Club21 Card
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Frequently Asked Questions
 
General Questions
How do I qualify for the Club 21 Card?
What sort of rewards can I look forward to?
What are the levels of Membership available?
How do I renew my Membership every year?
Will My Club Points Expire?
How can I become a Classic Member?
How long will Club 21 take to process my application?
My personal details have changed, how do I notify Club 21?
Can I use the Club 21 card at Club 21 stores overseas?
Can I earn Club Points at shops places other than Club 21 boutiques?
Will I be able to accumulate club points on sale items?
If I forget to bring my Club 21 Card or if my card is lost, will I still be entitled to my Club Points?

Rewards and Redemption
How many Club Points do I need before I can redeem a Reward?
How do I redeem my Reward?
How do I collect my Reward?
Where can I use my Club 21 Reward Certificate?
How long are Reward Certificates valid?
Can I redeem the same Reward more than once?
Can I give my Rewards Certificate to my friends or family?
How many Rewards Certificates can I use at one go?
Can I still use the Reward Certificate if I don't have my Card with me?
Can I use the Reward Certificate during the Sale? Or together with other promo/gift vouchers?

Your Account
How can I keep track of my Club Points?
How accurate is my Quarterly Rewards Statement?
What should I do if I do not receive my Quarterly Statement?
Will my Club Points expire?
If I return merchandise, what happens to my Club Points?

Security
What should I do if I lose my card or it gets stolen?
What happens to my Club Points if I lose my card?
 
HOW DO I QUALIFY FOR THE CLUB 21 CARD?

Qualifying for membership is simple. Spend RM800 and above in a single receipt at any Club 21 boutique in Malaysia, then complete the application form, available in-store. Attach the receipt to the completed application form and hand it to the cashier for processing. Qualifying receipts must be on normal priced items only. You may also submit your application via post to: Customer Relationship Management, Club Twenty-One Retail (Malaysia) Sdn Bhd, 3.1 3rd Floor, Wisma Concorde, 2 Jalan Sultan Ismail, 50250 Kuala Lumpur. (Please remember to attach your original receipt.)
 
WHAT SORT OF REWARDS CAN I LOOK FORWARD TO?

We've designed two types of Club 21 Rewards for you. Choose Reward Certificates that you can redeem for goods in our stores or make a selection from the hand-picked experiences that we've prepared. Your choices include exotic holidays, spa treatments and fine dining. Truly rewarding. Alternatively, you may choose to donate your Club Points to a charity of your choice. Club Points must be donated in blocks of 5,000 points at RM50 per block. You’ll find a complete list of Rewards in the Club 21 Cardmember User Kit. For more details on charities, please contact the Customer Rewards Hotline at 03 20313110.
 
WHAT ARE THE LEVELS OF MEMBERSHIP AVAILABLE?
There are two tiers of membership. The Club 21 Card membership rewards our valued customers with a variety of new experiences and benefits specially chosen to say "thank you".

The Classic membership is available to Club 21 Cardmembers who earn 40,000 points or more in one year. This membership takes the Club 21 lifestyle to a very exclusive level with personal invitations to a number of desirable events.
 
HOW DO I RENEW MY MEMBERSHIP EVERY YEAR?

Your membership will be automatically renewed, if you earn 8,000 Club Points over a 2-year period from the date of issue. Classic Cardmembers need to accumulate 40,000 Club Points over a 2-year period from date of issue.
 
WILL MY CLUB POINTS EXPIRE?

Yes. All unused Club Points will expire on the expiry date printed on your Card. Redemptions must be completed within 24 months of the date of issue of your Club 21 Card. No Club Points will be brought forward even if your membership has been renewed.
 
HOW CAN I BECOME A CLASSIC MEMBER?

To become a Classic Cardmember, you must first be a Club 21 Cardmember and earn 40,000 Club Points within one year.
 
HOW LONG WILL CLUB 21 TAKE TO PROCESS MY APPLICATION?

Your Club 21 Card and Cardmember User Kit will be ready for collection 4 weeks after receipt of your application. We will contact you via phone or e-mail once your card is ready for collection from a designated store.
 
MY PERSONAL DETAILS HAVE CHANGED, HOW DO I NOTIFY CLUB 21?

If your personal details change, you can let us know:
  1. Via the Customer Rewards Hotline at 03 20313110
  2. At any Club 21 store. Just ask for a 'Change in Personal Details' form, fill it out and submit at the store.
  3. Via email at crm.my@club21.com.sg
  4. Via fax to Club 21 office at 03 20319886
Please allow at least 7 working days for the change in your personal details to be processed.
 
CAN I USE THE CLUB 21 CARD AT CLUB 21 STORES OVERSEAS?

The Club 21 Card can only be used at our boutiques in Malaysia. As a Club 21 Cardmember however, you are entitled to privileges and benefits at Hard Rock Cafés in Asia and various Resorts overseas. Please call the Customer Rewards Hotline at 03 20313110 for a complete list of places where the Club 21 Card is recognised and the benefits available.
 
CAN I EARN CLUB POINTS AT PLACES OTHER THAN CLUB 21 BOUTIQUES?

No. Club Points are exclusively offered to Club 21 Members at our boutiques. You can only accumulate points at the boutiques listed in your Cardmember User Kit.
 
WILL I BE ABLE TO ACCUMULATE CLUB POINTS ON SALE ITEMS?

You may accumulate Club Points on sales items purchased at our boutiques (terms and conditions apply). However, Club Points will not be issued for purchases made at bazaars, collectibles boutiques or any other location (e.g. temporary sale location) which may be determined by Club 21 from time to time.
 
IF I FORGET TO BRING MY CLUB 21 CARD OR IF MY CARD IS LOST, WILL I STILL BE ENTITLED TO MY CLUB POINTS?

For Cardmember's security, we cannot give club Points to customers who do not produce their Cards upon payment.
 
HOW MANY CLUB POINTS DO I NEED BEFORE I CAN REDEEM A REWARD?

Redemptions start from just 5,000 Club Points. So start spending!
 
HOW DO I REDEEM MY REWARD?

Redemption is easy once you’ve selected your Reward. Just complete a Reward Redemption Form and submit it to the Club 21 office or any Club 21 boutique. Redemption forms are available at all our boutiques. Or you can request for one to be faxed or mailed to you by calling our Customer Rewards Hotline at 03 20313110.
 
HOW DO I COLLECT MY REWARD?

You can choose to collect your Reward from one of our selected boutiques. Once you have submitted your Rewards Redemption Form, we will inform you when it is ready for collection. Your Reward will be ready within 4 weeks from the date of receipt of your redemption form.
 
WHERE CAN I USE MY CLUB 21 REWARD CERTIFICATE?

You can use your Reward Certificate at any Club 21 boutique (except collectibles and shop-in-shop boutiques) in Malaysia. And because we may have opened new boutiques, you can call the Customer Rewards Hotline at 03 20313110 for the latest list.
 
HOW LONG ARE REWARD CERTIFICATES VALID FOR?

Reward Certificates are valid for six (6) months from the date of issue and must be used before they expire. Due to the nature of some Rewards, Reward Certificates are non-extendable.
 
CAN I REDEEM THE SAME REWARD MORE THAN ONCE?

Yes. You may redeem a Reward as many times as you want as long as you have sufficient Club Points and the Reward is available. Naturally, Club 21 Reward Certificates will always be available. So you can redeem as many as you like providing you have sufficient points.
 
CAN I GIVE MY REWARD CERTIFICATES TO MY FRIENDS OR FAMILY?

No. All Reward Certificates are issued in the name of the Cardmember and are non-transferable.
 
HOW MANY REWARD CERTIFICATES CAN I USE AT ONE GO?

You're free to exchange as many Reward Certificates as you like for your purchases when you're shopping. However, please check the Terms and Conditions and on the Reward Certificates itself for full details.
 
CAN I STILL USE THE REWARD CERTIFICATE IF I DON'T HAVE MY CARD WITH ME?

For security reasons, we cannot allow Cardmembers without their cards to use their Reward Certificates(s). The Club 21 Card must be presented with the Reward Certificate(s) before you make the transaction.
 
CAN I USE THE REWARD CERTIFICATE DURING THE SALE? OR TOGETHER WITH OTHER PROMOTIONAL/GIFT VOUCHERS?

Reward Certificate(s) may not be used with promotional vouchers, on sale items, discount cards or at Bazaars.
 
HOW CAN I KEEP TRACK OF MY CLUB POINTS?

You are able to check your point balance by calling our Customer Rewards Hotline at 03 20313110 during office hours (Mon-Fri) to check your point balance. We will also mail you a quarterly statement of your point balance.
 
HOW ACCURATE IS MY QUARTERLY REWARD STATEMENT?

Your quarterly 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 quarterly statement.
 
WHAT SHOULD I DO IF I DO NOT RECEIVE MY QUARTERLY STATEMENT?

If you have not received a statement for over 3 months, please contact the Customer Rewards Hotline at 03 20313110 during office hours or email crm.my@club21.bz to let us know and we will send you one immediately.
 
WILL MY CLUB POINTS EXPIRE?

Yes. All unused Club Points will expire on the expiry date printed on your Card. Redemptions must be completed within 24 months of the date of issue of your Club 21 Card. So remember if you have not chosen a Reward, you can always opt for Club 21 Reward Certificates to use in our boutiques.
 
IF I RETURN MERCHANDISE, WHAT HAPPENS TO MY CLUB POINTS?

Only credit notes will be issued for returned goods. Thus no Club Points will be deducted.
 
WHAT SHOULD I DO IF I LOSE MY CARD OR IT GETS STOLEN?

You should immediately report the theft/loss of your card to Customer Relationship Management by calling the Customer Rewards Hotline at 03 20313110. We will issue you with a Card Replacement Form and replace your card as soon as your form is received. You may also notify us in writing to Customer Relationship Management, Club Twenty-One Retail (Malaysia) Sdn Bhd, 3.1 3rd Floor Wisma Concorde, 2 Jalan Sultan Ismail, 50250 Kuala Lumpur. A replacement fee of RM20 will be levied.
 
WHAT HAPPENS TO MY CLUB POINTS IF 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.