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
Company replied
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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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Its such a shame i ordered my bag 8…
Its such a shame i ordered my bag 8 December now 21 December i was expecting my bag with in 3 to 5 working days i never ever had like this kind of experience with any shop before i am really regretting why i ordered from here
8 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and completely understand your frustration. Your order is currently with the local courier.
Please note that due to the high volume of orders during this period, deliveries and response times are taking longer than usual. We truly appreciate your patience and understanding, and we are working hard to ensure all orders reach our customers as quickly as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
I would NEVER order from this company…
I would never order from this company ever again. Ordered my wife a bag to be delivered in the uk on 10th December because it said 3 day delivery and today is the 19th December and I am still waiting for this delivery. Customer service is awful, might as well just speak to a brick wall. I got a response on my second contact and first email just got ignored, didn’t even apologise instead gave me a Royal Mail tracking code that doesn’t even work and said that the item should arrive next week. I placed the order due to it saying 3 day delivery as we are due to leave the UK end of next week. If I’d known it is coming from Hong Kong then I would have not even ordered it from them instead go to John Lewis for it. To be honest I am very surprised JL even stocks goods from a company that can’t even keep a promise. Avoid this brand!!
19 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and completely understand your frustration. Your order is currently with the local courier.
Please note that due to the high volume of orders during this period, deliveries and response times are taking longer than usual. We truly appreciate your patience and understanding, and we are working hard to ensure all orders reach our customers as quickly as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
Bag still not received
Bag still not received
Ordered 12 days ago, expected delivery 3-5.
Tried to contact them, not respond.
Disappointing and wouldn’t order again.
Requesting a claim back through my credit card company
19 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. Due to the high volume of orders during this period, deliveries have been taking longer than usual, which may have affected your order. Please rest assured that we are working to get all orders to our customers as quickly as possible.
If you need further assistance, please feel free to contact us at customers@charleskeith.com.
We truly appreciate your patience and understanding and apologize again for the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
These shoes are beautiful
These shoes are beautiful. Very stylish, true to size. I will be back. Thank you.
29 November 2025
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
Stylish and well-made wallet, but Shipping Took Longer Than Expected
I thought Charles & Keith had either physical stores or a workshop in the UK, so I decided to bought a black small wallet.
Unexpectedly, the shipment originated from Hong Kong.
The wallet was shipped by air to the UK. It took about 18 days from dispatch to reach me.
The actual wallet matched the product photos and description on the website. The quality was good, but the zipper of the coin compartment was a bit loose, it is acceptable.
26 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your feedback. We appreciate your support and are glad to hear that you found the wallet stylish and well made, and that it met your expectations in terms of design and quality.
We’re sorry that the delivery took longer than expected and understand how this may have been disappointing. Our orders may be fulfilled from different locations, which can sometimes impact transit times depending on the destination. We also appreciate your understanding regarding the zipper and are glad to know it remains acceptable for you.
Your feedback has been shared with our team as we continue working to improve both our products and delivery experience.
Thank you again for choosing CHARLES & KEITH.
Best Regards,
CHARLES & KEITH Customer Service Team
Worst experience ever with a brand
Worst experience i ever had with any brand.
I was gonna gift it to someone. They told me 5-9 days for delivery.
Instead delivery came after 18 days.
And the customer service team. They don’t even bother to reply.
17 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand your frustration, especially as the order was intended as a gift. According to our records, your order was successfully delivered on the 16th.
We apologize if our replies have been slower than expected, our team has been managing a high volume of enquiries recently. If you need any further assistance, please don’t hesitate to reach out to us at customers@charleskeith.com.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
I have ordered a bag and a wallet.the…
I have ordered a bag and a wallet.the bag has arrived and the wallet was missing. I contacted support and thry told me it will be shipped separately bit more than 10 days have passed and the wallet is not delivered. They have not replied to my email either
2 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand your frustration. Your order is still on the way, and we sincerely apologize for the inconvenience caused.
Due to a higher volume of enquiries during this period, our responses may be slower than usual. Our team will follow up with you via email to assist you further.
Thank you for your patience and understanding.
Best regards,
CHARLES & KEITH Customer Service Team
long shipping
took 2 weeks to ship which is soooooo long like many companies ship way faster for free.
AND
couldn't order the item as a gift (which it was) and didn't have the option to wrap it or even to add a card or a letter to the goft recipient. overall very diasppointing service.
1 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand your frustration. We appreciate your feedback regarding the shipping timeline and gift options, and we’re sorry that these aspects did not meet your expectations.
Your comments are valuable, and we’ll certainly share them with our team as we continuously work to improve our services and provide a better shopping experience for our customers.
Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Best Regards,
CHARLES & KEITH Customer Service Team
Late delivery
I still have not received my order that was placed on 2nd of December. It is already the 16th! I really wanted it for an event, the event has already gone past now. It is interesting how I’ve been asked for a feedback when the product has not even arrived in my hands yet!
2 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and for the feedback request being sent before your order arrived, it was not our intention to cause any frustration.
Our team has been handling a high volume of enquiries during this period, but we’ve responded to your email and will continue to follow up to assist you as quickly as possible.
Thank you for bringing this to our attention, and we appreciate your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
The delivery too slow.
29 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. Due to the high volume of orders during this period, deliveries have been taking longer than usual, which may have affected your order. Please rest assured that we are working to get all orders to our customers as quickly as possible.
If you need further assistance, please feel free to contact us at customers@charleskeith.com.
We truly appreciate your patience and understanding and apologize again for the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Love my shoes
Delivery took longer than I expected but I am so pleased with my shoes. Just what I wanted.
28 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback! We’re glad to hear you’re pleased with your shoes and that they’re just what you wanted. We appreciate your patience with the delivery and hope you enjoy wearing them.
Best Regards,
CHARLES & KEITH Customer Service Team
Don’t waste your time
I placed an order for a bag worth £64 on 04/12/2025 and still haven’t received the item and the tracking doesn’t tell you much and the website doesn’t tell you anywhere that the shipment is from Hong Kong. I reached out to the customer service to try to cancel the order and get my money back to which was refused. I’m now having to dispute the transaction with the bank as it’s been longer than the time that they stated on their website and it is just becoming ridiculous. Clearlythe other negative reviews on this page speaks volumes on this company.
16 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the frustration this delay has caused. We will be following up with you via email. Your order is still on the way, and we sincerely apologize for the inconvenience.
Thank you for your patience and understanding as we work to ensure it reaches you as soon as possible.
Best Regards,
CHARLES & KEITH Customer Service Team
So far so bad yet to receive my order…
So far so bad yet to receive my order when it says 3 to 9 days it’s nearly 4 weeks and no update
29 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand your frustration. Your order is still on the way, and we sincerely apologize for the inconvenience caused.
If you’d like, you can reach us at customers@charleskeith.com
with your order details, and our team will be happy to check the status and assist you further.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
My parcel is been take long 15 days…
My parcel is been take long 15 days already but still not received ..
2 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand your frustration. Your order is still on the way, and we sincerely apologize for the inconvenience caused.
If you’d like, you can reach us at customers@charleskeith.com
with your order details, and our team will be happy to check the status and assist you further.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Delivery has taken forever with no…
Delivery has taken forever with no updates on where the package is. Still not received 2 weeks later.
1 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand how frustrating this must have been, especially since you had to purchase an alternative pair. According to our records, your order was delivered on the 16th. We sincerely apologize for any inconvenience caused.
If you need any further assistance or guidance regarding your order, please reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
I ordered a bag on 23rd November and…
I ordered a bag on 23rd November and whilst tracking found out it had arrived in London on 8th December but the Post Office has shipped it back to Hong Kong as there was no door number on it. When asking for the address it makes you choose the door number and street, so you cannot get it wrong. I have contacted the company again via their support line and am waiting to hear from them as the contact telephone number does not work. My daughter will not get her Christmas present in time now.
15 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the inconvenience and completely understand how disappointing this must be. We’ve reached out via email to explain the situation and will continue to follow up there.
We truly appreciate your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Ive had a terrible experience with…
Ive had a terrible experience with Charles and Keith. I ordered a bag which i really really wanted, i couldnt wait for it to arrive to me. I looked regularly on my order's status and ive realised that it had been staying in the same place for nearly a month. Something must be wrong, i assumed. And after a month, i looked and i saw that the shipment has been "returned to sender". I had to double email the company for them to bother to respond me and they kindly announced me that, indeed, my order has been returned. I was furious. Im waiting for my money to be returned. I seriously thought this was a kigh quality brand, that nobody had a bad experience with this brand. Im deeply disappointed.
14 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how disappointing and upsetting this must have been, especially after waiting so long for an item you were excited about. This is certainly not the experience we want our customers to have, and we sincerely apologize for the frustration caused.
We can confirm that your order was returned to us, and your refund has already being processed. We’re also following up with you via email to provide further updates.
Thank you for bringing this to our attention, and we appreciate your patience and understanding during this time.
Best Regards,
CHARLES & KEITH Customer Service Team
They cancelled my order after three…
They cancelled my order after three weeks of ordering. It was a gift for someone and they ruined it.
2 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about this and completely understand how upsetting it must have been, especially as the order was meant to be a gift. We sincerely regret the disappointment and inconvenience caused by the cancellation after such a long wait.
If you haven’t already, please reach out to us at customers@charleskeith.com
with your order details, and our team will review your case and see how we can best assist you. Thank you for bringing this to our attention.
Best Regards,
CHARLES & KEITH Customer Service Team
Not received the item that was…
Not received the item that was purchased 13 days ago.
2 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand your frustration. Your order is still on the way, and we sincerely apologize for the inconvenience caused.
If you’d like, you can reach us at customers@charleskeith.com
with your order details, and our team will be happy to check the status and assist you further.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Nearly 10 Working Days – Order Still Not Received
I placed my order on 2 December, and as of 15 December, I still have not received it.
Update- received item on 20th December
2 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand your frustration. Your order is still on the way, and we sincerely apologize for the inconvenience caused.
If you’d like, you can reach us at customers@charleskeith.com
with your order details, and our team will be happy to check the status and assist you further.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
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