Shopping Q&A

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

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

▲The free mailbox provided by the portal 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 (Login required) > View Order History]. If you can find the order record, it means the order is 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 your order delivered at room temperature by post or picked 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 yuan , Hong Kong and Macau home delivery Free use SF Express Cash 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 pickup date has expired, the convenience store will return the package directly to the sender.
If you miss the pickup time, you will 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 ordering, the product is expected to arrive in about 14-21 days (excluding holidays) ! Please note: In case of special holidays (such as: Double 11, Christmas, etc.), the product will be delayed. It is recommended to place an order in advance so that you can get the product faster!

▲ During the epidemic, international logistics flights have been reduced and the cargo volume is large. There will be delays in delivery (1 to 3 weeks). Thank you for your understanding!

  • About order inquiry/modification/cancellation

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

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

★ If you need to change your information, such as changing your payment or shipping method, please contact our customer service at info@munich-stars.com or join our official LINE customer service (ID: @munichstars) and send a private message. Our dedicated representative will assist 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 German pharmacies and brand-certified local distributors, and are sourced from original suppliers. The products are guaranteed to be authentic and original from Germany, and proof of purchase is available for the entire series.

Germany places great emphasis on product quality. Product packaging will have either an expiration date (dd/mm/yyyy) indicated in German or an expiration date after opening (EX: 12M, if properly stored after opening, use within 12 months. Some skincare products may not have an expiration date on the outer packaging due to German regulations. If you have any questions, please contact customer service).

German products emphasize simple and environmentally friendly packaging. Carton packaging rarely uses a plastic wrapping layer, so it is more likely to be slightly damaged during transportation. Please understand!

  • When does XXX product expire?

▲ We work with local German manufacturers to purchase products weekly, ensuring we have the freshest products on the market. Please check the product page for the exact expiration date. If it's not listed, 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. Then contact us by email or private message customer service, and we will arrange for someone to explain the purchasing matters.

  • After-sales service issues-7-day appreciation period

★ Due to the hygienic safety of health foods and the hygiene of personal use of cosmetics, please confirm whether the goods you receive are correct. No returns or exchanges will be processed unless they are sent to the wrong place or are severely damaged or defective.

★ The definition of product damage will be assessed by customer service staff and handled through contact; if it is due to personal preference, dissatisfaction with the product or expiration date, please keep the product new and unopened, and customer service will ask the logistics company to take the product back.

★ Please be sure to check the product immediately after receiving it to see if there are any abnormalities. If you have any concerns, please write to customer service or send a private message on LINE within 2 days of receiving the product (attach a photo of the product and packaging) and someone will be assigned to assist you.

Online shopping products with reasonable exceptions to the 7-day appreciation period:

Reasonable exceptions during the appreciation period Appreciation Period Description

1. Commodities that are easily perishable and have a short shelf life.

For example: cooking oils or some probiotic products.

No appreciation period applies

2. Customized provision based on consumer requirements.

For example, products ordered based on photos provided by consumers, or customized cosmetics selected based on personal preferences (e.g., lipstick, blush); products specified or selected by consumers based on existing colors or specifications; large daily necessities or special customized orders (e.g., shaped pillows, luggage).

No appreciation period applies

3. Newspapers, periodicals or magazines.

Such publications are time-sensitive and difficult to sell after a period of time.

No appreciation period applies

4. Audiovisual products or computer software that have been unpacked by consumers.

Audiovisual products or computer software provided in tangible media that are in a reproducible state after being opened and are not easily returned (for example, DVDs, computer software, or video game software).

No appreciation period after unpacking

5. Unsealed health food.

Products sealed for hygiene reasons may be unhygienic if unsealed.

No appreciation period after unpacking

6. Unpacked personal hygiene products.

Products sealed for hygiene reasons may be unsealed, inspected, worn, or resold as they may compromise hygiene (for example, underwear, razors, condoms, adult products, sanitary napkins, band-aids, masks, nail clippers, and nose hair trimmers).

No appreciation period after unpacking

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

▲ The products on this website are shipped from Germany to Taiwan over long distances. The German manufacturer packs them tightly when shipping. However, there are bound to be some unforeseen minor collisions during transportation, and the outer box of the product may have minor wear and scratches. Taiwan's shipping staff 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.

  • How long does it take to receive a refund when returning an item?

▲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 business days (excluding holidays)

  • Do customers need to bear any costs when processing returns or exchanges?

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

▲ 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 Issues

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

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

Please leave a message on Saturdays, Sundays and national holidays. Our customer service representative will get back to you as soon as possible on the first business day!!!