Returns & Exchanges

 

RETURN POLICY

It is important to us that you are completely satisfied with your purchase. We offer free return shipping on your eligible return when you return your package via https://club21.returnscenter.com/ , using our appointed delivery providers. 

ELIGIBLE RETURNS & RMA PROCESS 

To ensure a smooth and prompt processing of your return, please follow these guidelines:

• All items returned must have a Return Merchandise Authorisation (RMA) to allow easy identification.
• We will return unauthorized packages to customers at customer’s cost.
• An RMA must be requested via club21.returnscenter.com within ten (10) calendar days from your order delivery date.
• Items must be returned in their original condition and packaging (including Club 21 packaging, designer garment tags, brand packaging, boxes, dust bags, authenticity cards, and any included accessories).
• Shoes must only be tried on indoors on a clean, carpeted surface. Shoes with markings of any kind, or shoe boxes that have been written on, taped directly with shipping labels, or damaged, will not be accepted.

Thank you for your kind support. Due to the high volume of inquiries, we will strive to reply to your request within 3 working days. 

 

RETURN SHIPPING FEE

Shipping fee for returns/exchanges is free worldwide.

ITEMS NON-ELIGIBLE FOR RETURN 

To ensure fairness to all customers and maintain the quality of our designer inventory, the following items and conditions do not fall within our return/exchange policy and cannot be returned:

1. Product-Type Exclusions

The following items are final sale and cannot be returned under any circumstances:

• Hygiene-Sensitive Items: All bodywear (underwear, boxers, panties, bras, vests, etc.), bodywear by Alexander Wang, earrings, swimwear, socks, and perfumes.
• Multi-Packs & Sets: 3-Pack T-shirt Sets (e.g., Ambush, Human Made, Jil Sander, etc.)
• Gift Boxes: Gift boxes are final sale and non-returnable.
• Special Collaborations & Specific Products:
• BE@RBRICK
• ISSEY MIYAKE x New Balance
• Doublet - Steak Compression T-Shirt
• Doublet - Spray-Can Water Bottles (all sizes)
• ISSEY MIYAKE x Moleskine
• ISSEY MIYAKE FOOT - ISSEY MIYAKE x ASICS
• Final Sale Items: Items purchased at a discount of more than 50%.

2. Condition-Based Rejections

Even if an item is not listed in the product exclusions above, returns will NOT be accepted if the returned product fails our quality inspection under any of the following conditions:

• Worn, Used, or Altered Items:
• Items that have been worn, used, washed, ironed, altered, repaired, or damaged in any way after delivery.
• Items showing any physical signs of use or wear beyond a standard, careful try-on.
• Missing Tags or Packaging:
• Items missing any original tags (designer brand tags, Club 21 tags, price tags, or security/tamper-evident tags) or if tags have been reattached,  altered, crumpled, soiled, or damaged. 
• Items missing original packaging, such as designer boxes, dust bags, authenticity cards, leather tags, manuals, or accompanying accessories.
• Stains, Dirt, or Odours:
• Items that are dirty, marked, or stained (including makeup, food, drink, or dirt marks).
• Items carrying strong odours, such as perfume, body spray, deodorant, smoke, or detergent/washing smells. (Items must be completely free of lingering scents).
• Footwear Not in Original Condition:
• Shoes showing any marks, scratches, creases, dirt, or sole wear. (Shoes must only be tried on indoors on a clean, carpeted surface).
• Shoes returned without their original, undamaged branded shoe box and packaging.
• Incomplete Items or Sets:
• Orders missing any original components, parts, or accessories, including but not limited to detachable belts, straps, hardware, extra buttons, or specialized designer packaging.

All returned items undergo a thorough quality inspection upon arrival. If an item fails to meet our return conditions, our customer support team will contact you regarding its return.

 

REFUND METHODS

1) We will refund your original payment method for the returned item.

• Your refund will be processed within 3 working days after your item is received in good condition.
• Banks may have different processing times for payments to be reflected in your account. Please contact your bank for further assistance.

• If the payment includes Online Store Credit or Gift Card, the refund will still be processed via Online Store Credit or Gift Card.

2) For Faulty / Incorrect items: Please submit your return request in https://club21.returnscenter.com/ for an investigation. You will receive a response within 7 working days. 

When submitting your request, kindly provide:

• A clear photo/video of the item received
• A photo/video of the price tag / brand tag (usually found on the product label/inside seam)

 

ARE SHIPPING FEE, DUTIES AND TAXES, GIFT BOX FEE REFUNDABLE?

Shipping Fees

• Shipping fees, if applicable, are non-refundable.

Duties and Taxes

For customers based in Singapore:

• In your "shipping confirmation email" (subject: A shipment from order # is on the way), the "shipped item" section will indicate the country from which each item is shipped. 
• Items within the same order may be shipped from different countries. 
• If your item is shipped from Singapore, 9% GST will be refunded upon return.
• If your item is not shipped from Singapore, 9% GST will not be refunded. 
• Please review all charges carefully before completing your purchase to avoid unexpected costs.

For customers outside of Singapore:

• Import duties, taxes, and other customs charges are non-refundable. These fees are paid to government authorities at the time of import and cannot be reclaimed by Club 21. Please review all charges carefully before completing your purchase to avoid unexpected costs.

Gift Box Fees 

• Gift Box fees, if applicable, are non-refundable.

 

HOW TO RETURN WITH RMA

If you wish to return an item, please get a RMA via https://club21.returnscenter.com/ , within 10 calendar days from your order date. To ensure proper identification, we only accept returns with RMA. 

Step 1: visit https://club21.returnscenter.com/ 

Step 2: Enter your Order number and Email address in the designated field. (Example: #C21-2345, shopper@gmail.com). Once done, click on the "Find Your Order" button. 

Step 3: Select the items(s) that you wish to return or exchange for a different size or a different colour. Once done, click on the "Next" button.

Step 4: Select the reason for your return/exchange. (For example: if the item is faulty, please upload images for our reference.)

Step 5: Select your preferred solution: "Refund to original payment method" or "Exchange for a different size/color". 

Step 6: Select your preferred method: "Delivery" or "Self Return at selected outlets" click Submit.

Step 7: You will receive an email regarding your request, with the RMA number.

Step 8: Our customer service team will reach out to you, with more instructions (such as shipping labels, or exchange details). 

 

EXCHANGES

We accept exchanges for different sizes and different colors only. Please refer to above (Step 1 to Step 8) - visit https://club21.returnscenter.com/ 

 

FAULTY ITEMS

Should you receive an item that is faulty, please follow the return process (see Step 1 to Step 8) - visit https://club21.returnscenter.com/ 

Please ensure that all garment tags remain attached as per the standard return policy.

• We will investigate internally and respond to you within 7 working days.
• If a faulty item is delivered to you, we will issue a replacement or refund. Refund will include shipping fee, duties, taxes (if any). 
• Merchandise is considered faulty when there is a defect in the manufacturing.

Items that are damaged as a result of normal wear and tear are not considered to be faulty.

 

HOW TO SHIP RETURN ITEMS?

1)Submit a return request to get your RMA via https://club21.returnscenter.com/ . Customer service team will email the shipping label to you for item collection. 

2)Please pack your return item in a secure packaging box to ensure the item is not damaged during transportation. 

3)Please write your order number and RMA number on a piece of paper and insert it into the packaging box. 

4)The returned item needs to be unused (e.g. shoes with markings - as they are used on a non-carpeted surface - will not be accepted) and in the original packaging (e.g. brand tag, authenticity card, dust bag).

5)Damaged or soiled items will not be accepted and will be returned at the customer’s cost, including return shipping, duties, and taxes if any.

6)Please seal the packaging box properly, as the driver will not accept your item in a paper bag or unsealed box.

7)Print and stick the shipping label on the packaging box. 

8)Your parcel will be collected on the next working day (excluding public holiday and weekends), anytime between 10 am to 10 pm.

• If needed, you can reschedule the pickup by contacting DHL Express at 1800-285-8888.

 

HOW TO RETURN ITEM TO A STORE?

1)Submit a return request to get your RMA via https://club21.returnscenter.com/ .

2)Please visit any of our stores in Singapore during their opening hours to return the item. List of stores: https://club21.com/pages/stores-for-self-return  

3)At the store, kindly present the order number and RMA number. The store team cannot accept your returned item without the RMA number.

4)Once the store has received the returned item in good condition, refund/exchange will be processed.