Frequently Asked Questions

A question ? A doubt ?

Please find below the answers to the most common requests from our clients !

What if I need to modify or cancel my order?

Any order can be modified or cancelled before it is shipped by sending us a message on the contact page form or directly to the e-mail address hello@mysweetneko.be.

Once the package is sent there will be no modification or cancellation possible.

However you will always be able to return the package (shipping fees at your charge).

The refund will be done after receiving the package and checking the product’s condition.

I haven't received my order yet. Is it normal ?

Delivery time is estimated by Mondial Relay at :

  • Belgium : 3 working days after shipping
  • France : 5 working days after shipping

Actual delivery time may vary from the one stated at a rate of +- 2 working days and is beyond our control.

If your package still isn’t delivered after 5 working days after shipping please contact us on our contact page form or directly at the email address probleme@mysweetneko.be.

Don’t forget to provide your order number and the email address linked to your account on our website.

I don't like the colors and/or size of the product. Is it possible to make some changes ?

For any change or customization of a product we invite you to contact us on the contact page form or directly at the email address hello@mysweetneko.be.

Additional costs may be charged regarding the production time, added raw materials and/or the complexity of the request.

We reserve the right to decline some requests if we find them too complicated, inapropriate or against ethics.

How much do the delivery fees cost ?

Deliveries will be made by Mondial Relay and the fees are :

  • BELGIUM

    – Home : between 5€ and 6€ (depending on the weight)

    – Pick-up point : 3,75€

  • FRANCE

    Only pick-up point : between 5,10€ and 6,60€ (depending on the weight)

How long will it take for my order to be shipped?

Orders will be shipped after 5 working days.

How much time will it take for my order to be delivered ?
  • Belgium : 3 working days after shipping
  • France : 5 working days after shipping
Can I be delivered earlier ?

Packages may be sent faster upon request by leaving a message on the contact page form, the checkout “Order notes” form or directly at the email address hello@mysweetneko.be.

Additional cost will be charged.

How can I track my package ?

Whenever your order is ready and handed to the transport company you’ll receive an email with the tracking number and a link to follow it on the Mondial Relay‘s website.

You will also be able to find these informations on your account under the “my order” page.

Can I ship my order to another address ?

If you don’t want to be delivered at home or will be out of it at the time of delivery you can save another postal address in your account under the Address page or at the checkout.

You can also choose to send your order to a Mondial Relay pick-up point and collect it later.

Can someone else collect my order at the pick-up point ?

Yes.

This person will only need to provide your ID card in addition to its own.

Do you also deliver outside of Belgium ?

Right now we only ship the products to Belgium and France.

However we invite you to contact us with the contact page form or directly at the email address hello@mysweetneko.be if you want us to send an order in another country.

What kinds of payment methods do you accept ?

Right now we accpet 2 different payment methods :

– debit cards (ING, BNP Paribas Fortis, Deutsche Bank, CB, …) by bank transfer*. The bank account number for the transfer is provided at the end of the checkout of your order.

– credit cards (Visa, Mastercard) with a Paypal account.

*Production and shipping time will be extended for the products ordered by bank transfer.

This is because these orders will only be processed after receiving the payment on the bank account of the shop.

There was a problem at the checkout. What do I do ?

If you’re experiencing a problem while proceeding the checkout, this may be because of a technical issue on the website.

Please contact us with the contact page form or directly at the email address probleme@mysweetneko.be.

My debit/credit card was rejected...

If the payment is declined while trying to checkout your order, several reasons may be possible :

  • The informations entered are invalid (card number, expiry date, name or security code). Please check them carefully.
  • Your card may have a problem. In this case your bank may be blocking your payment authorization. We invite you to contact them directly.
  • You may not entered the right security code given by your bank device or were too slow writing it in the form. Try again and pay attention to not take too much time checking and writing the code.
  • Your bank card is invalid for online transactions or isn’t listed on our website. Use another debit/credit card or ask a relative to checkout for you.

Make sure you’ve entered the right informations of your debit/credit card, that your bank account has sufficient funds and that your card hasn’t expired.

I don't like the product I ordered. May I return it ?

Orders may be returned at your charge and in good condition.

You have 14 days, starting the day of delivery, to return your product, by notifying us by e-mail.

We reserve the right to decline any refund if the product returned is damaged and that these damages are not due to a production defect (each product will be photographed before shipping to garanty the original condition).

What do I have to do to return one or several products ?

To return any product we invite you to notify us by message on the contact page form or directly at the email address retour@mysweetneko.be.

Then just send us back the product (within 14 days starting the date of delivery) to the following postal address :

MY SWEET NEKO via Avomarc SCRL
Vandenbulcke Charlotte
Chemin du Wazoir 38
7100 La Louvière
BELGIQUE

Shipping fees will be at your cost so we advise you to choose Mondial Relay (shipping price at 3,75€ with maximal weight of 5kg).

Other transport companies may be used : BPost, UPS, GLS, DPD, Postnl

How can I create an account ?

To order product sold on My Sweet Neko’s website you will have to create an online account to register your order, billing and shipping informations.

To do this you’ll just have to click on the account creation link (on the top right of the website or at the checkout) and enter your informations.

Once registered you will be able to access your account at any time using your email address and password chosen.

You can change your informations or even delete your account whenever you like.

How do I change my informations ?

You can change your account informations at any time by clicking the link at the top right of the website.

Once you did (if you’re not connected yet a login form will invite you to do it) you will be redirected to your account dashboard where you will be able to find all the pages related to your informations.

To change your datas just click on the link matching your request (orders, addresses, account details, wihlist).

I forgot my password...

If you can’t remember your password use the password forgotten” link located under the login form field.

You will be asked to enter your email address linked to your account so that you can receive an email containing a password reset link. This link will allow you to change your current password and save a new one.

If you still can’t login to your account please contact us with the contact page form or directly at our email address probleme@mysweetneko.be.

Still have a question?

Please contact us for more information.

Get in touch