Customer Service
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
- How long will it take to get my order?
- What if my order hasn't arrived after 14 working days?
- How will I know when my order has been shipped?
- How can I track my order?
- Do you ship to my country?
- Do you ship to PO Boxes/APO/FPO Addresses?
- Will there be any taxes/customs duties?
- Why is there a charge for shipping fragrances?
Making Payment
Returns
Loyalty programme
Contacting Us
- Products
- 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:
- All of which can testify to the quality of the products received by our customers.
- 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. Please use the "Special Instructions" box when you checkout to request samples.
- 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.
- 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.
- A. "Nett" in the price column means the selling price of this item is the same as the retail price in the shops. However, such items are still included in the 5% discount when you order 3 or more items and any loyalty benefits you may be entitled to, so the final price is still cheaper than in the shops.
- Privacy & Security
- 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.
- A. All orders are sent from our distribution centre within 24 hours of the order being placed, however actual delivery times will depend on your local postal service. The delivery times listed below are our best estimates.
- Over 25% of deliveries are late due either to customs hold ups or because nobody is at home to sign for and receive the delivery.
- We will refund the extra delivery charge for customs delays but not lack of signatory.
- 4-6 postal working days for capital cities.
- 7-10 postal working days for other destinations.
- 10-14 postal working days for more remote destinations.
- Signature is required for delivery, we suggest having parcels sent to your workplace if you are not able to sign for delivery at home.
- Limited tracking available at least two days after shipment
- All parcels are insured for loss or damage
- Orders cannot be shipped to PO boxes or military addresses
- 10-14 postal working days for most destinations.
- 14-21 postal working days for more inaccessible destinations
- A signature is not required for delivery; we cannot accept claims for loss or damage
- Tracking is not available
- Orders may be shipped to PO Box or military addresses
- US$10 per order when shipped to USA (including Hawaii and Alaska), Canada, Australia and Oceania, and Asia.
- US$15 per order when shipped to Europe, Middle East and the rest of the world
- Express Post is not available for fragrance shipments
- Occasionally, customs inspections may delay delivery by a few days.
- 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.
- 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.
- 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.)
- 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.
- A. It depends on the destination.
- We currently ship to over 200 countries across the globe and most countries (especially the USA, Australia, South Korea) allow free trade over the internet and will not charge any customs duty whatsoever for small packages entering the country.
- VAT will be prepaid for all orders shipped to Denmark, Ireland, the Netherlands, Poland, Spain, Sweden and the UK. This means there will be no additional charges for VAT and most customers will enjoy faster delivery times since there is no customs delay.
- In the event that you are charged VAT, we will reimburse you for your expense. We emphasize this is on a goodwill basis, not on an obligation basis. If you are charged, please collect the package, pay any fees due and submit a VAT refund form, including your customs receipt.
- Please note that all claims for refunds must be made within 6 months of the order date.
- 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 (5% discount for ordering 3 or more items, plus up to 10% discount for loyalty), and shipping for skincare and makeup is still free worldwide.
- Making Payment
- A. We accept all major international credit cards, including virtual cards:
- Visa
- MasterCard
- American Express
- Diners' Club
- 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.
- 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 tranfer 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 - A. 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. For the fastest service, please use the link provided by StrawberryNET as it already contains your order details. - Returns
- A. Any problems with items you receive must be reported to us within 14 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.
- 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
- 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
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- You may have written 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.
- 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 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.
- Q. Why can't I get through on the toll free number?
- A. Please bear in mind that our toll free numbers are international toll free lines, not a normal 1-800 local toll free number. You must use your dial-out code before the 800 number as shown on out Contact Us page. Please also ensure the phone you are using is able to call overseas.
- 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.
Please note:
Free Shipping by Registered Post (Signature required):
Applies to: skincare, makeup and haircare orders only
Delivery times:
Please note:
Free Shipping by Non-Registered Post (No signature required)
Applies to: skincare, makeup and haircare orders only
Delivery times:
Please note:
If you cannot sign for delivery at home, we suggest you send parcels to your work place or an alternate address where someone is available to accept the package
Express Post
Express Shipping Destinations
We are pleased to offer Express Shipping to the destinations listed below. If your location is not included, you can still order from StrawberryNET, however, you must select either Standard Registered or Non Registered mail.
Argentina
Australia
Austria
Bahrain
Belgium
Bermuda
Bhutan
Brazil
Brunei Darus
Cambodia
Canada
Cayman Island
China
Colombia
Cyprus
Czech Republic
Denmark
Egypt
Estonia
Fiji
Finland
Greece
Hungary
India
Indonesia
Ireland
Israel
Japan
Jordan
Kuwait
Liechtenstein
Luxembourg
Macau
Malaysia
Mexico
Netherlands
New Zealand
Norway
Oman
Pakistan
Philippines
Poland
Portugal
Puerto Rico
Qatar
Romania
Russian Federation
Saudi Arabia
Singapore
Solomon Island
South Africa
South Korea
Spain
Sri Lanka
Sweden
Switzerland
Taiwan
Thailand
Turkey
UAE
UK
US
Vietnam
Rates:
Fragrance Orders
Fragrances are shipped separately from skincare and makeup using special arrangements and labeling to conform to international airfreight guidelines. Upon arrival in the destination country the parcels are distributed by the local postal services
Delivery time: 7-10 working days
Rate:
The cost of shipping fragrances is 10% of the total fragrance order, up to a maximum charge of US$15.
Please note:
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.
FREE SHIPPING
Skincare, Make Up, Body Lines
ANYWHERE IN THE WORLD
All Perfume, Fragrance, Cologne separate free U.S. delivery
major cities: 4 - 6 posting days
other areas: 7 - 10 posting days
