Heather,
Thank you for reaching out to CHARLES & KEITH.
Kindly note that the first-time order discount code is applicable only once per customer account.
Once the code has been applied or attempted on an order, it cannot be reactivated or reused, even if the transaction was not successfully completed or captured.
We understand your concern, however we are unable to reinstate or reissue the code.
We appreciate your understanding.
Best Regards,
Aloysius K
Client Communications
CHARLES & KEITH
Reply from CHARLES & KEITH2026-05-20
Thank you for your review and feedback!
We sincerely apologize for the frustrating experience you had with our customer service team and the handling of your first-time order discount code. We understand that our response regarding the code being permanently deactivated after a failed or uncompleted transaction left you feeling deeply disappointed with our support.
We agree that a technical or payment issue should not prevent you from enjoying your introductory discount, and we deeply regret that our policy lacked the flexibility and customer care you expected. We take your feedback regarding this interaction seriously as we work to make our policies and customer assistance more supportive.
To allow us to review your case and see how we can assist you with your first-time discount, please reach out to us with your registered account details or order number.
Do reach out to us at [email protected] for assistance if you require more help.
Quality is amazing. Great for everyday use as it has plenty of space to put many things inside.
Reply from CHARLES & KEITH2026-05-13
Dear Kiran,
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
Good deals and quality at a reasonable price. Items were packaged well and with care
Reply from CHARLES & KEITH2026-05-13
Dear Nadia,
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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