FAQ

FAQ

Get quick access to frequent questions asked on The Cocoa Trees enhanced membership program or download a copy to read at your leisure.

1.What are the benefits of being a member of The Cocoa Trees in-store and in e-Store*?

  • Earn 1 cocoa point with every $1 spent.
  • Redeem $1 rebate with every 50 cocoa points earned.
  • Receive a welcome gift of 10 cocoa points when you sign up as a member.
  • Double the amount of cocoa points earned during your birthday month.
  • Enjoy a one-time 30% discount on regular-priced products during your birthday month.
  • You may earn and redeem cocoa points as well as receive discounts on regular priced products at the same time.
  • Receive exclusive invites to special events and product launches.
  • Be the first to receive news of new product launches, promotions and contests.
  • Be given exclusive opportunities to earn additional cocoa points.

2. How do I qualify as your VIP+ member? What are the benefits of this membership?

  • You will need to accumulate a total spend of $500 within one year of membership cycle to qualify for one year of VIP+ membership.
  • To qualify for another one year of VIP+ membership, you will need to accumulate another $500 spend during the one year of VIP+ membership cycle.
    • For example, you become a member on 10 May 2017 with a membership period of one year expiring 9 May 2018.
    • Due to an accumulated spend of $500 on 15 Aug 2017, you are upgraded as VIP+ Member and it will be valid into the next membership cycle expiring on 9 May 2019.
    • To continue this membership from 10 May 2019 to 9 May 2020, you must make another accumulated spend of $500 from 10 May 2018 till 9 May 2019. Otherwise, your VIP+ membership will return to normal membership. 
  • As a VIP+ member, you will enjoy the following privileges:
    • Earn 2 cocoa points for every $1 spent.
    • Receive an additional 50 cocoa points in your account upon upgrade as VIP+ Member.
    • Be given exclusive opportunities to earn additional cocoa points.
    • Receive a daily welcome gift with any purchase made in-store.
    • Receive a one-time birthday gift during your birthday month with any purchase made in-store.
    • Receive exclusive news on new product launches.
    • Join the priority queue (available at Raffles City and Suntec City outlets only) when making payments in-store.
    • Exclusive invitations to closed-door events.

3. What are some of the terms and conditions I need to know about earning and redeeming points?

  • You can earn cocoa points with purchase of any products at our downtown outlets or via e-Store* on our website, excluding at warehouse outlet, airport and atriums.
  • You will earn 1 cocoa point with every $1 spent in a single transaction. Cocoa points are issued based on the total amount spent after rounding down to the nearest dollar.  
  • You can redeem a $1 rebate with every 50 cocoa points you have in your account. Redemption can only be done in multiples of 50 cocoa points. You may redeem rebates using the cocoa points in your account upon payment both in-store as well as via e-Store*.
  • Cocoa points earned can only be redeemed from the next transaction.
  • Redemption of cocoa points cannot be reversed once processed, unless for refunds with valid reasons.

4. How much does it cost to become a member of The Cocoa Trees and how long will my membership be valid for?

  • Membership is free and valid for life.

 5. Who is eligible to apply?

  • Any individual who is at least 15 years of age and above may apply.

 6. Where can I apply?

7. How long does it take to activate my membership and will there be any membership card issued?

  • Signing up via our website will activate your membership instantaneously.
  • There will not be any membership card issued as our membership is based on a cardless system.

 8. Can I have more than one membership at one time?

  • No, each person is only allowed one membership tied to his/her name and profile.

 9. If I have forgotten user ID and password, what shall I do?

  • Your user ID is your NRIC number.
  • Click on “Forgot Password” at the log-in page, and an e-mail with instructions to reset your password will be sent to the e-mail address you have registered with us.

 10. Can I transfer my membership to another party?

  • No, unfortunately membership is strictly non-transferable.

 11. Will all the personal information that I have submitted online for The Cocoa Trees membership be kept confidential?

  • Yes. All personal data submitted will be kept highly confidential. 

 12. How do I update my profile?

  • You can log-in to your membership account via our website to update your profile.

 13. How do I check the points balance in my membership account?

  • You can login to your account from our website to check the balance of cocoa points in your account.

 14. Can I combine the points held by two different members to make a redemption?

  • No, The Cocoa Trees membership is designated for individual use. No merging of account balances or transfer of points is allowed.

 15. Do I need to go back to the same The Cocoa Trees outlet to redeem my points?

  • No, you may redeem your cocoa points at any of our downtown outlets (excluding at warehouse outlet, airport and atriums) or via the e-Store* on our website.

 16. Can I redeem points to pay for part of my purchase?

  • Yes, every 50 cocoa points you redeem will give you a $1 rebate which can be used to offset the total amount due on your purchase in-store or online*.

 17. If I offset my purchase with rebates redeemed using my points, will there still be points credited to my account?

  • Yes. However, the cocoa points you earn will be calculated based on the nett amount due after cocoa points redemption both in-store and online*.

 18. Is there a maximum limit for points accumulation?

  • No. The more cocoa points you accumulate, the more rebates you can redeem.

 19. Will points be awarded when vouchers are used to make payment?

  • Points are awarded based on the nett purchase value after deduction of discounts and vouchers. Payment that is made using vouchers from shopping malls, The Cocoa Trees discount vouchers and/or The Cocoa Trees Cocoa Vouchers are not entitled to any points.   

20. When will the cocoa points expire? Is there a grace period to redeem points after they have expired?

  • If you are an existing member who joins by 2 Oct 2017, cocoa points will expire one year later on 3 Oct 2018. The next cycle for cocoa points to expire will be from 4 Oct 2018 to 3 Oct 2019.
  • If you sign up anytime from 4 Oct 2017 onwards, the cocoa points you have accumulated throughout the year will expire one year from the start of your membership.
  • For both cases, there will be a one-month grace period for point redemption from date of expiry.
  • Cocoa points that have expired will be forfeited.
    • For example, if you join us as a member on 1 January 2018, the cocoa points you accumulate from 1 January 2018 to 31 December 2018 will expire after 31 December 2018. With the grace period, balance points accumulated by 31 December 2018 will expire one month later on 31 January 2019.
  • Cocoa points that have expired will be forfeited.

21. If the membership system is undergoing maintenance, will I still be able to earn and/or redeem points both in-store and online*?

  • Cocoa points will be credited to your membership account once the system resumes, but unfortunately redemption of points will not be possible when our system is undergoing maintenance.

 22. Can I discontinue my membership with The Cocoa Trees?

 23. What should I do if I encounter problems with my membership or account?

 24. How long do I have to refund an item purchased from your store and at e-Store*?

  • Refund requests with purchases from store must fall on the same day of purchase with receipt provided and with valid reasons given on the spot.
  • Refund requests with purchases from e-Store* must be submitted within 7 days of purchase. The refund will only be approved if the email confirmation or confirmation number, together with pictures of the defective product(s) (where applicable) and other relevant information are emailed to us at enquiries@thecocoatrees.com

 25. How will I receive my refund?

  • Once the refund has been approved, the cocoa points you have redeemed in your original purchase (if any) will be returned to you, while the cocoa points earned from that purchase will be deducted from your account. At the same time, the balance amount (less any discounts) will be returned to you via the same payment mode where purchase is made.
  • No partial refund is allowed.

 26. Can I use points to purchase The Cocoa Trees’ Cocoa Vouchers and Chocolate Vouchers*?

  • No.

 

 *Online store and Chocolate Vouchers will be officially launched in the last quarter of 2017.

THE COMPANY RESERVES THE RIGHT TO AMEND THE TERMS AND CONDITIONS AT ANY TIME AND FROM TIME TO TIME WITHOUT NOTICE TO MEMBERS. IT IS THE SOLE RESPONSIBILITY OF THE MEMBERS TO REFER TO THE WEBSITE AT WWW.THECOCOATREES.COM REGULARLY FOR THE LATEST AND PREVAILING VERSION OF THE TERMS AND CONDITIONS.