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MEMBERSHIP FAQS THAILAND

 

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 www.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 www.Club21Global.com

Your Club 21 Card will be ready to pick up at CLUB 21 Erawan Bangkok within 30 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
CLUB 21 ONLINE - 2 points for every USD0.70

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 SORT OF REWARDS CAN I LOOK FORWARD TO?

From breathtaking getaways, epicurean delights, spa and wellness treats, to an array of lifestyle indulgences, the Card Membership promises one-of-a-kind rewards and privileges that never fail to bring pleasure.
Card members also automatically earn points on all Club 21 purchases, enjoy invitations to Club 21 sale previews, events and shows.

 

Question: WHAT ARE THE LEVELS OF MEMBERSHIP AVAILABLE?

There are four tiers of membership.

Regular Tier
To join: Spend S$500 (sale/ regular-priced items) in a single or in accumulated receipts over a three-month period to qualify.

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

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

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

 

Question: HOW DO I RENEW MY MEMBERSHIP EVERY YEAR?

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 two-year period to renew your Classic membership status for another two years.

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

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

 

Question: HOW CAN I BECOME A CLASSIC MEMBER?

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

 

Question: HOW CAN I BECOME A PRESTIGE MEMBER?

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

 

Question: HOW CAN I BECOME AN ELITE MEMBER?

To join/upgrade: 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 will be ready to pick up at CLUB 21 Erawan Bangkok within 30 working days following 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?

  • Log in to your account here or on our mobile app with your Customer Number or Email and Password. Proceed to: “Update Profile “ page to update your personal details
  • Contact the Club 21 Member Hotline Number at +66 2 254 2121 (Monday to Friday: 9am – 630pm)
  • At any Club 21 boutiques. Just ask for a "Change of Personal Details Form", complete it and submit it to the store.
  • E-mail us at crm@th.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 www.Club21Global.com as well as at SuperNature Singapore stores, Culina Dempsey Singapore, COMO Dempsey Singapore, 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, GBP0.45, 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 Singapore, COMO Dempsey Singapore, COMO Shambhala Urban Escape Singapore and at any COMO Hotels & Resorts.

 

Question: WHY ARE CLUB 21 POINTS GIVEN ONLY ON THE 22ND DAY AFTER MY PURCHASE IS SHIPPED?

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

 

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 or bazaar locations and on purchases that are discounted at 60% and above its original retail price (regardless of purchase location). Points will not be issued on purchases of hampers, promotion items, bulk buys and delivery charges at SuperNature Singapore stores and Culina Dempsey, unless otherwise stated.

 

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

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

 

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 Singapore, COMO Dempsey Singapore, 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.

 


 

 

Membership Page FAQ (Rewards and Redemption)

 

Question: HOW DO I REDEEM MY REWARD?

When using your Club 21 Redemption Dollars at Club 21 boutiques, a One-time Password (OTP) will be sent to your registered mobile number for the purpose of security and prevention of fraud. In order to enjoy the full benefits of this feature, please update your mobile number at crm@th.club21global.com or call Club 21 Member Hotline at +66 2 254 2121 during office hours (Monday - Friday: 9am – 6.30pm).

Any Club 21 3rd party partner redemption requests can be done via the Club 21 Mobile Application, by completing a redemption form in-store or sending an email to crm@th.club21global.com.

Redemption forms are available at all Club 21 boutiques.

 

Question: HOW DO I COLLECT MY CLUB 21 PARTNER REDEMPTION VOUCHER?

You can choose to collect your redemption voucher from any Club 21 boutiques in Thailand.

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 VOUCHER?

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 www.Club21Global.com, SuperNature stores in Singapore, Culina Dempsey Singapore, COMO Dempsey Singapore, 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 GIVE 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 TOGETHERWITH 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, Singapore.

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.

 


 

 

Membership Page FAQ (Your Account)

 

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

You are able to check your point balance online here. Alternatively, you can call our Club 21 member Hotline at +66 2 254 2121 during office hours (Mon – Fri 9am – 6.30pm) to check your points balance. In addition, a statement of account will be e-mailed/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 have not received a statement for over two months, please contact Club 21 member Hotline at +66 2 254 2121 during office hours (Mon – Fri 9am – 6.30pm) or e-mail crm@th.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-day 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 the gift vouchers.

 


 

 

Membership Page FAQ (Security)

 

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 Club 21 Member Hotline at +66 2 254 2121 (Mon to Fri, 9am – 630pm). 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 (Thailand) Ltd., 21st Floor, Park Ventures Ecoplex, 57 Wireless Road, Lumpini, Pathumwan, Bangkok 10330, or e-mail us at crm@th.club21global.com. A replacement fee of THB 250 will be levied.

 

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.