よくある質問

Join us on an adventure full of style and flair, inspired by the vibrant streets of Tokyo. At ネコサン you will find everything your heart desires: from traditional kimonos to trendy streetwear.

Answers to all your questions await you in our FAQ section – clear, helpful and direct. Join us on this stylish journey of discovery through the world of Japanese fashion culture!

1. Delivery

1.1 To which country does delivery take place?

Hey, ready for a piece of Asian style? Our collections come directly from Hong Kong, Barcelona and Riga and we send them to numerous countries around the world. No matter where you are, we bring you the hottest trends from Japan. Check our delivery conditions to see whether we also deliver to your country.

1.2 How long does shipping take and how much does it cost?

So, ready for fast delivery that doesn't cost the earth? Our shipping costs start at just 5 euros! And the best? We do everything we can to get your order to you within 10 working days in most cases. However, for certain orders the import may take longer (3-25 working days).

1.3 What are the conditions for express delivery?

Would you like an upgrade? Our premium shipping with tracking starts at just 9 euros. If you place your order by 2 p.m. on weekdays, we will get it on its way to you in a flash. But hey, sometimes even the fastest shipping takes a little longer - after all, quality comes first! For more information about tracking, just take a look here . This way you always stay up to date with where your fashion treasures are currently traveling!

1.4 Shipping to a DHL Packstation?

We currently also offer delivery to DHL Packstations. Practical, right? Simply select your preferred packing station when ordering and your new favorite items from ネコサン will be delivered directly there. So you can pick up your order whenever it suits you! 📦🚚🏪

1.5 How can I track my order?

We offer guides for our " Kiki's Delivery Service " collection and orders with premium shipping . It is important to understand that despite the fact that both shipping methods are used for imported goods and "Kiki's Delivery Service" is not free, only Premium Shipping offers a tracking function - More info

1.6 No news of my package.

If you don't see any updates about your package within 10 business days, don't stress! Simply contact our customer service with your order number. We'll check this for you and ensure that your fashion favorites from ネコサン reach you as quickly as possible. We are there for you – at any time! 🥲 📦

1.7 My package was marked as delivered, but I didn't receive it.

If your package has been marked as "delivered" but you don't have it in your hands yet, first check the delivery location specified in your shipment tracking. Sometimes the packages end up in surprising places!

If this doesn't solve the mystery, don't hesitate to contact our customer service . We'll help you track down your ネコサン treasures and make sure they get to you! 📍🔍📞

1.8 What happens if my package is returned?

Sometimes packages take their own route - for example, if there is an error in the address. If your package returns to us, unfortunately we cannot simply send it again. But don't worry: as soon as it arrives in our warehouse, we will arrange a replacement delivery. 🔄📦

1.9 Can I change my delivery address?

Would you like a little change? No problem! If you notice that there has been a mistake with your delivery address, be quick! A change of address is only possible shortly after you have received the order confirmation. So don't hesitate, contact us as soon as possible to get everything straightened out. At ネコサン we are always ready to help you so that your fashion highlights really reach you! 🏃‍♂️📝📦

2. Return

2.1 How can I return or exchange items?

Would you like to return or exchange something? With us it's very easy and environmentally conscious! We do not use unnecessary paper return slips. Instead, you can conveniently process your returns or exchanges online within 14 days. Fast, easy and good for the environment – ​​shopping at ネコサン is twice as much fun! 🌍♻️📦

2.2 Time frame for returns

Benefit from our Zen Return - No rush, no stress! You have a full two weeks to return items to us. At ネコサン it is important to us that you are completely happy with your purchase. So if something doesn't fit 100%, you can easily return it to us or exchange it within two weeks. Your satisfaction is our top priority! 📅🔄📦

2.3 Return Location

For your return, simply select a delivery company of your choice or that is specified on your return slip - be it DHL or Hermes. You can conveniently drop off your package there and we will take care of the rest. 📦🚚

2.4 Non-refundable items

Unfortunately, items that have been personalized or for hygiene reasons, such as hats or socks, cannot be returned unless there is a manufacturing defect. This policy ensures that every customer receives the highest quality products. So if there is a production error with your order, please do not hesitate to contact us . We're here to make sure your experience with ネコサン is always a good one! 🚫 🚚🛍️

2.5 Who covers the return shipping costs?

You - At ネコサン we strive to promote sustainable shopping behavior. We all know someone who regularly orders multiple pieces/sizes even though it's clear that most of them will be returned. We therefore ask our customers to bear the return shipping costs themselves. This approach is intended to encourage more conscious shopping and helps to reduce often unnecessary returns.

Don't cry - We still offer free returns on certain collections, but this is not guaranteed. We believe this helps protect our environment and reduce waste. Your understanding and help in this initiative are very important to us and will help us have a positive impact on the fashion industry. 🌿🌏👕

3. Payment

3.1 Accepted payment methods

At ネコサン we keep up with the times and are happy to announce that we also accept Dogecoin as a payment option in addition to the common payment methods listed in our Terms and Conditions. We understand that cryptocurrencies are playing an increasingly important role in the world of online shopping and want to give our customers the freedom to pay in the currency of their choice. No matter whether traditional means of payment or trendy cryptos – you are always welcome with us! 🐶🪙

3.2 Problems with payment

If an error occurs during the payment process, the first step is very simple: please refresh the page and try again. Sometimes it's just small technical hurdles that can be solved so quickly. However, if problems persist, do not hesitate to contact our customer service. We stand ready to help you and ensure your shopping experience at ネコサン is smooth and enjoyable. 🔄🛒

3.3 Problems with vouchers or promotional codes?

If your voucher or promotional code does not work, please first check whether you have entered the code correctly. Be case sensitive and make sure there are no extra spaces. Also note that some codes cannot be combined with other discounts or can only be used once per customer account. If you continue to have difficulty redeeming your code, simply contact our customer service. We are happy to help you and ensure that you can make the most of your savings at ネコサン! 🎟️🔍

4. Order

4.1 Where can I find my order number?

You can easily find them in your account under the “My Orders” section. It will also be prominently displayed in all emails we send you related to your order - be it the order confirmation or the shipping confirmation. So keep this number handy if you have any questions about your order or want to contact our customer service. It's your key to fast and accurate information! 📧🔑

4.2 Changes after ordering

Would you like a little change? No problem! If you notice that an error has been made with your order, be quick! A change is only possible shortly after you have received the order confirmation. So don't hesitate, contact us as soon as possible to get everything straightened out.🏃‍♂️📝

5. Products

5.1 Product search

Find your fashion must-have at ネコサン! Simply check the availability of your desired item on our website. If your heart isn't available right now, don't worry! Subscribe to our newsletter or if you think a product should be listed with us but you can't find it, don't hesitate to contact our customer service . We are always looking for great ideas and wishes from our customers! 🛒🔍

5.2 Product sizes

Not sure which size is right for you? No problem! At ネコサン we have made it easy for you. Simply use our size chart directly on the product page. Here you will find detailed information about the measurements of our garments so you can choose the perfect size for you. This makes online shopping a breeze and you can look forward to a great fit! 📏👗

5.3 Warranty law

If one of our products does not meet your expectations or our quality standards, do not hesitate to complain. Simply contact our customer service and give us the necessary information and photos about your request. We will take care of it immediately and find a solution so that you are completely satisfied with your purchase from us. Quality and customer satisfaction are our top priority! 🌟📞

5.4 Origin and range at ネコサン

At ネコサン we offer a diverse selection of fashion items, including our own designs as well as carefully selected pieces from different parts of the world:

1. Organic Collection from Barcelona and Riga : Our exclusive organic collection, which we design and produce in Barcelona and Riga, is a particular pride of ours. Our focus is on sustainable fashion, made from organic materials under environmentally friendly conditions.

2. Selected pieces from Hong Kong and Asia for Asian style: In addition to our own organic collection, we complement our range with unique pieces from Hong Kong and Asia. These items, inspired by Asian fashion and culture, are carefully selected by us to offer our customers a wide range of styles and designs.

6. Account

6.1 Create an account with ネコサン?

Would you like to become part of the ネコサン family? Great, that's really easy! You can create your own account on our website in just three simple steps:

6.2 Newsletter subscription

Do you always want to get the latest trends, exclusive offers and exciting news from ネコサン straight to your inbox? Then subscribe to our newsletter! This way you always stay up to date and don't miss any of our promotions or new collections. Subscription is very simple:

1. Go to our website and find the newsletter subscription section.
2. Enter your email address and confirm your registration.
3. Look forward to regular updates sent directly to you.

With our newsletter you are always one step ahead when it comes to Japanese fashion. Discover the world of ネコサン and get inspired! 📧🎉🇯🇵

If you couldn't find the answer to your question on this FAQ page, don't hesitate to contact our customer service!

You can easily reach us using the contact information provided on our website. Our team at ネコサン is here to help and advise you to address all your concerns and provide you with a great shopping experience. We look forward to helping you!

ああ、実際にこれを翻訳するために自由な時間を見つけたんですね?そうですね、googleことないよ！ ここに小さなクッキーがあります - 割引コード「NANI」を使用してください。 さあ、日本語を勉強しましょう、ナマケモノ！