Shopping Q&A

  • If you have not received an order confirmation email, there may be several reasons:

▲Your email address is incorrect or your mailbox is full and delivery failed.

▲The free email service provided by your portal may block emails from being successfully delivered to your inbox (e.g., PChome, Yahoo, QQ, 163, etc.).

▲You can go to [My Account (login required) > View Order History]. If you can find your order record, it means the order has been completed.

  • Shipping and Logistics Issues

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

★Shipping methods: You can choose regular temperature home delivery or convenience store pickup (FamilyMart, 7-11).

★Shipping fee calculation: For home delivery and convenience store pickup in Taiwan, a shipping fee of NT$75 will be charged. For home delivery in Hong Kong and Macau, shipping fees will be collected via SF Express on delivery. For large/overweight packages, additional shipping fees will be charged depending on the actual package situation.

★Please ensure that you fill in the correct recipient information (such as recipient name, shipping address, contact number) to avoid undeliverable packages. If you have a preferred delivery time or special notes, please leave a message in the order remarks, and we will help convey it to the courier.

Notes on convenience store pickup
If a package for convenience store pickup is not collected by the deadline, the convenience store will directly return it to the sender.
If you miss the pickup time and require the package to be sent again, a re-delivery fee of NT$75 will be charged.

  • After placing an order, how long will it take to receive the goods?

▲After completing the order, products are expected to arrive in approximately 18-25 days (excluding holidays)! A friendly reminder: In case of special holidays (such as Double 11, Christmas, Chinese New Year, etc.), product shipments may be delayed. We recommend placing your order early

so you can receive your products sooner!

 

  • About Order Inquiry/Modification/Cancellation

 

★To check your order details, please go to [My Account (login with member email required) > Orders].

★Orders cannot be modified or canceled after they are placed, including items, quantities, etc.

★If you need to change specific information, such as payment or shipping methods, please contact customer service at info@munich-stars.com. Our customer service representatives will contact you as soon as possible.

★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 manufacturers through German pharmacies and brand-certified local distributors. All products are guaranteed to be genuine German originals, and proof of purchase can be provided for all series.

★Germany places great importance on supply quality. Product packaging will have expiration dates marked in German (Day/Month/Year) or shelf life after opening (e.g., 12M, use within 12 months after opening with proper storage). Some skincare products may not have expiration dates on the outer packaging due to German regulations; if you have questions, please contact customer service).

★German products prioritize simple and environmentally friendly packaging. Cardboard packaging is rarely re-sealed with an additional plastic layer, so minor damage may occur during transport. We apologize for any inconvenience.

 

  • What is the expiration date of XXX product?

▲This site cooperates with local German manufacturers, receiving shipments from Germany once a week, guaranteeing the freshest products on the market. For specific expiration dates, please refer to the product page, or contact customer service if not listed.

Can you purchase German products not listed on your website on my behalf?

▲Yes, please provide the product information (including foreign product name, specifications, capacity, etc.), product link, and quantity you wish to purchase. Email or message our customer service, and a specialist will contact you to discuss the代購 process.

 

  • After-sales service - 7-day appreciation period

★Due to hygiene and safety considerations for health supplements and personal hygiene for cosmetics, please ensure the correctness of the received goods. Returns and exchanges will not be processed unless the item is incorrect, severely damaged, or defective.

★The definition of product damage will be evaluated by customer service, who will then contact you to handle it. If the return is due to personal preference or dissatisfaction with the product and its shelf life, please keep the product new and unopened. Customer service will arrange for logistics to collect the product.

★Please check for any abnormalities immediately upon receiving the product. If you have any concerns, please email or LINE private message customer service within 2 days of receiving the product (attach photos of the product and packaging), and a specialist will assist you.

Reasonable exceptions to the 7-day appreciation period for online purchased goods:

Description of Reasonable Exceptions to the Appreciation Period Appreciation Period Description

I. Perishable goods or goods with a short shelf life.

For example: edible oil or some probiotic products.

 Not applicable to appreciation period

II. Customized services provided at the consumer's request.

Such as products ordered with photos provided by the consumer, or custom-selected cosmetics based on personal preference (e.g., lipstick, blush); products where the consumer specifies or chooses from existing colors or specifications, or large household items or specially customized ordered products (e.g., shaped pillows, luggage).

 Not applicable to appreciation period

III. Newspapers, periodicals, or magazines.

These publications are time-sensitive and difficult to resell after a period of time.

 Not applicable to appreciation period

IV. Unsealed audio-visual products or computer software.

Audio-visual products or computer software provided on a tangible medium, once unsealed, are in a reproducible state and are inherently difficult to return (e.g., DVDs, computer software, or video game software).

 No appreciation period once unsealed

V. Unsealed health supplements.

Products sealed for hygiene reasons, if unsealed and used, may pose a hygiene risk.

 No appreciation period once unsealed

VI. Unsealed personal hygiene products.

Products sealed for hygiene reasons, if unsealed and inspected/tried on, may pose a hygiene risk if resold (e.g., underwear, razors, condoms, adult toys, sanitary pads, band-aids, masks, nail clippers, nose hair trimmers, etc.).

 No appreciation period once unsealed

 

 

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

▲The products on this site are transported a long distance from Germany to Taiwan. German manufacturers tightly pack and seal products when shipping, but unforeseen minor collisions during transit are inevitable, and product outer boxes may occasionally have minor wear and scratches upon arrival. Our Taiwan shipping personnel will inspect the contents and repair outer boxes before shipping, so you may receive products with slight creases or tape marks. We appreciate your understanding.

  • How long will it take to receive a refund when processing a return?

▲After you submit a return request to customer service, we will process the refund after confirming receipt of your item.

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

  • When processing returns or exchanges, will the customer be responsible for any fees?

▲If the product is found to be damaged and eligible for return or exchange after inspection, a specialist will contact you regarding the return method, and the shipping fee will be covered by us. The customer will not incur any additional costs.

▲If the return or exchange is requested due to personal preference, the customer will be responsible for the shipping fee and for returning the product to our company.

  • Customer Service Contact Information

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

Customer Service Hours:Monday to Friday: 9:00 AM - 6:00 PM

On Saturdays, Sundays, and public holidays, please leave a message, and a customer service representative will respond as soon as possible on the next business day!