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REFUND POLICY

We bring ( and produce ) you clothes and accessories from various partner suppliers worldwide so that you can choose your Japanese style and will also help you if they don't exactly meet your expectations. When you shop on Nekosan.de, we offer you 14 days after receipt to try out your purchased products. You can return all products within 14 days for any reason. Please note that the customer is responsible for return shipping. (Neko-San does not cover return shipping costs)

How can I return (or exchange) my order from Neko-San?

Simply contact our customer support at sales@neko-san.org before sending anything back with the following information:

- Order number (the last 4 digits are sufficient)

- Photo of the article

- Reason for return

Which items can I return?

Items must be returned in their original packaging and in perfect condition.
The following items cannot be returned or exchanged: socks, jewelry and accessories (excluding scarves, bags, hats).
Non-returnable items and promotional gifts cannot be returned or exchanged. In addition, some items cannot be returned and exchanged due to promotions.
If you return an item without marking it as a return, please contact our customer support. Failure to do so will affect your refund processing.
If there are quality problems with your items, you can also contact our customer service via sales@neko-san.org to file a complaint within 14 days of ordering.

A notice: Please check your return before shipping. We are not liable for the return of third party items.

Who bears the return costs?

The consumer generally bears the return shipping costs. But in many cases we will find a solution that avoids unnecessary sending of packages back and forth or will accommodate you. For the sake of your time and the environment!

What about defective or faulty products?

We stand behind all our own organic range and products from our partners. If your product is damaged or faulty and it has been less than 30 days since your purchase, you can simply return it. Please contact us for further instructions on returning the item.

Note: Certain collections that are presented and shipped as Japan Size (e.g. Japan Size XL = EU M) or not exactly as shown in the product image. Are not considered defective products (see notes under the product description and in the size chart for more information).

How long does it take to process the refund?

1. Refunds are typically processed within 10 business days of receipt of your return.

During peak sales season, returns may take slightly longer to be processed in our warehouse. Your refund will be delayed by approximately 3-5 business days. We apologize for the inconvenience!

2. Your refund will be sent as a voucher or to the original payment account based on your chosen refund method. Once the refund has been made, you will receive a confirmation email.

Note: Shipping and handling fees paid cannot be refunded.

NOTE: If you have any problems with your return, you must contact customer service within 90 days of the first order.

A notice:

Our satisfaction guarantee is in addition to your legal rights, including the right of withdrawal and warranty claims. You can also find all information about this in our terms and conditions .

By default , the return address is always Neko-San's facility. If we receive a returned shipment, you will be sent an automated email notification. Never return your order to the sender until you have contacted us! Unclaimed returns will be used for charity after 4 weeks. If the delivery address that we informed by email (sales@neko-san.org) during the return process is not used as the return address, you are liable for all returned deliveries.

Further information about returns can be found in our cancellation policy .