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Q&A

Does STARLUX Shop have a local retail store? 

|STARLUX SHOP|Headquarters Store 

Address:A4 Building, No. 382, Sec. 6, Nanjing E. Rd., Neihu Dist., Taipei City 114, Taiwan (Entrance on Xinming Rd.) 

Bus stop:Tan-mei Park (3 minutes walk) or T.CBD (Store front)


|STARLUX SHOP|Syntrend pop-up store 

From now till August 2, 2021

Location: 

Syntrend Life Park 2F, Creative Q Space

2F., No. 2, Sec. 3, Civic Blvd., Zhongzheng Dist., Taipei City 100, Taiwan (R.O.C.)

Access: 

By MRT - Zhongxiao Xinsheng Station

By City Bus - Guanghua Market Station or National Taipei University of Technology Station

Opening Hours: 

Sunday toThursday 11:00 - 21:30

Friday to Saturday and The Eve of Public Holidays 11:00 - 22:00


 

Can I have my order delivered to offshore islands or overseas?

At present, outlying islands and overseas regions are still under planning. We will gradually open other regions for delivery in the future, so stay tuned.


Can I have my order delivered to a PO Box address?

We do not deliver to P.O. Boxes.


How will I be notified of the order shipment and arrival?

For FamilyMart pickup,  we send updates via text message and email, so you can stay up to date on your delivery or pickup order

Please ensure that the order information has been entered correctly 

For Home delivery, you will get an email notification when your order is ready to ship.

 

How much does delivery cost?

Domestic delivery: 

There are two delivery options 

1) FamilyMart pickup costs TWD70 /order

2) Home delivery costs TWD150 /order   

Free FamilyMart pickup for orders of NTD1,000+; free home delivery for orders of NTD2,000+


International delivery: 

The basic delivery costs TWD225/order

When package weights from 0 to 0.5 kilogram, each Additional kilogram costs extra TWD70.

When package weights above 5 kilogram, each additional kilogram costs extra TWD80.

(The delivery cost includes the weight of the packaging material, please refers to the cost shown at checkout)

Please be noted that certain products may be assigned a delivery method due to shipping restrictions. Products in different delivery methods cannot be combined at checkout.


When can I expect to receive my order?

Domestic delivery: 

You will receive the order within 7 days (excluding holidays) from the order date.

International delivery: 

You will receive the order within 14 days (excluding holidays) from the order date.

Please be noted that home delivery orders may be delivered in separate boxes due to excessive packaging volume.


What will happen if I miss the pick-up window? Can I have the items held or reschedule the shipment?


We will hold your order for 7 days before sending it back to the distributor and issuing you a refund.

If you still want to purchase the items, please place the order again. 


Can I arrange a designated delivery date?

STARLUX SHOP does not provide designated date delivery service. If there is an urgent need, please evaluate before placing an order.


How do I cancel or modify my order, if I have purchased the wrong items?
If you would like to cancel or modify your order, please contact 「STARLUX Customer Service Center」for order inquiry .
If the order status is "CONFIRMED", you will not be able to cancel the order. 
For more information, please contact「 STARLUX Customer Service Center」

Tel: +886-2-27911000
Open Hours : 
Monday to Friday : 09:00 - 18:00
Saturday/Sunday & National Holidays : Closed


Will the "Sold Out" items be restocked?

Items may or may not be restocked depending on demand and supply issues.


What are the delivery options?

There are two delivery options for domestic delivery: 
1) FamilyMart Pickup (not available for international delivery)
2) Home Delivery 


What are the payment options?

1. Credit cards (Visa, MasterCard, and JCB) 

2. ATM Virtual Account payment:  Please wire the total amount within 3 days after the order has been placed. 

Please be noted that all transaction currency is based on TWD. The exchange difference and foreign transaction fees will be charged to you according to your credit card issuing bank.

Please note that when choosing "ATM Virtual Account payment," after clicking on 【Submit Order】, you must select the bank and click【Get Payment Account Number】to complete your payment.(not available for international delivery)


How long does it take to confirm the payment status after I pay into the virtual account via ATM? Do I need to provide additional information to complete my purchase?

It takes about 24 hours to complete the payment process. No additional information is required after confirming the payment status.

How do I check my delivery status?

Please click "VIEW ORDER" in your confirmaton email,  the delivery status will be shown in the link.


Has the item been reserved when added to the shopping cart?

Placing an available item in your shopping cart does not reserve that item. Available inventory is only assigned to your order after your order is completed with an e-mail confirmation.


What should I do if I want to return a defective product?

Please check here for return instructions and procedures.