Frequently Asked Questions
ORDERS
The item I ordered is Made-to-Order. What does that mean?
If your item is made-to-order that means that it needs to be freshly made! Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions! Please keep in mind this is why it takes a while for these items to deliver to you. Sorry for the inconvenience - but it'll definitely be worth the wait!
How long will it take for my order to ship?
Orders are usually processed within 2-4 business days and are shipped the next day.
Made-to-order items take about 2-8 days to be fulfilled. Please be patient while we craft your item! Once finished, made-to-order items are shipped within 5 business days.
Can I cancel my order?
Yes! Please contact us within 24 hours to cancel or edit your order. We are unable to cancel your order after the 24 hour period.
I entered the wrong address. May I edit my order?
Yes! Please contact us within 24 hours to cancel or edit your order. We are unable to edit your order after the 24 hour period.
What payments do you accept?
We accept credit/debit cards (i.e. Visa, Mastercard, Amex, Discover) and Paypal. We currently do not have Google/Apple Pay as an option.
SHIPPING & RETURNS
Do you accept exchanges and returns?
We sadly do not accept returns or exchanges at this time. We make sure to provide any size advice and charts for your reference before buying.
If you received a damaged item, email us at:
Please include your order number and photos and we'll work with you to fix this issue!
What carrier do you use?
Both domestic and international orders are shipped via USPS First Class Mail.
Help, my package is missing!
Oh no! Unfortunately, we are not responsible after shipping. We try our best and provide our customers with a tracking number for their order.
If your package is missing please check outside your house/building or with your neighbors.
If you can't locate your package after doing the previous steps you can file a missing package claim here (this will redirect you to USPS claims)
Do you ship internationally?
We only ship to the US and Canada on our website: www.nekocharm.com
For orders outside of these regions you can go to our Etsy to place an order:
We currently don't ship to Germany. Sorry for the inconvenience!
Will I have to pay customs if I live outside the USA?
You may be subject to customs or import taxes depending on your country. Buyers are responsible for any customs or import taxes that may apply.
The customs process might delay your order. Please be patient! If your order is affected, your country's customs office will contact you with the phone or email you provide.