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TOP 6 FREQUENTLY ASKED QUESTIONS
How will the recent website upgrade impact me as a customer?
Since 30/05/2022, 10am (GMT +3), CHARLESKEITH.SA 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 customers@charleskeith.sa
- Update particulars: You may wish to update your account details after successful login for the following:
- First Name and Last Name [in Arabic or English characters only, no numbers or special characters eg 1234567890 ( ) , * / - @ !]
- Birth date
- Mobile phone number (Saudi number only)
- Billing and Shipping Address (take note of the postal code)
Thank you for your support and we hope you enjoy our new services.
How do I make an online return?
Our return policy is only applicable for any item(s) purchased online and delivered in Saudi Arabia within 14 days of receiving your order.
You have one return option:
- Using an Online Return Form (for members only)
*Please contact us at customers@charleskeith.sa if you checked out as a guest.
For further details, please refer to our Return & Exchange Policy.
How do I track my order?
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 customers@charleskeith.com or on live chat for further assistance.
Can I amend or cancel my order?
For orders placed in Saudi Arabia, 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 customers@charleskeith.sa or on live chat for further assistance
Why do I see double records on my online bank statement for my purchase?
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.
The item I want is out of stock, what can I do?
Unless the item is an Online Exclusive, we can check its availability in our physical stores. Please contact us at customers@charleskeith.sa or on live chat for further assistance.