TOP FREQUENTLY ASKED QUESTIONS

Since 3 Dec 2025, 11am (GMT +4), CHARLESKEITH.AE has migrated to a new platform. To ensure you enjoy a smoother shopping experience, please take the following actions immediately:

 

- Reset your online account password: Sign in to your account and you will be prompted to reset your password. If you need help resetting your password, please contact our Customer Service team at gulfcustomers@e-charleskeith.com

 

- Update particulars: You may wish to update your account details after successful login for the following:

1. First Name and Last Name [in Arabic or English characters only, no numbers or special characters eg 1234567890 ( ) , * / - @ !]
2. Birth date
3. Mobile phone number (UAE number only)
4. Billing and Shipping Address (take note of the postal code)

 

If you have placed your orders before 3 Dec 2025, 11am (GMT +4), your purchase history will no longer be visible under your My Account page, but rest assure your orders will be processed. If you need any assistance with updating your particulars, please contact our Customer Service team at gulfcustomers@e-charleskeith.com

 

Thank you for your support and we hope you enjoy our new services.

Our return policy is only applicable for any item(s) purchased online and delivered in United Arab Emirates within 14 days of receiving your order.

 

You have one return option:

1. Using an Online Return Form (for members only)

*Please contact us at gulfcustomers@e-charleskeith.com if you checked out as a guest.

 

For further details, please refer to our Return & Exchange Policy.

To check on your order status, sign in to your account and refer to My Purchases and Returns under My Account. Your order status is reflected next to your order number. Please note that you will not be able to view your order status if you opt for guest checkout.

 

In your shipment confirmation email you will receive a tracking number. Use this number in the online tracking system of the designated courier company to keep track of your shipment. This is also applicable for those who have opted for guest checkout.

 

Please contact us at gulfcustomers@e-charleskeith.com or call at +97148143015 for further assistance.

For orders placed in United Arab Emirates, we are able to amend the billing/shipping address and shipping method. 

 

You will not be able to amend the size/colour of the item(s); remove or add item(s); or change the payment mode

 

Once your order has been placed successfully, you will not be able to cancel it.

 

Please contact us at gulfcustomers@e-charleskeith.com for further assistance

All payments made using a debit card will result in two records: authorisation and settlement. You will see both records reflected on your online bank statement. Authorisation refers to funds held by the bank while the payment is in the process of being approved or declined. Settlement refers to the actual payment (i.e the merchant has captured the fund that was on hold previously). Please note that although there are two records, there is only one single charge. For further clarification, please speak to your bank.

Unless the item is an Online Exclusive, we can check its availability in our physical stores. Please contact us at gulfcustomers@e-charleskeith.com or call at +97148143015 for further assistance.