For returns and refunds, please check out the Store Policies page.
ORDERS
When will my order be processed?
I typically process all orders within 1-2 business days of receiving the order. Please note that the shop is operated by one person, in which case there might be unexpected delays in getting your orders out. You will be notified if there are any major delays outside a grace period of 5 business days.
I chose the ‘Pick up @ Tanjong Bunut’ option, will my order be ready to pick up any time?
For pick ups at Tanjong Bunut, orders can be collected on Saturday and Sunday only.
More info on this in the Payment & Delivery page.
I chose the ‘Pick up @ Cube’ option, when will my order be sent to the cube?
For cube pick ups, orders will be sent to the cube on every Monday, Wednesday and Saturday.
More info on this in the Payment & Delivery page.
Where is the cube for the pick up?
All pick ups will be from the cube outlet at the Box of Cravings, Setia Kenangan Complex II only.
I chose the ‘Pick up @ Cube’ option, how do I know if my order has been sent to the cube?
You will be notified through WhatsApp and email. Your order will be reserved in the cube under the order number in your confirmation email.
I placed an order but the next day your store is (temporarily) closed and I can’t check the status of my order. When will my order be processed?
From time to time, the website may be closed for maintenance or I may be away for whatever reason. In the case of maintenance, your order will still be processed and you will still receive email notification on your order.
In the event that I would be away, the store will be closed a couple of days earlier (exception: emergency cases) and prior to that I will announce it on Instagram/Facebook; this is to give me ample time to process and send out your orders, so no worries, your order will be out before I’m actually away.
Where is my digital file?
Your digital file can be found in your ‘My Account’ under the Orders section.
How do I cancel an order?
Contact me as soon as possible and request an order cancellation. Please note that it is not possible to cancel an order once it has shipped/sent out.
I ordered a wrong item/digital file. Can I get an exchange or refund?
Please send email to littlenekoshoppe@gmail.com or WhatsApp with your order number and details of the item(s). You can only exchange/ask for refund if the item is still unused/intact in its original packaging.
ALL DIGITAL CONTENT (such as Silhouette Upgrade Codes) IS NON-REFUNDABLE.
My order contains pre-order item(s). When will my order ship?
Please refer to the pre-order section below.
Is it possible to combine orders?
Unfortunately at this moment I am unable to combine orders.
Can I combine orders from this website and from the cube outlets?
Unfortunately at this moment I cannot combine orders from this website and from the cube outlets.
My order never arrived. What do I do?
Before contacting me, please check with your local post office to enquire the whereabouts of your package. If you do not receive your package after 7 days (for Brunei) and 30 days (for Malaysia), please contact me.
PRE-ORDERS
How long does a pre-order item take to arrive (to Little Neko Shoppe)?
For pre-order items, the ETA (estimated time of arrival) would be stated in the product page. Due to the fact that our products are sourced and shipped internationally from suppliers all over the world, shipping times for your order may vary. Normally it takes about 3-4 weeks for pre-order items to arrive to me unless stated otherwise. Please note this is only an estimate as I have no control over the shipment until after it arrives to me.
If my order contains a pre-order item, when will it ship?
Your order will ship as soon as all the items are available. If your order contain a pre-order item and in-stock item(s), then I will wait until the pre-order item has arrived and then ship them together. If you wish to receive your other items before your pre-order item is available, then please place separate orders.
The whole order will ship once the whole order is ready, I do not ship partial orders.
My order contains two or more pre-order items with different arrival times. When will I receive my order?
Again, your order will only ship when all the pre-ordered items become available. If you want some items ahead of time, please place separate orders.
PAYMENT (for more info on payment and shipping, please check the Store Policies page)
I’m a Bruneian/Malaysian customer, but I do not have a PayPal account. How do I pay for the items?
You do not need a PayPal account to purchase from this shop. You can still check out using your credit/debit card on the PayPal payment page.
How does bank transfer/deposit work (for Brunei customers only)?
For bank transfer payment, after checkout you will be given the instruction on how to make the bank transfer. Your order will only be processed after the payment is through. You will be given 3 DAYS to complete your payment (with the exception of pre-orders). After 3 days, unpaid orders will be cancelled.
Why do I need to change the currency to SGD (for Brunei customers only)?
PayPal does not recognise the fact that Brunei and Singapore dollars are pegged 1:1 but Brunei banks do. As such, paying in BND will cause PayPal to charge you according to their conversion rate. But if you opt to pay in SGD, your bank will convert this to BND at 1:1 rate.
PAYMENT PLAN
How does Payment Plan work?
Some products are eligible for Payment Plan, which simply means the product is available for purchase/preorder on installment basis.
How long is the installment and when do I need to make the payment?
Installments are on 2-month plan (3 payments). The first/initial payment is made when customer place the order. Second payment (1st installment) is to be paid 30 days after the initial payment. Third and final payment (2ns installment) is to be paid 30 days after the second payment (1st installment).
I would like to pay for the balance earlier/before the installment due dates. How do I proceed?
If you would like to make the payment earlier than the due date(s), please email me at littlenekoshoppe@gmail.com stating your Order Number.
When will I receive my ordered item if I pay by instalment/payment plan?
You will only receive your item(s) once the item has arrived and full amount has been paid.
SHIPPING/DELIVERY
My billing address is in Brunei/Malaysia, but I would like to ship to other countries.
Unfortunately at this time orders from this website can only be shipped within Brunei and to Malaysian addresses.
Can I ship items in the same order to multiple addresses?
Regretfully I am unable to ship to more than one shipping address at this time. I suggest that you place multiple orders for items that you would like to be shipped separately.
Can you undervalue the items on my invoice (for Malaysian customers)?
Please note that I am obliged by the law to declare the actual value of the merchandise on the invoice.
Where is my tracking number (for Malaysian customers)?
Log into your account and click Orders, then click the order you would like to track.
The tracking number doesn’t work. What do I do?
Sometimes the tracking doesn’t update, but rest assured your order has been processed and is on its way to you. If your order has not arrived after 30 days, please contact me through the contact form or Whatsapp (for quick response)WhatsApp .
When will my items arrive to me?
Shipping time varies with destinations as well as other circumstances. For deliveries within Brunei, this usually takes between 2-7 days after I mail them out. For international shipping, most packages will arrive in 3-4 weeks.
I wrote my shipping address incorrectly. What should I do?
If your order has not been shipped, please contact me as soon as possible using the contact form. If your order is in the process of being shipped, unfortunately I am unable to modify it.
Do you offer meet-ups or self pick-up service (for Brunei customers only)?
For orders made through this website, there will be no meet-ups but you can opt to self pick-up (from the cube outlet).
Can I request a different shipping/delivery method?
For Bruneian customers: currently PosLaju is the only delivery method I offer at the moment.
For Malaysian customers: EMS is a little more expensive but it faster and has better tracking. I used to offer registered airmail but due to it being somewhat slow and packages are prone to go missing, I no longer offer this option.
OTHERS
I don’t see the products in your cube outlets listed on the website.
All products listed on the website are separate from the cube outlets. Occasionally some products are only available in the cube outlets and vice versa.
I received a damaged product. What do I do?
Please email me at littlenekoshoppe@gmail.com or WhatsApp as soon as possible with your order number, damaged/faulty item’s name and photograph of the damaged item.
The product I received is not what I ordered / I received wrong product. What do I do?
Please send email to littlenekoshoppe@gmail.com or WhatsApp as soon as possible with your order number and details of the wrong item(s).
I get charged with tax/customs duty!
Tax/customs duty are not included in the item price/shipping/handling fees. It is the customer’s responsibility to find out and pay for any incurring fees imposed by customer’s customs office.
If you do not find the answer to your question here, feel free to send me your questions through the contact form. I will reply your messages within 24 hours during business hours.