FAQ
Here are some frequently asked questions that customers ask us on a daily basis.
About gift wrapping
To prevent damage during shipping, we do not ship the product in a packaged state.
Please pack your items yourself. Thank you for your understanding.
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We sell gift wrapping.
If you are interested, please purchase from the product page.
Delivery time
Please note that we do not ship on Saturdays, Sundays, or holidays .
*Shipping holidays may be subject to change, so please check the "NEWS" section.
*Yamato Transport's "Mail Delivery" has now partnered with Japan Post and become "Kuroneko Yu-Packet."
Our delivery center will hand over the product to Yamato Transport, which will then hand it over to Japan Post, who will then use Japan Post's delivery network to deliver it to you. Therefore, please note that delivery may take some time. Delivery dates and times cannot be specified.
Our delivery center will hand over the product to Yamato Transport, which will then hand it over to Japan Post, who will then use Japan Post's delivery network to deliver it to you. Therefore, please note that delivery may take some time. Delivery dates and times cannot be specified.
About the resins currently used
Unlike "UV resin" or "epoxy resin" that are generally used for handmade items ,this resin hardens completely quickly and completely encases the candy.Itis processed so that it does not come into contact with air, so there is no need to worry about the candy melting or getting moldy.
However, because resin is a heat-generating material, using or storing it in a high-temperature location for an extended period of timemay cause the "real candy" inside to deteriorate, soplease avoid using, storing, or leaving it near fire, in the hot sun, or in a high-temperature location.
Polyester resin may yellow over time.
Please understand that this is due to the characteristics of resin.
Because these are real candy, they may fade or change in quality depending on the place of use and the passage of time. Please understand this before purchasing and enjoy the authentic feel of these candy.
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 and exchange it for a new or equivalent item.
Please contact us by email with a photo of the product within one week of receiving it.
We cannot exchange products that have been purchased more than one week ago.
*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 "sold items" have been stored, but we cannot guarantee their quality, so we cannot take any responsibility for the product warranty of the "sold items."
Please note that we cannot offer returns, exchanges or quality guarantees for purchases.
■We do not know how the "sold items" have been stored after arriving 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 arrive overseas.
[Important] About deferred payment (Paidy)
■You don't need to worry about bank transfer forms. You can choose your payment method and make your payment using the Paidy app that you downloaded when you made your purchase.
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*In the case of Paidy payment, although it is rare, there may be cases where the order proceeds even if the item is in the cart and out of stock.
This phenomenon occurs when products are secured at the same time on certain product days or for popular products.
[Important] About shipping
Nekopos does not guarantee anything that may happen during delivery, such as damage or receipt. In the event of non-delivery, damage or delayed delivery of the product, our store will provide a replacement, compensation, or other compensation. Also, even if the delivery status shows "Delivery completed," we cannot guarantee against loss of the package even if it has not arrived. Please be aware of this before using this service. If you prefer, please use acourier service .
* If you refuse to accept the item or cancel the order after it has been shipped, we will charge the shipping fee to the buyer (including in cases where the shipping is free).
Please be aware that if you do not comply with our request, we may have legal consequences.
[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 any products other than those we sell, 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.
*We cannot accept returns or exchanges for products due to improper storage after delivery.
*Please be careful when using the drop-off delivery service.
We cannot guarantee against damage to products caused by delivery or defects such as melted candy.