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.
- Are all your products fresh and genuine?
- 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?
Privacy & Security
Shipping & Tax
- What are the shipping costs?
- How long will it take to get my order?
- What if my order hasn't arrived after 14 postal 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?
Point Rewards Program
- How to enroll?
- How can I start earning points?
- How do I use my points?
- Is there any minimum purchase to use points?
- What if after using my points, my cart doesn't meet the minimum value for Free Shipping?
- Can I earn points through Guest Checkout?
- Do my points expire?
- What if I made several orders using different currencies?
- What if I cancel my order or make a return?
- What if my order is partially refunded?
- When will I see my points in my account after a purchase?
- I see my points are under the Pending status. What does that mean?
- My balance has negative points. What does that mean?
- Can I transfer points to my friend as a gift?
Friend Referral Program
- Friend Referral Program
- Who can refer a friend?
- How does it work?
- I'm new to Strawberrynet. How do I start?
- I've been using Guest Checkout. How can I start inviting friends?
- How do I use my coupon?
- I've received referral links from multiple friends. How do I get my coupons?
- How long does my HK$40 Coupon last?
- Where can I find my coupon?
- Which credit or bank cards can I pay with?
- I don't have a credit card. How else can I pay?
- How can I pay through PayPal?
My Account and My Reviews
- Why should I create an account?
- I'm an existing customer, do I need to register?
- Why is my password not accepted?
- Help! I forgot my password
- My email address changed. How do I keep my loyalty discount?
- How do I sign out?
- Will my information be secure?
- Why do you need my profile information?
- How do I change my email notification preferences?
- How to add/edit/delete addresses?
- How do I track my order?
- Why is my order pending?
- How do I re-order an order or product?
- How do I add a review?
- How long before my review is published?
- Why was my review not published?
Discounts & Promotions
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:
All of which can testify to the quality of the products received by our customers.
Q. Do you provide samples?
We gladly provide free samples but they are subject to availability, so 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 specialty is sourcing all major brands from around the world, offering a great loyalty programme and significant special offers. 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 & Tax
Q. What are the shipping costs?
A. Please check here for more details.
Q. How long will it take to get my order?
A. Please check here for more details.
Q.What if my order hasn't arrived after 14 postal 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 in 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 firstname.lastname@example.org 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 ship to anywhere on the planet that receives regular postal services.
(Please note that we're currently unable to ship to addresses in France, Monaco and Turkey.)
Q. Do you ship to PO Boxes/APO/FPO Addresses?
A. Yes, we ship to valid PO Box and military addresses. However, we 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 currently ship to over 190 countries excluding France, Monaco, and Turkey.
Effective from 20 April 2020, we will no longer cover VAT claims. In the event that your order is charged taxes or other additional charges, you are responsible for all expense occurred, which is not refundable.
Point Rewards Program
Join the program and discover a more rewarding way to shop. You can earn points on every purchase you make. These points can be used at checkout towards future purchases. Use your points once your shopping bag reaches $300.00, with no limit to how many points you can spend!
Q: How to enroll?
Once you have registered an account with a password, you will be automatically enrolled in our Point Rewards Program.
Q: How can I start earning points?
A: Earning points is simple! Each purchase you make will earn points, and the more you buy the more you earn!
Regular Orders Rewards = 2%
2% of your total order value will be converted into points. Your total order value includes all shipping fees, surcharges and taxes. If your order value total was HKD100, you will receive 2 points. Your points will be credited to your account 7 days after you successfully complete your purchase.
Q: How do I use my points?
A: Simply checkout as normal and apply the points before you pay. You can also see your point balance in your account. Points are applied to your order after cash coupons and discounts are applied, but before shipping and surcharges are calculated.
If you are shopping in a region where the smallest unit of currency is 1 (such as Japan, Korea, Indonesia, Chile, Iceland, Taiwan, or Iran), the smallest number of points you can apply to your order is 1. In other regions, the minimum amount is 0.1 point.
Q: Is there any minimum purchase to use points?
A: Yes, you must have a minimum of $300.00 in your shopping bag to use points.
Q: What if after using my points, my cart doesn't meet the minimum value for Free Shipping?
If your cart total falls under $300.00 after your points have been applied, you are required to pay shipping costs as well as any fragrance or hair care surcharges incurred.
For example, if your cart value is $309.00 and you apply 10 points, your cart value will become $299.00, which is below the minimum spend for free shipping. Shipping costs will be added to your final order value.
Q: Can I earn points through Guest Checkout?
A: Orders made through Guest Checkout will not earn points at this time. Please register a Strawberrynet account with a password, and you will be able to earn points with every order.
Q: Do my points expire?
A: Yes. Your points are valid for 90 days after you have earned them. You can check your point balance in your account page where you will see the expiry dates. Once your points expire, you will no longer be able to use them.
Q: What if I made several orders using different currencies?
A: All Strawberrynet accounts are automatically tied to the local currency of its country's website. Your earned points will be based in the currency of the country where you made your purchase. For example, if you purchased from our Australia site using AU$, your points will be earned at the AU$ equivalent price and can only be used on our Australia site. You will not be able to spend the points you earned from our Australia site on any other country's websites.
Q: What if I cancel my order or make a return?
A: If you have made a return, the points earned from that purchase will be deducted from your account.
Additionally, any points deducted on a cancelled purchase will be returned to your Points Balance.
Q: What if my order is partially refunded?
A: If your order is partially refunded due to an item being unavailable or you have requested to have it removed, the points earned from any unshipped item will be deducted from your account.
Additionally, any points deducted on a cancelled purchase will be returned to your Points Balance.
Q: When will I see my points in my account after a purchase?
A: Your earned points will be effective 7 days after your order has been successfully completed. Once you have made a purchase, your points will show up as Pending in your account. After 7 days, the points will be ready for use.
Q: I see my points are under the Pending status. What does that mean?
A: After you have placed your order, the points you have earned will show up as Pending in your account. It may take up to 24 hours after you successfully place your order for the points to appear under Pending. After 7 days, these points will become Earned Points, and will be ready for you to use. Points that you have spent will show up as Used.
Q: My balance has negative points. What does that mean?
A: If your order has been refunded, earned points from that order will be deducted from your account. The deduction will occur regardless of how many points you have. Therefore, there is a chance that your point balance may become negative. Negative points have no expiry date, and you can only use points when your account balance is positive.
Q: Can I transfer points to my friend as a gift?
A: Points are not transferrable between accounts.
Friend Referral Program
Q. Who can refer a friend?
A. Anyone who has a Strawberrynet account and who has made at least one purchase in the past can start referring their friends!
Q. How does it work
A: Login and go to your account Invite Friends section. You'll be able to see your personal referral link! Send your friends and family the referral link through email or any social media account. Once your friends click it, login or create an account, they will receive a HK$40 coupon for their purchase. As soon as your friend has made a successful purchase within 30 days, you will also receive a HK$40 Coupon!
Q. I'm new to Strawberrynet. How do I start?
A. If you were referred here by a friend, create an account using the referral link you received.
Q. I've been using Guest Checkout. How can I start inviting friends?
A. To start inviting friends, you will have to first create an account using the email you used to checkout previously.
Q. How do I use my coupon?
A. Make sure you're logged into the account you created when you first came here. Once you've added the products you want to your cart, you will be able to use your coupon on a cart total of US$80. Your coupon will appear as an option at checkout, so just click on it to use it! Please keep in mind that your coupon is only valid for 30 days from the day you clicked the referral link.
Q. I've received referral links from multiple friends. How do I get my coupons?
A. You will only be able to use the coupon from one of the referral links. The very first referral link you click will be the one that takes effect. Each customer can only be referred by someone else once. However, once you have made a purchase, you will be able to refer your own friends through this scheme and potentially get up to 100 coupons on successful referrals!
Q. How many friends can I invite through this scheme?
A. You can invite as many friends as you want! However, only the first 100 successful referrals will earn you a US$10 Coupon. A successful referral means that the friend you referred made at least one purchase within 30 days.
Q: How long does my HK$40 Coupon last?
A: Each HK$40 Coupon will expire after 30 days. So make sure you use it before then!
Q. Where can I find my coupon?
A. Your coupon will be automatically added to your account, so make sure you're signed in to use it!
Q. Which credit or bank cards can I pay with?
A. We accept all major international credit cards, including virtual cards:
Q. I don't have a credit card. How else can I pay?
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:
We endeavour to make checkout as smooth as possible by displaying prices in local currencies. However, not all local currencies are supported by payment gateways. Depending on which payment method you choose, there may be cases in which your order cannot be charged in the local currency that is displayed. If this happens, your order will be charged in a different currency. Rest assured, we will always show you the currency that you are being charged in on the checkout page before you make any payments.
Please note that due to currency fluctuations, the final total shown on the order confirmation may differ slightly from the actual charge in your own currency.
Q. How can I pay 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.
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 7 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.
For DHL Express and Aramex Express orders, we will not refund the postage costs to return any items due to delivery failure where there is inaccurate handling such as incorrect entry of address and inability to contact the recipient on the delivery date. Your refund will be completed via the original payment method, excluding the delivery costs.
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
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 'Register' section. Ensure all fields are filled out correctly and click the 'Register' 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.
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.
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.
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 email@example.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.
Discounts & Promotions
Why isn't my offer showing in checkout?
- Check to make sure your offer has not expired. Offers end at midnight Eastern Standard Time (UTC-5).
- Offers that are automatically applied during checkout cannot be combined with coupon codes or other offers.
- The offer may only be used once per customer.
- Only one coupon code may be used per order.
- The offer has additional brand or sale exclusions. Please check the original offer terms and conditions.
- Offer cannot be used during the following storewide sales:
- Extra 10% Off All Orders
- Extra 10% Off Makeup
- Extra 10% Off Skincare
- Extra 10% Off Fragrance
- Extra 10% Off Haircare
- Extra 10% Off Men's Skincare
- Extra 10% Off Men's Cologne
- Extra 10% Off Home Scents
How do I get a promotion code?
Subscribe to our emails and social media channels to unlock exclusive discounts and nab some fabulous free gifts from your favourite beauty brands!
Q. Why aren't I receiving answers to my emails?
Please note that Customer Service hours are Monday to Saturday from 9:00 a.m. to 6:00 p.m. and Sunday: Off. If you have not received any reply, please check the points below before sending a follow-up message:
- 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.
- 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 official 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.