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Membership FAQs

Membership Page FAQ (General)

Question: HOW DO I QUALIFY FOR THE CLUB 21 CARD?

Simply accumulate 1,000 Club 21 points in a single receipt or in accumulated receipts over 3 months (from date of first purchase) on your purchases at any Club 21 boutique in Hong Kong, Indonesia, Malaysia, Singapore, Taiwan, Thailand, as well as online at Club21Global.com.

Attach your receipt(s) to the completed application form (available in-store) and hand it to the cashier for processing. You may also apply for your Club 21 Membership Card online at Club21Global.com.

Your Club 21 Card will be mailed to you within 15 working days following receipt of your application.

Question: HOW DO I KNOW IF MY PURCHASES HAVE CHALKED UP ENOUGH POINTS FOR MEMBERSHIP?

Club 21 Points are calculated as:

SINGAPORE – 2 points for every SGD1
MALAYSIA – 2 points for every MYR3
THAILAND –  2 points for every THB25
INDONESIA – 2 points for every IDR10,000
HONG KONG – 2 points for every HKD6
TAIWAN – 2 points for every TWD25
AUSTRALIA – 2 points for every AUD1
INTERNATIONAL – 2 points for every USD0.7

Example: A Singapore receipt of SGD200 is equivalent to 400 points; A Club 21 Online receipt of USD87.50 is equivalent to 250 points
Total points earned = 650 points;
You would need an additional 350 points to qualify for the Club 21 Regular Tier.

Question: WHAT ARE THE LEVELS OF MEMBERSHIP AVAILABLE?

There are four tiers of membership.

Regular Tier
To join: Earn 1,000 points on sale/ regular-priced items in a single or in accumulated receipts over a three-month period to qualify.

Classic Tier
To join/upgrade: Accumulate 30,000 Club 21 points over a 12-month period to qualify.

Prestige Tier
To join/upgrade: Accumulate 100,000 Club 21 points over a 12-month period to qualify.

Elite Tier
To join/upgrade: Accumulate 200,000 Club 21 points over a 12-month period to qualify.

Question: HOW DO I RENEW MY MEMBERSHIP?

Regular Tier
To renew: Accumulate 1,000* Club 21 points over a two-year period to renew your Regular membership status for another two years.
*1,000 points is exclusive of points earned on qualifying purchases of S$500 in the first year of membership.

Classic Tier
To renew: Accumulate 30,000 Club 21 points over a three-year period to renew your Classic membership status for another three years

Prestige Tier
To renew: Accumulate 100,000 Club 21 points over a three-year period to renew your Prestige membership status for another three years

Elite Tier
To renew: Accumulate 200,000 Club 21 points over a three-year period to renew your Elite membership status for another three years.

Question: HOW CAN I BECOME A CLASSIC MEMBER?

To join/upgrade: Spend SGD$15,000 or accumulate 30,000 Club 21 points over a 12-month period to qualify.

Question: HOW CAN I BECOME A PRESTIGE MEMBER?

To join/upgrade: Spend SGD$50,000 or accumulate 100,000 Club 21 points over a 12-month period to qualify.

Question: HOW CAN I BECOME AN ELITE MEMBER?

To join/upgrade: Spend SGD$100,000 or accumulate 200,000 Club 21 points over a 12-month period to qualify.

Question: HOW LONG WILL CLUB 21 TAKE TO PROCESS MY APPLICATION?

Your Club 21 Card and Book of Privileges will be sent to your mailing address within 15 working days after receipt of your application. Incomplete applications will not be processed until all mandatory information is provided.

Question: MY PERSONAL DETAILS HAVE CHANGED, HOW DO I NOTIFY CLUB 21?

  1. Login here with your Customer Number or Email and Password. Proceed to: "Update Profile" page to update your personal details  
  2. At any Club 21 boutique. Just ask for a "Change of Personal Details Form", complete it and submit it to the store.
  3. E-mail us at rewards@club21global.com

Please allow at least seven working days for the change in your personal details to be updated.

Question: CAN I USE THE CLUB 21 CARD AT CLUB 21 STORES OVERSEAS?

Yes. The Club 21 Card can be used across Hong Kong, Indonesia, Malaysia, Singapore, Taiwan and Thailand. Earn points at 3% of your transaction value when you shop across Club21 boutiques in Hong Kong, Indonesia, Malaysia, Singapore, Taiwan, Thailand, online at Club21Global.com as well as at SuperNature Singapore stores, Culina Dempsey, COMO Dempsey, COMO Shambhala Urban Escape Singapore and COMO Hotels & Resorts.

This equates to 2 points for every HKD6, IDR10,000, MYR3, SGD1, TWD25, THB25, USD0.70, AUD1, GBP0.55, BTN45

Question: CAN I EARN CLUB 21 POINTS AT PLACES OTHER THAN CLUB 21 BOUTIQUES?

Club 21 points can be earned at SuperNature Singapore stores, Culina Dempsey, COMO Dempsey, COMO Shambhala Urban Escape Singapore and COMO Hotels & Resorts.

Question: WILL I BE ABLE TO ACCUMULATE CLUB 21 POINTS ON SALE MERCHANDISE?

You may accumulate Club 21 points on sale items purchased at our boutiques. However, Club 21 points will not be issued on purchases made using vouchers as payment, during bazaars, at Club 21 Collectibles, at any sale location and on purchases that are discounted at 60% and above its original retail price (regardless of purchase location), nor will points be issued on purchases of hampers, promotion items, bulk buys and delivery charges at SuperNature Singapore stores and Culina Dempsey, unless otherwise stated.

Question: WHAT CAN I DO WITH THE POINTS I HAVE EARNED AT CLUB 21 BOUTIQUES?

Currently, points earned through Club 21 purchases can be redeemed instantly to offset your regular-priced purchases at Club 21 boutiques across Hong Kong, Indonesia, Malaysia, Singapore, Taiwan, Thailand, SuperNature Singapore stores, Culina Dempsey, COMO Dempsey, COMO Shambhala Urban Escape Singapore and at COMO Hotels & Resorts.

Question: ARE CLUB 21 POINTS GIVEN IMMEDIATELY UPON PURCHASE?

For in-store purchases made in Singapore stores, Club 21 points are reflected in your account 1 day after the purchase.

For in-store purchases made in Hong Kong, Indonesia, Malaysia, Taiwan, Thailand, at Culina Dempsey, COMO Shambhala Urban Escape Singapore and at COMO Hotels & Resorts, Club 21 points are reflected in your account instantly after the transaction is completed.

For Club 21 Online purchases, Club 21 points are reflected in your account on the 11th day after your purchase is delivered.

Question: WHY ARE CLUB 21 POINTS GIVEN ONLY ON THE 11TH DAY AFTER MY ONLINE PURCHASE IS DELIVERED?

Club 21 points are given when the returns shipping window is closed. The returns shipping window is 10 days.

Question: IF I FORGOT TO BRING MY CLUB 21 CARD OR IF I LOST MY CARD, WILL I STILL BE ENTITLED TO MY CLUB 21 POINTS?

Yes you will. Simply

  1. E-mail your scanned invoices to rewards@club21global.com  (please indicate your Club 21 customer number & contact number on your invoices) or
  2. Mail your original invoices to us at 6B Orange Grove Road, COMO House, Singapore 258332, Attention CRM Department (please indicate your Club 21 customer number & contact number on your invoices).

Question: HOW ARE MY CLUB 21 POINTS EARNED AT CLUB 21 ONLINE CALCULATED TOWARDS TIER RENEWAL AND/OR UPGRADE?

Club 21 points earned from Club 21 Online will qualify towards membership tier upgrade and/or renewal from the date that Points are credited to the Cardmember’s account. 


Membership Page FAQ (Rewards and Redemption)

Question: HOW DO I REDEEM MY REWARD?

Simply inform the staff at any Club 21 boutique, SuperNature Singapore store, Culina Dempsey store, COMO Dempsey, COMO Shambhala Urban Escape or COMO Hotels & Resorts that you would like to redeem your Club 21 Points instantly to offset your purchases. Quote your Club 21 Membership Number at the point of payment or reservations to redeem your Redemption Dollars. An Email and/or SMS notification will be sent to your registered Email address and/or mobile number for the purpose of security and prevention of fraud.

Any Club 21 partner redemption requests can be done via the Club 21 Mobile Application, by completing a redemption form in-store or sending an email to rewards@club21global.com. Redemption forms are available at all Club 21 boutiques.

Question: HOW DO I COLLECT MY REWARD REDEMPTION?

You can choose to collect your redemption voucher from any Club 21 Boutiques in Singapore. Once you’ve submitted your Rewards Redemption request, we will inform you once it’s ready for collection. If you do not hear from us, your redemptions will be ready within 15 working days from the date of receipt of your redemption request.

Question: WHERE CAN I USE MY CLUB 21 REDEMPTION DOLLARS?

Club 21 Redemption Dollars can be redeemed instantly to offset your regular-priced purchases at Club 21 boutiques across Hong Kong, Indonesia, Malaysia, Taiwan, Thailand, online at Club21Global.com, SuperNature stores in Singapore, Culina Dempsey, COMO Dempsey, COMO Shambhala Urban Escape Singapore and at COMO Hotels & Resorts. Terms and Conditions apply.

Question: HOW LONG ARE MY CLUB 21 POINTS VALID FOR?

From 1 August 2013, points are valid for as long as your Club 21 card membership remains active. This means you are now entitled to roll over your points, however long your card remains active.

Question: CAN I REDEEM THE SAME REWARD MORE THAN ONCE?

Yes. You may redeem a Reward as many times as you wish so long as you have sufficient points and the reward is available.

Question: CAN I TRANSFER MY REDEMPTION DOLLARS TO MY FRIENDS OR FAMILY?

No. All Redemption Dollars are issued in the name of the card member and are non-transferable.

Question: CAN I STILL USE THE REDEMPTION DOLLARS IF I DO NOT HAVE MY CARD WITH ME?

For security reasons, we do not allow card members to use their Redemption Dollar(s) without their cards. The Club 21 Card must be presented with the Redemption Dollars before the transaction can proceed.

Question: CAN I USE MY REDEMPTION DOLLARS DURING SALES OR TOGETHER WITH OTHER PROMOTIONS/GIFT VOUCHERS?

Redemption Dollars is not valid for use during sales, in conjunction with any other promotions, with the use of selected promotion vouchers, at Club 21 Collectibles, any sale or bazaar locations, at store-in-stores in Hong Kong and Indonesia and on consignment and selected products, unless otherwise stated.

Redemption Dollars is also not valid for use on transactions below SGD$50 at Culina Dempsey.

Redemption Dollars is also not valid for use on transactions below SGD$150 at COMO Shambhala Urban Escape Singapore and COMO Hotels & Resorts. Redemption Dollars is also not valid for use on special travel packages, third party bookings, consignment items at the Gift Shops and on third party activities and services provided in COMO Hotels & Resorts.

Question: HOW CAN I KEEP TRACK OF MY CLUB POINTS?

You are able to check your point balance online or via the Club 21 Mobile Application. Alternatively, you can email Club 21 Rewards at rewards@club21global.com to request for your points balance. In addition to these, a statement of account will be e-mailed to you once every two months.


Membership Page FAQ (Your Account)

Question: HOW CAN I KEEP TRACK OF MY CLUB POINTS?

You are able to check your point balance online or via the Club 21 Mobile Application. Alternatively, you can email Club 21 Rewards at rewards@club21global.com to request for your points balance. In addition to these, a statement of account will be e-mailed to you once every two months.  

Question: HOW ACCURATE IS MY CLUB 21 STATEMENT?

Your statement accounts for all points earned or redeemed up to the date of printing stated. Points earned or redeemed after that date will be reflected in the next statement.

Question: WHAT SHOULD I DO IF I DO NOT RECEIVE MY CLUB 21 STATEMENT?

If you haven’t received a statement for over two months, please contact the Club 21 Rewards at +65 6304 1333 (Mon­ ­­– Thur, 9am – 630pm; Fri 9am – 6pm) or e-mail rewards@club21global.com to let us know and we will send you one immediately.

Question: WILL MY CLUB POINTS EXPIRE?

From 1 August 2013, points are valid for as long as your Club 21 card membership remains active. This means you are now entitled to roll over your points, however long your card remains active.

Question: WHAT HAPPENS TO MY CLUB 21 POINTS WHEN I RETURN MERCHANDISE?

For in-store merchandise, only credit notes will be issued. Thus no Club 21 points will be deducted. Similarly, upon utilization of credit notes, no further Club 21 points will be issued.

For Club 21 Online merchandise, if the return was made within the 10-days returns window, no Club 21 points will be deducted, as points have not been credited into your account yet.

Question: CAN I TRANSFER MY CLUB 21 POINTS TO ANOTHER CARDMEMBER?

Club 21 points cannot be transferred to another card member’s account.

Question: CAN I EARN CLUB POINTS WHEN I PURCHASE CLUB 21 GIFT VOUCHERS FOR MY FRIENDS?

Yes. You can earn Club points upon purchase of Gift Vouchers, but no points will be awarded for the usage of vouchers.


Membership Page FAQ (Security)

Question: WHAT HAPPENS TO MY CLUB POINTS WHEN I LOSE MY CARD?

Please report the loss of your card immediately and we will automatically transfer all your Club Points to your new card.

Question: WHAT SHOULD I DO IF I LOSE MY CARD OR IF MY CARD GETS STOLEN?

Immediately report the loss of your card to CRM Department by calling the Club 21 Rewards at +65 6304 1333 (Mon­ ­­– Thur, 9am – 630pm; Fri 9am – 6pm). We will issue you with a Card Replacement Form and replace your card as soon as we have received your form. You may also notify us in writing to CRM Department, Club 21 Pte Ltd, COMO House, 6B Orange Grove Road Singapore 258572 or e-mail us at rewards@club21global.com. A replacement fee of S$10 will be levied (for Regular and Classic Card members only).