How will the recent website upgrade impact me as a customer?
Since 1/8/2022, 9am (GMT +7), CHARLESKEITH.VN 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.vn
- Update particulars: You may wish to update your account details after successful login for the following:
First Name and Last Name [in Vietnamese or English characters only, no numbers or special characters eg 1234567890 ( ) , * / - @ !]
Birth date
Mobile phone number (Vietnam number only)
Billing and Shipping Address (take note of the postal code)
If you have placed your orders before 1/8/2022, 9am (GMT +7), 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 customers@charleskeith.vn
Thank you for your support and we hope you enjoy our new services.
Details on split shipment for my order
1. Why has my order been split into multiple shipments?
We strive to ensure you receive your full order in a single shipment.
In the event that some of your items are not available at our main warehouse, we may arrange for split shipment according to stock availability at another warehouse. This is based on our discretion. You will not incur any additional delivery fee.
Under the 'My Purchase & Returns' page, if your order status is displayed as “Partially Shipped“, this is likely due to a split shipment and stock availability at our various warehouses. Click on 'Track your order: CLICK HERE
You will be redirected to an external link (eg. www.haravan.vn?order=VNM12345678SF) to view the detailed progress of your shipments.
Our return policy is only applicable to any item(s) purchased online and delivered in Vietnam , within 14 days* of receiving your order.
You have two return options:
Using an Online Return Form (for members only)
Returning it in-store. To check if you are eligible to exchange in the selected stores, kindly refer to the main dispatched address indicated on the parcel shipping label. If you are unsure, kindly contact customer service team.
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.
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.vn or on live chat for further assistance.
