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.
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’m extremely disappointed with my recent purchase from Charles & Keith. The bag arrived after 20 days, which is already frustrating, but what’s worse is that it came with damaged and broken leather. The material looks like it’s peeling and cracking, even though I haven’t properly used it yet.
I immediately contacted customer service and shared clear pictures of the defect, but they are still refusing to give me a refund. This is completely unacceptable. Waiting that long only to receive a defective product—and then getting no proper resolution—is very disappointing.
This was a total waste of money and time. Very poor quality control and even worse customer service. I would not recommend buying from here at all.😡😡😡
Reply from CHARLES & KEITH2026-05-08
Thank you for contacting CHARLES & KEITH.
Thank you for contacting CHARLES & KEITH.
We’re very sorry to hear about your experience and understand your frustration regarding the delivery delay and the condition of the item received. This is certainly not the standard of service we strive to provide.
Please note that we have already addressed your concern via email and shared the details of the resolution provided. We kindly ask that you refer to our email correspondence for further clarification
Worst experience in delivery of the product. I never receive the ordered item. when contacted Charles Keith customer service, they mentioned its not their problem and they won't be able to send another bag neither refund will be provided. Worst company and worst customer service.
Reply from CHARLES & KEITH2026-05-08
Thank you for contacting CHALRES & KEITH.
We’re truly sorry to hear about your experience and understand how frustrating this situation must be. This is certainly not the impression or level of service we aim to provide to our customers.
Please note that we had responded to your email back in February regarding this matter. Nevertheless, we take your feedback seriously and would still like the opportunity to review your case further. Kindly contact us at [email protected] with your order number and details so our team can look into the matter and assist you accordingly.
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
63 days today and I haven't received my item.
I'm extremely disappointed.
THE POOREST SERVICE OF ALL.
So @Charles & Keith..
Please could you refund my 1 599 Kr if can't deliver the item?
I'm tired.
My very first purchase and your service is already HORRIBLE???
After writing my review on on TrustPilot on 20th April, you replied to me on 24th that you are going to up the matter and get in touch with me via my email but you never did.
I have tried to reach out to you in vain.
No email, no updates, no nothing.
How do you your business?
I start to think you are just but scammers.
No excellence at all.
Reply from CHARLES & KEITH2026-05-08
Thank you for contacting CHARLES & KEITH.
We sincerely apologize for the delay and understand how disappointing and frustrating this experience has been, especially for your first purchase with us. This is certainly not the level of service we aim to provide.
We’re also sorry for the lack of follow-up after our previous response on Trustpilot. Please be assured that we take your feedback seriously.
Kindly contact us at [email protected] with your order number and contact details so we can urgently look into the status of your order and assist you further, including on the refund request if applicable.
Such beautiful hand bags! I receive compliments on all of my bags from Charles and Keith. Great quality too!
Reply from CHARLES & KEITH2026-05-06
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
Beautiful designs, very good quality, good prices.
It takes sometime to arrive and if you want to return, it also take sometime to arrive and process the refund. But all is good.
Reply from CHARLES & KEITH2026-05-06
Dear Valued Customer,
Thank you for taking the time to share your experience with us. We’re delighted to hear that you love our designs, quality, and pricing.
We also appreciate your patience regarding the delivery and return refund timelines. Your feedback is valuable to us as we continue working to improve the overall shopping and returns experience for our customers.
Best Regards,
CHARLES & KEITH Customer Service Team
I soooooo loved the quality. Perfect for anywhere I go. 🥰🥰🥰🥰🥰🥰🥰🥰🥰🥰
Reply from CHARLES & KEITH2026-05-06
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
Dear Valued Customer,
Thank you for your kind words and for taking the time to share your experience with us. We’re delighted to hear that you had a positive experience with Danish’s humble and attentive service. Your compliments truly mean a lot, and we’ll be sure to share this with the team 😊
Best Regards,
CHARLES & KEITH Customer Service Team
Very disappointing experience with Charles & Keith.
It has been over a month since I placed my order, and I still have not received a proper resolution. I have contacted customer service multiple times and was repeatedly asked to “wait 2–5 business days,” then again “1–2 days,” but no actual solution was ever provided.
I have requested a refund several times over the past weeks and have been completely ignored.
This level of customer service is unacceptable — constant delays, no accountability, and no clear communication.
At this point, I would strongly advise others to be cautious before ordering.
Reply from CHARLES & KEITH2026-05-06
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how frustrating this situation must have been for you.
We recognise your concerns regarding the extended delays, repeated waiting timeframes, and the lack of clarity around the resolution process. This is not the level of service or communication we aim to provide to our customers.
We can see that your case is currently being attended to by our team, and the relevant follow-up is ongoing. We appreciate your patience and understanding while this is being reviewed, and our team will continue to keep you updated via email accordingly.
Best Regards,
CHARLES & KEITH Customer Service Team
Placed an order from Vienna (#AT000344076). The delivery took 20+ days instead of the promised 6-10. Customer support is useless, hiding behind scripted responses.
The product is completely misleading: advertised as size 37, it fits like a 38. To top it off, the quality control is non-existent — the shoes were inconsistent (one larger than the other). When I asked for a resolution, they offered no support other than a costly return to Hong Kong for their own mistake.
If you are in Europe, stay away. There is no local support, no local warehouse, and they don't care about the customer. Absolute waste of money and time.
Reply from CHARLES & KEITH2026-04-27
Dear Valued Customer,
We’re very sorry to hear about your experience, and we understand how frustrating this must have been.
A delivery timeframe significantly beyond what was communicated, along with sizing inconsistencies and concerns on product quality, is not the experience we aim to provide. We also recognise how disappointing it is when the resolution options do not feel fair or convenient, especially for our customers in Europe.
Your feedback has been shared with the relevant teams for review, particularly around delivery timelines, product quality checks, and how we support our customers across different regions. We will also be reviewing how resolutions are communicated to ensure they are clearer and more considerate of the situation.
Should you need any further assistance, please feel free to reach out to us at [email protected].
Best Regards,
CHARLES & KEITH Customer Service Team
Honestly, the bag is pretty, but I wanted to return it because it’s not what I was looking for. I was disappointed to find that Charles & Keith has a very poor return policy. For an order at this price point, I would normally expect free returns.
Since the return would have to be shipped to the UK, it would cost me around €20, which feels excessive for an order that already costs over €150.
Overall, I’m not happy with the experience and wouldn’t recommend shopping here. Many other stores offer free returns and faster shipping. I’ve also heard several negative stories about people who paid for return shipping and still haven’t received their refunds.
Because of the high return cost, I’ve decided to keep the bag but I won’t be ordering from here again.
Reply from CHARLES & KEITH2026-04-27
Dear Valued Customer,
Thank you for taking the time to share your feedback with us. We’re sorry to hear that your experience did not meet your expectations.
We understand how important a convenient and reasonably priced returns process is, especially for our customers in Europe. Your feedback on the return costs and overall experience has been noted, and we are currently reviewing how we can improve our returns process to better support our EU customers.
We truly appreciate your feedback, as it helps us identify areas where we need to do better.
Best Regards,
CHARLES & KEITH Customer Service Team
Extremely disappointing and exhausting customer service experience.
I ordered two pairs of shoes from Charles & Keith. One pair arrived scratched despite being sold as new, and the second parcel was heavily delayed with almost no meaningful updates unless I personally chased them for answers.
The real problem was not only the defective product, but the way the company handled it afterwards.
For the damaged pair, the first proposal was a 15% refund. Receiving a scratched item sold as new apparently deserved only a small discount.
After multiple follow-ups, I was then told that if I wanted a full refund, I needed to physically destroy the shoes myself and send photo/video proof. They told me I had to order the shoes again once I got a refund. This would already be questionable enough, but the model had become out of stock by then. In practice, they were asking me to destroy a pair I wanted while offering no possibility of replacement. At no time, they verified if the item was still in stock : they offer unrealistic solutions.
I was later told I could place a new order with “the same discount as a goodwill gesture”, even though this was simply the standard student discount already available to me. Calling that a goodwill gesture was frankly insulting.
Another proposal was free shipping on a new order, which again meant spending more money with a company that had already sent a defective item.
So after receiving a damaged product, the practical options offered to me were:
- keep the scratched shoes and accept a token refund
- destroy the shoes and lose any chance of owning the model
- spend additional money on a new order
At no point was a proper replacement offered. At no point was there any genuine accountability.
Meanwhile, the second parcel remained delayed for weeks and updates only came when I repeatedly contacted customer service. There was no proactive communication whatsoever.
What stood out most throughout this experience was the bad faith and lack of ownership. Every response seemed designed to minimise responsibility and shift the inconvenience, cost, or risk onto the customer.
The products may look nice online, but if anything goes wrong, expect a slow, rigid and deeply disappointing after-sales experience.
UPDATE : Unlike what they are saying in their comment, they have not followed up with me by email
It is all an act !
Reply from CHARLES & KEITH2026-04-27
Dear Valued Customer,
We’re truly sorry to read about your experience, and we understand how frustrating and exhausting this must have been.
What you’ve described, receiving a scratched item sold as new, the delay with your second parcel, and the way the resolutions were handled, is not the experience we aim to provide. We also hear your concerns around the options shared, particularly how they felt impractical and did not take into account stock availability or your original intent to keep the item.
This is not the level of ownership or clarity we expect in our service. We’re currently reviewing your case internally, including our quality checks, communication, and resolution processes, to better understand where this fell short and to prevent this from happening again.
Our team will continue to follow up with you via email.
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
This website is just a fancy website trying to be a English brand I ordered exactly a month ago and till now there are no where about of my order neither can you contact their customer care to initiate a cancellation and get a refund or discuss about a pending refund.
Speaking of which there was a wrong order as well which was immediately cancelled and till date no return back of money.
I would suggest avoid this website at all cost.
Note: no one responses on their WhatsApp help desk
3 months and still waiting
As of today was supposed to be delivered in 24th April
Showing item is still in Netherlands
Was initially couriered from china to Netherlands god knows why and been there for over 2 months
Reply from CHARLES & KEITH2026-04-20
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how frustrating this must be, especially with the delay and difficulty reaching our team.
This is certainly not the experience we aim to provide. We’d like to look into this for you and ensure your concerns, including the pending order and refund, are properly addressed. Please contact us at [email protected] with your order details so we can assist you further.
We also apologise for the delay in responses on WhatsApp and are actively working to improve our responsiveness across all channels.
Best Regards,
CHARLES & KEITH Customer Service Team
Quality and customer service are not up their “standards”
I was so excited to purchase my first bag from Charles & Keith, but the experience has been a massive disappointment. After only six months, the bag is completely falling apart. For the price they charge, the quality is simply not there. To make matters worse, their customer service team was completely indifferent to the issue as “a significant amount of time has passed since the original purchase date.” I won’t be purchasing from this brand again.
Reply from CHARLES & KEITH2026-04-20
Dear Valued Customer,
Thank you for taking the time to share your feedback with us, we’re truly sorry to hear about your experience.
We understand how disappointing this must be, especially when the product did not hold up to expectations after a few months of use. While our team’s response was based on our current policy timeframe, we recognise that this may not feel satisfactory in your situation.
We truly appreciate you highlighting this, and we’ll be sharing your feedback with our team as we continue working to improve both our product quality and overall experience.
Best Regards,
CHARLES & KEITH Customer Service Team
I had a very disappointing experience with this company. They failed to deliver my order to the correct address and instead dropped it off at the wrong location. To make matters worse, they actually expected me to go and pick it up myself, which is completely unacceptable considering I paid for delivery.
When I contacted their customer service via email, I did not receive a proper or helpful response. It felt like they didn’t care at all about resolving the issue or taking responsibility for their mistake.
I spent my hard-earned money expecting a basic level of service and professionalism, but instead I was met with inconvenience and poor communication. Very frustrating experience — I would not recommend this company to others.
Reply from CHARLES & KEITH2026-04-13
Dear Valued Customer,
We're sorry to hear about your experience and understand how frustrating this must have been. This is certainly not the level of service we aim to provide.
We regret to learn that your parcel was delivered to an incorrect address and that the follow-up support did not meet your expectations. Your feedback is important to us, and we take concerns like this seriously.
Could you please share your order details with us at [email protected]? Our team will review the matter and look into this further.
Thank you for bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
Waited for a month but never received my shoes. Terrible service. Also, as soon as I asked for a refund, they stopped replying. Do not recommend at all.
Reply from CHARLES & KEITH2026-04-13
Dear Valued Customer,
We're truly sorry to hear that you’ve been waiting for a month without receiving your shoes, we completely understand how frustrating this must be.
This is certainly not the experience we aim to provide. Occasionally, unexpected delays with our warehouse or courier partners can occur, but we acknowledge that this should have been communicated more proactively to you.
We’d really like to look into this and make things right. Please don’t hesitate to reach out to our team directly at [email protected] with your order details, and we’ll prioritise your case and provide you with an update as soon as possible.
We sincerely appreciate your patience and the opportunity to resolve this for you.
Best Regards,
CHARLES & KEITH Customer Service Team
Wrong item, delayed deliver, and I have to pay for their mistake!
I was very excited to order a tote bag from Charles & Keith as I had seen many posts on IG with the product. My excitements soon ended as there are a number of issues with this company online and customer service experience.
1. The site and email confirmation confirmed I would receive the bag in 2-5 working days. It took 13 working days (17 days in total) to receive. Normally I wouldn’t mind so much but I had purchased for a gift and it didn’t arrive in time.
2.I ordered the tote in Mulberry Plum colour. The was confirmed on both my order and shipping confirmation emails as well as the information in my account settings. I received the bag in Chocolate colour.
3. Charles & Keith is not easy to get response from. I tried their chat with no response, then sent message through their online form. After waiting a day with no response and no indication if my message got through, I sent a WhatsApp message and email, finally got a response.
4. This is the worst part. The response I got back from Mike T, Senior Client Communication Associate, was there are no exchanges. And I need to pay to ship the item back.
They made the error. And I need to pay to return and order a new one. I’ve responded asking them 1. Why do I need to pay for the “exchange” shipping cost when it’s their error. 2. If I were to order again how do I know I will get the right colour the 2nd time?
Still waiting for a response. But for now- don’t recommend this company as they don’t seem to care about meeting customer expectation
Unfortunately this company falls into the category of - great marketing but poor execution!
April 17 Update: I got your response below and on email. I have sent questions back to customer service right away by email and then prompted twice since I have not received any response.
Do you just respond once and post on trust pilot that you did and then not respond again? Is it about the appearance of being responsive? Please find my case and respond to my questions. Customer service, you can do better!
Reply from CHARLES & KEITH2026-04-13
Dear Valued Customer,
Thank you for taking the time to share your detailed feedback. We’re truly sorry to hear about your experience and understand how disappointing this must have been, especially since the item was intended as a gift.
We sincerely apologise for the delay in delivery, receiving the incorrect colour, and the difficulty you experienced when trying to reach our team. This is certainly not the experience we aim to provide.
We understand that your case is currently ongoing with our team, and we will continue assisting you directly there to ensure this is properly resolved. Additionally, as this appears to be an error on our end, we will be covering the return shipping fees via reimbursement.
Thank you again for your patience and for bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
Jwpei
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