Orders & Payment
How long does it take to process my order?
Orders are usually processed and shipped within 1–3 business days (excluding weekends and public holidays).
Which payment methods do you accept?
We accept major credit/debit cards, PayPal and other secure payment methods available at checkout.
Can I cancel or change my order?
Orders may be cancelled before shipment. If your order has already been packed or is being prepared for dispatch, cancellation may no longer be possible. If you wish to cancel or change your order, please contact us as soon as possible. We'll do our best to accommodate your request.
Will I receive an order confirmation?
Yes. You'll receive a confirmation email immediately after placing your order.
Can I use more than one discount code?
Only one discount code can be applied per order unless otherwise stated.
Shipping & Delivery
Which countries do you ship to?
We currently ship to the following European countries:
Austria
Belgium
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Hungary
Italy
Latvia
Lithuania
Luxembourg
the Netherlands
Poland
Portugal
Slovakia
Slovenia
Spain
Sweden
Available shipping methods vary depending on the destination and will be shown at checkout.
Which shipping carriers do you use?
We currently ship with the following carriers, depending on the destination and shipping method selected:
- Mondial Relay (Pickup Points)
- Bpost Home Delivery
- PostNL Home Delivery
The available shipping options for your destination will be displayed during checkout.
How much does shipping cost?
Shipping costs are calculated automatically at checkout based on your destination and order weight.
How can I track my order?
Once your order has been shipped, you'll receive a tracking number by email.
Do you offer free shipping?
Yes! We offer free Mondial Relay shipping on orders over €79 to the following countries
- Belgium
- France
- Luxembourg
- the Netherlands
Free shipping is automatically applied at checkout when your order qualifies.
What should I do if my package arrives damaged?
Please contact us at contact@nekomecha.com within 48 hours and send photos of the packaging and damaged item. We'll help resolve the issue as quickly as possible.
Returns & Refunds
Can I return my order?
Yes. Returns are accepted within 14 days if the item is unused, unopened and in its original condition.
What if I received the wrong item?
Please contact us at contact@nekomecha.com with your order number and we'll arrange a replacement as soon as possible.
How long does a refund take?
Once we receive and inspect your return, we'll process your refund as soon as possible. Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider or bank.
Who pays for return shipping?
Return shipping costs vary depending on the circumstances. Please contact us at contact@nekomecha.com before returning an item. We'll be happy to assist you.
Products
Are your products authentic?
Yes. Every product sold by Nekomecha is 100% authentic and sourced from official distributors and manufacturers.
When will out-of-stock items be restocked?
Restock dates depend on our suppliers. Feel free to contact us and we'll check availability.
Do you offer pre-orders?
No. Nekomecha currently does not offer pre-orders. We only sell products that are physically in stock and ready to ship. This helps customers avoid long or uncertain waiting times.
Help & Support
How can I contact Nekomecha?
You can reach us anytime at contact@nekomecha.com
Can you help me choose a model kit?
Absolutely! Whether you're a beginner or an experienced builder, we'll be happy to recommend a kit.
How do I check my Nekomecha Club points?
Click the Nekomecha Club button in the bottom-right corner of our website to view your points and rewards.
I can't find the answer I'm looking for.
No problem! Just send us a message at contact@nekomecha.com and we'll be happy to help.