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RETURNS & EXCHANGES
How do I make a return?
We want you to love your CHARLES & KEITH purchase. Try them in the comfort of your home and if you are dissatisfied with the item(s), return it within 14 days of placing your order.
Returns and Exchanges are applicable to regular-priced items only.
- Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached
- Returns are free if the product you received is wrong or defective, otherwise shipping charges will be borne by you.
- In the interest of hygiene, we do not accept returns or refunds on earrings and shoes item with sock pairing, unless they are defective or the wrong item was sent.
- A final inspection will be done to ensure all items are in their original condition before processing your returns
- Returns that do not meet our policy will not be accepted and will be returned to you at your cost
- If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the specified value of the GWP
How do I make an online return?
Our return policy is only applicable to normal-priced items, within 14 days of the date of purchase.
Our exchange policy is only applicable to defective items or wrong item(s) shipped, within 14 days of the date of purchase.
Items purchased in physical stores are not eligible for returns.
Please ensure your item(s) met our Returns & Exchanges policy before returning the item(s) to us.
There are 3 ways to send your items back to us.
1. To CHARLES & KEITH warehouse
CHARLES & KEITH warehouse
Schenker (Thai) Ltd. (eCom Project - Dock 60)
999/1 Moo.11, Tambon Bang Chalong,
Amphoe Bang Phli, Samut Prakan, 10540
098 279 3758
Schenker (Thai) Ltd. (eCom Project - Dock 60)
999/1 Moo.11, Tambon Bang Chalong,
Amphoe Bang Phli, Samut Prakan, 10540
098 279 3758
For Member Checkout, please submit the return request online under ‘My Account’ before sending your item to us.
For Guest Checkout, please use the physical return form provided with your order before sending your item to us.
If you didn’t receive the Return & Exchange form or if your items, email us at customers@charleskeith.co.th with the subject title: Return Request - Your Order Number. Our customer service team will assist you with the return process.
We recommend you opt for a shipment method that enables tracking and reliable. CHARLES & KEITH will not be responsible for the loss of a returned parcel.
2. In-Store Returns
Return service is available at all stores, except Paragon.
For Member Checkout, please submit the return request online before bringing your item and receipt to the store.
For Guest Checkout, please use the physical return form provided with your order before bringing your item, receipt, and return form to the store.
We could offer the exchange service in case of a defective and wrong item received, subject to the stock availability at the stores. The exchange must be for the same item (defective case) and the correct item (wrong item received case). Exchange for other styles with the same or different prices is now allowed. Stock transferring service from other stores is not available. If the stock you requested for exchange is not available, we will provide you with a refund.
3. Via our Drop off service
Submit the return request online via your account under My Purchase & Returns, selects the order you wish to return, complete the return form to generate the QR Code in your return details page before heading to the designated Drop off locations.
This service is applicable to Member Checkout orders only. The ฿50 fee will be deducted from your refund amount.
ONLINE RETURN & EXCHANGE FORM via your account | |||
|---|---|---|---|
| For member checkout orders only | |||
 Step 1
Log in to your CHARLESKEITH.CO.TH account and view your order under My Purchases & Returns., select ‘Submit a Return Request’ to fill in return details, select your preferred return channel (to our returns department, in-store returns, or drop off), and generate a return request number. Once the request is submitted, you could select ‘Check Return Status’ to view your return number.
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 Step 2
You will be notified via email with subject: Your Return / Exchange Request Has Been Received.
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 Step 3
Pack the item(s) into the same box or other proper-sized box, and mail the item(s) to our warehouse via your preferred shipping method with tracking, return your return item at our selected stores, or via our Drop Off service at the designated Drop off locations.
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 Step 4
You will be notified via email with further instructions
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ONLINE RETURN & EXCHANGE FORM via your account |
|---|
| For member checkout orders only |
|
Step 1
Log in to your CHARLESKEITH.CO.TH account and view your order under My Purchases & Returns., select ‘Submit a Return Request’ to fill in return details, select your preferred return channel (to our returns department, in-store returns, or drop off), and generate a return request number. Once the request is submitted, you could select ‘Check Return Status’ to view your return number.
|
|
Step 2
You will be notified via email with subject: Your Return / Exchange Request Has Been Received.
|
|
Step 3
Pack the item(s) into the same box or other propre-sized box, and paste the return address label onto the parcel. Mail the item(s) to our HQ via your preferred shipping method with tracking, return your return item at any of our 11 selected stores, or via our Drop Off service at the designated Drop off locations.
|
|
Step 4
You will be notified via email with further instructions
|
How do I use the in-store returns service?
Return service is available at all stores, except Paragon.
For Member Checkout, please submit the return request online before bringing your item and receipt to the store.
For Guest Checkout, please use the physical return form provided with your order before bringing your item, receipt, and return form to the store.
We could offer the exchange service in case of a defective and wrong item received, subject to the stock availability at the stores. The exchange must be for the same item (defective case) and the correct item (wrong item received case). Exchange to other styles with the same or different prices is now allowed. Stock transferring service from other stores is not available. If the store does not have the item for exchange, we will accept the item as return, and provide you with a refund.
If your item meets our return policy, we will issue a refund via your original payment method within 21 days.
How do I use the Drop off service for my return?
This service is applicable to Member Checkout orders only. The ฿50 fee will be deducted from your refund amount.
Submit the return request online via your account under My Purchase & Returns, selects the order you wish to return, complete the return form to generate the QR Code in your return details page before heading to the designated Drop off locations.
Use the QR Code provided in the return details page to scan at the kiosk. Paste the return label printed from the kiosk on the parcel and hand your return item(s) to the staff. The Drop off confirmation email will be sent to you once your item(s) is recorded in the courier system.
Keep your return slip until the return process is completed.
How do I check on my return status?
To check on your return status, sign in to your account, head to My Account and select My Purchases & Returns. Your return status is reflected next to your Returns Request number.
| IN PROGRESS | Your returns request has been received |
| REJECTED | Your returns request has been denied |
| COMPLETED | Your returns request has been resolved |
When will I receive my refund?
Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to 14 days.
After the return has been approved, it takes up to 14 days for the refund to be made to your payment services provider. Once we have processed your refund, you will receive a confirmation email from us.
* Please note that your refund will take up to 30 days if you have made your purchase during our online sales period.
Please allow up to 14 days for your account to be credited. If you do not receive your refund after 14 days, please contact your payment processor directly for further information.
Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping charges from your initial order will only be refunded if the return is due to a defective or wrong item. The refund will be issued by CHARLESKEITH.CO.TH to your original payment method.
Terms & Conditions
- CHARLES & KEITH reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.
- All risks in shipping the item(s) to CHARLES & KEITH shall be borne by you. CHARLES & KEITH shall not be responsible for any loss or damage to the item(s) which is being returned to us.
- You shall be refunded by your original payment method only.
- Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
- CHARLES & KEITH shall not be responsible for damage to any item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.
- Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by CHARLES & KEITH, or if the item(s) has been modified in a manner not authorised by CHARLES & KEITH
- CHARLES & KEITH makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.
- All Returns are at all times governed by Thailand law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Thailand courts.
- CHARLES & KEITH's decisions on Returns are final.