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RETURNS & EXCHANGES

RETURN POLICY

It is important to us that you are completely satisfied with your purchase. We offer free return shipping on your eligible return when you return your package via UrbanFox in Singapore and DHL internationally, our exclusive carriers. Our exclusive couriers will process your return on a Duty Delivery Paid (DDP) basis, meaning that you do not have to pay any import fees to return your package to our warehouse.

ELIGIBLE RETURNS

All items returned must have a Return Merchandise Authorisation (RMA) and be collected by UrbanFox within Singapore and DHL Internationally to allow easy identification and prompt processing. We will return unauthorised packages to customers at customer’s cost. A RMA should be requested online within ten (10) calendar days and sent back within fourteen (14) calendar days of receiving your order.

Items should be returned in their original packaging, (including the Club 21 Signature packaging) unused, and with all Club 21 and designer garment tags still attached. Returns that are damaged or soiled will not be accepted and may be returned at customer’s cost, which may include return shipping and additional duties & taxes. Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return. All shoes should be tried on a carpeted surface before wear, as shoes with markings of any kind will not be accepted for returns.

Return shipping is free for all orders shipped with free shipping based on threshold amount or during a specified promo period.

REFUNDS

Non-Singapore Orders – 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.

It may take up to 30 days for your bank to process your refund to your credit card.

HOW TO RETURN

If you wish to return an item, a Return Merchandise Authorisation (“RMA”) should be requested within ten (10) calendar days of receiving your order. To ensure proper identification, free shipping and customs clearance of your return package, we only accept returns through our RMA process with UrbanFox and DHL.

To request a RMA simply visit the “My Account” section of the website, choose “Online Orders” and select the Order for which you wish to make a return. Select the item(s) and the reason for your return. Select the item(s) you wish to return and the reason for your return, and an email with the approved RMA number will be sent to you with necessary shipping and customs documentation. Print all received documentation and contact the outlined courier for collection. Collection must be made within (14) fourteen days of receiving your order.

For International Customers please contact your local DHL Express customer service. Contact details can be found on the DHL Express site here.

DHL Express will process your authorised return on a Delivery Duty Paid (DDP) basis, meaning that you do not have to pay for any import fees to return your package to our warehouse.


EXCHANGES

We do not accept or process exchanges. Please return your original purchase and place a separate order for an alternative product.

FAULTY ITEMS

Should you receive an item that is faulty or damaged, please follow the return process and contact us immediately by emailing our Customer Service. Please ensure that all garment tags remain attached as per the standard return policy. We will issue a replacement or refund upon receipt of the item.

Merchandise is considered faulty when there is a defect in the manufacturing. If this occurs within six months of purchase, we will offer to repair the item. If it cannot be repaired or the same product is not available, you are entitled to a refund if it is a defect in the product. Club 21 will refund you the full value paid for any faulty item, including any applicable duties, taxes, and shipping.

Items that are damaged as a result of normal wear and tear are not considered to be faulty.

Please email us at CustomerService@Club21Global.com for assistance in processing your faulty item.