FAQ

 

What is Neko Box?

Neko Box is a monthly subscription box full of beautiful Japanese lifestyle goods sent to you directly from Japan.

Each month we curate a mystery limited-edition box based around a theme. Inside you will find 5+ items including high value ceramics pieces and other homeware goods.

Our artisan items are unique and limited edition, so there are only 300 subscriptions available each month. Get in quick to get yours!
 

What's inside Neko Box?

You'll discover Japanese-made items such as ceramics, textiles, traditional crafts, other homeware and our own original content. We are always looking for new items to surprise you with each month!

Neko Box is a mystery box so we can't 100% guarantee exactly what will be inside the boxes each month. The images we post on social media and email newsletters are to show the theme and give you a general idea of the types of products to expect. You'll always receive 5+ high value homeware products that you'll be excited to unwrap each month!
 

When can I order?

Anytime! To receive our next box, first-time subscribers will need to order before the 21st of each month prior to shipping. For example, if you subscribe between February 22nd - March 21st, you will receive our April box. 
 

What about shipping and tracking?

  • Express Shipping: All subscriptions and one-off orders are sent via Airmail. This costs $12-$18 depending on your location. Most countries will receive their orders within 5-10 days.

You can confirm your shipping price once you have entered your full address details at checkout. Every order comes with tracking and requires a signature upon delivery. 

Your Neko Box will ship out the first week of every month.

Please note:

  • Currently, orders sent to Canada, parts of the US, parts of Europe and Australia are experiencing some delays due to their national postal service. This means you may receive your box a week or two later than usual. Canadian shipments can take up to 48 days to be processed once boxes arrive in Canada.
  • Canadian shipments cannot be tracked once they've arrived in Canada due to Canada Post's regulations. We cannot send new boxes or issue refunds if boxes are late in Canada, or if you can't track your item.

We use Japan Post for all our shipping. They are one of the most reliable, efficient and trusted shipping companies in the world!
 

When will I be charged each month?

If you subscribe to a month-to-month plan, you will be charged when you place your first order. From the next month onwards, you'll automatically be billed on the 21st of each month. Easy right? 

When you order a prepaid plan, you will be charged when you place your order. You won't be charged again until your prepaid period finishes. You'll be charged for another prepaid term on the 21st of the month you receive your last box. Prepaid subscriptions renew automatically, so be sure to cancel your subscription if you don't want it to renew! Each time a prepaid plan renews, you'll receive the discounted price.
 

What about cancellations and refunds?

Please note that orders cannot be refunded after the 21st of each month due to product ordering and shipping deadlines. 

If you need a break from all the Japanese goodies or are away from home, you can easily skip a month or two by clicking the 'skip' button on your account page (under the 'edit subscription' section). 

If you would like to cancel, log in to your account, click to edit your subscription and click cancel. Doing so will cancel your subscription but not your current shipment. If you have signed up but want to cancel before receiving your first box, please contact us before the 21st for a full refund. 

Prepaid plans (3-month and 1-year) can be cancelled before they renew for another term from your account page. However, they cannot be refunded unless you email us asking for a refund before your first shipment. If you want to gift a Neko Box prepaid subscription, you can cancel auto-renew at checkout. 

If your order arrives damaged, please send us a photo and we'll send you a new item or refund the price of the item. 
 

Can I gift a subscription?

Absolutely! Neko Box subscriptions make wonderful gifts any time of the year. We'll even include a handwritten note to the receiver! 
 

How are boxes priced? 

All prices are in US Dollars. Subscriptions start from USD$35.99/month for the 6 month prepay plan. Each month's Neko Box is worth at $70-$90 and includes unique items all made in Japan. The full value of your Neko Box will be included on the content description insert found inside your box. 
 

Can I use Paypal?

We use Stripe for our checkout, and will be implementing Paypal as a checkout option soon. If you need to use Paypal to complete your order, please email us and we will send you an invoice.
 

Will I need to pay Customs Duties or Tax?

In most cases you shouldn't need to pay Customs Duties as our box (incl. shipping) is under the threshold for most countries. If you're in the UK or the EU you may need to pay customs duties, handling fees or tax to receive your box. If you are unsure, please check with us or your local Customs Office.
 

What is KAWA zine?

KAWA is our Japan travel zine (mini-magazine), designed exclusively for Neko Box customers. Each month we guide you through our favourite spots to visit in Japan while giving historical insight to local attractions. KAWA lets us share our experiences in Japan with you - we take the photos, draw the illustrations and write the content found within the pages. We can't wait to take you on our next adventure!
 

What is the Shop?

The Shop is our online store that delivers you extra unique one-off items made by Japan's creative studios and designers. All one-off items are shipped via AirMail (5-10 day shipping to most countries). We curate beautiful items from all over Japan that we know you'll love. Discover special ceramics, stationery and more in our one-off store. We are always building new relationships with local producers, so check our Instagram and blog to keep up with new product updates! 

Our one-off items can be purchased quickly and easily with our direct checkout! No accounts or logins needed. We will confirm your order by email and send your tracking number once your item has shipped.

We love to create! Check out the shop for exclusively designed art prints and more designed by the Neko Box team. 


Can I combine my shop order into my subscription box?

Unfortunately this isn't possible. Adding extra items to your monthly subscription order could potentially lead to damage and breakages. Neko Box shop orders are packaged specifically to each individual order. We take great care to ensure your items arrive to you safe and sound!


When will my shop order be shipped?

When you place an order from our shop, a confirmation email will be sent notifying you that we have received your order. Please allow between 24-48 hours to receive your shipment notification and tracking number via email. Orders received on Saturdays and Sundays will be shipped out the following Monday or Tuesday. If there are any issues with your order prior to shipment, we will contact you via email. 


After my order has shipped, when can I expect to receive it?

All shop orders use super-speedy and secure, using Japan Post Airmail with registered shipping. From the time of receiving your shipment notification and tracking number via email, please allow 5-10 days (for most countries) to receive your order.

Please note Canadian customers can't use their tracking number within Canada due to Canada Post's regulations.


Can I combine shop items for cheaper shipping?

Of course! All items in our store are eligible (unless mentioned otherwise) for combined shipping. Your shipping total at checkout reflects the total cost of combined shipping for all your items. We ensure your shipping total is calculated to ensure efficiency and care for your items. If your order has unique shipping needs (i.e more than one box required to fulfil your order), we will notify you via email.


I have a wish-list of items I want to buy from Japan! Can you put item 'x' in the store?

Send us your suggestions! We are always on the lookout for beautiful Japanese stationery, ceramics and homewares to put in our one-off shop. If there are any unique Japanese items you would love to see in our store, we will definitely consider stocking them.