FREQUENTLY ASKED QUESTIONS

QUESTIONS & ANSWERS

A) SHOPPING OUR SITE

1.Do you sell gift card?

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

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

Club 21 is a leader in the luxury fashion market managing over 100 brands and operating more than 200 stores worldwide. This year marks our 51st anniversary. In that time, we have cultivated partnerships with a broad portfolio of luxury brands worldwide. Our products are 100% genuine and direct from the designers.

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

Club21.com offers a collection of women’s and men’s fashion luxury items. The assortment is edited by our team of buyers and stylists for the online shopper. Some products may be found in our stores while some are exclusive to the online store.

4.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.

5.Can I purchase multiple units per design for BAO BAO ISSEY MIYAKE , PLEATS PLEASE ISSEY MIYAKE? 

Thank you for your interest in these brands. There is a limit of 1 unit per style per order. For orders with multiple units per style, please contact our customer service team to help you update your order details. 

6.Does the online order include paper bag and a hardcopy invoice?

The online order does not include a paper bag and does not include a hardcopy invoice.

  • Only the item 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 an item?

Please visit our Returns & Exchanges page: https://club21.com/pages/returns-exchange 

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

We are currently only able to accept returns of Club21.com purchases at the following selected Club 21 Stores: https://club21.com/pages/stores-for-self-return 

When returning to a store, we are not able to offer on the spot return or exchanges.

RMA is required to return an item.

3.Can I exchange an item?

Yes. 

Please visit our Returns & Exchanges page:https://club21.com/pages/returns-exchange 

4.Are duties and taxes refundable on my return?

Singapore: 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.

5.Is shipping fee refundable on my return?

No, shipping fee is not refundable.

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

Please visit our Returns & Exchanges page:https://club21.com/pages/returns-exchange  

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?

You may place an order via whatsapp text, to receive an online payment link. 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 is delivery fees?

Please visit Shipping page to learn more - https://club21.com/pages/shipping 

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 post office boxes or freight forwarding addresses?

We are unable to deliver packages to Post Office boxes or forwarding addresses.

4.Can I ship one order to multiple addresses?

We do not ship to multiple addresses for one order.

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 which is calculated based on the item price less discounts.

For international shipments duties are calculated after discounts are applied. Taxes are calculated based on the item price, less discounts, plus duties.

 

3.Are duties and taxes refundable?

Singapore – There are no duties charged on orders shipped to Singapore. The 9% GST is refundable for authorised returns.

International – Duties and Taxes are not refundable.

 

F) ORDER CHANGE OR CANCEL

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

You may make the following changes to your order:

  • Change the Ship to 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?

Payment can be made by Visa, MasterCard, American Express, JCB, UnionPay. Availability may differ from country site to country site. Once your order ships, your credit card will be charged.

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 that for your security, we do not retain your credit card information on our website. You will be provided the opportunity to enter credit card information with each purchase.

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

Yes.

 

I) COMOCLUB MEMBERSHIP

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

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

2.Can I use my Comoclub Gifts (voucher) or Points redemption toward an online purchase?

No, we do not accept Comoclub Gifts (vouchers) or Points redemption towards online purchases at this time.

3.Can I use my Comoclub preferential rate toward online purchases?

Yes, simply sign in to your Comoclub account when you place your online order. Your preferential rates will automatically be applied to your order at checkout. Please note that your preferential rate may not be used towards any Sale items or with any other promotional discount or offer.

4.What are the benefits of becoming a Comoclubber?

Visit https://www.comoclub.com/ to view the many benefits and privileges of becoming a Comoclubber.

5.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.When will Comocredits be credited to my account after a purchase on club21.com?

Comocredits will be credited to your account ten (10) calendar days after your purchase on club21.com. The credited amount will be based on your active tier status at the time of crediting.

3.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.

4.Will I earn Comocredits for returned items?

No, Comocredits earning is not eligible for returned items.

5.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

6.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


7.How does online spending 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) 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 have similar promotions, which may not be identical. On some occasions, Club21.com may run exclusive online promotions that are not available in retail stores for a very limited period only. For further enquiries, please check with our customer service at customerservice@club21global.com 

 

L) 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.

 

M) E-GIFT CARDS & REBATES

Gift Card Types and Expiry Dates
  1. Gift Card for Online Store Credit
    • Expiry: 6 months, mentioned in email

  2. Gift Card as a Thank You
    • Expiry: 6 months, mentioned in email

  3. Gift Card for Rebates
    • Expiry: 1 month, mentioned in email

  4. Gift Card for ComoCredit Redemption
    • Expiry: 6 months, mentioned during checkout

How to Use 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.


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