FAQs

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StrawberryNET.Com Frequently Asked Questions

Hundreds of customer enquiries are received by us every day, so in order to provide easier access to information by our customers we have listed below some of the more common questions we receive. Of course, our Customer Services Department is always ready to help and can be reached at any time via e-mail.


Products


Privacy & Security


Shipping and Delivery


Making Payment


Returns


Loyalty programme


Contacting Us


Products


Q. Are all your products fresh and genuine?

A. Definitely, 100%. We never sell anything other than genuine brand items on our website.

Our products are sourced from around the world, so a small number of the products sold on our website may look slightly different from what you have at home, but the products are still 100% genuine and produced by the original manufacturer for that particular brand. For example, a product sold in the US may differ in appearance from the same product sold in France or Japan, but the product is still genuine.

Freshness is also 100% guaranteed as we keep all our stock in a temperature controlled environment prior to shipping and subject to regular quality control checks.

We are highly rated by the following popular websites:

See StrawberryNET.com Reviews at Bizrate.com

All of which can testify to the quality of the products received by our customers.

Q. Do you provide samples?

A. Sometimes. Please note we have some of the lowest prices on the internet together with free shipping. As we purchase from our suppliers at only the best prices, additional samples are not always supplied. However, we do include free samples in orders if they are available. Please note free samples can only be sent included with an order.

Q. Would you be able to find something not listed on your website?

A. Quite possibly. We have an extensive global supplier network which ensures our product range is the largest anywhere on the internet so we just might be able to find what you're looking for, even if it's been discontinued in your country. If you have ordered an item before but don't see it listed anymore, it is most likely just sold out. We are normally able to replenish stock within a week so keep checking regularly. Unfortunately we are unable to notify individual customers when stock arrives or when the next shipment is coming in, so please keep checking the website for the latest stock update.

Q. I have x type skin, with y characteristics and z problems. What type of product would suit me best?

A. Our speciality is sourcing all major brands, from all around the world and selling at the lowest prices on the net, with free shipping and a loyalty programme offering significant discounts on top of the best prices. To be able to do this we operate on a very tight cost budget and do not employ the skin or color specialists, nor the technology to answer this type of question comprehensively. Rather than try and just give you an answer, we would rather be honest and suggest you obtain these answers elsewhere, from the brands or specialist sites, and then use us to repeat purchase at the best price.


Privacy & Security


Q. Are my details secure?

A. Yes! All the information we ask for when you place your order is essential for us to process your order and keep you up to date on the latest offers available from StrawberryNET.Com. We use the latest SSL encryption (128 bit) technology to ensure all your details are kept secure. We do not sell, rent or otherwise pass on any of your details to other parties. Ever.

Shipping and Delivery


Q. How long will it take to get my order?

A. We offer FREE shipping anywhere in the world except if your order contains just fragrance items. (To find out why, read our section on Fragrances below.).

Once we have received your payment, your order will usually be dispatched within 24 hours and you will receive an email confirmation once it ships. You can also check your order status through our website at any time.


Approximate delivery times

Cost Major cities Most areas Remote areas Insured? Signature required?
Registered post FREE 4-6 business days 7-10 business days 10-14 business days Yes Yes
Non-registered post FREE 10-14 days 10-14 days 14-21 days No No
Express post US$10 2-3 days 2-3 days 2-3 days Yes Yes

Registered post

You can expect to receive your order shipped via registered post within 4-6 days to major cities, 7-10 days for other destinations and 10-14 days for more remote areas. If you have not received your order after 14 business days please contact us.

All orders shipped via registered post are insured for loss or damage. Please note that a signature is required for delivery. We suggest having your parcel shipped to your workplace if no one is home during the day to sign for your delivery.


Non-registered post

Most customers will receive their order in 10-14 days, however it may take 14-21 days for more remote destinations.

Orders to military addresses or PO boxes must be sent via non-registered post.

A signature is not required for delivery and tracking is not available. We cannot accept claims for loss or damage. We generally recommend you send your order via registered post.


Fragrances

Fragrances are considered to be "dangerous goods" so we are required to comply with international airfreight guidelines for shipping. This greatly increases our shipping costs so we must charge a small fee for fragrance-only orders.

* We charge 10% of the total amount of your fragrance-only order, up to US$15.00. To qualify for free shipping simply add a skincare or makeup product to your order.

Express shipping is not available for fragrance orders.


Express post

Orders will be delivered anywhere in the world within 2-3 days. Fragrance orders cannot be sent via express post.

The shipping rate varies by destination:

  • US$10 for orders shipped to the USA (including Alaska and Hawaii), Canada, Oceania (excluding Australia), New Zealand and China.
  • US$15 for orders shipped to Europe, the Middle East, Asia (excluding China), Australia and the rest of the world.

Most delivery delays are due to unavoidable customs checks or because no one is home to sign for the delivery. We will refund the extra charge for orders held in customs, but not for delays due to lack of a signature.



VAT, taxes and duties

We ship to over 200 countries worldwide.

Over 90% of orders are delivered without additional customs charges, especially in USA, Australia and New Zealand.

In the event that you are charged VAT or additional taxes when your order is delivered we will reimburse for your expense. We do this on a purely goodwill basis as we are not obligated to cover VAT costs.

To be reimbursed for your expense, please collect your package and pay any taxes and keep the receipt. You can then submit a VAT claim through our website and we will refund the amount of the charge. All refund claims must be made within 6 months from your order date.

Please note that this service is not available for orders shipped to China, Japan, New Zealand, Australia, Singapore, Brazil, Argentina, UAE, Oman or Norway.

Q. What if my order hasn't arrived after 14 working days?

A. All information supplied to us by the postal services is automatically updated in our online tracking service.

If your order has not been delivered within the expected delivery time, please contact your local postal services using the postal reference number provided in your shipping status email.

If you are unable to find your order, please contact us and we will gladly follow up on your behalf. Remember to include your order number on all correspondence to ensure prompt service.

Q. How will I know when my order has been shipped?

A. After placing your order, an e-mail confirmation will automatically be sent to you with your unique order number.

Please add our e-mail orders@strawberrynet.com to your address book, or ensure you have disabled any spam filters you may have so that our e-mails can be received.

You can also check your order status and postal reference number here.

An e-mail will also be sent to you when your order has been shipped which will have the date and reference number for your package. Orders are shipped within 24 hours after the order has been placed.

Q. How can I track my order?

A. If your order was shipped by Express Post then you can track your order through http://www.hongkongpost.com.

You can also use your own country's postal service's website if they have an EMS tracking option available online.

For registered airmail, only limited tracking is available and only after a certain period of time from the date of dispatch, normally 10 working days.

Please note no tracking is available for non-registered airmail.

Q. Do you ship to my country?

A. Yes. We can ship to anywhere on the planet that receives regular postal services.
(Please note that we're currently unable to ship to addresses in France, Italy, Monaco, Germany and Turkey.)

Q. Do you ship to PO Boxes/APO/FPO Addresses?

A. Yes, we can ship to valid PO Box and military addresses. However, we can only ship by non registered post to such addresses as this is the only method that does not require a signature on receipt. Please note if you choose this option, which we don't recommend, you are accepting liability for non delivery for whatever reason. Non registered post cannot be tracked.

Q. Will there be any taxes/customs duties?

A. It depends on the destination.

We ship to over 200 countries worldwide.

Over 90% of orders are delivered without additional customs charges, especially in USA, Australia and New Zealand.

In the event that you are charged VAT or additional taxes when your order is delivered we will reimburse for your expense. We do this on a purely goodwill basis as we are not obligated to cover VAT costs.

To be reimbursed for your expense, please collect your package and pay any taxes and keep the receipt. You can then submit a VAT claim through our website and we will refund the amount of the charge. All refund claims must be made within 6 months from your order date.

Please note that this service is not available for orders shipped to China, Japan, New Zealand, Australia, Singapore, Brazil, Argentina, UAE, Oman or Norway.

Q. Why is there a charge for shipping fragrances?

A. At the moment, fragrance must be shipped using special procedures to comply with international postal regulations. Unfortunately this dramatically increases our transport costs so we regret that we have been forced to now charge a small fee to cover these costs. Please note that the charge is 10% of the value of the fragrances in your order, and the maximum shipping cost for any fragrance order is US$15, which still reflects excellent value.

Please also note that all discounts are still applicable to fragrance shipments (1-5% Buy More Save More discount, plus up to a 10% loyalty discount), and shipping for skincare and makeup is still free worldwide.


Making Payment


Q. Do you take xxxxxxxx Card?

A. We accept all major international credit cards, including virtual cards:

Visa
MasterCard
American Express
Discover
JCB

We also accept Paypal payments to paypal@strawberrynet.com.
Please remember to never send your complete credit card details in a single e-mail as this is not secure. If you must send the details by e-mail, please split the number into two parts and send in separate e-mails to be safe.

Q. I don't have a credit card. How else can I pay? Cash On Delivery?

A. Money order and bank draft payment is available by special arrangement. Please contact us here for details.

Offline transfer is also available. You can use your online bank page or another convenient way for you to transfer money (such as ATM).

Cash On Delivery (COD) is available for customers in Japan only:

New Customer---free
2nd order and future orders---US$6
Purchase over US$100---free

Note that COD is not available for certain products.

Q. How can I pay you through PayPal?

A. There are two ways to pay through PayPal. The express way is to select the 'Checkout with PayPal' option in the shopping cart. Remember to enter your email address first. You will be taken to the PayPal site to continue the payment process.

The other way is upon reaching the payment section of the checkout process, select the 'PayPal' payment option and input your registered PayPal e-mail address in the space provided. Once your order has been confirmed and you have received your order number and final total, you will be taken to the PayPal site to complete payment.

We will also send you a follow up email with a link to complete your payment.


Returns


Q. What happens if I'm not happy with the product I receive?

A. Any problems with items you receive must be reported to us within 30 days of receipt. We guarantee money back refund without question if you are dissatisfied in any way. Items must be returned in the original condition in which they were received.

Our site is aimed at customers who have already purchased and experienced the product, either its use in the case of skincare, or smell in terms of perfume, or color in terms of make up. If you have ordered the wrong product, then you can still return for a full refund but please note that the items must be unopened and unused.

If there is any defect in the product on receipt then it may be returned to us for a refund at that time.

Please contact our orders department at orders@StrawberryNET.com before returning anything so we can inform you where to send and how to arrange the refund.

Returned items will be refunded using the same method used to make payment for the order. Return postage will be reimbursed in case of damaged, defective or incorrectly sent items and will be credited using the same method used to pay for the order, or through store credit in special circumstances.

Important note on returning fragrances:

Please check your fragrance orders carefully, as fragrances can NOT be returned under any circumstances due to international aviation restrictions.

Loyalty programme


Q. I placed multiple orders today, but I got the same discount for each order?

A. Orders are added to your loyalty record only once they are shipped.

If you place an order before your previous order has been shipped then they will reflect the same discount, but your cumulative total will still be increased once the order is shipped.


Contacting Us


Q. Why aren't I receiving answers to my emails?

A. Please note that we endeavour to answer all e-mails within one hour. If you have not received any reply with 24 hours, please check the points below before sending a follow-up message.

If you haven't received a reply with 24 hours, this could be because:

Your message may not have been received by StrawberryNET.

If you receive any messages to your mail-box with the subject "Returned mail" or "Non-delivered mail", your message is not received by the recipient. This might be caused by two factors

  1. You may have written the wrong e-mail address. Please check our e-mail addresses on the Contact Us page and try again.
  2. Your e-mail settings may be preventing you from sending e-mails overseas. Some e-mail providers prevent some e-mails being sent abroad. Please check with your e-mail provider for further details.

You may not be able to receive e-mails sent by StrawberryNET.

  1. The messages may be filtered out by your anti-spam software since you haven't added the StrawberryNET into your address book. Please add our e-mail addresses to your address book or contact list.
  2. If you use your company's offical e-mail server, there may be restrictions on receiving non-registered e-mails. Please check with your system administrator to remove the restriction.

AOL users in particular should ensure their accounts are enabled to receive e-mails from us.

Q. Why can't I get through on the toll free number?

All countries except Australia, Japan, New Zealand, South Korea, United Kingdom and the USA must use a dial out code before the 800 number shown. This is because these toll-free numbers are international toll-free lines. Please also ensure that the phone you are using is able to call overseas.

For Australia, Japan, New Zealand, South Korea, United Kingdom and the USA the numbers listed are local toll-free numbers and no dial out code is required.

If you still can't get through or your country is not included in our toll free phone service, you can call us directly on +852 2591 0300 or +852 2811 5399 24 hours a day, 7 days a week.

Still have questions? Please e-mail here.

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