Customer Service

Hello, I'm Verena.

How can I help you?

You can reach me by email at

Frequently Asked Questions (FAQ)

How long will delivery take? When will my package arrive?

If you order a PDF package, you will receive your documents directly after your order. In case of a physical package you will also receive a preliminary PDF version of your documents directly after your order and we will print and ship your package the next business day. The delivery time of DHL Express depends on the delivery country. You can see an overview here: Delivery times. Shipments sent by DHL Express can be tracked electronically using the tracking link you receive from us. Extraordinary events (e.g. weather conditions, pandemics, etc.) can affect delivery times. Unfortunately, we have no control over this. Deliveries to countries outside of the European Union may be subject to customs duties, which the countries' authorities will collect directly from the customer.

Can the star naming package be delivered via express delivery service?

Yes, we send out all orders within one business day after we have received the full payment and your package is usually shipped with DHL Express. A PDF download of the documents is instantly available after placing an order.

With which shipping service providers will my order be delivered?

We send all physical packages with DHL Express.

What happens if I am not at home when the delivery is made?

Our delivery partners typically make at least one delivery attempt at the recipient's address. If delivery is unsuccessful, the shipment can be picked up at a branch or from a neighbor. In both cases, you should be informed of the whereabouts of your shipment by post via our delivery partner. If you have received a tracking number from us, you can also track your shipment electronically. If you require any changes to the delivery location after shipment, please contact DHL Express directly.

Can I buy a star on invoice or pay cash on delivery?

No, we only accept prepayment. However, Paypal might offer you its own pay later service.

Do you have a domestic account I can transfer my money to?

No, unfortunately, as a German company it is not so easy to open a foreign bank account in every country. However, you can transfer the invoice amount to our German bank account, if you cover all bank fees. It is important that we receive the full invoice amount after the bank fees! Alternatively, you can use one of our many other payment options, which do not incur any additional fees for you.

What is the "date of naming" of a star?

For some products it is possible to assign the naming date of a star. This date can be both in the future and in the past. For example, it can be a date of birth of a person, an anniversary, or any other date you want.

I have not received an order confirmation. Have you received my order?

Please check the spam folder in your email inbox first. The order confirmation may have been routed there. It is also possible that you mistyped your email address. Send us an email with as much information about your order as possible. We can then send you another order confirmation email manually.

I made a mistake when typing the name/date/dedication. Could you send me the certificate again?

Please always check your order confirmation and the PDF download of your documents! All the information you have provided is summarized there. In case of change requests, please contact our customer service immediately by e-mail. Prompt change requests before printing or shipping of your package are possible without any issues. After that, unfortunately, change requests can only be carried out for a processing fee and additional shipping costs.

Can I change anything in my order (e.g. delivery address) after it has been placed?

As long as your order has not been processed, you can send us your changes by e-mail.

Can I cancel my order?

Star naming products are excluded from the right of withdrawal, because they are personalized products.

The delivery is incomplete. Can you deliver the missing part?

Of course! We apologize, if we occasionally forget to pack something and we try our best to avoid that. Send us an email with your order number and the item that is missing and we will deliver it immediately.

How do I reach customer service?

You can reach the customer service at On working days you will always receive a response to your request within 24 hours.

How can I find my star?

It is not always easy to find a specific star in the night sky. You can get a good overview with our star registry Just type in your registration number from the certificate to find your star.

Alternatively, you can download the Stellarium software for free here: At Stellarium you need to search for the HIP number of your star, which you can also find on your certificate. In the software the stars are named only after the Hipparcos catalog. You won’t see your personal registration in this software.

The packages also come with a manual on how to orientate in the night sky without any software. First, find your constellation. Then use the included star map to find your star within the constellation. However, your constellation may not be visible all the time. Almost all constellations are only visible at certain times of the year. In this case, you will have to wait until the appropriate time of the year.

Is the star name scientifically recognized?

Stars have been renamed again and again throughout history and unfortunately there is no unified scientific directory. Today there are many scientifically recognized catalogues such as the Hipparcos catalog (HIP) and the Henry-Draper catalog (HD). However, in both catalogs the stars are named only by numbers and the naming has only a purely symbolic meaning, just like your personal star naming. Our service is to create an unforgettable gift package for the recipient, which emphasizes the uniqueness of a person. In addition, since there are many star naming services providers in the world, it is also impossible to guarantee that a star, no matter how small, will be named only once in the world. Do not trust any provider who claims the opposite and advertises with an official star naming!