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| StrawberryNET.Com Frequently Asked Questions |
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| 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. |
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Products |
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Are all your products fresh and genuine?
Do you have a catalogue?
Do you provide samples?
Would you be able to find something not listed on your website?
I have x type skin, with y characteristics and z problems. What type of product would suit me best?
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Privacy & Security |
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Are my details secure?
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Delivery |
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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?
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Payment |
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I don't have a credit card. How else can I pay? Cash On Delivery?
How can I pay you through PayPal?
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Returns |
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What happens if I'm not happy with the product I receive?
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| Products |
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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:
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| All of which can testify to the quality of the products received by our customers. |
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Q. Do you have a catalogue?
A. No, but everything available is listed on our website with photos and general descriptions. Our website is updated in real-time ensuring everything listed is available for immediate shipment. |
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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. Samples can be requested using the special instructions box when you checkout. |
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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. If the item you're looking for has not been relisted after a week, please contact us and we can advise when new stock is likely to arrive.
Contact our products department at info@StrawberryNET.com. |
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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. |
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| Privacy and Security |
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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. |
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| Delivery |
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Q. How long will it take to get my order?
A. Please note that this is only a rough guide. Delivery times will depend on the postal services in your area. All orders are sent from our distribution centre within 24 hours of the order being placed.
For Free Shipping (Registered Post, signature required for delivery):
4-6 postal working days for capital cities.
7-10 postal working days for other destinations.
10-14 postal working days for more inaccessible destinations.
NB: We suggest having parcels sent to your workplace if you are not able to sign for delivery at home.
For Free Shipping (Non Registered Post, no signature required on delivery):
10-14 postal working days for most destinations.
14-21 postal working days for more inaccessible destinations.
(please note that secure delivery cannot be guaranteed with this shipping option and it cannot be tracked)
For Express Post:
2-3 days to anywhere in the world. Express Post is trackable online at http://www.hongkongpost.com
Rates for Express Post shipping are:
USA (including Hawaii and Alaska), Canada, Australia and Oceania, Asia = US$10 per order
All of Europe, Middle East, Rest of the World = US$15 per order
For Express Post, please note 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 charge for customs delays but not lack of signatory.
If your order has not been delivered within the times shown above, please contact your local postal services using the postal reference number provided in your shipping status. This is e-mailed to you when your order is dispatched (see 'How do I know when my order is shipped?' below).
You can also check your order status and postal reference number here.
Please note that occasionally customs inspections may also delay delivery by a few days.
Still can't find your order? Please contact our orders department at orders@StrawberryNET.com
IMPORTANT: Please include your order number on ALL correspondence to ensure prompt service. |
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Q. What if my order hasn't arrived after 14 working days?
A. Delivery times do vary and depend on the postal service to the destination. While there is some limited tracking available for registered airmail, the best option would be to check with your local post office as sometimes notice of attempted delivery may have been misplaced. Contact details of your local post office can be obtained through the website of your country's postal service. We may be able to trace your parcel if it isn't at your local post office, but please note that a full trace will take a minimum of 7 days due to postal requirements. |
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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. |
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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. The tracking websites are the same as mentioned above.
Please note no tracking is available for non-registered airmail. |
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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.) |
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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. |
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Q. Will there be any taxes/customs duties?
A. It depends on the destination. We currently ship to over 150 countries across the globe and most countries (especially the USA, Australia, Japan, South Korea) allow free trade over the internet and will not charge any customs duty whatsoever for small packages entering the country.
For the current time, we will endeavor to assist and cover in cases where duty is charged, but we emphasize this is on a goodwill, not on an obligation basis. If you are charged customs then please collect the package, pay any fees due and then e-mail, fax or post your receipt to us and we will reimburse you.
E-mail info@StrawberryNET.com
Fax +852 2811 5138
Or post to:
StrawberryNET.Com
Customer Services Department
Strawberry Fields,
No.4, A Kung Ngam Village Road,
Shau Kei Wan,
Hong Kong.
IMPORTANT: Please include your order number on ALL correspondence to ensure prompt service.
Please also note that all claims for refunds must be made within 3 months of the order date. |
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| Payment |
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Q. I don't have a credit card. How else can I pay? Cash On Delivery?
A. We can accept any orders from around the world using these major cards:
Visa
MasterCard
American Express
Diners' Club
Discover
JCB
Payment is also accepted through Paypal to paypal@strawberrynet.com.
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 |
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Q. How can I pay you through PayPal?
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. If you choose not to pay immediately, you can choose instead to proceed directly to https://www.PayPal.comto send your payment using the "Send Money" function.
Please note that Paypal invoices will NOT be sent to your account after your order is placed. Our registered PayPal e-mail address is paypal@StrawberryNET.com. |
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| Returns |
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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 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. |
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| Still have questions? Please e-mail here. |
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the fresh cosmetic company