Returns & Exchanges

At Neko in the Box, we strive to provide the best shopping experience for our customers. If for any reason you are not satisfied with your purchase, we’re here to help.

Return Policy

Eligibility for Returns:
We accept returns or exchanges only if the item you received is defective or damaged. If you encounter such an issue, please contact us within 30 days of receiving your order.
Non-returnable Items:
Sale items, gift cards, and items that have been used or altered in any way are not eligible for return.
Condition of Return:
The item must be unused, in its original packaging, and in the same condition that you received it.

Process for Returns

Contact Us:
To initiate a return, please email our customer service team at [email protected] with your order number and a description of the defect or damage.
Approval:
Once your return request is approved, we will provide instructions on how and where to send your item.
Shipping:
You will be responsible for paying your own shipping costs for returning the item. Shipping costs are non-refundable.
Processing:
After we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, a refund or replacement will be processed, and a credit will automatically be applied to your original method of payment within a certain amount of days.

Exchanges

If you need to exchange an item due to a defect, please follow the same steps as outlined in our return policy. Once your returned item is received and inspected, we will send out a replacement.

Refunds

Partial Refunds:
In certain situations, only partial refunds may be granted (e.g., items not in original condition, damaged, or missing parts for reasons not due to our error).
Late or Missing Refunds:
If you haven’t received a refund yet, first check your bank account or credit card company. It may take some time before your refund is officially posted. If you’ve done this and still have not received your refund, please contact us at [email protected].

Refund Processing Time

Once your return is approved and processed, the time it takes for you to receive your refund depends on your payment method:

PayPal Payments:
Refunds to PayPal accounts are usually processed within 1-3 business days after we issue the refund. However, it may take an additional 3-5 business days for the refund to appear in your PayPal balance.
Credit/Debit Card Payments:
If you used a credit or debit card through PayPal, the refund will be processed back to the card. It may take 5-10 business days for the refund to be reflected in your account, depending on your bank’s processing times.
Bank Transfers:
If you paid via bank transfer through PayPal, the refund will be sent back to your bank account. This process can take up to 7-14 business days, depending on your bank’s policies.

On the refund processing timeline for Neko in the Box, once your return is approved and processed, the time it takes to receive your refund varies based on your payment method. PayPal refunds take 1-3 business days, but may take up to 8 business days to appear in your account. Credit/debit card refunds may take 5-10 business days, and bank transfers can take 7-14 business days, depending on your bank’s processing times. If you haven’t received your refund within these timeframes, contacting customer support is recommended

If you haven’t received your refund after these periods, please check with your bank or PayPal account to confirm the status. If there are any issues, contact us at [email protected] for further assistance.

Refunds for Embroidered Shirts

At Neko in the Box, we take pride in the quality and craftsmanship of our embroidered shirts. However, we understand that personal preferences can vary.

Personal Preference:
If you receive an embroidered shirt that you simply don’t like or it doesn’t meet your expectations, we do not offer refunds or exchanges for reasons of personal preference. Our policy ensures that each item is made to order and meets our high-quality standards.
Defects or Errors:
If your embroidered shirt arrives with a defect or error in the embroidery that is different from what was ordered, we will gladly offer a refund or exchange. Please contact us at [email protected] within 30 days of receiving your order, including photos of the defect or error for verification.
Color and Design Variations:
Please note that slight color or design variations may occur due to differences in screen displays or minor inconsistencies in hand-embroidered items. These variations are not considered defects and are part of the unique character of each piece.

Refunds & Exchanges for Incorrect Shirt Size

We understand that choosing the correct size can sometimes be challenging, and we strive to make the process as smooth as possible. If you accidentally ordered the wrong size, we offer the following options:

Return & Exchange Policy:
If you ordered the wrong size, you can return the item for an exchange. The customer is responsible for the return shipping fee and an additional processing fee depending on the item:
- Hoodie: $5 processing fee.
- Sweatshirt: $3 processing fee.
- T-shirt: No additional processing fee, only the shipping fee.
No Preview of Size Chart:
If the wrong size was ordered due to not reviewing the size chart, the above fees and shipping costs will still apply. We encourage all customers to carefully review the size chart available on our product pages before making a purchase.
Exchange Process:
1. Contact Us: Reach out to us at [email protected] within 30 days of receiving your order to initiate an exchange. Please include your order number and the size you’d like to exchange for.
2. Return Shipping: You will be responsible for shipping the item back to us. Once we receive the item in its original condition, we will process the exchange.
3. Payment of Fees: We will send you an invoice for the applicable processing fee and return shipping costs. Once the payment is received, we will ship the new item to you.

Order Cancellations

We understand that sometimes plans change, and you may need to cancel your order. Please review our cancellation policy below:

Cancellation within 24 Hours:
If you wish to cancel your order within 24 hours of placing it, you can do so for a full refund. Please contact us immediately at [email protected] with your order number to request a cancellation.
Cancellation After 24 Hours:
If more than 24 hours have passed since your purchase, we can still cancel your order and provide a refund, provided the order has not yet been produced. If production has already started, unfortunately, we will not be able to cancel the order or issue a refund.
Order Status Check:
To check the status of your order and confirm whether it can still be canceled, please contact our customer service team at [email protected] as soon as possible.
Refund Processing:
If your cancellation request is approved, we will process your refund, which may take 5-10 business days to appear on your original method of payment, depending on your payment provider.

We encourage you to review your order details carefully before finalizing your purchase. If you have any questions or need assistance, please don’t hesitate to contact us.

Seasonal Overrides

During peak shopping periods, such as holidays or major sales events, Neko in the Box may implement Seasonal Overrides, temporarily extending the standard refund processing times. This is due to the higher volume of orders and returns, which can delay processing by a few extra business days. While the standard refund times range from 1-14 business days depending on the payment method, these periods may require additional patience. We recommend checking for specific announcements regarding Seasonal Overrides during these times for the most accurate information.

Questions?

For any further questions or concerns, feel free to reach out to our customer service team at [email protected].