FAQ
Below are some of the frequently asked questions we receive from customers on a daily basis.
About gift wrapping
To prevent damage during shipping, the item will not be shipped in a packaged state.
Please pack your items yourself. Thank you for your understanding.
,
We sell gift wrapping.
If you are interested, please purchase from the product page.
Delivery time
Please note that shipping days are Saturdays, Sundays,and holidays. Please be careful if you are in a hurry.
*Shipping holidays may be subject to change, so please check the "NEWS" section.
About the resins currently used
Unlike "UV resin" and "epoxy resin" that are generally used in handmade products,
It hardens quickly and completely envelops the candy, so it is processed to prevent it from coming into contact with air.
This means there is no need to worry about the candy melting or going moldy.
However, since resin is a material that generates heat, it will be used or stored in high temperature locations for long periods of time.
Please note that there is a risk that the "real candy" inside may deteriorate.
Please avoid using, storing or leaving the product near fire, under direct sunlight or in high temperature locations.
Regarding black spots and lumps on candy
All the sweets are made by hand.
Defective product
■Defective replacement
Once we receive the item, we will check our stock status and exchange it for a new or equivalent item.
Please contact us by email with a picture of the product within one week of receiving the product.
Products cannot be exchanged after one week has passed since purchase.
*We cannot accept returns due to customer convenience.
[Important] Regarding seller product handling
■Our products may be sold on flea market apps and auction sites.
We do not know how the "sale items" have been stored, but we cannot guarantee their quality, so we cannot take any responsibility for the product warranty of the "sale items."
Please note that we cannot offer returns, exchanges or quality guarantees for any purchases.
■We do not know how the "sold items" were stored after they arrived overseas, but we cannot guarantee their quality, so we cannot take any responsibility.
Please note that we cannot accept returns, exchanges or guarantee the quality of products once they have arrived overseas.
[Important] About Pay Later (Paidy)
■You don't need to worry about transfer slips. You can choose your payment method and make your payment using the Paidy app that you downloaded when you made your purchase.
.
* In the case of Paidy payment, although it is rare, there are cases where the order will proceed even if the item is not in stock, even if it is reserved in the cart.
This phenomenon occurs when products are reserved at the same time on special days or for popular items.
[Important] About shipping
Nekopos does not guarantee anything that may happen during delivery, damage, or accidents such as receipt. In the event of non-delivery, damage, or delivery delay of the product, our store guarantees replacement, compensation, and expenses. Also, if the delivery status is "Delivery completed," we cannot guarantee against loss of the package even if it has not arrived. Please use this service with your understanding. If you prefer, please use acourier service .
* If you refuse to accept the item or cancel after it has been shipped, we will charge the shipping fee to the buyer (even if the item is free shipping).
Please note that there may be legal consequences if you do not comply with our requests.
[Important] Characteristics and individual differences of candy
[Important] Important: Regarding the sale of candy parts only
■Our candy parts have intellectual property rights and design registrations. They cannot be used for anything other than our products, so we do not sell the parts separately. This is to protect our intellectual property rights.
*We also accept requests to process candy and sweets brought in by customers.
[Important] How to store candy
◆Avoid direct sunlight, high temperatures and humidity.
◆During the summer, avoid leaving the product in places with high outside or room temperatures.
*Candy melts easily at high temperatures.
*Products cannot be returned or exchanged due to improper storage after delivery.
*Please be careful when using the leave-delivery service.
We cannot guarantee against damage to products caused by delivery to a designated location or defects such as melted candy.