Frequently asked questions

1. About Our Products

1. Where do your products come from?
All of our products are sourced directly from trusted manufacturers and suppliers in Europe, ensuring premium quality and authenticity.

2. Are your products genuine and original?
Yes, we guarantee that every item we sell is 100% authentic. We work only with verified European brands and authorized distributors.

3. Are your products suitable for sensitive skin?
Many of our beauty and skincare products are dermatologically tested and suitable for sensitive skin. Please check the product description for details, or contact us for personalized advice.

4. Do you offer vegan or cruelty-free products?
Yes, we offer a range of vegan and cruelty-free products. Look for the relevant icons or labels on the product page.

5. How can I check the ingredients of a product?
Each product page includes a detailed list of ingredients. If you have allergies or specific concerns, we recommend reviewing this list carefully before purchase.

2. Ordering & Payment

6. How do I place an order?
Simply browse our catalog, add items to your shopping cart, and proceed to checkout. You can complete your purchase as a guest or by creating an account.

7. Which payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment methods popular in Taiwan such as LINE Pay or bank transfer (where applicable).

8. Is my payment information secure?
Yes. Our checkout process is encrypted with SSL technology to ensure all your payment details remain safe and confidential.

9. Can I change my order after placing it?
If your order has not yet been shipped, please contact our customer service team as soon as possible. We will do our best to make adjustments.

10. Can I cancel my order?
Orders can be canceled before shipping. Once shipped, cancellations are no longer possible, but you can request a return in accordance with our return policy.

3. Shipping & Delivery

11. Do you ship to all regions of Taiwan?
Yes, we deliver to all areas in Taiwan, including major cities and outlying islands.

12. How long will my order take to arrive?
Standard shipping typically takes 7–14 business days, depending on customs clearance. Express options may be available for faster delivery.

13. How much does shipping cost?
Shipping costs depend on your order total, weight, and delivery location. The exact cost will be shown at checkout before payment.

14. Will I have to pay customs duties or taxes?
Orders shipped from Europe to Taiwan may be subject to customs duties or VAT. These charges are the responsibility of the customer and vary by product type and value.

15. How can I track my order?
Once your order has shipped, you will receive an e-mail with a tracking link so you can monitor its progress.

4. Returns & Refunds

16. What is your return policy?
We accept returns within 14 days of delivery for unused and unopened products in their original packaging. Some items, such as cosmetics and supplements, cannot be returned once opened for hygiene reasons.

17. How do I return a product?
Contact our customer service team to receive a return authorization. We will provide detailed instructions for sending the product back.

18. Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the return is due to a product defect or our error.

19. When will I receive my refund?
Once we have received and inspected your returned item, refunds will be processed within 7–10 business days.

20. What should I do if I receive a damaged or wrong product?
Please contact us immediately with photos of the item and packaging. We will arrange a replacement or refund as quickly as possible.

5. Product Safety & Usage

21. Are your products approved for sale in Taiwan?
Yes, we ensure all products comply with relevant import and safety regulations before shipping to Taiwan.

22. How should I store my products?
Store products in a cool, dry place away from direct sunlight. Always refer to the specific storage instructions on the packaging.

23. What should I do if I have an allergic reaction?
Discontinue use immediately and consult a healthcare professional. Please also inform us so we can report it to the manufacturer.

24. Do your supplements come with dosage instructions?
Yes, all supplements include detailed usage and dosage instructions. We recommend following these guidelines or consulting your doctor before use.

25. Can I use European cosmetics if I have never tried them before?
Yes, but if you have sensitive skin or allergies, we recommend doing a patch test before full use.

6. Account & Customer Service

26. Do I need an account to shop?
No, you can shop as a guest. However, creating an account allows you to track orders, save addresses, and receive special offers.

27. How can I contact customer service?
You can reach us by e-mail at info@ceres-int.de or via our contact form. We aim to respond within 24 hours.

28. Do you offer wholesale or bulk discounts?
Yes, for large orders we can arrange special pricing. Please contact us with your request.

29. How do I stay updated on new arrivals and promotions?
Sign up for our newsletter or follow us on social media to receive updates on new products, special offers, and exclusive deals.

30. What if I’m not satisfied with my shopping experience?
We value your feedback and aim for complete customer satisfaction. If you have any concerns, please contact us so we can address them promptly.