CHARLES & KEITH

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

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

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

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

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

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

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

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

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

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

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

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 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

尊敬的客户， 我们衷心感谢您花时间分享您的反馈。 我们很高兴听到您的积极评价，并很高兴您最近在我们这里的购物体验达到了您的期望。您的意见对我们非常有价值，因为我们致力于始终如一地提供优质服务。 感谢您的惠顾，我们期待您的再次光临。不要忘记在我们的官方网站上订阅我们的时事通讯，以了解我们的最新商品和促销活动。 如果您需要任何进一步的帮助，请随时通过[email protected] 与我们联系。 最好的问候， 查尔斯和基思客户服务团队

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