VOUCHERS & DISCOUNTS:
Why doesn't my discount code (Instagram voucher) work?
This is usually followed by a minimum order value of €50, although organic cotton products are excluded. More information in the terms and conditions
If you still have difficulties, contact our customer support via Insta (or email: sales@neko-san.org) and we will solve your problem within 24 hours.
SHIPPING FAQ:
Is there free shipping?
Yeah sure. For orders over €80 (excluding organic cotton items) you will receive our premium shipping with tracking.
How long does it take until I receive my order?
Average delivery time for domestic orders is 5-10 business days. Once your order has been carefully packed, you may receive an email with a tracking number. This number will be updated once the postal service picks up your order from the warehouse.
My delivery address is incorrect, help!
As long as we haven't produced your order yet, everything should be fine, so don't worry! Send us an email to sales@neko-san.org and we'll take care of it!
I don't see my question here, who can I talk to?!
Send us an email at sales@neko-san.org at any time and we will get back to you as soon as possible!
RETURNS FAQ:
Unfortunately, bad luck struck me and I received a damaged product...
No reason to panic. We have a great support team (sales@neko-san.org) who will quickly help you with returns or exchanges. Just contact us.
I don't like the product, how do I send it back?
It's a shame to hear that, then just contact us (sales@neko-san.org) and we'll arrange a return with the delivery address without any problems. See cancellation policy for rules and sample form. We will then take care of your complete refund.
DESIGNS FAQ:
I see a specific design for product X but not for Y, help!
Yes, this may be the case, as we believe that certain designs do not reflect the best quality for certain end products. Or that we are working diligently to publish them. But just contact us and we'll quickly check everything for you and the community!
Hmm okay, but in my case I would like to have a desired design or personalization option (long word…), is that possible?
Yes, depending on the quality of your desired design, it is possible for us to create it especially for you.
I would then like to have my design produced.
Yes, not an issue, as I said. And if your design meets other of our criteria, then you can apply for a partnership and sell your own artwork here on Neko-San.
