I purchased the shoes for an event, website stated 5 to 9 days delivery time however the shoes did not arrive for 13 days. I was undecided about returning them, style was lovely but the fastening hole... See more
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Review summary
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The bag was wonderful but the whole experience was made so much regrettable because of the delivery process. I ordered my bag on November 22 and only received it on December 13. No updates wat so ever... See more
Company replied
Item was delivered on the expected date. Material was as shown in the website and good quality.
Company replied
I love their bags and the quality is amazing however the delivery takes a very longgggg time!!
Company replied
Company details
- #44 of 45 best companies in Handbags Shop
Written by the company
Discover the latest trends in women's shoes, handbags & accessories at Charles & Keith online.
Contact info
United Kingdom
- charleskeith.co.uk
3.2
Average
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
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Poor quality and poor service
I purchased the Ivette bag for my fiancée for Christmas and, like other reviews, we're not happy with the quality at all. She doesn't use it as a daily bag and she stores it in the dust bag it comes with but the faux leather has cracked and peeled off within 2 months. I then contacted customer service and sent photos and the response was that it comes under general wear and tear and they wouldn't help me. I asked for the issue to be escalated and I received no further communication for a month. I then emailed again to chase this up and they tried to tell me because it's not used daily that's the reason it's damaged, which is the most nonsensical thing I've ever heard in my life. Won't be shopping here again and I would advise everyone else to avoid like the plague.
18 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience and understand your frustration. While signs of wear can sometimes appear even with careful use, we appreciate your support and feedback. We’ll continue to work on providing quality pieces and experiences for all our customers.
Best Regards,
CHARLES & KEITH Customer Service Team
Extremely Delayed Shipping – Still Waiting!
Very disappointed with my experience ordering from Charles & Keith. The shipping is extremely delayed—it’s been almost a month and I still haven’t received my item. There has been little to no update on the tracking, which makes it even more frustrating.
I expected delivery within the stated timeframe, but clearly that’s not reliable. Many other customers seem to be experiencing the same issue, especially with international orders taking weeks longer than expected or getting stuck in transit.
Overall, the long wait time and lack of clear communication make this a very frustrating shopping experience. I wouldn’t recommend ordering if you need your items quickly.
17 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about the delay and understand your frustration. According to our records, your order has already been delivered. If you’re still unable to locate your item, please reach out to us at customers@charleskeith.com
with your order number, and we’ll be happy to assist further.
Best Regards,
CHARLES & KEITH Customer Service Team
HORRENDOUS CUSTOMER SERVICE AND DELIVERY
I ordered the bag a month in advance as a gift for Eid. The website says it would take 2-5 working day to b shipped, however it has been over a month and the bag has still not been delivered. I have emailed many times and messaged many times via WhatsApp but the replies are all the same giving me no actual update. I've tried to access live chats however they have absolutely terrible customer service and no one even replies. The last update given was of it boarding the flight on the 28 of February, it is now 12 of march and still no update has been given. I have also requested for a refund, however they said that the order has to b delivered in order to provide a refund. I am very close to believing I have been scammed. I am absolutely appalled from this customer service and will not be ordering form here again.
12 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the frustration and understand how upsetting this delay must be, especially with your order intended as a gift. We want to assure you that your bag is currently on its way, and we’re closely monitoring its progress.
We appreciate your patience and understanding, and our team will continue to follow up to ensure your order reaches you as soon as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
I’ve been shopping at Charles and Keith…
I’ve been shopping at Charles and Keith for some time, mostly bags. In January I bought a pair of sandals for my upcoming holiday.
On my holiday I took the sandals with me and well… first time wearing them I got few blisters , which I expected as they were new. On maybe the 3rd day the leather label on the insole unglued. Now they are unwearable. I sent pictures to Charles and Keith and they said that’s normal wear and tear and their shoes are not made for beach. Maybe skip them if you want to wear their stuff outside of pavement.
5 March 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the disappointing experience with your sandals during your holiday. We understand that while you expected a few initial blisters, having the leather label on the insole unglue by the 3rd day is unacceptable, making them unwearable.
We are especially sorry for the response you received after sending pictures, and we regret that our previous assessment of "normal wear and tear" did not meet your expectations. We understand your frustration regarding our advice on beach use and your feeling that our products may be limited to pavement wear. We take your feedback seriously as we strive to ensure our footwear is both stylish and durable for various environments.
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
Have a wonderful day ahead!
Warmest regards,
CHARLES & KEITH TEAM
Still waiting for my return
Took ages to arrive, I changed my mind about the shoes and returned the parcel, I have been waiting three months for my return, I have provided them with proof of purchase, which they confirmed they had received, however are now saying it’s the wrong proof of returns and I am still waiting for my refund, which they won’t progress. Their returns tracking portal also doesn’t work.
27 December 2025
Unprompted review
Reply from CHARLES & KEITH
Thank you for your review and feedback.
We sincerely apologize for the distressing experience regarding your return. We understand that after a long delivery wait, you have been waiting three months for your return to be processed. We deeply regret the conflicting information you received regarding your proof of purchase and proof of returns, and that your refund is not being progressed despite your cooperation.
Furthermore, we apologize that our returns tracking portal is not working, which has clearly added to your frustration. This level of service is not what we aim to provide, and we understand your disappointment with the lack of progress on your refund.
To allow us to urgently investigate the status of your return and resolve the discrepancy regarding your documentation, please reach out to us with your order number.
Do reach out to us at customers@charleskeith.com for assistance if you require more help.
The bag is very stylish but doesnt last
The bag is very stylish and beautiful. I actually thought i was getting something very good quality but it isnt. The plastic has pealed off in the corner, after using it once. I have sent images to them and still no return. I was like a refund and someone to reply to me!
20 February 2026
Unprompted review
Reply from CHARLES & KEITH
We are pleased to hear that you find the bag very stylish and beautiful, but we sincerely apologize that the quality did not meet your expectations. We are sorry to hear that the plastic has peeled off in the corner after using it only once, especially since you were expecting a high-quality product.
We also deeply regret that you have sent images to us and still have not received a response or a resolution regarding your return. We understand your frustration at the lack of communication and your request for a refund and a timely reply. We strive to provide better support and are concerned that your case has not been addressed yet.
To allow us to urgently prioritize your refund request and investigate why your previous emails were not answered, please reach out to us with your order number.
Do not buy! Poor quality bag and terrible customer service!
Do not buy, poor quality product and terrible customer service!
My mum bought the Ivette Woven Shoulder Bag as a Christmas gift for me in the Black Friday sale. When I came to use the bag a couple of days after Christmas I noticed that some of the PU had come away. I emailed a photo and asked for a replacement for the faulty bag. I was told they would not replace it as it was over 30 days, despite it being a Christmas gift I had only just recieved. I asked to raise a formal complaint and then they agreed to a refund. However, I had to provide picures of a cut in the bag and it in the bin before they would send a refund. I sent these photos 3 weeks ago and have had no response from the company! Appauling customer service! I now have no bag and no money.
I originally offered to return the bag assuming they could repair or recycle it, cutting it up and throwing it away seems very wasteful.
29 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for your review and feedback.
We sincerely apologize for the distressing experience you have had with your Ivette Woven Shoulder Bag and our customer service. We understand that this was a Christmas gift purchased during the Black Friday sale, and it is disappointing to hear that the PU material had come away after only a couple of days of use.
We deeply regret the initial refusal to replace the faulty bag due to our 30-day policy, especially given the circumstances of it being a holiday gift. Furthermore, we apologize for the frustration caused by our requirement for you to provide pictures of the bag cut up and in the bin before a refund could be processed. We acknowledge your concern that this practice feels wasteful, particularly as you had offered to return it for repair or recycling.
It is truly concerning that you sent these photos 3 weeks ago and have had no response, leaving you with no bag and no money. We agree that this level of service is unacceptable and falls short of the transparency and support we aim to provide.
I had a very disappointing experience…
I had a very disappointing experience with Charles & Keith.
The staff behavior was unprofessional and lacked basic customer service skills. They were unable to properly handle my concern or provide a satisfactory solution. Additionally, I was disappointed with the quality of the bag, which did not meet my expectations.
When I requested an exchange, it was initially refused. I was then advised to obtain email confirmation from customer care. After receiving the approval email from customer care, the store staff still declined the exchange request. Ms. Mansi stated that they could not break the policy, even though she had previously asked me to obtain confirmation via email.
This inconsistency and lack of coordination caused unnecessary inconvenience. Overall, it was a very frustrating and unpleasant experience.
18 February 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand how frustrating this must have been.
We strive to provide consistent and professional service across all our stores, and we sincerely apologize for the inconvenience caused by the miscommunication. Your feedback is important and will be shared with our team to help improve our processes and staff training.
We appreciate you bringing this to our attention and thank you for your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
I’m a loyal customer of many years and…
I’m a loyal customer of many years and have purchased bags, shoes and sunglasses not just for me but for my daughter and grand daughters and have always been happy.
I purchased a pair of shoes online on the 9th October 2025 and after wearing them 3 times (probably around 15 hours in total) they are already falling apart.
On the 12th Feb I sent a email and photos through to customer care and they are saying it’s wear and tear which is absolute rubbish, they are faulty.
Many emails have gone back and forth with no resolution only offering free postage on another pair if I so wished to pay.
This has happened to one shoe only, the other one is perfect. If it was wear and tear they both would be the same.
I am very careful with everything I have and pride myself in that.
I’m so disappointed as the customer care here is zero.
A good and loyal customer gone now over a pair of $89 shoes (with $12 for shipping) They would have cost Charles and Keith a fraction of that…
Not good enough….
12 February 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand your frustration.
Based on our review, the issue appears to be wear and tear, which can happen with use over time. We truly appreciate your loyalty as a customer and your feedback is important to us as we continue to improve our products and services.
Thank you for sharing your thoughts with us.
Best Regards,
CHARLES & KEITH Customer Service Team
Hi I have been trying to get of…
Hi I have been trying to get of customer service. I purchased this bag 30 days ago. And already i am facing quality issues. Here are some images please can you get in touch with me thank you.
11 February 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the issues with your bag, that’s certainly not the experience we want for you.
Please email us at customers@charleskeith.com with your order number, the email address used for your purchase, and the images of the item. Our team will review your case and get back to you as soon as possible.
Thank you for bringing this to our attention, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear that the item did not meet your expectations, and we appreciate you taking the time to share your feedback.
If you would like further assistance regarding your order, please feel free to contact us at customers@charleskeith.com with your order details, and our team will be glad to assist you.
Thank you again for your feedback.
Best regards,
CHARLES & KEITH Customer Service Team
I'm a Charles and Keith shoe addict!
I have more shoes by Charles and Keith in my wardrobe than any other manufacturer. They are my go to when I need new shoes or just want new shoes! I have never had a problem with delivery and I have never been disappointed with the shoes. I love them all. I'm a Charles and Keith shoe addict!
14 January 2026
Unprompted review
Reply from CHARLES & KEITH
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 customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Bag took ages to arrive but it was…
Bag took ages to arrive but it was worth the wait.great quality,I would recommend.
5 June 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your feedback with us.
We truly appreciate your patience and are so glad to hear that the bag was worth the wait and that you’re happy with its quality. Your kind recommendation means a lot to us.
Thank you for your support and we look forward to welcoming you back again soon. To stay updated on our latest arrivals and promotions, feel free to subscribe to our newsletter via our official website.
If you need any assistance, please don’t hesitate to reach out to us at customers@charleskeith.com.
Best regards,
CHARLES & KEITH Customer Service Team
I’ve dealt with shocking service and…
I’ve dealt with shocking service and extremely disappointing customer support.I had an item missing from my order and contacted Charles & Keith over two weeks ago. Since then, I have sent multiple follow-up emails, yet I have been ignored continuously which has been incredibly frustrating. I expected far better from a brand like Charles & Keith, especially when it comes to handling missing items and basic customer care. Instead of receiving help or reassurance, I’ve had no proper response or resolution.This is not the level of service customers should have to deal with. I am highly disappointed and would seriously reconsider ordering again unless customer service improves and issues are handled promptly and professionally.
16 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’ve located your case and sincerely apologize for the delay and inconvenience you’ve experienced.
Our team is reviewing the details and will be following up with you directly via email as soon as possible. Thank you for your patience, and we truly appreciate you bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
Very disappointed
I bought a bag I really wanted from their website. A black "leather" bag with some gold details. I used it a few times (no more than 4), I didn't put much in it because I noticed it was very delicate, I stored it in its dust bag to avoid scratches and more. After the last use, I saw the leather started coming off from the bag's corner. I contacted their customer service, and it seems like they only accept items that are faulty upon arrival. For them, it's normal for a bag start coming apart after 4 times you use it. I wasn't expecting a full refund but at least an exchange or another type of support. So sad, I thought I had bought from a serious brand. Well, better knowing this now than after buying another bag I wanted.
29 January 2026
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about your experience and understand how disappointing this must be.
Our returns and exchanges policy applies to items that are received with faults, as noted at the time of delivery. We truly value feedback like yours, as it helps us review our products and services.
If you’d like further assistance, please reach out to us via the same email thread, and our team will be happy to review your case.
Thank you for sharing your thoughts with us.
Best Regards,
CHARLES & KEITH Customer Service Team
Very poor customer service!
My parcel gone missing and the fact that Royal Mail accepted to re-route as pick up to the nearest Post office but still delivered in my address. You did not do something about it from Jan 8 until now. Asking me to provide CCTV or Police report which I don’t have as I told few times in the email. So if I cannot provide their email saying they will not do any compensation until I provide Police report/CCTV. Very annoying and poor customer service!
8 January 2026
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your review with us. We are aware that one of our colleagues is already assisting you with your concern.
We will provide you with an update shortly via email, and we appreciate your patience.
Best Regards,
CHARLES & KEITH Customer Service Team
My parcel never got delivered.
Company uses Royal Mail for delivery and I had a very bad experience. I ordered my bag on 30th December and waited 10 days for Royal Mail to attempt delivery. But still never received my package. Customer service is also of no help.
30 December 2025
Reply from CHARLES & KEITH
Hi Myesha,
Thank you for your feedback. We’re sorry to hear about your frustration and would like to clarify the situation for transparency.
Your order was dispatched on time and handed over to Royal Mail for delivery. As advised, once delivery delays were identified, our team raised a redelivery request with the courier on your behalf and is currently awaiting their response. This process is handled directly by the courier and requires their confirmation before further action can be taken.
Please note that delivery timelines are dependent on the courier, and while we actively assist by liaising with them, we do not control their delivery attempts. Our customer service team has been in contact and is continuing to follow up to resolve this as quickly as possible.
We appreciate your patience while this is being addressed and will provide an update as soon as we receive confirmation from Royal Mail.
Best,
CHARLES & KEITH Client Communications
Good product, poor service
I purchased the shoes for an event, website stated 5 to 9 days delivery time however the shoes did not arrive for 13 days. I was undecided about returning them, style was lovely but the fastening holes were difficult because they hadn’t been pierced sufficiently.
30 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re really sorry to hear about the delay and that the shoes didn’t arrive in time for your event. We understand how frustrating that must have been. Thank you as well for sharing your feedback on the fastening holes; we’ve noted this and will pass it along to our product team for review. If you’re still considering a return or need assistance, please feel free to drop us a message at customers@charleskeith.com with your order details and we’ll be happy to help.
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
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 customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Reply from CHARLES & KEITH
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 customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
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