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RETURNS & EXCHANGES
How do I make a return?
We want you to love your CHARLES & KEITH purchase. Try them in the comfort of your home and if you are dissatisfied with the item(s), return it within
14 days of receiving your order.
- Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached
- In the interest of hygiene, we do not accept returns or refunds on earrings unless they are defective or the wrong item was sent
- A final inspection will be done to ensure all items are in their original condition before processing your returns
- Returns that do not meet our policy will not be accepted and will be returned to you at your cost
- If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP
How do I make an online return?
Our return policy is only applicable to any item(s) purchased online and delivered in Saudi Arabia, within
14 days*of receiving your order.
Items purchased in physical stores are not eligible for returns.
All returns will be collected by our courier.
We recommend you opt for a shipment method that enables tracking.
| OPTION 1 | |||
|---|---|---|---|
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USING ONLINE RETURN
Free of charge
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| Return your item via your CHARLES & KEITH account for online return. | |||
Step 1
Log in to CHARLESKEITH.SA and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
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Step 2
You will receive an email within 1 to 2 days on your request status and to arrange for your pick up.
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Step 3
Pack the item(s) into the original packaging onto your parcel
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Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
|
| OPTION 1 |
|---|
|
USING ONLINE RETURN
Free of charge
|
| Return your item via your CHARLES & KEITH account for online return. |
|
Step 1
Log in to CHARLESKEITH.SA and view your order. Under My Purchases & Returns, select the item(s) you wish to return/exchange and state the reason.
|
|
Step 2
You will receive an email within 1 to 2 days on your request status and to arrange for your pick up.
|
|
Step 3
Pack the item(s) into the original packaging onto your parcel
|
|
Step 4
You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.
|
How do I check on my return status?
To check on your return status, sign in to your account, head to My Account and select My Purchases & Returns. Your return status is reflected next to your Returns Request number.
| In Progress | Your returns request has been received |
| Rejected | Your returns request has been denied |
| Completed | Your returns request has been resolved |
When will I receive my refund?
Once we receive your return item(s), it will go through a quality check to ensure it’s in good condition and complies with our refund policy. This can take up to
2 working days.
After the return has been approved, it takes up to 14 working days for the refund to be made to your payment services provider. Once we have processed your refund, you will receive a confirmation email from us.
Please allow up to 14 working days for your account to be credited. If you do not receive your refund after
14 working days, please contact your payment processor directly for further information.
Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if the return is due to a defective or wrong item.
The refund will be issued by CHARLESKEITH.SA to your original payment method.
We seek your understanding with delays to your refund caused by special events (e.g. online sales).
How do I make an exchange?
Exchange is not available.
Alternatively, do refer to the above ‘How do I make a return’ section to check if you are eligible for a return.
| VIA PHYSICAL STORE | |
|---|---|
| Present your invoice with the item(s) in its original condition, original packaging, original tags, and tickets to the retail store. | |
 Present your original invoice/receipt together with the item(s) at the retail store.
|
You will be entitled to an exchange of any item(s).
|
Terms & Conditions
- CHARLES & KEITH reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (“Returns”). You shall bear the shipping and handling charges of returning any rejected item(s) to you.
- Should your preferred refund method not be indicated during the Returns process, you shall be refunded by your original payment method.
- Should there be any dispute on the refund amount for any Returns, your refund will be based on the merchandise value on the original purchase invoice.
- CHARLES & KEITH shall not be responsible for damage to any item(s) resulting from unique, accidental, or random damage that is the result of use by you or wear and tear. Our Returns policies do not cover such damage.
- Our Returns policies does not cover item(s) used in a manner or for a purpose not reasonably contemplated by CHARLES & KEITH, or if the item(s) has been modified in a manner not authorised by CHARLES & KEITH
- CHARLES & KEITH makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.
- All Returns are at all times governed by Saudi law. CHARLES & KEITH and you agree to submit to the non-exclusive jurisdiction of the Saudi arabia courts.
- CHARLES & KEITH's decisions on Returns are final.