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.
was stated as 3–7 working days (up to 9 at most), with no clear indication that the item would be shipped internationally. Only after placing the order did I discover via the tracking link that the parcel is coming from China (CN → GB), which obviously impacts delivery time.
What’s more concerning is that the tracking has remained on “shipment information received” for an extended period, suggesting that the item may not have even been dispatched yet.
There has been a clear lack of transparency regarding shipping origin and timelines, and communication has been extremely poor. I have followed up, but have not received a satisfactory response.
Overall, the experience feels misleading and unreliable. I would strongly recommend that the company improves its communication and clearly states shipping details before purchase.
Reply from CHARLES & KEITH2026-04-13
Dear Valued Customer,
Thank you for taking the time to share your feedback with us. We're sorry to hear about your experience and understand your concerns regarding the delivery timeline, shipping origin, and the lack of updates.
We appreciate you highlighting this, particularly around the clarity of shipping information and communication. Your feedback is valuable and will be shared with the relevant teams as we review our processes and look into ways to improve transparency for future orders.
Thank you again for bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
Shipped fast but tracking was very poor. I ordered on the 15th and it arrived on the 31st which isn't too bad, but I received about six different tracking numbers and emails, I started to think I was getting scammed lol. Bag is very nice.
Reply from CHARLES & KEITH2026-04-08
Dear Valued Customer,
Thank you for your feedback and for sharing your experience with us.
We’re glad to hear that your order arrived safely and that you’re happy with your bag. However, we’re sorry for the confusion caused by the multiple tracking updates. We understand how this may have been concerning, and we appreciate you bringing this to our attention.
Your feedback is valuable to us, and we’ll continue working to improve our tracking and communication experience to make it clearer and more seamless for our customers.
Thank you again for your support, and we hope you enjoy your new bag.
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
Didn’t receive my parcel but the platform said it was delivered
My friend ordered a bag for me from Charles & Keith. The tracking information showed that the parcel was delivered on 17 March. However, when I checked with my building reception, they confirmed they did not receive any parcel for me.
I contacted the delivery company (Team Global Express) to ask for the exact delivery location, but I have received no updates or replies despite multiple follow-ups.
My friend, who placed the order, has also contacted Charles & Keith customer service with all the details, but there has been no reply and no action taken so far.
It has now been almost two weeks since the supposed delivery, and I still have not received my bag. This experience falls far below my expectations of your company.
I kindly request an actual reply and immediate action to resolve this matter.
***Order number: AUS05131469
My friend and I have sent multiple messages to your company. The only response we have received is that, according to the platform, the delivery has arrived and that you are currently inquiring with the delivery company. Your company also told me that emails had been sent regarding my enquiries, but you have not replied to my further responses.
I did not expect this level of service from your company, especially since it is based in Singapore. I was expecting much higher efficiency and more effective solutions. It is clear that the platform shows the package as delivered, yet I have still not received my bag.
Furthermore, after weeks of calling and messaging Team Global Express, all they have done is claim that their driver delivered the package to the correct address — without providing any proof, such as a photo.
This has been an enormous waste of time, and I am completely exhausted from dealing with the issue — especially because this was a birthday gift that my friend bought for me.
Team Global Express currently has a Google review rating of only 1.1 stars, with many customers reporting similar cases of missing packages.
I sincerely hope your company will switch to a more reliable and trustworthy delivery partner. As of now, I have not received the bag, and I would like to request compensation.
Reply from CHARLES & KEITH2026-03-30
Dear Valued Customer,
We’re very sorry to hear about this and understand your frustration. Could you please share your order number with us so we can look into this and assist you further? Thank you for your patience.
Should you require any further assistance, please do not hesitate to contact us at [email protected].
Best Regards,
CHARLES & KEITH Customer Service Team
This company A BIG TIME SCAM! I return the item with their return label sent to me, and now they can't refund me due to I didn't send the tracking number. I just follow their instructions, it wasn't stated you need to send the tracking number to them and knowing they're the one who gave a label that should be expected that they can track the item. Their reason they can't track cos they received a lot of return each week. It's their job to track what they received each day. That return address it’s within the USA, I expected they received it within a week. I sent the item February 12. I'm their loyal costumer for 6 years. Your return item is their MODUS, they will pretend they dont received it but suddenly they will SELL it with BIG TIME profit cos you already paid the item without refund. NOT ANYMORE!
Dont provide a return label if you all irresponsible to track the item. You gave us HEADACHE do more job as a costumer. You waste our hard earn money that suppose to be to treat ourself at least once in a while.
Reply from CHARLES & KEITH2026-03-24
Dear Valued Customer,
Thank you for your feedback. We’re sorry to hear about your experience and understand your frustration. We can confirm that your refund has already been processed. We appreciate your patience and continued support, and we’ll take your feedback into consideration as we continue to improve our processes.
Best Regards,
CHARLES & KEITH Customer Service Team
Shipping was so long. It took a month before the package arrived. Good thing my sister liked her birthday gift.
Reply from CHARLES & KEITH2026-03-24
Dear Valued Customer,
Thank you for taking the time to leave a review.
We’re sorry to hear that the delivery took longer than expected and appreciate your patience. We’re glad to know your sister liked her birthday gift. Your feedback is valuable to us as we continue to improve our delivery experience. Thank you for your support.
Best Regards,
CHARLES & KEITH Customer Service Team
Love the quality, colors and the styles.
Beautiful collection
Reply from CHARLES & KEITH2026-03-24
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
Great quality bags but I give 4 stars because shipping took so long. Please improve your shipping timeframes
Reply from CHARLES & KEITH2026-03-24
Dear Valued Customer,
Thank you for taking the time to leave a review.
We’re delighted to hear that you’re happy with the quality of our bags. We’re sorry for the delay in shipping and appreciate your patience. Your feedback is valuable to us as we continue to improve our delivery experience.
Thank you for your support, and we look forward to serving you again.
Best Regards,
CHARLES & KEITH Customer Service Team
I wrote a review here that I am still waiting for my return . It’s been two months since I am waiting.
On this the team got back to me and asked me to email again regarding the refund with my order number.
It’s the 5th email I have sent still no reply.
Poor poor customer service
Reply from CHARLES & KEITH2026-03-12
Dear Valued Customer,
We’re truly sorry to hear about the delay and the repeated follow-ups you’ve had to make. We completely understand how frustrating this must be, and this is not the experience we want our customers to have.
If you’re able to share your order number with us directly here or via [email protected], we’ll check your case immediately and prioritize a resolution.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Sharing my recent online purchase experience.
I selected my shoe size based strictly on the official size guide provided on the website. Unfortunately, the shoes did not fit and were significantly smaller than expected.
When I contacted customer service, I was informed that sizing may vary depending on design and that the size guide is for reference only. As an online customer, this was disappointing, as the size guide is the main reference available when making a purchase decision.
I was also advised to return the item via international shipping to Singapore. The return cost is relatively high compared to the item value, and no alternative return option was available to me.
I hope there can be clearer sizing guidance and more flexible return solutions for online customers in the future.
Reply from CHARLES & KEITH2026-03-12
Dear Valued Customer,
Thank you for sharing your feedback. We’re sorry to hear that your recent online purchase did not meet your expectations. We understand how important accurate sizing is when shopping online, and we appreciate your input regarding our size guide.
We also understand that international returns can be inconvenient, and we appreciate your suggestions for more flexible return options. Your feedback will be shared with our team as we continue to review and improve our online shopping experience.
Thank you for taking the time to let us know.
Best Regards,
CHARLES & KEITH Customer Service Team
Worst possible Customer Service
No phone call possible
Un responsive and disrespectful
i had to exchange a shoe ,they kept on pasting me the return policy.I paid way extra for my return .They didn't compensate me for the exhange product either. Disgusting experience
please save yourself the disrespect as they will never compensate for your loss.
Reply from CHARLES & KEITH2026-03-12
Dear Valued Customer,
We sincerely apologize for the delay in responding and for the frustration this experience has caused. We completely understand how upsetting this must have been.
As exchanges aren’t available for international orders, we hope the return and refund process was straightforward. Refunds for the returned item will be processed according to our policy.
If you need any further assistance, you’re always welcome to reach out to us via email at [email protected]
or WhatsApp, and our team will be happy to help.
We appreciate your feedback and thank you for your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
Do not order from this company. As a first time purchaser, this experience was horrible. They forgot to include my item, avoided refunding me, and their customer service just kept telling me to check boxes I already sent them pictures of. Literally zero solution. I'm reporting this scam, it's unacceptable.
At this point, I don't trust this company and will never order here again.
Reply from CHARLES & KEITH2026-03-12
Dear Valued Customer,
We’re very sorry to hear about your experience and sincerely apologize for the inconvenience caused.
Our team is already reviewing your case and will work with you directly to reach a resolution. We truly appreciate your patience and understanding while we address this.
Best Regards,
CHARLES & KEITH Customer Service Team
I ordered a package on February 13. It's March 9 and it still hasn't arrived - that's 24 days. I need the items I ordered next week, but I doubt it will arrive in time even though I ordered so far in advancce. The worst part is that the ecms tracking website does not work so I cannot track where my parcel is. When I contacted customer service over Whatsapp, they showed zero care for my concern. They repeatedly sent me automated messages. One of the automated messages asked whether I would prefer a refund. I declined the refund and said I wanted my items delivered to me. To which they replied with the same automated message asking if I would prefer a refund. It is so blatantly obvious that are not even bothering to read my messages to them and that they do not care about my concerns whatsoever.
Reply from CHARLES & KEITH2026-03-12
Dear Valued Customer,
We’re very sorry for the delay and understand how frustrating this must be. Your order has been affected by regional disruptions, which have impacted delivery timelines.
We appreciate your patience while our team monitors the shipment closely. We’ll ensure your order is delivered as soon as possible and will follow up with you via email with any updates.
Thank you for bringing this to our attention, and we apologize for any inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Beautiful shoes and really well packaged. Very good experience!
Reply from CHARLES & KEITH2026-03-07
Thank you for your review and feedback!
That is wonderful to hear! We are delighted that you found the shoes beautiful and that they were really well packaged. It is great to know that you had such a very good experience with us!
Do reach out to us at [email protected] for assistance if you require more help.
Have a wonderful day ahead!
Great bag fast shipping , I found exactly what I was looking for material ,style and price wise !!!
Reply from CHARLES & KEITH2026-03-07
Thank you for your review and feedback!
That is fantastic to hear! We are delighted that you had a very good experience and found the delivery to be fast. It is wonderful to know that you found exactly what you were looking for in terms of material, style, and price!
Do reach out to us at [email protected] for assistance if you require more help.
I am very disappointed with the customer service and would give only 1 star for that reason.
My daughter purchased a $159 Calla bag. When she received it, the size was not exactly what she expected. She emailed customer service three times to request an exchange for a different size, but each time she only received automated responses. Unfortunately, the auto-reply messages did not provide clear or helpful information about the exchange process.
It feels like the company is not prioritizing customer support and is only focused on sales. Based on this experience, we will not be purchasing from this company again, nor will we recommend it to our friends and family.
Reply from CHARLES & KEITH2026-03-07
Thank you for your review and feedback!
We sincerely apologize for the disappointing experience you and your daughter had with our customer service. We understand that after purchasing a $159 Calla bag, the size was not as expected, and we deeply regret that your three attempts to reach out for an exchange were met only with automated responses.
It is distressing to hear that the auto-reply messages did not provide the clear or helpful information you needed, and we sincerely apologize for the lack of personalized support. We take your feedback seriously and regret that this has made you feel we are not prioritizing our customers. We are truly sorry that this experience has led you to decide not to purchase from us again or recommend us to others.
To allow us to urgently look into your daughter's request and facilitate the exchange process for the Calla bag, please reach out to us with the order number.
Do reach out to us at [email protected] for assistance if you require more help.
I love love lovee! the bag it is super cute and multi-usable. I use mine for school but also for traveling . I do not regret my purpose .
Reply from CHARLES & KEITH2026-03-07
Thank you for your review and feedback!
That is absolutely wonderful to hear! We are thrilled that you love your bag and find it super cute and multi-usable. It is great to know that you can use it for both school and traveling, and we are so pleased that you do not regret your purchase. Your enthusiasm truly made our day!
Do reach out to us at [email protected] for assistance if you require more help.
Thank you for your review and feedback!
That is so heartening to hear! We are delighted that you had a positive interaction with our kind and beautiful staff. We take great pride in our team, and it is wonderful to know that their service made a lasting impression on you.
Do reach out to us at [email protected] for assistance if you require more help.
Personale super qualificato e disponibile, lo consiglio vivamente.
Reply from CHARLES & KEITH2026-02-20
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 ordered the Lyla bag in Plum they sent me the wrong size and the strap was literally damaged.
Reply from CHARLES & KEITH2026-02-20
Dear Valued Customer,
We’re very sorry to hear about the issues with your Lyla bag, that’s certainly not the experience we want for you.
We’d like to assist you as quickly as possible. Please email us at [email protected] with your order number, photos of the damaged strap, and the incorrect size received. Our team will review your case and guide you on the next steps.
Thank you for bringing this to our attention, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
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