Frequently Asked Questions
Order & Payment
What payment methods are accepted?
We accept the following payment methods:
- PayPal
- Google Pay
- Apple Pay
- credit card
- Klarna
Can I change or cancel my order afterwards?
We place great importance on sustainability, therefore each individual piece is only manufactured once it has been ordered by you.
If you place an order and then decide to cancel it shortly afterward, you should act quickly. Once we have started the printing process, we can no longer cancel orders.
If you realize shortly after placing your order that you have selected the wrong size, please send us an email to: contact@nekodesu.de.
We will then cancel your order and you can place a new one. Again, you need to be quick, because once the printing process has started, we can no longer make any changes.
How do I receive an order confirmation?
Once you have placed and paid for your order, you will receive an order confirmation from us via email.
I haven't received an order confirmation - what should I do?
If you haven't received an order confirmation, please send us an email to: contact@nekodesu.de.
Shipping & Delivery
How long does shipping take?
Each of our pieces is made especially for you after you place your order. This helps us avoid overproduction and conserve resources.
Typically, shipping times are as follows:
- Within Germany: 5 to 7 business days.
- EU-wide: 5 to 10 business days.
The estimated delivery time for your region will be calculated at checkout.
*Delivery times may vary depending on the product and our workload. Thank you for your understanding! If you have any questions about your order, please feel free to contact us via our contact form or by email at contact@nekodesu.de.
Can I track my delivery?
Yes!
You will receive a tracking number from us via email as soon as your package is on its way to you.
Check your spam folder too!
Do you also deliver abroad?
We currently deliver to the following countries:
- Belgium
- Bulgaria
- Denmark
- Germany
- Estonia
- Finland
- France
- Greece
- Ireland
- Italy
- Croatia
- Latvia
- Lithuania
- Luxembourg
- Malta
- Netherlands
- Austria
- Poland
- Portugal
- Romania
- Sweden
- Slovakia
- Slovenia
- Spain
- Czech Republic
- Hungary
- Cyprus
How much does shipping cost?
Shipping costs (including insurance and tracking) are 5,99 € within Germany and 10,90 € within the EU. Shipping is free within Germany for orders of 80 € or more. Shipping is free within the EU for orders of 100 € or more.
Returns & Exchanges
Can I return or exchange items?
We place a high priority on sustainability. That’s why each item is printed only after you’ve placed your order. Please review your order carefully before submitting it.
If you’re still not satisfied with your order, you have a 14-day right to cancel. If you have any problems or questions, please feel free to contact us via our contact form or by email (contact@nekodesu.de).
What should I do if my order is damaged or defective?
If your order arrives damaged or with manufacturing defects, please contact us as soon as possible, no later than 30 days from the shipping date (contact@nekodesu.de).
Please send us photos of the damaged or defective items and let us know whether you would like a refund or a replacement. We will review your request as soon as possible and take the appropriate action.
How does the return process work?
After receiving your order, you have 14 days to exercise your right of withdrawal .
If you have created a customer account , you can select the item from your recent orders and request a return.
If you have not created a customer account , please send us an email to: contact@nekodesu.de.
How much does it cost to return the item?
Return shipping is free.
When will I receive my refund?
The time it takes for the refund depends on your payment method, your bank, and the time of your requested return.
It usually takes up to 14 days.
Should it take longer, please send us an email to: contact@nekodesu.de.
Product information
Will sold-out items be restocked?
Yes.
If an item is sold out, we are already working to make it available again as quickly as possible!
How do your sizes run?
Here is an overview of our size charts. You can also find them on the respective product pages.
What material are your products made of?
Our shirts:
- 100% combed ring-spun organic cotton
- Shell - Single jersey
- 200 g/m², pre-washed
- fabric is PETA-approved vegan & GOTS-certified
Our sweatshirts:
- 100% ring-spun, combed organic cotton
- 350 g/m²
- the fabric is certified according to GOTS (Global Organic Textile Standard) and OCS (Organic Content Standard) for its organic cotton content
- the fabric is certified according to OEKO-TEX Standard 100 and is PETA-approved vegan.
How do I properly care for your products?
- Machine wash cold (max. 30°C), inside out, on a gentle cycle with mild detergent and similar colors. Use chlorine-free bleach only if necessary. Do not use fabric softener.
- For a longer lifespan, we recommend hanging the product to dry.
- If necessary, iron on a low setting from the inside. Do not iron over prints.
- Do not dry clean.
Account & Support
Do I need a customer account to order something?
No.
You don't need a customer account, but creating one offers several advantages. For example, we regularly send discount codes to our existing customers, and everything will already be saved for your next order.
How can I contact you?
If you couldn't find what you were looking for in our FAQs, please send us an email with your question to: contact@nekodesu.de.
How can I unsubscribe from the newsletter?
To unsubscribe from the newsletter, you can go to one of the recent emails you received from us. The "Unsubscribe" link is located at the very bottom.
This could cause you to miss out on discount codes that we send exclusively to our existing customers from time to time.
Miscellaneous
Who are you, anyway?
Hey, nice that you asked!
We are Alex & Maren from Cologne. We love everything that has anything to do with Japan and founded NekoDesu GbR in late summer 2025.
We want to bring a piece of Japan into your home with our designs.
NekoDesu is our first store and we're happy to answer any questions you may have. Either email us at contact@nekodesu.de or contact us on our social media channels:
Instagram: @nekodesu.official
TikTok: @nekodesu.official