Shopping Q&A

  • If you did not receive an order confirmation, there are several possible reasons:

▲Your e-mail mailbox is wrong or the email mailbox is full and cannot be delivered successfully.

▲The free mailbox provided by the portal website you use may not be sent to the mailbox smoothly due to server blocking (for example: PChome, Yahoo, QQ, 163...etc.).

▲You can go to [My Account (must log in first) > View Order Record], if you can find the order record, it means the order has been completed.

  • Distribution logistics issues

★Delivery range: Taiwan, Hong Kong and Macau. If you need delivery to other areas, please contact customer service.

★ Delivery method: You can choose to have the product delivered at room temperature by post or pick it up at a convenience store (FamilyMart, 7-11).

★ Shipping fee calculation: Shipping fees will be charged for home delivery and convenience store pickup in Taiwan 75 NTD , Hong Kong and Macau home delivery Fee Use SF Express Pay on Delivery , large/overweight packages will be charged additional shipping fees depending on the actual package situation.

★ Please be sure to fill in the correct delivery information (such as recipient, delivery address, contact number) to avoid the package being undelivered; if you have a desired delivery time or special precautions, please leave a message in the order notes and we will help convey it to the courier.

Notes on Picking Up at Convenience Stores
If you pick up a package at a convenience store and the package pickup period has expired, the convenience store will return the package directly to the sender.
If you miss the pickup time, you need to send the package again. A shipping fee of NT$75 will be charged for the second shipment.

  • How long does it take to receive the goods after placing an order?

▲ After the order is completed, the goods are expected to arrive in about 14-21 days (excluding holidays) ! Reminder: In case of special holidays (such as: Double 11, Christmas, etc.), the goods will be delayed in shipment. It is recommended to place an order in advance so that you can get the goods faster!

▲ During the epidemic, the number of international logistics flights has decreased and the cargo volume is large, so there will be delays in delivery (1 to 3 weeks), please forgive us!

  • About order inquiry/modification/cancellation

★ To check the order details, please go to [My Account (must log in to member email account first) > Orders] to check the order details.

★ Once an order is placed, it cannot be modified/cancelled, including items, quantity, etc.

★ If you need to change any information, such as changing payment or shipping methods, please contact the customer service email at info@munich-stars.com or join the official LINE customer service (ID: @munichstars) to send a private message and someone will handle it for you.

★ In order to maintain product and shopping quality, the company reserves the right to change or cancel orders.

  • Product consultation questions

★ The products on this site are sourced from original suppliers by German pharmacies and brand-certified local distributors. The products are guaranteed to be authentic and original from Germany, and proof of purchase is available for the entire series.

★Germany attaches great importance to the quality of supply. The product packaging will have the expiration date indicated in German (day/month/year) or the expiration date after opening (EX: 12M, if stored normally after opening, use up within 12 months. Due to German regulations, some skin care products have an expiration date on the product packaging. If you have any questions, please contact customer service).

★ German products require simple and environmentally friendly packaging. Carton packaging rarely uses a layer of plastic to seal it, so it is easier to be slightly damaged during transportation. Please forgive me!

  • When does XXX product expire?

▲ Our website cooperates with local German manufacturers and purchases goods from Germany once a week to ensure the supply of the freshest products on the market. Please check the product page for the exact expiration date of each product. If there is no indication, please contact customer service.

Could you please buy German products that are not available in the store?

▲ Yes, please prepare the product information you want to purchase (including foreign product names, specifications and capacity, etc.), product links and order quantity, contact us by email or private message customer service, and we will arrange for someone to explain the purchasing matters.

  • After-sales service issues

★ Due to the hygienic safety of health foods and the hygiene of personal use of cosmetics, no returns or exchanges will be accepted for any goods unless they are sent to the wrong place or are severely damaged or defective.

★ The definition of product damage will be evaluated by customer service staff and then handled; if it is due to personal preference, dissatisfaction with the product and expiration date, the product must be kept new and unopened and the customer must pay the return shipping fee.

★ Please be sure to check the product immediately after receiving it to see if there is any abnormality. If you have any questions, please write to us or send a private message to customer service on LINE within 2 days of receiving the product (attach photos of the product and packaging), and someone will serve you.

  • Why does the product packaging I received show signs of wear?

▲ The products on this site are shipped from Germany to Taiwan over long distances. The German manufacturer packs them tightly when shipping. However, there are unforeseen minor collisions during transportation, and the outer box of the product may have minor wear and scratches. Taiwan shipping personnel will check the contents and repair the outer box before shipment, so the product you receive may have some creases or tape marks, please forgive me.

  • When I return an item, how long does it take to receive a refund?

▲After you submit a return application to customer service, we will proceed with the refund procedure after confirming receipt of your product.

▲This site will refund according to the customer's original payment method. Credit card refunds take about 5-10 working days (excluding holidays)

  • Do customers need to bear any costs when returning or exchanging goods?

▲ If the product is found to be damaged and eligible for return or exchange after inspection, we will contact you by special person to send it back. The shipping fee will be paid by us and the customer does not need to bear any additional burden.

▲ If you apply for a return or exchange due to personal preference, the customer will pay the shipping fee and send it back to our company.

  • Customer Service Contact Questions

★ If you have any suggestions or questions about our products, ordering process or services, please contact our official customer service at info@munich-stars.com or join our official LINE customer service (ID: @munichstars). You can also click on the MUNICH-STARS Facebook fan page below to send a message and someone will contact you.

Customer consultation service hours: Monday to Friday: 9:00-18:00

Please leave a message on Saturdays, Sundays and national holidays. The customer service specialist will reply you as soon as possible on the first working day!!!