FAQs
Orders & Shipping
Where do you ship?
We currently ship to selected destinations across North America, Europe, Asia, Oceania, and the Middle East.
Available destinations include: Australia, Austria, Belgium, Canada, Czechia, Denmark, Finland, France, Germany, Ireland, Israel, Italy, the Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, the United Arab Emirates, the United Kingdom, and the United States.
How much does shipping cost?
We offer free shipping on all orders to all available destinations. No minimum order required.
How long does processing take?
Once your order is placed, please allow 3–5 business days for it to be processed and prepared for shipment. This is processing time before dispatch — not total delivery time. Orders are not processed on weekends or public holidays.
How long will delivery take?
Delivery times vary depending on the destination, carrier, and local customs procedures. We do not offer guaranteed delivery windows.
How can I track my order?
Once your order has shipped, you will receive tracking information when available. You can also use the Track Order page on our website.
Can I change or cancel my order?
Please contact us as soon as possible if you need to make a change or cancel. We will do our best to help, but we cannot guarantee changes or cancellations once an order has begun processing.
International Orders
Will I need to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges, where applicable, are the responsibility of the recipient and are not included in the order total. We recommend checking your local customs requirements before ordering.
What if my order is delayed or appears lost?
If your tracking has not updated for an extended period, or you believe your order may be delayed or lost, please contact us with your order number and we’ll help investigate the shipment.
Returns & Refunds
What is your return policy?
Eligible items may be returned within 30 days of delivery. Items must be unused, in their original condition, with tags and original packaging, along with proof of purchase. Please review our Refund Policy for full eligibility details. If you are in the European Union, you also have the right to cancel or return your order within 14 days of delivery for any reason, subject to the same condition requirements.
How do I start a return?
Contact us at turhbjuo123@gmail.com to request a return. Please do not send items back before contacting us — returns initiated without prior approval will not be accepted. If your return is approved, we will provide the appropriate return instructions.
What if my item arrives damaged, defective, or incorrect?
Please inspect your order as soon as it arrives. If there is an issue, contact us with your order number and a photo of the item and we will make it right.
How do refunds work?
Once we receive and inspect your return, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process it. If more than 15 business days have passed since approval, contact us and we will follow up.
Can I exchange an item?
The quickest way to get a different item is to return your current order and place a new one once the return is accepted.
Are any items excluded from returns?
The following cannot be returned: custom or personalized products, sale items, and gift cards. Please get in touch if you have a question about a specific item. Using the NEKOLEWELCOME10 welcome discount does not make an otherwise returnable item a non-returnable sale item. Purchases made with this welcome discount remain eligible for our standard 30-day return policy, subject to all other eligibility requirements and exclusions.
Products
Where can I find product details and specifications?
Product details, specifications, and usage information are listed on each product page where applicable. If you have a question that is not answered there, please contact us.
Is Nekol’e a cat-focused store?
Yes. Nekol’e is focused on cats, and our current collection is selected around cat play, grooming, travel, and everyday needs.
Support
How can I contact THE NEKOL’E?
You can reach us at turhbjuo123@gmail.com. We’ll get back to you as soon as possible.