FREQUENTLY ASKED QUESTIONS

QUESTIONS & ANSWERS

These are the topics that we would cover for frequently asked questions.
A) Shopping on our site
B) Returns & Exchanges
C) Placing an order
D) Shipping
E) Duties & Taxes
F) Order change or Cancellations
G) Track an order
H) Payment and Security
I) Comoclub Membership
J) Comocredits earning
K) Comocredits redemption
L) Promotions
M) Out of stock situation
N) E-gift cards & Rebates
O) Gift Box Services

 

 

A) SHOPPING OUR SITE

1. Pricing Disclaimer

Prices displayed on our website may differ from those in our retail stores due to factors such as exchange rates, taxes, promotional activities, and other considerations. Club21.com reserves the right to adjust prices at any time without prior notice.

  • Currency & Exchange Rates: Online prices may be affected by exchange rate fluctuations, which can result in differences between store and online pricing.
  • Regional Pricing & Promotions: Prices and discounts may vary across locations, and certain promotions may be exclusive to either online or in-store purchases.
  • Tax & Duties: Prices at the checkout page may include additional duties, taxes, or fees applicable in specific regions.

By placing an order on our website, customers acknowledge and accept that price variations may occur, and no price adjustments or reimbursements will be made for such differences.

For further inquiries, please contact our customer service team.


2.Do you sell gift cards?

Yes, we offer e-gift cards on club21.com . We sell and accept e-gift card that can be used on club21.com only.  


3.How can I be assured the merchandise is authentic?

With over 50 years of expertise in luxury fashion, Club 21 is a trusted leader in the industry, managing over 100 prestigious brands and operating more than 200 stores worldwide. Our long-standing partnerships with top designers and fashion houses ensure that every product we offer is 100% authentic and sourced directly from the brands.


4.Do you offer the same merchandise on Club21.com as in Club 21 stores?

Club21.com offers a curated selection of luxury fashion for both men and women. Our team of expert buyers and stylists carefully selects each piece to create an exclusive online shopping experience. While some items are available in our retail stores, others are exclusive to our online store.


5.Do you provide alterations?

Alterations of Club21.com purchases are by appointment only and are free of charge for non-sale merchandise. Please contact customerservice@club21global.com . You must present your Club21.com order confirmation at the time of the appointment. Any altered items are not available for return.


6.Is there a purchase limit for BAO BAO ISSEY MIYAKE and PLEATS PLEASE ISSEY MIYAKE online?

Yes. We allow a maximum of 1 unit per style per order. For assistance with larger orders, please contact our customer service team.

7.Will my online order include a paper bag and a printed invoice?

Online orders do not include a paper bag or a printed invoice.

  • Only items in its original condition (for example, if the item comes with a dust bag, it will be included) will be delivered to you.
  • Details of your order, ie amount paid, taxes and duties related, and item details will be emailed to you once you have successfully placed an order.

 

 

B) RETURNS & EXCHANGES

1.How do I return or exchange an item?

Please visit our Returns & Exchanges page.

2.Can I return an item to a Club 21 Store?

We currently accept returns of Club21.com purchases only at selected Club 21 stores. 

Please note that in-store returns do not offer immediate refunds or exchanges. An RMA (Return Merchandise Authorization) is required to process your return."


3.Are duties and taxes refundable on my return?

Singapore Orders: Yes. GST is refundable for returns ordered in Singapore. We will refund your credit card for the total price you originally paid (merchandise price plus taxes). Any shipping charges paid on the original order are non-refundable for returned merchandise.

Non-Singapore Orders: Duties and taxes are non-refundable for all orders outside of Singapore. We will refund your original payment method for the returned item minus any duties and taxes paid. Any shipping charges paid on the original order are non-refundable for returned merchandise.


4.Is shipping fee refundable on my return?

No, shipping fee is not refundable.


5.How long does it take to get my refund?

Please visit our Returns & Exchanges page. Banks may have different processing times for payments to be reflected in your account. Please contact your bank for further assistance.

 

 

C) PLACING AN ORDER

1.Do I have to register to place an order?

We invite you to browse our site without creating a registered account. However, by joining as our member, you can enjoy faster checkout by saving your address information, access to your order history, and participate in our Comoclub Member Programme where you can earn Comocredits and enjoy a suite of lifestyle privileges.

2.Can I place an order via telephone?

ou can place an order via WhatsApp text, and our customer support team will send you a secure online payment link to complete your purchase.
WhatsApp: +65 8121 5417

If you are having trouble shopping, please contact Customer Service: customerservice@club21global.com and we will happily guide you through the purchase process. 

 

 

D) SHIPPING

1. How much are the delivery fees?

Please visit our Shipping page for more details. 


2. Can I ship my order to a Club 21 Store in Singapore?

Yes. Please contact customerservice@club21global.com

For non-Singapore orders to comply with customs clearing regulations, we will ship your order to a designated personal address. We are unable to ship your order to a Club 21 store at this time.


3. Does Club 21 ship to P.O. boxes or freight forwarding addresses?

We do not deliver to P.O. boxes or freight forwarding addresses.


4. Can I ship one order to multiple addresses?

We are unable to ship a single order to multiple addresses.


5. Do I need to sign for my parcel?

For your protection, a personal signature is required for all shipments.

 

 

E) DUTIES AND TAXES

1. Are duties and taxes included in my order total?

Duties and taxes are calculated at the checkout page.


2. How much duties and taxes do I pay?

  • For shipments to Singapore: You will be charged a 9% GST based on the item price minus discounts.

  • For international shipments: Duties and taxes are calculated after discounts are applied. Taxes are calculated based on the item price, minus discounts, plus duties.

 

3. Are duties and taxes refundable?

  • Singapore Orders: GST is refundable on authorized returns.

  • International Orders: Duties and taxes are non-refundable.

 

 

F) ORDER CHANGE OR CANCELLATIONS

1. Can I change or cancel my order after I submitted it?

You may make the following changes to your order:

  • Change the shipping address
  • Change the shipping method

We can only accept changes up to the time your order has been released for shipment. Once your order is being processed, we are unable to make any change.

Please contact Customer Service Monday through Friday, 9am to 6pm GMT+8 to request a change, at which time you will be informed of the eligibility of the request.

 

 

G)TRACK AN ORDER

1. How do I track my order?

Delivery tracking link will be sent to your email address.

2. How do I see my order history?

You must have a registered account to view your previous orders. Simply sign in to your account. 

 

 

H) PAYMENT AND SECURITY

1. What payment methods does Club21.com accept?

Payments can be made using Visa, MasterCard, American Express, JCB, and UnionPay. Availability may vary depending on the country. Your credit card will be charged once your order has shipped.

2. What payment currencies are available on Club21.com?

We accept multiple currencies. Please select your preferred currency at the top right hand of the website. 

3. Does Club21.com retain my credit card information?

Please note, for your security, we do not store your credit card information on our website. You will be prompted to enter your credit card details with each purchase.


4. Do you accept Club 21 e-gift card for online purchases?

Yes. For more details, please refer to section N) E-GIFT CARDS & REBATES below.

 

 

I) COMOCLUB MEMBERSHIP

1. Can I combine my online and store purchases to earn points?

Yes, simply create a Comoclub account or sign in when making a purchase on Club21.com, and you’ll earn Comocredits for your order. Please note, your Comocredits will be credited to your account 10 days after your order is shipped.


2. Can I enjoy my Comoclub member discount for online purchases?

Yes, simply sign in to your Comoclub account when placing your online order, and your member discount will be automatically applied at checkout. Please note, your member discount cannot be used on Sale items or in combination with any other promotional discount or offer.


3. What are the benefits of becoming a Comoclubber?

As a Comoclubber, you can enjoy exclusive perks such as earning Comocredits on your purchases, redeeming rewards, early access to promotions, and more. For full details, visit our Member Benefits page.


4. How do I know how many Comocredits I have earned?

Sign in to your Comoclub account to view your Comocredits earned.

 


J) COMOCREDITS EARNING

1. How are Comocredits calculated?

Comocredits are calculated based on the net value of transactions, which refers to the amount payable in cash or credit card, inclusive of applicable Singapore taxes. This calculation excludes shipping costs, non-Singapore taxes, duties, promotional vouchers, and other redemptions.


2. Are there any restrictions on earning Comocredits for discounted items?

Yes, Comocredits earning is not eligible for discounted items with markdowns of 60% or more.


3. Will I earn Comocredits for returned items?

No, Comocredits earning is not eligible for returned items.


4. What should I do if I have a dispute regarding the issuance of Comocredits?

Any dispute regarding the issuance of Comocredits can be addressed by reaching out to team@comoclub.com


5. Is there a time limit for retroactive Comocredit claims on eligible transactions across the COMO Group?

Yes, retroactive Comocredit claims on eligible transactions across the COMO Group must be submitted no later than three months from the date of the receipt or invoice. Please reach out to team@comoclub.com


6. How does online spending that is not eligible for Comocredits affect my overall member spending record?

Any online spending that is not eligible for Comocredits earning will not be recorded in your overall member spending.

 

 

K) COMOCREDITS REDEMPTION

Comoclub members can use Comocredits to shop on Club21.com. Please log in first to access your Comocredits.

  • Please refer to full T&Cs here.

 

 

L) PROMOTIONS 

1. What are the Terms and Conditions for online Promotion Codes?

A promotion code is non-transferable and there is no cash alternative. They cannot be used in conjunction with any other online promotion code or offers, and must be redeemed by the date published, if provided.

2. What is the difference between promotions at Club21.com and in retail store?

Club21.com and Club 21 retail stores may offer similar promotions, but they may not always be identical. Occasionally, Club21.com may feature exclusive online promotions that are not available in retail stores and are available for a limited time only. For further inquiries, please contact our customer service at customerservice@club21global.com.

 

 

M) OUT OF STOCK SITUATION

In the event that an item is out of stock, our customer support team will get in touch with you to explain the situation. 

  • Your refund will be processed on the same day of the communication. 
  • Banks may have different processing times for payments to be reflected in your account. Please contact your bank for further assistance. Thank you.

 

 

N) E-GIFT CARDS & REBATES

1. e-gift card types and expiry dates

  • Gift Card for Online Store Credit: Expiry: 6 months (mentioned in email)

  • Gift Card as a Thank You: Expiry: 6 months (mentioned in email)

  • Gift Card for Rebates: Expiry: 1 month (mentioned in email)

  • Gift Card for Comocredit Redemption: Expiry: 6 months (mentioned during checkout)

2. How to redeem your e-gift cards

  • Checkout Page: When you reach the checkout page, you will find a section labelled "Gift Card" or "Discount Code." Enter the code provided in this section during the checkout process. Note that this code is linked to your email address and can only be used with that specific email address.

  • Multiple Gift Cards: If you have multiple gift cards, repeat the same process by entering each code in the gift card section and clicking on "Apply."

  • Stackable with Promotions:Our e-gift cards/rebates can be used alongside any ongoing online promo code. First, apply your promo code, then proceed to apply gift card/rebate code during the checkout process.

3. e-gift card balance and expiry

Please refer to the email sent to your account for gift card/ rebate balance and expiry date information. If you cannot locate this email, please reach out to our customer service team at customerservice@club21global.com 

 



O) GIFT BOX SERVICES

  • A fee is required for this service.
  • Please refer to full T&Cs here.