TOP 5 FREQUENTLY ASKED QUESTIONS

How will the recent website upgrade impact me as a customer?

Since 28 July 2021, 8am (GMT +7), www.charleskeith.co.id has migrated to a new platform. To ensure you enjoy a smoother shopping experience, please take the following actions immediately:

Reset your online account password: Sign in to your account and you will be prompted to reset your password. If you need help resetting your password, please contact our Customer Service team at https://www.charleskeith.co.id/id-en/contactus
Update particulars: You may wish to update your account details after successful login for the following:

First Name and Last Name [in Bahasa or English characters only, no numbers or special characters eg 1234567890 ( ) , * / - @ !]
Birth date
Mobile phone number (Indonesia number only)
Billing and Shipping Address (take note of the postal code)

If you have placed your orders before 28 July 2021, 8am (GMT +7), your purchase history will no longer be visible under your ‘My Account’ page, but rest assure your orders will be processed. If you need any assistance with updating your particulars, please contact our Customer Service team at https://charleskeith.co.id/id-en/contactus

Thank you for your support and we hope you enjoy our new services.

How do I track my order?

To check on your order status, sign in to your account and refer to My Purchases and Returns under My Account. Your order status is reflected next to your order number. Please note that you will not be able to view your order status if you opt for guest checkout.

In your shipment confirmation email you will receive a tracking number. Use this number in the online tracking system of the designated courier company to keep track of your shipment. This is also applicable for those who have opted for guest checkout.

Please contact us at customers@charleskeith.co.id or on live chat for further assistance.

STATUS	DESCRIPTION
Pending Payment	Your order is received and pending payment to be made by you.
In Progress	Your order is currently being processed.
Shipped	Your order has been sent to the designated courier company. You will receive a notification email with a tracking number.
Cancelled	Your order has been cancelled.
Complete	Your order has been successfully received.

Can I amend or cancel my order?

You will not be able to amend the size/colour of the item(s); remove or add item(s); or change the payment mode, billing or delivery address.

Once your order has been placed successfully, you will not be able to cancel it.

Please contact us at customers@charleskeith.co.id for further assistance

How do I make an online return?

Our return policy is within 30 days of receiving your order.

You have three return options:

1. Using an Online Return Form (for members only)

2. Returning it in-store.

3. Whatsapp to customer service team

For further details, please refer to our Return & Exchange Policy.

The item I want is out of stock, what can I do?

Unless the item is an Online Exclusive, we can check its availability in our physical stores. Please contact us at customers@charleskeith.co.id for further assistance

How do I make an exchange?

Exchange items can be made to a different sizes, styles and colors depending on the stock availability. Alternatively, customer can check the stock availability via email customers@charleskeith.co.id or WhatsApp +62 21 72780180. With subject title: Exchange Request - Your Order Number, to proceed your return or exchange.

Exchanged item must be informed first to CHARLES & KEITH Indonesia through email or WhatsApp, within 30 (thirty) days when the item are received by consumers.

Item that will be exchanged or delivered must be in new condition with the original packaging / box and payment receipt from CHARLES & KEITH Indonesia, as well as a non-discounted item.

Customer Care CHARLES & KEITH Indonesia will inform the consumers through WhatsApp or email if the returned item has been received. Exchanged item will be processed after the returned item is received.

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 CHARLES & KEITH Indonesia.

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TOP 5 FREQUENTLY ASKED QUESTIONS

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