Refund policy

14-day return policy

You may request a return within 14 days of delivery. To be eligible, the item must be unworn, unwashed, in its original condition, and returned with its original packaging and proof of purchase. Every Nekomori piece is printed for the order that asked for it, so a return cannot go back on a shelf; we offer one anyway.

If you are shopping from the European Union, the United Kingdom, Australia or Brazil, the section for your region below sets out rights you have in addition to this policy. Where they give you more than this policy does, they win — nothing here takes away a right the law of your country gives you.

Start a return

Sign in to your Nekomori customer account at https://shopify.com/101002182973/account, open the order, and select the item you want to return. If the return option is unavailable, email hello@nekomori.io with your order number.

Approved returns receive return instructions and a prepaid return label. Return shipping is free and we do not charge restocking fees. Please send only items that have been approved for return.

Items that cannot be returned

Garments that have been worn, washed, or altered cannot be returned. Trying a garment on to check the fit is not "worn" — you are entitled to handle it as you would in a shop. This exception does not apply to items that arrived damaged, defective, or incorrect.

Damaged, defective, or incorrect items

Email hello@nekomori.io within 48 hours of delivery with your order number and clear photos of the item and packaging. We will arrange a replacement or refund. In some cases, you will not need to send the item back.

The 48-hour window helps us make a carrier claim while it is still possible. Missing it does not remove your legal rights over a faulty item, which last far longer — see the regional sections below.

Exchanges

For an exchange — a different size, or a different design — contact hello@nekomori.io before returning anything. Because each piece is printed to order, an exchange is a return plus a new print run, and we will walk you through it.

Refunds

We will inspect your return after it arrives. If approved, the refund will be issued to the original payment method. Your bank or card provider may take 5 to 10 business days to post the refund. Original shipping charges are refundable when the item was damaged, defective, or incorrect, and when you cancel under a statutory right of withdrawal as described below. Where you simply change your mind and no statutory right applies, we refund the price of the goods and keep the original shipping charge.

European Union and United Kingdom

You have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. The period runs from the day you, or someone you name, takes physical possession of the last item in the order.

To withdraw, tell us clearly before the 14 days are up — an email to hello@nekomori.io saying you are cancelling is enough, and you may use the model withdrawal form if you prefer. You then have a further 14 days to send the goods back.

When you withdraw, we refund everything you paid, including the standard outbound delivery charge, within 14 days of receiving the goods back or of your proof of return, whichever comes first. If you chose a more expensive delivery option than our standard one, we refund the standard rate. We pay for the return itself; you may be liable for any reduction in the value of the goods resulting from handling them beyond what is needed to establish their nature, characteristics and functioning.

Our products are printed to order from our own catalogue of designs. They are not made to your specifications or personalised by you, so the exemption for custom-made goods does not apply and this right of withdrawal stands.

Separately from withdrawal, goods must be as described and of satisfactory quality. If they are not, you have remedies for two years from delivery in the EU and up to six years in the United Kingdom (five in Scotland). Those remedies are free to you and are not affected by the 14-day windows above.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Brazil

Under article 49 of the Consumer Defence Code you may cancel a distance purchase within 7 days of receiving it, for any reason, and receive a full refund of everything you paid, including delivery. Tell us at hello@nekomori.io within that period. The 14-day policy above is longer, so you may use whichever suits you.