NEW IN
BABIES
BOYS
GIRLS
LIFE
LABELS
KINDRED
SALE

MEMBERSHIP PROGRAMME

MEMBERSHIP FAQs

 

MEMBERSHIP PAGE FAQ (GENERAL)

 

Question: HOW DO I QUALIFY AS A CLUB21 MEMBER? 

Simply accumulate 1,000 Club21 points in a single receipt or in accumulated receipts over 12 months (from date of first purchase) on your purchases across the COMO Group at: 

- Club21 boutiques in Singapore, Hong Kong, Indonesia, Malaysia, Taiwan and Thailand 
- Online at Club21Global.com and Kids21.com
- SuperNature stores in Singapore
- Grandiflora + Culina at COMO Dempsey 
- COMO Dempsey 
- COMO Shambhala Urban Escape Singapore 
- Kids21 
- Dover Street Market Singapore

For applications made in-store, simply scan the QR code to fill in the application form and send in your entire receipt(s) to rewards@Club21global.com for processing. 

For applications made online or via the Club21 Rewards app, simply fill in the application form and send in your entire receipt(s) to rewards@Club21global.com for processing.  

Once your membership has been approved, your Club21 digital membership card can be easily accessed on the Club21 Rewards app.

 

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

Club21 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 Club21 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 Club21 Regular Tier.

As of 1 October 2021, we will be introducing new points multipliers for you to earn more points when you shop across the COMO Group. Terms and conditions apply.

Tiers Points Calculations (For Singapore only) Points Calculations (Other countries)
Regular SINGAPORE - 2 points for every SGD1 MALAYSIA - 2points 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 - 2points for every AUD1
INTERNATIONAL - 2 points for every USD0.7
Classic SINGAPORE - 4 points for every SGD1
Prestige SINGAPORE - 5 points for every SGD1
Elite SINGAPORE - 6 points for every SGD1

Example:

As a Classic member, a Singapore receipt of SGD200 is equivalent to 800 points; A Club21 Online receipt of USD87.50 is equivalent to 250 points
Total points earned = 1050 points
 

Question: WHAT ARE THE LEVELS OF MEMBERSHIP AVAILABLE? 
There are four tiers of membership. 

Regular Tier
To join: Spend SGD500 or accumulate 1,000 points on sale/ regular-priced items in a single or in accumulated receipts over a three-month period to qualify.
To renew: Accumulate 1,000* Club21 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 SGD500 in the first year of membership. 

Classic Tier
To join/upgrade: Spend SGD15,000 or accumulate 30,000 Club21 points over a 12-month period to qualify. 
To renew: Accumulate 30,000 Club21 points over a three-year period to renew your Classic membership status for another three years. 

Prestige Tier
To join/upgrade: Spend SGD50,000 or accumulate 100,000 Club21 points over a 12-month period to qualify. 
To renew: Accumulate 100,000 Club21 points over a three-year period to renew your Prestige membership status for another three years. 

Elite Tier
To join/upgrade: Spend SGD100,000 or accumulate 200,000 Club21 points over a 12-month period to qualify.
To renew: Accumulate 200,000 Club21 points over a three-year period to renew your Elite membership status for another three years.  

 

Question: HOW LONG WILL CLUB21 TAKE TO PROCESS MY APPLICATION? 

Any application submitted via Kids21 Website, Club21 Website, COMO Dempsey Website, SuperNature Website or the Club21 Rewards App will be processed instantly. Incomplete applications will not be processed until all mandatory information is provided. 

 

Question: MY PERSONAL DETAILS HAVE CHANGED, HOW DO I UPDATE IT? 
 

Club21 Rewards App 
Simply log in with the email address registered to your Club21 account, tap on My Account and update your personal details on “My Profile”. 
 

Web
Simply Log in here with your Customer Number or Email and Password. Click on the "Update Profile" page to update your personal details.

Contact us
E-mail us at rewards@Club21global.com

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

 

Question: CAN I USE THE CLUB21 CARD AT CLUB21 STORES OVERSEAS? 

Yes. The Club21 Card can be used to earn points 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, Grandiflora + Culina at COMO Dempsey, COMO Dempsey, COMO Shambhala Urban Escape Singapore, Kids21, Dover Street Market 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 CLUB21 POINTS AT PLACES OTHER THAN CLUB21 BOUTIQUES? 

Club21 points can be earned across the COMO Group: 

- Club21 boutiques in Singapore, Hong Kong, Indonesia, Malaysia, Taiwan and Thailand 
- Online at Club21Global.com and Kids21.com
- COMO Shambhala Urban Escape, Singapore
- COMO Dempsey 
- Grandiflora + Culina at COMO Dempsey  
- Kids21
- Dover Street Market Singapore 
- SuperNature Singapore Stores
- COMO Hotels & Resorts 

 

Question: WILL I BE ABLE TO ACCUMULATE CLUB21 POINTS ON SALE MERCHANDISE? 

Club21 points will not be issued on purchases made using vouchers as payment, during bazaars, at Club21 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 ACROSS THE COMO GROUP?  

You can redeem your points for member-only experiences and products exclusively featured on the Club21 Rewards App.  

Points earned can also be redeemed instantly to offset your regular-priced purchases across the COMO Group: 

- Club21 boutiques in Singapore, Hong Kong, Indonesia, Malaysia, Taiwan and Thailand 
- COMO Shambhala Urban Escape, Singapore
- COMO Dempsey 
- Grandiflora + Culina at COMO Dempsey  
- Kids21 
- Dover Street Market Singapore 
- SuperNature 
- COMO Hotels & Resorts 

 

Question: ARE CLUB21 POINTS GIVEN IMMEDIATELY UPON PURCHASE? 

For in-store purchases made in Singapore, Club21 points will be reflected in your account 1 day after the purchase. 

For in-store purchases made in Hong Kong, Indonesia, Malaysia, Taiwan, Thailand, at Grandiflora + Culina at COMO Dempsey, COMO Dempsey, COMO Shambhala Urban Escape, Singapore, Kids21 and at Dover Street Market Singapore, COMO Hotels & Resorts, Club21 points will be reflected in your account instantly after the transaction is completed. 

For purchases made on Club21global.com and Kids21.com, Club21 points will be reflected in your account 11 days after your purchase is delivered. 

 

Question: WHY ARE CLUB21 POINTS GIVEN ONLY 11 DAYS AFTER MY ONLINE PURCHASE IS DELIVERED? 

Our returns policy allows for items to be returned within 10 days. Club21 points will be given when the returns shipping window has closed. 

 

Question: HOW ARE MY CLUB21 POINTS EARNED AT CLUB21 ONLINE CALCULATED TOWARDS TIER RENEWAL AND/OR UPGRADE? 

Club21 points earned from Club21 Online will qualify towards membership tier upgrade and/or renewal from the date that Points are credited to the Card member’s account.  

 


 

MEMBERSHIP PAGE FAQ (REWARDS AND REDEMPTION)

 

Question: HOW DO I REDEEM MY REWARD?

Redeem In-App 
Simply download the latest version of the app by searching for "Club21 Rewards " in the App Store or Google Play, log in with the email address registered to your Club21 account, and access the range of rewards and experiences under the ‘All Rewards’ tab. 

Redeem on Web 
You can redeem rewards by logging in to your account and selecting from the range of rewards under the 'Redeem Rewards' tab. 

Offset your purchases  
Simply inform the staff at any Club21 boutique, SuperNature Singapore store, Grandiflora + Culina at COMO Dempsey, COMO Dempsey, COMO Shambhala Urban Escape Singapore, Kids21 and at Dover Street Market Singapore or COMO Hotels & Resorts that you would like to redeem your Club21 Points instantly to offset your purchases. Quote your Club21 membership number at the point of payment or reservations to redeem your points.  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. 

  

Question: HOW DO I COLLECT MY REWARD REDEMPTION? 

App redemption 
The location for collection will be stated on each redemption under “How to use voucher”. Upon successful redemption, our team will inform you once it’s ready for collection.  

Web redemption 
You can choose to collect your redemption voucher from any of the specified locations. 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 CLUB21 POINTS? 

Points can be redeemed instantly to offset your regular-priced purchases across the COMO Group at: 

- Club21 boutiques in Singapore, Hong Kong, Indonesia, Malaysia, Taiwan and Thailand 
- Online at Club21Global.com and Kids21.com
- SuperNature stores in Singapore
- Grandiflora + Culina at COMO Dempsey
- COMO Dempsey  
- COMO Shambhala Urban Escape Singapore 
- Kids21 
- Dover Street Market Singapore 
- COMO Hotels & Resorts 

Terms and Conditions apply. 

 

Question: CAN I TRANSFER MY CLUB21 POINTS 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 REDEEM MY CLUB21 POINTS IF I DO NOT HAVE MY CARD WITH ME? 

Yes, simply access your digital card via the Club21 Rewards app.  Alternatively, you may provide your membership number with a verified photo identification card at the cashier.    

 

Question: CAN I USE MY CLUB21 POINTS DURING SALES OR TOGETHER WITH OTHER PROMOTIONS/GIFT VOUCHERS? 

Points are not valid for use: 

- During sales, in conjunction with any other promotions, with the use of selected promotion vouchers, at Club21 Collectibles, any sale or bazaar locations, at store-in-stores in Hong Kong and Indonesia, and on consignment and selected products, unless otherwise stated.   
- On transactions below SGD50 at Culina at COMO Dempsey. 
- On transactions below SGD150 at COMO Shambhala Urban Escape, Singapore and COMO Hotels & Resorts. 
- 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 CLUB21 POINTS? 

You can check your point balance online or via the Club21 Rewards App. Alternatively, a statement of account will be emailed to you every month.  

 

Question: HOW ACCURATE IS MY CLUB21 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 CLUB21 STATEMENT? 

If you haven’t received a statement for over two months, please contact the Club21 Rewards at +65 6304 1333 (Mon – Thu, 9am – 6.30pm; Fri 9am – 6pm) or e-mail rewards@Club21global.com to let us know and we will send you one immediately. 

 

Question: WILL MY CLUB21 POINTS EXPIRE? 

From 1 August 2013, points are valid for as long as your Club21 membership remains active. This means you are now entitled to roll over your points, however long your membership remains active.

The following updates will take effect from 1 October 2021.

For Regular members, points are valid for 24 months from date of transaction. Existing points balance as at 1 October 2021 will expire 31 October 2023.

For Classic, Prestige, Elite members, points are valid for 36 months from date of transaction. Existing points balance as at 1 October 2021 will expire 31 October 2024.

You can log in to your registered account here to track your points balance and expiry.

 

Question: WHAT HAPPENS TO MY CLUB21 POINTS WHEN I RETURN MERCHANDISE? 

For Club21 in-store merchandise, only credit notes will be issued. Thus, no Club21 points will be deducted. Similarly, upon utilisation of credit notes, no further Club21 points will be issued. 

For Club21 Online merchandise, if the return was made within the 10-day returns window, no Club21 points will be deducted, as points have not been credited into your account yet. 

  

Question: CAN I EARN CLUB POINTS WHEN I PURCHASE CLUB21 GIFT VOUCHERS FOR MY FRIENDS? 

Yes. You can earn Club21 points when you purchase Gift Vouchers, but no points will be awarded for the usage of 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 by calling the Club21 Rewards hotline at +65 6304 1333 (Mon – Thu, 9am – 63.0pm; Fri 9am – 6pm) or e-mail us at rewards@Club21global.com. 

As of 1 October 2021, physical membership cards will no longer be issued or replaced. You will have the flexibility to continue using your existing physical card or access your digital membership card on the Club21 Rewards app with ease.

 


 

MEMBERSHIP PAGE FAQ (MOBILE APP)

 

Question: HOW DO I DOWNLOAD THE APP?  

Download the latest version of the app by searching for "Club21 Rewards " in the App Store or Google Play. 

 

Question: HOW DO I LOG INTO THE APP? 

Simply log in with your Club21 account. If you’re unsure which email address is registered, contact us for assistance at rewards@Club21global.com 

 

Question: HOW DO I RESET MY PASSWORD ON THE MOBILE APP?  

If you’ve forgotten your password, click on the ‘Retrieve Password’ button on the login page. An email with instructions on how to reset your password will be sent to your registered email. If you’re unsure which email address is registered, please fill in the contact form under Contact Us for assistance. 

 

Question: HOW DO I USE MY VOUCHER ON THE MOBILE APP? 

Once you have redeemed a reward voucher, it will be available for use in My Wallet. 

 

Question: ONCE I'VE REDEEMED A REWARD ON THE MOBILE APP, IS THERE A VALIDITY PERIOD FOR ME TO USE THE REWARD?  

The validity period of each reward varies and is reflected on each reward listing. Once you’ve redeemed the reward, you’ll also be able to check the validity period of the reward in My Wallet. 

 

Question: CAN I REDEEM THE SAME REWARD ON THE MOBILE APP FOR MORE THAN ONCE?  

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

 

Question: HOW CAN I KEEP TRACK OF THE REWARDS THAT I HAVE REDEEMED OR USED ON THE MOBILE APP?  

You can check your rewards history under the ‘Used’ tab in My Wallet. 

 

Question: WHAT IF I NEED TO CANCEL OR CHANGE MY BOOKING ON THE MOBILE APP?  

If you wish to cancel or change your booking, simply fill in the contact form under Contact Us. One of our team members will assist you with your request as soon as possible. 

 

Question: WHAT ELSE CAN I DO ON THE APP?  

*Get access to limited edition redemptions items and exclusive experiences
*Make priority reservations at all our restaurants 
*Redeem rewards and experiences instantly 
*Track the accrual and usage of your points in real-time 
*Access your digital membership card at your convenience 

 

 

© 2022 KIDS 21 PTE LTD