FAQs

ACCOUNT

  1. How can I register an account on Club of Five?
    • You can register Here or Log In from any page at the right top of our website. 
  2. How do I can get for Club of Five Newsletters?
    • You can subscribe to our newsletter at the footer of any page of our website.
  3. What would I do if I forgot my username or passwords?
    • Go to My Account and click Forgot your password? An auto-generated email will be sent to your registered email address to create a new password.
  4. How can I change my personal information?
  5. How do I want to unsubscribe from our newsletter?
    • To stop subscribing to our newsletter, you can directly refer to our customer service which can be contacted at Contact Us. Please note, this process can take 24 to 48 hours to complete.

ORDERS & PAYMENT

  1. What payment methods does Club of Five accept?
    • Club of Five accepts the following types of payment method, which is:
      • Virtual Account (Bank Mandiri, Bank BNI, Bank BRI, Bank Permata)
      • E-Wallet (Gopay)
      • QRIS (For payment choose Gopay payment method)

Or you can refer to our Payment Options by clicking Here.

  1. Can I use multiple methods of payment?
    • At this time, we only accept one payment method of transaction per order. 
  2. Can I cancel or change my order?
    • Items that have been ordered cannot be canceled or changed products that have been purchased. If you want to exchange the product, please refer to our customer service.
  3. Why was my payment method declined at checkout?
    • Please Contact Us, customer service will be given guidance on why your order cannot be processed at checkout.

Possible reasons for a decline payment method include:

  • The card limit has been reached
  • The card information entered is wrong
  • The signal of your phone is poor
  1. I didn't get a confirmation email. What should I do? 
    • Please refer to our customer service at Contact Us by telling us the problems you are having.
  2. Is the online payment method secure? 
    • The online payment is completely secure. Your bank details information are protected because we use a trusted payment gateway that is well encrypted by SSL (Secure Sockets Layer) protocol. This means that your data will be transferred directly encrypted and in a secure way.

SHIPPING & DELIVERY

  1. How long is the shipping process?
    • Depending on the delivery service that has been chosen at checkout, delivery times will vary. Below are delivery services provided along with each delivery time. (Please be note - The delivery time is already in the responsibility of the expedition)
      1. J&T Express 
        1. Regular (2 - 7 business days)
      2. JNE 
        1. Yes (< 1 day) 
        2. Regular (1 - 7 business days)
        3. CTC - Regular (2 - 4 business days)
        4. CTCYES - Next Day (< 1 day) 
      3. Sicepat
        1. Next Day (1 day)
        2. Regular (1 - 2 business days)
  2. How do I track the status of my orders?
    • Once your item(s) have shipped, you will receive an email confirmation in which there is a receipt number that you can track according to your choice of your expedition. If you need further assistance tracking your package, please contact the expedition of your choice.
  3. Do you offer same day delivery? 
    • We do not provide same day delivery.
  4. Can I pick up my orders offline?
    • Unfortunately, for the meantime we only accept online delivery or purchases. 
  5. I have received an order but there are items that are missing?
    • Your order can be fulfilled from Club of Five. For more detailed information, you can directly refer to the customer service of Club of Five by clicking Here.
  6. How can I change my delivery address? 
    • We are unable to modify your shipping address after you place an order.

EXCHANGES & RETURNS

  1. How can I exchange or return my product?
    • Return of goods can be done by making direct contact with customer service of Club of Five by clicking Here. The return time given is 7 days from the date it was received.

Please for the return of goods must be complete from receipt of goods.

For more information, please refer to our Return Policy.

  1. I just received a defective or wrong item. What should I do?
    • Return of goods can be done by making direct contact with customer service of Club of Five by clicking Here. The return time given is 7 days from the date it was received.

Please for the return of goods must be complete from receipt of goods.

For more information, please refer to our Return Policy.

  1. Can I return or exchange sales or discounted items?
    • Due to the limited number of products availability, discounted items cannot be exchanged. 
  2. How long does the refund take to reach my bank account?
    • Refunds will be returned via bank transfer with a maximum processing time of 7 days. Please note, this will happen after all approvals have been approved. 
  3. Is the shipping fee refundable?
    •  Yes, we will return the total amount of your transaction.

PRIVACY

  1. Will my personal information be safe?
    • Your personal data is confidential and secure. For more detailed information, please see our Privacy Policy.