Support center & FAQ

The unknown charge is a bank authorization

When you place an order, ClubOn contacts the issuing bank to confirm the validity of the payment method. Your bank reserves the funds until the transaction processes or the authorization expires. This reservation appears immediately in your statement, but it isn't an actual charge

If you cancel your order, the authorization is removed from your account according to the policies of your bank. Contact your bank to clarify how long they hold authorizations for online orders.


I see a charge on my credit card that I don't recognize

If you see a purchase or credit card charge you don't recognize, check with any family members, friends or coworkers who may have had access to your device or permission to use your card.

If you believe your ClubOn account has been compromised, sign in to change your password. From your Account security, Edit the Password and change your ClubOn password.

If you still need help, you'll be asked to provide as much information as possible to help us resolve your issue. For your security, please don't include your full bank account information.

Unfortunately, we do not offer exchanges at the moment, but you can place a new order and initiate a return of the existing order. Almost all items are eligible for returns and refunds within 90 days from the purchase date. The few exceptions are for:

- Clothing items that have been worn, washed, damaged, or have had tags, packaging, or hygiene stickers removed, or are part of an incomplete set. - Items specifically labeled as non-returnable. - Some free gifts.

If your items are eligible for a return, you may follow the steps below to start your return process:

1. Sign into your account.

2. Find the relevant order under 'Your orders' and click 'Return/Refund'.

3. Confirm that you have received the package, and select the item(s) you would like to return and the reason for the return. If applicable, you may also upload photos and/or comments to further explain.

4. Confirm the return information, and click 'Next'.

5. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a ClubOn credit balance or credit to your original payment method. Make your selection and click 'Submit'.

6. All eligible items can be returned in their original condition within 90 days of purchase for a full refund.

If you would like to request return and refund of additional items before shipping out the return package, please follow the instructions on the return details page and choose to use the same return label. Then you can ship back the additional items together and avoid return shipping fees.

After you apply for your return, you will need to return your package within 14 days. You can reference the status of your refund or rebuy any items from your order on your order details page.

For more information about our return and refund policy, please refer to the link below: https://clubon.shop/policies/refund-policy

We're sorry to know that you can't find your order. You can choose the following ways to find your orders.

If you don't want to receive email, push, or SMS-related notifications, you can open the ClubOn app, go to 'You' >'Settings' > 'Notifications' and choose 'Edit' to set your preferences.

You can also go to ClubOn.com and click your username in the top right comer of your screen. Click 'Notifications' on the left sidebar and then choose 'Edit' to set your preferences.

You can click the link below to select your notification preferences: http://clubon.shop/login

Beware of spam messages, emails, and phone calls! Scammers frequently use these communication methods to steal personal and financial information. To protect yourself, we recommend that you do not respond to these messages or calls, and avoid clicking on links in emails or text messages from unknown sources. If you're uncertain about the legitimacy of a message, it's better to be safe and report it to us. If you require assistance, please contact our customer service team, and we will investigate your reports thoroughly to ensure your information stays safe and secure.

At ClubOn, the safety and security of our customers' data and transactions are paramount. We're dedicated to providing a secure online shopping experience and protecting your privacy and personal information. If you encounter any suspicious activity or concerns about your privacy or security on ClubOn, please report it to us immediately.


1. Identifying and Reporting Fake ClubOn Ads, Posts, or Accounts

Recognizing ClubOn Fakes

- ClubOn fakes may include unauthorized use of the ClubOn logo, misleading offers, or phishing attempts.

- Authentic ClubOn communications will never ask for your password or personal information via social media or other unofficial channels.

Reporting Procedure for Fake ClubOn Representations

- To report suspected fakes, contact us at http://clubon.shop/login, providing details of the encounter.

- Include screenshots or links to the suspicious content, if possible.

Follow-Up Actions by ClubOn

- We review all reports thoroughly and take necessary actions, including legal measures, to protect our brand and customers.


2. Unauthorized Use of ClubOn's Content

Identifying Misuse of ClubOn's Content

- Misuse includes unauthorized replication of product listings, use of ClubOn's branded materials, or false association claims.

- Content that lacks official ClubOn verification or seems out of place with our brand standards is likely not authorized.

How to Report Misuse of ClubOn's Content

- Report misuse via [specific reporting channel], detailing the nature of the infringement and providing any available evidence.

ClubOn's Response to Intellectual Property Violations

- ClubOn takes intellectual property rights seriously and will pursue appropriate actions to cease misuse and safeguard our brand integrity.


3. Reporting Financial Fraud or Scams

Identifying Signs of Fraud or Scams

- Indicators include unsolicited requests for payment information, offers that seem too good to be true, or pressure to act quickly.

Reporting Financial Fraud or Scams

- Report financial fraud or scams to http://clubon.shop/login, including details like transaction dates, amounts, and any communication received.

ClubOn's Commitment to Investigating and Addressing Fraud

- ClubOn collaborates with legal and financial entities to investigate fraud cases and takes measures to prevent future incidents.


4. General Guidance on Reporting Suspicious Activities

When and How to Report

- Report any suspicious activities as soon as they are noticed via http://clubon.shop/login.

Importance of Timely Reporting

- Prompt reporting helps us take swift action and potentially prevent others from being affected.

ClubOn's Process for Handling Reports

- All reports are handled confidentially and investigated promptly, with customer updates provided as necessary.


5. Protecting Your Account and Personal Information

Tips for Account Security

- Use strong, unique passwords for your ClubOn account and change them regularly.

- Monitor your account for any unauthorized activity and update your security settings frequently.

Avoiding Phishing and Scams

- Be cautious of emails or messages that request personal information or direct you to unfamiliar websites.

- ClubOn will never ask for your password or sensitive information via email.

Contacting ClubOn for Security Concerns

- For any security concerns, contact ClubOn support directly through our official website or customer support.

Don't worry-if you haven't received your package, there are a few things that we can do:

1. Verify your shipping address. Go to the "Your orders" page on ClubOn.com or your ClubOn app to confirm your order's shipping details

2. If the address is confirmed, major packages are usually found to be accidentally misplaced. Look around your mailbox or drop-off location to see if the courier left your package near your house, in your mailbox, in front of your garage, or on your lawn.

3. Check if someone else accepted the package on your behalf. Ask your family, neighbors, or other household members to see if they accepted the delivery for you.

4. Sometimes a package can be marked as delivered when the courier is able to arrive at your address, but fails to make the delivery when they aren't able to reach you. Please check your phone messages and emails to see if the carrier notified you of a failed attempted delivery.


If there was a failed attempted delivery or you still aren't able to recover your package, the best thing to do is to contact the carrier directly. Please have your tracking number ready and refer to the numbers below to call your carrier for more information:

- ONEX: (+374) 60 750 350
- 139EXPRESS: 4000666139
- HayPost: +374 10 514-514



If you've tried the above steps but still can't find your package, please contact our customer service team for help.

There are two reasons why you may be missing items from your order.

1. Your order is overweight due to excess items.

For overweight orders, we may split the order and ship it out in multiple packages so that you get the other items in your order as quickly as possible. We will then ship out the remaining products as soon as they are processed. You can view details about your order in the 'Your orders' page of your ClubOn account. Click 'track' next to your order so that you can see if your items were split into multiple packages.

2. Items went missing during packing or transportation.

If you are missing an item from your order and it is not scheduled to be sent in another package, you may request a refund by the following steps:

- Click 'You' from the ClubOn app > 'Customer support' > 'Contact us', or click 'Support' on the top of ClubOn.com, then click 'Chat with ClubOn'

- Send 'missing item' and select the order you need help with

- Click 'Select missing item(s)'

- Select the item(s) and the quantity that is missing

- Upload the details of the missing item(s) and click 'Next'

- Select your refund method

- Click submit to request a refund for your missing item(s)

Once ClubOn issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a ClubOn credit refund that can be used in the future purchase, it will be swiftly added to your ClubOn Credit Balance within 3 minutes.

You may track your refund progress through any of the following ways:

1. Please go to 'Your orders' in ClubOn app or on ClubOn.com, find the corresponding order and click to view its details. Scroll to the refunded item and click 'Details'. You can then check your refund status and refund method for each refunded item.

2. Please go to your account in ClubOn app or on ClubOn.com, find the 'Messages' section and click your refund message notification to view the details.

3. If you enabled text or email notifications for your order, you can click on the links there to track your refund status as well. Once ClubOn issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a ClubOn credit refund, it will be swiftly added to your ClubOn Credit Balance within 3 minutes.

When you shop on ClubOn, your orders are safe under the ClubOn Purchase Protection Program which offers refunds for items that do not arrive, arrive damaged, or are not as described. You may be asked to send the item back before your refund can be issued. Please note that this amount may not match the full price of the items since sales taxes, shipping, used coupons and credit are taken into account.

To report an item as damaged or not as described, please follow the steps below to request your refund:

1. Sign into your account.

2. Find the relevant order under 'Your orders' and click 'Return/Refund'.

3. Confirm that you have received the package, and select the item(s) you would like to return and the reason for the return. You will have the option to choose from a variety of reasons including 'Defective item' or 'Item defective or doesn't work', or other reasons. If applicable, you may also upload photos and/or comments to further explain.

4. Confirm the return information, and click 'Next'.

5. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a ClubOn credit balance or credit to your original payment method. Make your selection and click 'Submit'.

6. If you need to return your item(s), you will have the option to choose your return method. Select your return and refund methods. Then, click 'Submit'.

7. If applicable, print and tape your return label to the outside of your return package. The first return for EVERY order is free. Mail out your package at the nearest HayPost location and you're done!

You can reference the status of your refund or rebuy any items from your order on your order details page.

ClubOn is a safe shopping website. We care about our customers' privacy and data security.

We can assure you that all of our payment links have PCI certifications. We work with major payment providers like Visa, Mastercard, PayPal, Apple Pay, and Google Pay, which all have stringent consumer protection policies and state-of-the-art technology in place to protect our customers' payment data.

We also describe in detail how we collect, use, and protect your personal information in our Privacy Policy, which can be found in ClubOn's Privacy and Cookie Policy

Protecting Your Data and Transactions on ClubOn

1. Advanced Security Protocols: ClubOn employs advanced security measures to protect your personal and payment information. This includes the use of secure socket layer (SSL) technology to encrypt data during transmission.

2. PCI DSS Compliance: Our compliance with the Payment Card Industry Data Security Standard (PCI DSS) ensures that your card information is handled securely throughout every transaction.

3. Regular Security Audits: We conduct regular security audits and updates to stay ahead of potential threats, ensuring that your shopping experience is both safe and secure.

Tips for Safe Shopping on ClubOn

1. Create a Strong Password: Use a unique and strong password for your ClubOn account and update it regularly.

2. Monitor Your Account: Regularly check your account for any unauthorized activity and report any problems immediately.

3. Beware of Phishing Scams: Be cautious of emails or messages that ask for personal information or direct you to a website other than ClubOn. Always verify the authenticity of such information.

Our Commitment to Your Privacy

1. Transparent Data Usage: Our Privacy Policy details how we collect and use your information.

2. No Unnecessary Data Sharing: We do not share your personal information with third-party merchandise partners on ClubOn, ensuring your data remains confidential and secure.

3. Customer Consent and Control: You have control over your personal information. We seek your consent for any data processing and provide options to manage your privacy settings.

In Case of Concerns

1. Reporting Security Concerns: If you encounter any security concerns or suspicious activities, you can report them directly through our secure channels.

2. Customer Support Access: Our customer support team is always available to assist you with any queries or concerns about your safety and privacy.

ClubOn's Safe Shopping Guarantee

1. Refund and Return Policies: In the rare event of an issue with your order, our comprehensive refund and return policies are in place to ensure your satisfaction.

2. Verification of merchandise partners: We rigorously verify all merchandise partners on ClubOn to maintain a safe and trustworthy shopping website.

3. Secure Payment Processing: With secure payment processing, your transactions on ClubOn are always protected.

Ensuring a Safe Shopping Experience Shopping on ClubOn is not just about finding great deals; it's also about feeling secure and protected. We continuously evolve our security measures to ensure that you can shop with confidence, knowing your data and other information are safe with us.