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.
Bad shipping service
I bought product 2 weeks ago. But i havent received it. Service is terrible
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and understand how frustrating this must be. Due to high order volumes during this period, deliveries and response times are taking longer than usual. We sincerely appreciate your patience and understanding.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Took too long to arrive
Took too long to arrive . Not even a single tracking details sent to me. No updates . I have ordered it last November and until now it still hasn’t arrived. They promised a 3-5 business days delivery. Surely this is not the case.
14 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and understand how frustrating this must be. Due to high order volumes during this period, deliveries are taking longer than usual. We sincerely appreciate your patience and understanding.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Unfortunately I still haven’t received…
Unfortunately I still haven’t received my order yet, ordered on the 27th November.
Had an email saying how was order. Have emailed the company but had no response. I’m hoping it will arrive before Xmas.
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 and response times 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
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and understand how frustrating this must be. Due to high order volumes during this period, deliveries are taking longer than usual. We sincerely appreciate your patience and understanding.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Ordered on the 30/11
Ordered on the 30/11, last heard of a week later at Hong Kong airport...no update or EST delivery date since. You would think a month would be longer enough to receive for Xmas. Apparently not.
30 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
Haven’t even recived my order yet and…
Haven’t even recived my order yet and it’s been 2 weeks
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and understand how frustrating this must be. Due to high order volumes during this period, deliveries are taking longer than usual. We sincerely appreciate your patience and understanding.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
I haven’t been informed as to the…
I haven’t been informed as to the location of my order and you have asked me about the order that hadn’t even arrived as yet.
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and completely understand how frustrating this must be, especially being asked for a rating before receiving your order. Due to high order volumes during this period, deliveries are taking longer than usual, and we truly appreciate your patience and understanding.
If you need any further assistance, please don’t hesitate to reach out to us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
The bag was wonderful but the whole…
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 through out the whole process. Will not recommend buying online
13 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and understand how frustrating this must be. Due to high order volumes during this period, deliveries are taking longer than usual. We sincerely appreciate your patience and understanding.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Shipping from china so delivery long
Today is the 13th of December and I still I have not received my parcel from Charles Keith. I bought the hand bag on the 30th of nov. Why is my hand bag taking so long to deliver
30 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
Hard to contact and track my orders
30 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 and response times 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
Won’t be buying from here again
I had never ordered from the website before and I won’t be doing it again! I have still yet to receive my order & it has now been 10 working days since I placed my order - far exceeding the 2 - 5 days it states it will take!! The tracking given also provides very little information, I’m starting to wonder if my parcel will ever arrive 🙄🙄
30 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
Ordered an item on 30 November
Ordered an item on 30 November, still not arrived, website claimed delivery within 5-9 working days. Tracking information is limited too. Would hesitate to purchase online from the again, emailed customer services and their response was poor to say the least. I expected better especially when buying a premium product.
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the delay with your order and completely understand how frustrating this must be, especially as you are travelling soon. Due to high order volumes during this period, deliveries have been taking longer than usual, and we sincerely apologize for the inconvenience caused.
Please note that we have an ongoing email thread regarding your order, so you can reply there directly. Our team is actively following up with the courier and will update you via email as soon as we have more information.
We truly appreciate your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Bad experience
I placed an order on 30th November. Initially, I was not aware that the order would be shipped from Hong Kong to London. I was advised that delivery would take 5–9 working days; however, it is now the 10th working day, and the parcel has only just arrived in London. I have no information on how much longer it will take to be delivered to me.
This situation is extremely frustrating, as I am travelling tomorrow and had planned to take the bag with me. Unfortunately, there will be no one at home to receive the parcel while I am away.
I contacted customer service a few days ago and was informed that they would reach out to the delivery company to expedite the shipment, but there has been no progress or update since then
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about the delay with your order and completely understand how frustrating this must be, especially as you are travelling soon. Due to high order volumes during this period, deliveries have been taking longer than usual, and we sincerely apologize for the inconvenience caused.
Please note that we have an ongoing email thread regarding your order, so you can reply there directly. Our team is actively following up with the courier and will update you via email as soon as we have more information.
We truly appreciate your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
My experience
I love their bags and the quality is amazing however the delivery takes a very longgggg time!!
30 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
I ordered this as a birthday gift for…
I ordered this as a birthday gift for my friend, but unfortunately the package has not arrived yet. There were no shipping updates provided, which made it difficult to track the order. This was disappointing, especially as it was meant for a special occasion. I hope the delivery process can be improved in the future.
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear that your order hasn’t arrived and completely understand how disappointing this must be, especially for a special occasion. Due to high order volumes during this period, deliveries have been taking longer than usual, and we sincerely apologize for the inconvenience caused.
Please rest assured that our team is actively monitoring all orders, and we appreciate your patience and understanding as we work to improve our delivery process.
Best Regards,
CHARLES & KEITH Customer Service Team
They delay orders alot.
I have ordered a bag but it’s been delayed. There’s no update about it as well.
30 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
Pathetic delivery experience
2 weeks later, still haven't received my order, and being asked about giving a rating on my experience
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and completely understand how frustrating this must be, especially being asked for a rating before receiving your order. Due to high order volumes during this period, deliveries are taking longer than usual, and we truly appreciate your patience and understanding.
Should you require any further assistance, please do not hesitate to contact us at customers@charleskeith.com
Best Regards,
CHARLES & KEITH Customer Service Team
Amazing quality and value for money
The quality of C&K bags are amazing. And they have very unique designs too. I have bought several bags from here both online and in stores and never been disappointed.
30 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
I didn’t get my package yet I want a refund
I didn’t get my package yet I want a refund and don’t know how to do it. Your Customer service told me to wait until the package arrives in England and in the meantime it says it's stuck in Hong Kong. Please help me with the process of returning the package and requesting a refund.
29 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and completely understand your frustration. Due to the high volume of orders during this period, response times have been longer than usual. We’ve noted that you’ve also reached out via email, and our team will follow up with you there.
Best Regards,
CHARLES & KEITH Customer Service Team
Order never arrived
Order was never delivered to my address, contacted customer service and I'm still waiting for a reply and a refund.
30 November 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and completely understand your frustration. Due to the high volume of orders during this period, response times have been longer than usual. We’ve noted that you’ve also reached out via email, and our team will follow up with you there.
Best Regards,
CHARLES & KEITH Customer Service Team
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