Saame iga päev sadu kliendipäringuid. Et klientidele ligipääsu info juurde lihtsustada, oleme koostanud loetelu levinumatest küsimustest. Loomulikult on ka meie klienditeeninduse osakond alati valmis aitama ja on e-posti teel igal ajal kättesaadav.
- Kas kõik teie tooted on uued ja ehtsad?
- Kas te pakute näidiseid?
- Kas võite leida midagi, mida pole teie kodulehel loetletud?
- Mul on x-tüüpi y-tunnuste ja z-probleemidega nahk. Milline toode sobiks mulle kõige paremini?
Privaatsus ja turvalisus
Transport ja maksud
- What are the shipping costs?
- Kui kaua läheb, et oma tellimust kätte saada?
- What if my order hasn't arrived after 14 postal days?
- Kuidas ma teada saan, millal mu tellimus on ära saadetud?
- Kuidas ma saan oma tellimust jälgida?
- Kas te saadate kaupu minu riiki?
- Kas te saadate kaupu postkontoritesse või militaaraadressidele?
- Kas kauba hinnale lisandub tollimaks või mõni muu maks?
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 use my Loyalty Discount and earn points at the same time?
- 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?
- 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
K. Kas kõik teie kaubad on uued ja ehtsad?
V. Kindlasti 100%. Me ei müü oma veebilehel kunagi midagi muud kui ehtsaid kaubaartikleid.
Meie kaubad on pärit mitmelt poolt maailmast, seega võivad mõned meie veebilehel müüdavad esemed näida pisut erinevad neist, mis on Teil kodus, kuid kaubad on siiski 100% ehtsad ning toodetud iga kaubamärgi originaalvalmistaja poolt. Näiteks USA-s müüdav kaup võib erineda samast Prantsusmaal või Jaapanist müüdavast kaubast, kuid see on siiski ehtne.
Ka kaupade värskus on 100% tagatud, kuna me hoiame oma kaupa reguleeritava temperatuuriga keskkonnas ja teostame regulaarset kvaliteedikontrolli.
Meid hinnatakse kõrgelt järgmistel tuntud veebisaitidel:
See kõik annab tunnistust meie klientidele saadetud kvaliteetsest kaubast.
K. Kas te pakute näidiseid?
We gladly provide free samples but they are subject to availability, so we can't guarantee they will be included with all orders.
K. Kas võite leida midagi, mida pole teie kodulehel loetletud?
V. See on väga võimalik. Meil on lai ülemaailmne tarnevõrk, mis tagab meie tootevaliku ning on suurim kõikjal internetis, nii et oleme võimelised leidma, mida otsite, isegi kui toodet enam teie riigis ei müüda. Kui olete toodet varem tellinud, kuid ei näe seda enam loetelus, on toode tõenäoliselt välja müüdud. Me täiendame oma varusid nädala jooksul, nii et külastage meie lehte regulaarselt. Kahjuks ei saa me kliente eraldi teavitada uue kauba saabumisest, nii et palun kontrollige veebisaidil regulaarselt kaubaseisu.
K. Mul on x-tüüpi y-tunnuste ja z-probleemidega nahk. Milline toode sobiks mulle kõige paremini?
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.
Privaatsus ja turvalisus
K. Kas minu andmed on turvatud?
V.Jah! Kõik andmed, mida me teilt tellimuse käigus küsime, on meile vajalikud, et teie tellimus täita ning hoida teid kursis viimaste StrawberryNET.com-i pakkumistega. Me kasutame kõige uuemat krüpteerimistehnoloogiat (SSL, 128 bit), et tagada kõigi teie andmete turvalisus. Me ei müü, rendi ega levita muul moel teie andmeid kõrvalistele isikutele. Mitte kunagi.
Transport ja maksud
Q. What are the shipping costs?
A. Please check here for more details.
K. Kui kaua läheb, et oma tellimust kätte saada?
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.
K. Kuidas ma teada saan, millal mu tellimus on postitatud?
V. Pärast tellimuse esitamist saadetakse teile automaatselt e-posti teel kinnituskiri koos unikaalse tellimuse numbriga.
Palun lisage aadress email@example.com oma e-posti aadressiraamatusse või tehke kindlaks, et mõni rämpsposti filter ei takista meie e-kirja kättesaamist.
Teil on võimalik oma tellimuse olekut ja posti viitenumbrit vaadata ka siit.
Pärast teie tellimuse postitamist saadetakse teile samuti e-kiri, kus on toodud teie paki tarnimise tähtpäev ja posti viitenumber. Tellimused postitatakse 24 tunni jooksul pärast tellimuse esitamist.
K. Kuidas ma saan oma tellimust jälgida?
V. Kui teie tellimus saadeti kiirpostiga, saate oma tellimust jälgida veebisaidil: https://www.speedpost.hk/speedpost/sections/mailTracking/mailTracking.jsf.
Saate kasutada ka oma riigi postiteenuse veebisaiti, kui nad pakuvad kiirposti onlain-teenust.
Tähitud õhuposti on võimalik jälgida ainult osaliselt ning ainult teatud aja möödumisel saadetise lähetamisest, tavaliselt pärast 10 tööpäeva.
Tuletame teile meelde, et tavaliselt õhuposti ei ole võimalik jälgida.
K. Kas te saadate tellimusi minu riiki?
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.)
Kas te saadate tellimusi postkontorite postkastidesse ja militaaraadressidele?
A. Yes, we ship to valid PO Box and military addresses.
K. Kas kauba hinnale lisandub tollimaks või mõni muu maks?
V. See oleneb sihtkohast.
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 €135,98, 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 EUR100, 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 €135,98 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 €135,98 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 €144,98 and you apply 10 points, your cart value will become €134,98, which is below the minimum spend for free shipping. Shipping costs will be added to your final order value.
Q: Can I use my Loyalty Discount and earn points at the same time?
A: Loyalty Customers must opt-in to upgrade to the Point Rewards Program in order to start earning points. You can do this on your account page. If you do not have an account, you must first register one with a password before you can opt-in. Once you have upgraded, the Point Rewards Program will replace your existing Loyalty Discount, and you will not be able to opt back into the Loyalty Discount Program.
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.
Q. Which credit or bank cards can I pay with?
V. Me aktsepteerime kõiki peamisi rahvusvahelisi krediitkaarte, sh virtuaalseid kaarte:
Q. I don't have a credit card. How else can I pay?
V. Erikokkuleppel on võimalik tasuda pangatseki või maksekorraldusega. Palun võtke täpsustamiseks meiega ühendust siin.
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?
V. Paypaliga saab maksta kahel viisil. Kiire viis on valida kassas valik 'Checkout with PayPal'. Sisestage kindlasti oma e-posti aadress. Teid juhitakse Paypali saidile, kus saate maksega jätkata.
Teine võimalus on valida Paypali makse võimalus ja sisestada oma Paypali aadress. Kui teie tellimus on kinnitatud ning te olete saanud tellimuse numbri ja kogusumma, siis juhitakse teid PayPali saidile makse lõpetamiseks
Saadame teile ka e-kirja koos lingiga makse lõpetamiseks.
K. Mida teha, kui ma ei ole kättesaadud kaubaga rahul?
If you're not 100% satisfied in any way with an item you've received, please let us know by emailing us within 30 calendar days of receipt. Returns can only be made once authorized by Customer Services. 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.
Meie veebileht on mõeldud klientidele, kes on toodet juba ostnud ja proovinud, kasutanud nahahooldustooteid või tunnevad parfüümide lõhnu ja meigikaupade värve. Kui olete tellinud vale toote, siis saate selle siiski tagastada, kuid ärge unustage, et tooted peavad olema avamata ja kasutamata.
Kui tootel ilmneb kättesaamisel mõni defekt, võite selle meile hüvitamiseks tagasi saata.
Palun võtke ühendust meie tellimuste osakonnaga aadressil orders@StrawberryNET.com enne, kui midagi tagasi saadate, et saaksime teid teavitada, kuhu kaup saata ja kuidas korraldada hüvitamine.
Tagasisaadetud tooted hüvitatakse samal viisil, mida kasutati tellimuse eest maksmisel. Tagasisaatmise postikulu hüvitatakse kahjustatud, defektiga või ebatäpselt saadetud toodete puhul ja see makstakse tagasi samal viisil, mida kasutati tellimuse eest maksmisel, või eritingimustel lao-krediidi kaudu.
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?
Kui olete meie juurest juba ostnud, siis teil juba on konto, kuid peate selle aktiveerima, registreerides oma konto ja luues parooli. See annab juurdepääsu funktsioonidele nagu tellimuse info ja jälgimine, profiiliteave ja toote ülevaadete loomine. Samuti läheb ka kassas kiiremini, kuna saate oma aadressiraamatusse lisada ja salvestada mitu aadressi.
Kuidas konto aktiveerida?
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.
Kui see on tehtud, saate oma meiliaadressiga ja praooliga sisse logiga.
Kui te ei soovi kontot luua, siis võite jätkata nii nagu alati.
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 firstname.lastname@example.org.
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!
K. Miks ma ei ole oma e-kirjadele vastust saanud?
If you have not received any reply, please check the points below before sending a follow-up message. Please note that Customer Service hours are 1:00am - 3:00pm (GMT) Monday to Sunday.
- 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.
- Teie e-posti seaded võivad takistada teil e-kirju välismaale saata. Mõned e-posti teenuse pakkujad takistavad e-kirjade saatmist välismaale. Palun küsige oma e-posti teenuse pakkujalt täiendavat infot.
- Võib-olla ei ole teil võimalik StrawberryNET-ilt e-kirju saada.
- 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.
- Kui te kasutate oma töökoha ametlikku e-posti serverit, siis võivad seal olla piirangud registreerimata e-kirjade kättesaamiseks. Palun rääkige oma süsteemihalduriga, et piirang kõrvaldada.
AOLi kasutajad peaksid kindlasti kontrollima, kas nende postkast võimaldab meie saadetud e-kirju vastu võtta.