“the PRIVATE ROOM” Frequently Asked Questions

BASIC PROGRAM DETAILS

I. What is the PRIVATE ROOM? How can I join?

the PRIVATE ROOM is an exclusive chamber curated for our esteemed M19Minus private customers, providing a premium loyalty shopping experience that elevates your beauty-regimen above and beyond.

To join the PRIVATE ROOM, you must create an account with your full name, e-mail address, phone number (with one-time password OTP verification code) and birth month. Subsequently, you must acquire one membership tier (i.e. the BLACK KEY or the RED KEY).

To become the PRIVATE ROOM Member, follow the guides to first create an account, follow by acquiring a membership tier.

II. What are the benefits of becoming a member?

Member can enjoy exclusive premier offers, ranging from Welcome Bonus, Unlimited Year-Round Savings, Pay with Points, Free-Shipping to Seasonal Surprises, Prestigious Access and more.

For a comprehensive understanding of these benefits, please visit the page here.

III. What is the membership validity? How can I renew my membership?

Upon acquiring a membership tier (i.e. the BLACK KEY or the RED KEY), tier-status, tier-specific Points, benefits and rewards, are valid for 365 days from the date of credit to the member's account.

To renew your membership, simply login to your existing member account and acquire the desired membership tier for continuation.

For detailed guide on renewal or upgrading your membership tier, please visit here.

IV. Is the membership globally applicable?

Yes, membership benefits apply globally on www.m19minus.com and at all M19Minus physical retail locations with the exception of Lane Crawford.

V. Will I be automatically charged for membership extension?

No automatic charges are made for membership extension. Each membership tier must be manually acquired by the member, ensuring full control over membership decisions.

MEMBERSHIP BENEFITS RELATED

VI. How can I check my Point(s) balance?

To view your Point(s) balance, you can simply login to your account via the link here.

Upon successful login, Point(s) balance and other membership benefits will be accessible.

VII. What is Pay with Points? How do I earn and use the Points?

Pay with Points is a member-exclusive benefit allowing members to pay for purchases using Points solely or in combination with other payment methods.

Points are credited immediately upon enrollment, along with additional Welcome Bonus Points as a part of your loyalty reward. Points are valid for 365 days.

For instructions on how to use Pay with Points, please visit here.

VIII. What is Unlimited Year-Round Private Shopping Savings? How is it earned and be used?

This is a benefit available to members who prefer to settle the transaction using payment methods other than Pay with Points.

Member will receive a year-round, unlimited discount applicable to any designated regular-priced items (i.e. excluding the BEAUTY TREASURE and other designated items).

For detailed guide of how to enjoy Unlimited Year-Round Private Shopping Savings, please visit here.

IX. How do I earn the Welcome Bonus Points?

Welcome Bonus Points will be instantly gifted to members upon enrollment.

X. When will my Points, Unlimited Year-Round Private Shopping Savings and Rewards expire?

Under normal circumstances, all Points, benefits and rewards are valid for 365 days from the date they are credited.

For detailed guides of how to use the Points and redeem benefits and rewards, please visit the below links:

XI. Is there any limitation to using Pay with Points and enjoy Unlimited Year-Round Private Shopping Savings?

Kindly note that Pay with Points payment method cannot be used in conjunction with Unlimited Year-Round Private Shopping Savings.

Members can shop with flexibility using Pay with Points solely or in combination with other payment methods, or they can enjoy Unlimited Year-Round Private Shopping Savings by settling with payment methods other than Pay with Points.

XII. Can I use Points or enjoy Unlimited Year-Round Private Shopping Savings by checking out as a guest online?

Unfortunately, the option to use Pay with Point payment method or access other member-exclusive benefits is not available when checking out as a guest online. To enjoy these benefits, please ensure to log in to your account and use your registered email and phone number at checkout.

For detailed guides of how to use the Points and redeem benefits and rewards, please visit the below links:

XIII. Can I also redeem membership rewards when shopping online?

Yes, all member-exclusive benefits are applicable to www.m19minus.com or at M19Minus physical retail locations with exception of Lane Crawford.

For detailed guides of how to use the Points and redeem benefits and rewards, please visit the below links:

TIER UPGRADE & RENEWAL RELATED

XIV. How can I renew or upgrade my current membership tier?

To renew or upgrade your current the PRIVATE ROOM membership tier, simply login to your existing member account and acquire a new desired membership tier.

For detailed guide of how to renew or upgrade your membership tier, please visit here.

XV. What happen if I want to extend my tier to get more points or upgrade to higher status?

A membership statuses, Points, benefits and rewards are valid for 365 days from the date they are credited.

Points from previous tier that have not expired and generated as a code, can be carried forward to the new tier. Points entitled in the new tier will be added to the account at the same time.

In terms of Unlimited Year-Round Private Shopping Savings, regardless of the previous membership tier, the Year-Round Private Shopping Savings percentage will change from the date when the newest membership tier is acquired. It will take up to 24 hours for the updated percentage to be reflected in member's account.

For more details and examples about points and rewards carry forward, please refer to the Terms and Conditions here.

XVI. Can you give me an example of how my Points and other Membership benefits will be carried forward, if I decide to renew or upgrade my current membership tier?

Definitely, please find the below examples.

Points Carry Forward Example:

  • If a member joined and became the BLACK KEY member on April 1, 2024, and used up 7,490 Points, leaving 10 Points in the account. On October 1, 2024, the member decides to upgrade to the RED KEY tier. Therefore, the member has 10 Points (leftover carry forward) + 13,000 Points (the RED KEY Base Points) + 3,000 Points (the RED KEY Welcome Bonus Points) in the account but the carried forward 10 Points will expire on March 31, 2025; 16,000 Points will expire on September 30, 2025.

Unlimited Year-Round Private Shopping Savings Example:

  • A member acquired the BLACK KEY membership tier on April 12, 2024, and is entitled to Unlimited Year-Round 10% Off Private Shopping Savings on designated items until April 11, 2025. However, if he/she acquired the RED KEY membership tier on June 2, 2024, he/she is entitled to enjoy Unlimited Year-Round 18% Off Private Shopping Savings on designated items from June 2, 2024 until June 1, 2025.

For more details and examples about points and rewards carry forward, please refer to the Terms and Conditions here.

OTHERS QUESTIONS

XVII. What happen to my Points if my order is cancelled?

For online orders

  • Points used via Pay with Points will be re-credited to the member's account within 24 hours if the order is cancelled by M19Minus.
  • All membership-entitled rewards, samples and promotional items redeemed online will be handled as follows:
    o If part of the order is cancelled, the rewards, samples, and/or other promotional items will ship with the remaining merchandise in that order.
    o If the entire order is cancelled, these items will not ship as a merchandise purchase is required for their distribution. Any Points redeemed for these items will be re-credited to your account.

For offline retail orders

  • Points used via Pay with Points will be re-credited to the member's account by M19Minus staffs upon order cancellation if an order is cancelled by M19Minus. Please allow up to 24 hours for the Points to reflect in the account.
  • Membership-entitled rewards can still be redeemed at physical retail locations by showing the entitlement on the member's account page to M19Minus staffs despite an associated order is being cancelled.

XVIII. What if I face issues or have other questions regarding my membership?

Please contact our customer service at customercare@m19minus.com