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OLD FAQ

What is Neko Box?

Neko Box is an online store based in Japan, selling beautifully crafted Japanese homeware, stationery and accessories.

We also curate amazing themed gift boxes, and have a popular monthly stationery subscription – Zakka Kit!

Take a look at our beautiful shop and feel free to ask any questions.
PS – we ship worldwide!
 

What's inside Zakka Kit?

Zakka Kit is a mystery box so we don't show 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 5-8 fun and quality stationery products that you'll be excited to use 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: Most shop orders and subscriptions are sent via Japan Post Airmail which will be picked up by the national postal service in your country. The cost depends on the weight of the package and on your location. Most countries will receive their orders within 10 days unless their are customs or shippping delays. Please speak to your local post office if your order takes longer than 10-20 days.
  • Subscriptions and orders sent to Africa and Mexico are sent via EMS due to the very slow national postal service in these countries (EMS is a lot faster and more reliable).

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 Zakka Kit will usually ship out within the first 10 days of every month.

Please note:

  • Currently, orders sent to Canada, parts of the US, parts of Europe (incl. Italy and Russia), Africa & the Middle East, the Philippines, Singapore 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. Italian and Canadian shipments can take up to 48 days to be processed once boxes arrive in your country.
  • Usually 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!
 

What happened to the Neko Box subscription?

Sadly, for practical reasons we have discontinued our very popular Neko Box subscription. For all you mystery homeware lovers – don't despair! We will be curating some amazing new themed boxes that will only be available in our shop from early 2019 onwards.
 

When will I be charged each month for Zakka Kit?

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?

If your card doesn't have enough funds, our system will keep trying to re-charge your card for 10 more days after the initial attempt. If you don't update your card within this time, your subscription will be automatically cancelled. You can re-subscribe at any time after this by going to your account and re-activating your subscription.
 

What about cancellations and refunds for Zakka Kit?

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.

Please note:

  • Zakka Kit has a separate account log in from our shop. Please log in to your subscription to make changes/see the status of that subscription.

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

How are items priced?

All prices are in US Dollars.  

Subscriptions for Zakka Kit start from USD$19.99/month. The full value of your Zakka Kit will be included on the content description insert found inside your box.
 

Can I use Paypal?

You can use PayPal in our shop but at this stage PayPal is not available if you want to subscribe.
 

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 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) and usually within 2-5 business days of purchase (unless you have a pre-ordered or out of stock item). Please note that during busy periods and special sale events, your order may take longer to pack than usual.

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 2-5 business days to receive your shipment notification and tracking number via email. This will take longer if you have a pre-order or out of stock item in your order.


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

All shop orders are fast and secure, using Japan Post Airmail with registered shipping. From the time of receiving your shipment notification and tracking number via email, please allow 7-10 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 is too large, we will either send it via EMS or pack it into smaller parcels and send them separately.


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.

 

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