Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at


Please email us at, if you are experiencing issues logging into your account. We will assist you. (only if you already have an account with us). If you haven’t had an account with us, please click “create an account” and activate your account through the email you receive.   

Please reset your password online by selecting the “Forgotten your password” link. You
will then be asked
to enter your name and the email address used to setup your account, and a link to reset your password will be emailed to you. If you still unable to access your account, please email us at  


Yes, we accept refund/ product returns if the products are faulty/damaged, but we don’t do refund/product return for change of mind. Please see our Return and refund policy.  

We always try our best to satisfy the shopping experiences for our customers. However, in order to avoid hassle, we highly recommend our customers carefully review their
purchases before placing the orders from our system. Please email us at as changes or cancellations will not be allowed if your order has already been packed.  

Please check if  

· The coupon/voucher code has expired;  

· Coupon/voucher is for one time use only  

· Each order can only use 1 coupon/voucher  

· The coupon/voucher is not valid for items that are already on sale  

· Coupon/voucher is not valid with other promotions, discounts and loyalty rewards redemption  

· You have used a non-participating credit card for the coupon discount  

If you are still experiencing problems, please email us at  



Although, the selling products from our site are carefully selected from us, but 9-neko still urge you consult with your doctor or dermatologist before using any of the skincare products while pregnant or breastfeeding. As we do not take any liability for any negligible when wrongly using the amount of the product penetrates into the skin.   

If you have concerns about allergies, please refer to the ingredient list in the product descriptions, consult with your doctor first and always perform a patch test on hidden skin first prior to ordering. If you have an allergic reaction after trying our products, please email us at   


Yes, we guarantee that all our products are 100% original. Our products are imported from Korean skincare brands or authorised distributors in South Korea.   

All sold products are ensure to be shipped with care and with sealed packaging. If any products that you have received with damaged or faulty, please take pictures of the package and email us immediately at Please mention these information (your name, purchase date, order number and photos of the faulty item) in the email you send. If we approve the item return because of faulty, you can choose to have a full refund, or exchange other products or receive a credit for future purchase.  


At this moment, we do not offer free shipping for any amounts of products purchase; only if the amounts of orders are more than $70 (after discounts applied).  

If order under $70, a flat rate of delivery fee will be charged, $7 for regular post, and $10 for express post. For more information, please see our shipping policy here.

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