Orders & Payments
Payment
We accept payments via the following methods:
PayNow/PayLah!
Choose to pay from a local bank via HitPay.
Credit Card
We accept Visa/Mastercard/AMEX via Stripe or HitPay.
Please note that a 3% fee applies to credit card payments.
Your payment may have failed for one of several reasons. Please reach out to our Customer Support team for assistance.
Checking Out
Please continue to the payment page via your Profile tab to get back on track!
Checkout times can differ depending on individual internet speed and location.
We request that you do not double-click, refresh, or navigate away from the checkout while it is processing your request to initiate payment for an order.
Amending & Cancelling Orders
Once your order has been placed, it cannot be amended.
If you require a change of address or personal information required to successfully deliver your order, please WhatsApp us.
Once your order has been placed, it is scheduled for processing and packing. If you wish for the order to be recalled and canceled, you may WhatsApp us quoting your order number. A handling and restocking fee of 5% on your order will be charged and the refund will be effected within 1-3 working days to your original mode of payment.
Checkout times can differ depending on individual internet speed and location.
If you have double-clicked, refreshed, or navigated away from the checkout while it was processing your request to initiate payment for an order, you may find that you have accidentally created a duplicate order. We are not able to process charges on your card without your consent.
If you have erroneously made a duplicate order and payment, we can assist with a cancellation provided the following conditions are met:
- You must contact us prior to dispatch of the order for delivery, for eligibility for cancellation.
- You agree to and will bear bank processing fees for cancellation of the order
Bank processing fees typically amount to 3% + $0.50 of the order total. (ie. an order of $100 will incur a bank processing fee of $3.50).
Bank processing fees are imposed by payment processors and credit card companies such as:
- Paypal
- Stripe
- VISA
- Mastercard
- American Express
- NETS
Bank processing fees are not refundable under any circumstance. If you prefer not to pay the bank processing fee, then we shall treat and fulfil the duplicate order as per normal.
In-store Purchase
Prefer to shop in-person? Locate any one of our Neko Neko retail store near you:
📍151 Serangoon North Ave. 2, #01-73, Singapore 550151
📍77 Brighton Cres, #01-01, Singapore 559217
📍247A Jln Kayu, Singapore 799471
📍59d Jln Malu-malu, Singapore 769674
Order Updates
Orders received before 8 AM on business days (ie. Mondays to Fridays, excluding public holidays) will be processed within the working day.
Orders received after 8 AM will be processed the next working day.
Yes! Once you place an order, you'll receive an email confirming that your payment has been processed. Next, you'll receive an email with a tracking number when your item is being fulfilled. After that, you'll get updates from our third-party courier, Ninja Van, informing you that your order is on the way!
You should begin receiving email updates within 1 working day of placing your order.
If you are not receiving order updates, you should check to ensure both your email address and mobile number are accurately input. You can do so by visiting your Account page.
To amend personal information for a specific order, please reach out to us for assistance. This will not amend your personal information saved, so you are advised to revisit this information prior to making payment for your order each time.
