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 is beautiful, i would buy again but i have rated this 3 because delivery was 12 days yet on the website it says 2 to 9 days, that was very inconvenient
Company replied
delivery took longer than expected. i needed these heels for my anniversary celebration and they didn't come on time, but they are everything i could ask for so that somewhat cancels out the long deli... See more
Company replied
Overall, I am satisfied with the Charles & Keith brand. I ordered a bag because I liked its design and size. However, as it is a crossbody bag, the strap was too short for comfortable use. I had to... See more
Company replied
Company details
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
3.3
Average
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great boots
I bought a pair of boots for my daughter and she’s delighted with them. They are very comfortable and look very smart. The delivery was very efficient too.
17 December 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
Was expecting the product before…
Was expecting the product before Christmas, but received it a week later, which I wasn't happy about as it was a present for my mother.
The bag itself was beautiful and she loved it.
THANK YOU
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your review.
We’re delighted to hear that you’re happy with your bag! We also appreciate your feedback regarding the delivery time and will take it into consideration.
We look forward to welcoming you back soon. Don’t forget to subscribe to our newsletter on our official website to stay updated on new arrivals and promotions.
If you need any further assistance, please feel free to reach out to us at customers@charleskeith.com
Best regards,
CHARLES & KEITH Customer Service Team
Quick postage
Quick postage, gorge looking shoes but knocked a star off because they’re so uncomfortable and difficult to walk in
16 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for sharing your feedback. We’re glad you loved the design and that your order arrived quickly!
We’re sorry to hear that the shoes weren’t as comfortable as expected. Your comments are valuable, and we’ll share them with our product team for consideration in future designs.
We hope to delight you with more styles that combine both style and comfort in your next visit!
Best regards,
CHARLES & KEITH Customer Service Team
Very bad experience
Very bad experience, suggest to all don't buy online from charles & keith official website, still waiting parcel from royal mail but unfortunately we not getting our parcel,ordered date:28 November and now 2 January,Royal Mail loss our parcel and in uk no any coustomer service from charles&keith.
4 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry for the delay and understand how frustrating this must be. We’re currently waiting for an update from the courier regarding your parcel.
Please rest assured that once we receive more information, we’ll follow up with you promptly via email. If the parcel is confirmed lost, we will issue a full refund.
Thank you for your patience in the meantime.
Best regards,
CHARLES & KEITH Customer Service Team
I still haven't received the purchase…
I still haven't received the purchase that I made so pretty difficult to give positive feedback.
15 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand your frustration. Please note that during the holiday season, customs authorities and courier partners may also observe public holidays or reduced operating hours, which can affect transit timelines. 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
Lovely bag no major issues
Lovely bag was ordered and received. Happy with the product.
The only downside was the long delivery time, which took more time than expected.
14 December 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for taking the time to share your review.
We’re delighted to hear that you’re happy with your bag! We also appreciate your feedback regarding the delivery time and will take it into consideration.
We look forward to welcoming you back soon. Don’t forget to subscribe to our newsletter on our official website to stay updated on new arrivals and promotions.
If you need any further assistance, please feel free to reach out to us at customers@charleskeith.com
Best regards,
CHARLES & KEITH Customer Service Team
perfect online purchase
everything from the product to shipping was done perfectly. highly recommended
28 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
Boxes Filthy and Shoes made entirely too small
I ordered 3 pairs of shoes for my daughter for christmas, totaling $232.00. When the shoes arrived the boxes were filthy dirty with soot all over them. I reached out the company and they gave me some ridiculous excuse as to why that may have happened. Then, my daughter tries them on on christmas morning they do not fit. Not only do they not fit, they were well over a size too small. She is a size 11 and that is exactly what I ordered for her. I explained the situation to their customer service department and wanted them to provide a return label free of charge and they would not as they do not consider shoes not fitting an issue. When I buy the correct size and they don't even come close to fitting then there is a massive problem. I would NEVER recommend this company for products.
25 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re very sorry to hear about your experience and understand your frustration. While all our shoes undergo quality checks before shipping, we acknowledge the inconvenience caused when the fit isn’t right. We appreciate your feedback and will take it into consideration to improve our services.
Best Regards,
CHARLES & KEITH Customer Service Team
Bad quality in big price
Bad quality in big price , the quality has gone down the hill , I will not buy from them again.
28 October 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear that your experience did not meet your expectations. All our products undergo quality checks before being shipped, but we truly appreciate your feedback and will take it into consideration to improve our offerings.
Best Regards,
CHARLES & KEITH Customer Service Team
Scamming System, Customer Service Refused to Help
Paid for an order, system said payment failure, and that everything still in basket, that I should make a 2nd attempt to pay. I did and it ended up charging me twice.
Despite contacting Charles and Keith immediately, they promised to cancel duplicate order but still messed up. Part of the duplicate order was sent, and part of it not, while the entire payment was kept by Charles and Keith for a long time, ie no product, no refund for a long period.
Approached customer service multiple times but they refused to offer any assistance or most of the time would not even respond. They did however admitted (in black and white) that their system does scam customers into paying twice from time to time. Very unfortunate that they made absolutely no effort in trying to resolve the problem, or even to communicate.
Scammer and horrible customer service.
Will definitely never spend a single penny on Charles and Keith again.
6 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how frustrating and distressing this situation must have been. We’re concerned to hear that you did not receive timely support or a clear resolution. This is not the level of service we aim to provide. We would like to review your case properly and follow up on the duplicate payment and order status.
Kindly reach out to us at customers@charleskeith.com with your order number(s) and proof of the duplicate charge, if available. Our team will prioritise reviewing this and work towards resolving the matter as quickly as possible.
We sincerely apologise for the frustration this has caused and appreciate your patience while we look into this further.
Best Regards,
CHARLES & KEITH Customer Service Team
Avoid!! :(
Avoid! Ordered in November, finally arrived yesterday.
No email updates and lack of response from CS.
Also no courier updates once in this country-it had tried to be delivered several times (when I was in work) but I had NO information to who was delivering my parcel or any email updates to let me know?!
Box also arrived very damaged and considering this was the most I’ve spent on a bag, I’m really disappointed with this service.
24 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
The worst online shop ever
The worst online shop ever! I ordered and paid 3 bags and i received 1 wrong bag which is much cheaper. I contacted the customer service and they said i can send the wrong bag back and they will pay back the money i paid for the 3 bags + the shipping fee.After 2 weeks they received the retour wrong bag (i checked with track and trace), still no response from them and no payment back. Customer service ignored all emails i sent several times for weeks. I am still waiting for my money+the shipping fee they promised. I am an online shopper, i never have an issue with other online shops but Charles and Keith is a nightmare. Avoid this online shop. Offline shops are ok, nice shops and nice people in shops in Asia.
8 December 2025
Unprompted review
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry to hear about your experience and understand how upsetting this has been, especially after waiting so long for a resolution.
We’d like to reassure you that we are already in touch with you via email and will continue to follow up on your case there.
Thank you for your patience while we work with the relevant teams to resolve this. Please rest assured that we are not ignoring your case and will continue to assist you via email until this is fully addressed.
Best Regards,
CHARLES & KEITH Customer Service Team
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
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