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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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.
Hard to rate something you don’t have!
Not received the item yet so can’t comment. It was not made clear that this item would not be sent from the UK. Ordered on the 2nd December and as far as I know it is still in China.
December 2, 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
It’s been 2 weeks since I ordered an…
It’s been 2 weeks since I ordered an item from Charles & Keith and up until now, I haven’t received it. The app doesn’t give you much details about the order process as well which is a hassle because I cannot keep track on where it is now and how many days do I still have to wait for it to arrive.
December 15, 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
Made my order on 1/12/25 still have not…
Made my order on 1/12/25 still have not received it, don't know where my order is. Not happy, wouldn't be ordering again.
December 2, 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
Order placed on 2 December and still…
Order placed on 2 December and still not received, contacted customer service and was sent a standard reply, not great service, have ordered from here before with no issues
December 2, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand your frustration, especially as you’ve had positive experiences with us before. Your order is still on the way, and we sincerely apologize for the inconvenience this has caused.
Please rest assured that we’re monitoring it closely. If you need further assistance, feel free to reach us at customers@charleskeith.com, and our team will be happy to help.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
The parcel you sent is missing and till…
The parcel you sent is missing and till I never got the parcel. I mailed to the customer service and no reply till now. I am never buying anything from this brand again.
November 30, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re sorry to hear about the inconvenience and completely understand your frustration. Please be assured that our customer service team is actively assisting customers and will follow up directly via email to help resolve any issues.
Best Regards,
CHARLES & KEITH Customer Service Team
Item returned 16 days ago no acknowledgement
I returned a pair of shoes and an evening bag on the 4th December 2025, I have not received an acknowledgement of receipt from Charles Keith, I have not received a refund, I cannot find a telephone number. In the uk to speak to anyone. I have paid out £140.00 and desperately need my refund
December 4, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
Thank you for reaching out. We can confirm that your return was received, and your refund was processed on 16 December 2025. Please allow about a week for the amount to be reflected in your account, as this may depend on your bank’s processing times.
We sincerely apologize for any inconvenience caused. Our hotline is currently unavailable, but you can reach us anytime via email at customers@charleskeith.com, and our team will be happy to assist you further.
Thank you for your patience and understanding.
Best Regards,
CHARLES & KEITH Customer Service Team
Haven't arrived after 2 weeks
Ordered on 29 November but shoes still haven't arrived on 15 December. I had to go and buy something else which means I will have the hassle of trying to return these shoes if they ever arrive.
November 29, 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 15th. We sincerely apologize for any inconvenience caused.
If you need any further assistance or guidance regarding your order or return, please reach out to us at customers@charleskeith.com.
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
Very comfortable shoes
Got a pair of heeled pumps. No “breaking in” required, the shoes had this amazing padding that made it so comfortable. Danced until 4am in them and felt totally fine! And it was only £50, absolute steal. Super happy, A+ would buy again
December 2, 2025
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
Very disappointing
Very disappointing. Placed order for 2 things (shoes and bag) shoes delivered but no sign of the bag. Parcel was to be delivered within 5-9 working days. Ordered on 28th Nov 2025 till date not delivered.
November 28, 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
Not received my order yet, GB000455099
Order number: GB000455099
I still haven’t received my order placed on 1st december, I got an email 3/12 saying it’s been dispatched. I cannot track my parcel anymore. Can someone please look into this urgently.
December 1, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We sincerely apologize for the delay and understand how frustrating this must be. Our team has been managing a high volume of enquiries during this period. According to our records, your order was delivered on the 17th. If you require any further assistance, please contact us at customers@charleskeith.com.
Best Regards,
CHARLES & KEITH Customer Service Team
The best company
My favourite company to buy any bags or shoes from! I bought my mini wedding handbag and my wedding shoes from Charles and Keith. All my handbags are by them and I adore their shoes even the heels are comfy! And when I emailed so say I was worried as I had bought my shoes and bags very close to my wedding date they made sure it all got to me on time and emailed throughout to let me know where it was and checked I had it once it was delivered! Gorgeous service! The best!
May 17, 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
Great boots when they finally arrived!
Boots are great, but they took over 2 weeks to arrive and there were no delivery updates
December 1, 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 haavent received my parcwl
I haavent received my parcwl. It is still saying being prepared
December 1, 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
Didn’t deliver item
Didn’t deliver item. Can’t contact for a refund, they don’t answer emails, live chat doesn’t work, always shows busy. The only phone number is a Singapore one. Avoid this company unless you want to lose your money.
December 1, 2025
Reply from CHARLES & KEITH
Dear Valued Customer,
We’re truly sorry for the delay and completely understand how frustrating this must be. 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.
Best Regards,
CHARLES & KEITH Customer Service Team
I am still waiting for my order
I am still waiting for my order. I have not got any update from you whivh is very frustrating!
November 29, 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
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
It’s been over 2 wees and I still…
It’s been over 2 wees and I still haven’t received my order.
November 29, 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
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.
Our team has also been handling a high volume of enquiries during this period, and will respond to your email and continue to follow up to assist you as quickly as possible.
We truly appreciate your patience and understanding and apologize again for the inconvenience caused.
Best Regards,
CHARLES & KEITH Customer Service Team
Have not still received my parcel and…
Have not still received my parcel and you want to survey, obviously it will not be good
November 30, 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 Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.