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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 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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Shipping and 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?
Why is there a charge for shipping fragrances?
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Payment |
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Do you take xxxxxxxx Card?
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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Loyalty programme |
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I placed multiple orders today, but I got the same discount for each order?
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Credit Card - Bank |
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Do you store my credit card details?
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May I send my credit card details via e-mail?
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Which currency will I pay?
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May I Pay by Virtual Card (e-card) ?
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Parcel Tracking |
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In which way my package is sent?
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May I Check My Parcel's Shipment Status on the Internet?
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Post |
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KKTC Posts
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Will I pay any additional cost on the delivery?
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Can I control the package inside, before receiving?
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e-mail |
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Why sometimes I can not receive answers to my emails?
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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 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. Please use the "Special Instructions" box when you checkout to request samples. |
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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 re-listed 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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| Shipping and 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 Skincare and Makeup:
| For Free Shipping by Registered Post:
| 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.
| - Signature is required on delivery
- Limited tracking available at least two days after shipment
- All parcels are insured for loss or damage
NB: We suggest having parcels sent to your workplace if you are not able to sign for delivery at home.
Non Registered Post only:
10-14 postal working days for most destinations.
14-21 postal working days for more inaccessible destinations.
- No signature required on delivery
- No tracking available
- Claims for loss or damage cannot be entertained
- Orders to PO Box or military addresses can only be sent Non Registered
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.
Important: 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. All information supplied to us by the postal services is already provided in our online tracking service.
Your postal reference number 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.
| For Fragrances:
| Fragrances are shipped separate 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 takes about 7-10 working days.
Express Post is not available for fragrance shipments.
The cost of shipping fragrances is 10% of the total fragrance order, up to a maximum charge of USD15.00.
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.
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 200 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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Q. Why is there a charge for shipping fragrances?
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. |
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Payment |
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Q. Do you take xxxxxxxx Card?
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. |
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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. 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.com to 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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| Loyalty programme |
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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. |
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| Credit Card - Bank |
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Q. Do you store my credit card details?
A. No.Your credit card details will never be stored in StrawberryNET computers. In case of need to make second control, this is done via your credit card company. |
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Q. May I send my credit card details via e-mail?
A. StrawberryNET never requires your credit card details via e-mail. You should never send your credit card number, expiry date and CVV number in the same e-mail content. |
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Q. Which currency will I pay?
A. StrawberryNET accepts the payments in USD. Since our company is established in Hong Kong there is not any alternative for that.
YTL prices in our website are only for your information. The USD/YTL exchange rate that is used in our website is 99% convenient for Turkey. In addition, you can change and check the prices in other currency by using the opening list on the top of the page.
The reflection of your USD payments onto your credit card statement depends on the deal between you and your credit card company.
Most credit card users don't remember the deals they agreed with their credit card companies.
There are 3 main applications in Turkey that are applied by the banks. Those are as following:
1. The amount of your purchase is converted to YTL on the time you made the purchase and
charged to your account.
2. The amount recorded in your account first in USD, and then on the date of account balance, this amount
is converted to YTL for your payment. (This will be inconvenient for you if the rate of exchange is
increased on the balance date.)
3. The amount is recorded to your charge in USD and then it is required to pay in USD on a separate
credit card statement.
Important: If it is your first purchase from abroad, please consult to your bank at first and assign your required convenient payment application. |
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Q. May I Pay by Virtual Card (e-card)?
A. Yes.
Assign the limit of your virtual card a little more than the amount of your payment. There may be a little difference in the payment amount because of the USD exchange rate differences among the countries.
Do not zeroize the limit of your virtual card just after you completed the purchase. The transference may take a long time since the slowness of international transactions and extra controls. You'd better zeroize your virtual card limit once your items are dispatched by StrawberryNET. |
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| Parcel Tracking |
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Q. In which way my package is sent?
A. The special products like perfumes and deodorants with alcohol ingredients are shipped with a private shipping way to Turkey. The other products like make up and skin care are shipped with Hong Kong Post directly to Turkey.
All parcels arrived in Turkey are delivered to PTT just after the customs check. Then they are delivered to the customer addresses by PTT services. |
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Q. May I Check My Parcel's Shipment Status on the Internet?
A. Yes.
There will be a Postal Tracking Reference Number in the "Shipment Status" message sent to you. This is a 13 character barcode number which starts with"RA..." or "RD..."letters.
If you lost this message, you can find your Postal Tracking Reference Number by using your order number on the StrawberryNet.com main page. You will see the below window when you enter your order number and click "GO" button. (If you cannot remember your order number, please ask to cstr@strawberrynet.com via e-mail.)
The "Details" button on this page, will direct you to the website of abroad Shipping Company. You can see the dispatching date of your parcel to Turkey on this page.
In "www.ptt.gov.tr" main page, enter your Postal Tracking Reference Number to the "Registered Post Trace" area, 4-5 days after the dispatch. All the details about your parcel will be appeared when you click "Search" button. |
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| Post |
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Q. KKTC Posts
A. Our customers from KKTC must select "TURKEY" option for the destination country. The address detail must be end as ".../K.K.T.C MERSIN 10". |
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Q. Will I pay any additional cost on the delivery?
A. No you won't. |
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Q. Can I control the package inside, before receiving?
A. Yes you can.
Before signing the receipt, you can open your parcel and check the item. You may refuse the parcel in case of any damage or missing item. |
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| e-mail |
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Q. Why sometimes I can not receive answers to my emails?
A. 1. Your messages may not be arrived to StrawberryNET.
If you receive any messages to your mail-box with the marks "Returned mail" and "Non-delivered mail",
your message is not received by the recipient. This might be caused by 2 factors:
I. You may write wrong e-mail address. Please check the recipient e-mail address and try again.
II. Your abroad e-mail correspondence may be prevented. Turk Telekom prevents some kind of e-mails sent to the abroad. You can see the detailed information on http://karaliste.ttnet.net.tr page.
2. You may not be able to receive the mails of StrawberryNET.
I. The messages can be assigned as prevented e-mails since you haven't added the StrawberryNET into your address book. Register it into your address book as convenient e-mail address.
II. If you use your company's offical e-mail server, it may prevent the non-registered e-mails. You might consult to the server administrator to remove the restriction. |
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| Still have questions? Please e-mail here. |
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the fresh cosmetic company