Returns & Exchanges

THIS SECTION ON “RETURNS AND EXCHANGE POLICY” DOES NOT AFFECT YOUR STATUTORY RIGHTS.

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

  • All items returned must have a Return Merchandise Authorisation (RMA) to allow easy identification and prompt processing.
  • We will return unauthorised packages to customers at customer’s cost. 
  • A RMA should be requested via https://club21.returnscenter.com/, and the item sent back within ten (10) calendar days from your order date. 
  • Items should be returned in their original packaging, (including Club 21 packaging) unused, and with all Club 21 and designer garment tags still attached. Returns, that are damaged or soiled or with missing parts, will not be accepted and will be returned at customer’s cost, which will include return shipping. Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return. If the order is returned with missing parts, the return will not be accepted. All shoes should be tried on a carpeted surface before wear, as shoes with markings of any kind will not be accepted for returns. 
  • Return shipping is free for all orders.

 

NON-ELIGIBLE FOR RETURN

The following items do not fall within our return/exchange policy and cannot be returned:

  • All undergarments which include but are not limited to underwear, boxers, panties, bra's, vests, etc
  • Swimwear
  • Socks
  • BE@RBRICK

 

REFUNDS

1)For non-discounted items: We will refund your original payment method for the returned item. Any shipping charges paid on the original order are non-refundable for returned merchandise. 

  • Your refund will be processed within 1 day after item is received in good condition.
  • Please note that your bank may take up to 30 days to reflect the refund in your credit card statement. For futher details, please contact your bank.

2)For discounted items (using a discount code or a sale markdown item): only online store credits are eligible. 

 

ARE DUTIES AND TAXES REFUNDABLE?

  • Singapore – There are no duties charged on orders shipped to Singapore. The 9% GST is refundable for authorized returns.
  • International – Duties and Taxes are not refundable.

 

WHAT IS ONLINE STORE CREDITS?

  1. For discounted items: refunds will be in the form of online store credits (also known as e-gift card). 
  2. Online store credits cannot be converted back to cash, bank transfer or any other forms of original payment method. 
  3. Customers may use the e-gift card code(s) to deduct the order amount during the online checkout process.
  4. These codes are linked to the customer's account and are not transferable. 
  5. The amount created as a store credit is the amount payable to the customer for returns and/or out-of-stock items.
  6. Store credits have a validity of 6 months from the date of issue
  7. They can be utilized for the purchase of any item on Club21.com, and are not limited to any specific SKU or brand.
  8. Store credit can only be used for online purchases and would not be accepted/usable at the physical retail outlets. 

     

    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 online store credit" 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 or damaged, 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 issue a replacement or refund upon receipt of the item.

    Merchandise is considered faulty when there is a defect in the manufacturing. If this occurs within six months of purchase, we will offer to repair the item. If it cannot be repaired or the same product is not available, you are entitled to a refund if it is a defect in the product. Club 21 will refund you the full value paid for any faulty item. 

    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.
    • If needed, you can reschedule the pickup by contacting NinjaVan Singapore at +65 6602 8271.

     

    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.