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RETURNS & EXCHANGES
How do I make an online 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 30 days of receiving your order
- Please note that returns are only applicable for regular-price items
- Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached
- In the interest of hygiene, we do not accept returns or refunds on earrings 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 market value of the GWP
Kindly email us at customers@charleskeith.id or Whatsapp
+62 811-9107-818 with the subject title: Return Request – Your Order Number
+62 811-9107-818 with the subject title: Return Request – Your Order Number
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.
After the return has been approved, it takes up to 14 working 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 allow up to 14 working days for your account to be credited. If you do not receive your refund after 14 working 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 will be refunded , but handling charges from your initial order will not be refunded.
We seek your understanding with delays to your refund caused by special events (e.g. online sales).
How do I make an exchange?
- Exchanged item can be made if different sizes, styles and colors depending on the stock availability. Consumers can asking the stock availability through email customers@charleskeith.id or WhatsApp +62-811-9107-818. With subject title: Exchange Request - Your Order Number, to proceed your return or exchange
- To be eligible for exchange, do inform customer service via email or Whatsapp. The exchange policy is within 30 days of receiving your order
- Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached, and normal priced items
- Customers will be notified via whatsapp or email once your return parcel reaches us. Further instructions will be provided in the email
- A final inspection will be done to ensure the item(s) is in its original condition before processing your exchange
- Exchanged item can also be done at the nearest CHARLES & KEITH Indonesia store by submitting the receipt for the purchased item.
- The returned cost for the exchanged item is borne by the consumer, while the delivery cost for the returned item is borne by PT. Kurnia Ciptamoda Gemilang
| OPTION 1 | |||
|---|---|---|---|
VIA ONLINE STORE USING AN ONLINE EXCHANGE FORM | |||
 Step 1
Log in to CHARLESKEITH.CO.ID and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
|
 Step 2
You will be contacted via email on your request status.
|
 Step 3
Pack the item(s) into the original packaging and paste the Exchange Address sticker (provided on the Exchange guide) onto your parcel
|
 Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
|
| OPTION 1 |
|---|
VIA ONLINE STORE USING AN ONLINE EXCHANGE FORM |
|
Step 1
Log in to CHARLESKEITH.CO.ID and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
|
|
Step 2
You will be contacted via email on your request status.
|
|
Step 3
Pack the item(s) into the original packaging and paste the Exchange Address sticker (provided on the Exchange guide) onto your parcel.
|
|
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
|
| OPTION 2 | |||
|---|---|---|---|
VIA PHYSICAL STORE | |||
|
Bring your printed invoice or the Return & Exchange form together with the item(s) in its original condition, original packaging, original tags, and tickets to the retail store.
Present your original invoice/receipt together with the item(s) at the retail store.
You will be entitled to an exchange of any item(s).
|
| OPTION 2 |
|---|
VIA PHYSICAL STORE |
|
Bring your printed invoice or the Return & Exchange form together with the item(s) in its original condition, original packaging, original tags, and tickets to the retail store.
Present your original invoice/receipt together with the item(s) at the retail store.
You will be entitled to an exchange of any item(s).
|
| OPTION 3 | |||
|---|---|---|---|
VIA CUSTOMER SERVICE TEAM | |||
 Step 1
Contact Customer Service via Whatsapp +62-811-9107-818. Fill in the Return & Exchange details based on the format provided in your order.
|
 Step 2
You will receive confirmation and further information on your request from the customer service team.
|
Step 3
Pack the item(s) into the original packaging
|
Step 4
Drop off you parcel at your nearest retail store or sent back via courier (shipping costs borne by customer).
|
| OPTION 3 |
|---|
VIA CUSTOMER SERVICE TEAM |
|
Step 1
You will receive confirmation and further information on your request from the customer service team.
|
|
Step 2
Pack the item(s) into the original packaging
|
|
Step 3
Pack the item(s) into the original packaging and paste the Exchange Address sticker (provided on the Exchange guide) onto your parcel.
|
|
Step 4
Drop off you parcel at your nearest retail store or sent back via courier (shipping costs borne by customer).
|
| OPTION 4 | ||||
|---|---|---|---|---|
VIA INDOMARET | ||||
|
Step 1
WhatsApp +62-811-9107-818 to reach out to our Customer Service on the method of return request
|
Step 2
Upon receiving confirmation on the return of item(s) on WhatApp, pack the item(s) into the original packaging and ensure labels are intact
|
Step 3
You may then drop off your parcel at your nearest Indomaret
The cost for return of item(s) will be borne by customer |
Step 4
You will be notified via WhatsApp once the parcel has been received and processed by our team.
|
Step 5
For exchange of item(s), it will be send to your indicated address.
The shipping cost for exchange will be borne by PT Kurnia Ciptamoda Gemilang |
| OPTION 4 |
|---|
VIA INDOMARET |
|
Step 1
|
|
Step 2
Upon receiving confirmation on the return of item(s) on WhatApp, pack the item(s) into the original packaging and ensure labels are intact
|
|
Step 3
You may then drop off your parcel at your nearest Indomaret
The cost for return of item(s) will be borne by customer |
|
Step 4
You will be notified via WhatsApp once the parcel has been received and processed by our team.
|
|
Step 5
For exchange of item(s), it will be send to your indicated address.
The shipping cost for exchange will be borne by PT Kurnia Ciptamoda Gemilang |
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.
- Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
- 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 Indonesia law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Indonesia courts.
- CHARLES & KEITH's decisions on Returns are final.
