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


My Account and My Reviews

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?

We provide free samples when they are available, but we can't guarantee they will be included with all orders.

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 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. All orders will receive FREE shipping anywhere in the world except if your order contains just fragrance items. (To find out why, read our section on Fragrances below.) To qualify for free shipping, just add a skincare or makeup product to your order.

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.

Click here to see shipping details for all countries.


Approximate delivery times

Cost Major cities Most areas Remote areas Signature required?
Standard Shipping FREE 4-6 business days 7-10 business days 10-14 business days No
Fragrance-only orders $10 7-10 days 7-10 days 10-14 days Yes
Express Shipping $25 2-3 days 2-3 days 2-3 days Yes

Standard Shipping

You can expect to receive your order shipped via standard shipping 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.

We suggest having your parcel shipped to your workplace if no one is home during the day to ensure safe receipt.


Fragrances and Home Scents

Fragrances and some home scents 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 shipping on all fragrance-only orders. To qualify for free shipping, just add a skincare or makeup product to your order.

Express shipping is not available for fragrance and home scent orders.

Click here to see shipping details for all countries.


Express Shipping

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.


For $25, Express Shipping orders are delivered anywhere in the world within 2-3 days. This exlcludes any time required for customs clearance, which is out of our control. Fragrance or home scent orders cannot be sent via express shipping.

Click here to see shipping details for all countries.



Courier service

Orders shipped to the following countries can be shipped using a special courier service. This applies only to orders that do not contain a fragrance (and some home scents).

List of Countries with Prepaid VAT Option
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Estonia
Finland
Greece
Hungary
Latvia
Lithuania
Luxembourg
Malta
The Netherlands
Poland
Portugal
Romania
Slovakia
Slovenia
United Kingdom

All VAT and taxes are prepaid using this service so you do not need to pay any more once the order is received. This means that there will be fewer customs delays so you'll receive your order faster.

We highly recommend you use this option to send gifts since the recipient will not be burdened with VAT charges and you can confirm delivery through our order tracking page.

You'll also have access to enhanced order tracking, allowing you to see confirmation of your parcel's delivery.


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, Norway or Egypt.

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 https://www.speedpost.hk/speedpost/sections/mailTracking/mailTracking.jsf.

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 and Germany.)

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.

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, Norway or Egypt.

Q. Why is there a charge for shipping fragrances?

A. At the moment, fragrances 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 for all fragrance-only orders. To qualify for free shipping, read our section on Fragrances & Home Scents.

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, makeup and hair care is still free worldwide when above the minimum order value after total discounts.

Click here to see shipping details for all countries.


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
Diners Club
Paypal
KCP

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 for some countries through the following payment methods:

Boleto

EBANX

Paysbuy

Nordea

Alipay

99bill

Tenpay

BankIn

UnionPay

Paypal China

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 fragrances and some home scents that are classed as 'Dangerous Goods'.

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 and home scents:

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


My Account and My Reviews


General

Q. Why should I create an account?

Register and create an account to enjoy the following personalized services:

  • Quick access to order status, delivery tracking and order history

  • Add multiple addresses for easier checkout options

  • Save your profile for customized offers & services

  • Easy re-ordering of previous orders or products

  • View your loyalty bonus level

  • Add ratings & reviews to products

Q. I'm an existing customer, do I need to register?

If you've shopped with us before, you already have an account but you need to activate it by registering your account and creating a password. This will give you access to new features such as managing order details, order tracking, profile information and creating product reviews. Your check out process will also be faster with the ability to add and save multiple addresses in your address book.

How do I activate my account?

Visit the 'SIGN IN OR REGISTER' page, and fill out the form under the 'Create Your Account' section. Ensure all fields are filled out correctly and click the 'Create Account' button. A verification email will be sent to you with a verification link. Click this link to complete your account activation.

Once this process is complete, you will be able to sign in with your email address and password to view your account.

If you do not wish to create an account for any reason, you may still continue to check out as you always have.

Q. Why is my password not accepted?

Keeping your account details secure is our utmost priority and hence we have strict password requirements. Your password must have a minimum of 8 characters and include a combination of upper case & lower case letters, numbers and symbols (@, #, $).

Q. Help! I forgot my password. What do I do?

To reset your password, click the 'Forgot your password?' link on the Sign In page. Follow the instructions to submit your email address. We will send an email to your registered email address to reset your password. Once submitted, you will be able to sign in again with your new password.

Q. My email address changed. How do I keep my loyalty discount?

Register with your new email address and contact our Customer Service Team to update your account. Once our team has received both your old and new email addresses, your orders from both accounts will be merged instantly. Please note your loyalty bonus level may take up to 12 hours to update.

Q. How do I sign out?

In the top right corner of our website header, hover over your name and click the 'SIGN OUT' button.

Q. Will my information be secure?

Our website fully encrypts your personal data (name, address, credit card number) with a Secure Socket Layer (SSL) which prevents it from being read by anyone over the Internet. For more information about our website security systems, visit our Privacy & Security page.

StrawberryNET.com takes extra measures to safeguard your personal information however for optimum safety, please ensure you sign out of your account after every session.

Profile


Q. Why do you need my profile information?

Information from your profile is used to complete the checkout forms such as your name and mobile phone number. Details such as your gender and birthday are used to send customized information and offers that are as relevant as possible.

You may need to re-enter your password when changing some information such as your mobile phone number and password for added security.

Email Subscriptions


Q. How do I change my email notification preferences?

After logging into your account, visit your 'Email Preferences' page. From here you can edit which notifications you would like to receive. If you wish not to receive promotional emails, click the 'Unsubscribe' link at the bottom of each email we send you.

Please note: as we often prepare email promotions up to 1 week in advance, you may still receive a few more emails from us, but these will eventually stop.

Address Book


Q. How to add/edit/delete addresses?

You can add as many addresses to your address book as you wish. Visit the 'Address Book' page after logging in to your account and click the 'Add New Address' button. After filling in your new address details, this will be automatically saved for selection in check out.

To edit a previously added address, click the pencil icon on the right-hand side of the address nickname. After editing the address details, click the 'Save' button to finish.

To delete a previously added address, click the trash can icon on the right-hand side of the address nickname.

Order Status, Tracking and History


Q. How do I track my order?

Your account gives you easy access to all order numbers and tracking information.

After logging in to your account, go to your 'Order History'. From here you can choose to view either your most recent orders or use the drop down menu to display older orders. In the 'Details' column, click the link 'View Details'. Then on your 'Order Details' page, click the link 'Track this Order'.

Q. Why is my order pending?

Your order might be pending delivery for a number of reasons including pending payment, payment has been rejected or some products in your order are out of stock. We will send you an email shortly after your order has been processed to confirm the issue.

For questions about your order please contact our Customer Service team at orders@strawberrynet.com.

Q. How do I re-order an order or product?

You may re-order select products or entire orders from your 'Order History' page. Re-order an entire order by clicking the 'Re-order' button on the 'Order History' or 'Order Details' page. Re-order select products on the 'Order Details' page using the 'Buy Again' button.

Ratings & Reviews


Q. How do I add a review?

Once your first purchase from StrawberryNET has been dispatched, you will be able to add reviews to all products on our website. From the 'My Reviews' page in your account, you will be able to add reviews to all your previous purchases. To add reviews to products you have not purchased from us before, you can visit their product detail pages. Click the 'Write a Review' button to add your review.

Q. How long before my review is published?

Reviews are usually posted within 72 hours after being checked by our Reviews Approval Team . We will send you an email once your review has been published.

Q. Why was my review not published?

Your review was likely not published because it contained content that was not relevant to your experience of using the product. We will reject any reviews that contain the following: delivery times and shipping details, product authenticity and batch codes, customer service issues and inappropriate language.

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 English e-mails within one hour. If you have not received any reply within 24 hours, please check the points below before sending a follow-up message:

  1. 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 has not been received by the recipient.
    • You may have used the wrong e-mail address. Please check our e-mail addresses on the Contact Us page and try again.
    • 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.
  2. You may not be able to receive e-mails sent by StrawberryNET.
    • The messages may be filtered out by your anti-spam software since you haven't added the StrawberryNET email address into your address book. Please add our e-mail addresses to your address book or contact list.
    • 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.

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