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\nPersonalised keepsakes are made to order, which means the most useful moment to change something is before it is printed or engraved. This page explains the 24-hour window we keep open after every order, what can be changed in it, what happens once making has begun, and how a cancelled order is refunded. If your keepsake has already been delivered, our Returns & Exchanges Policy applies instead.
\nEvery order rests for 24 hours before we begin making it. We do this on purpose. Names are easy to mistype on a phone, dates are easy to swap between day-first and month-first formats, and a photo chosen in a hurry is sometimes not the one you meant. During those 24 hours you can change or cancel your order free of charge, without giving a reason.
\nThe window is counted from the time on your order confirmation email, in US Eastern time. A request that reaches us inside the window is honoured even if we reply after it has closed.
\nWhen a change alters the price, we tell you the new total first. We only charge an increase after you agree, and any decrease is refunded within 7 calendar days.
\nIf you write in a hurry and realise you made another mistake in the email, simply send a second message. We always work from the latest confirmed version.
\nOnce making has started, the printed acrylic or engraved wood cannot be altered; a change means making the piece again. We still help wherever we can:
\nA parcel in transit cannot be cancelled. Please let it arrive. You then have 60 days from delivery to return it or ask for an exchange, and return postage is free. For an address mistake noticed after shipping, we ask the carrier to redirect the parcel, but the carrier decides whether it can; if the parcel comes back to us, we resend it at no charge once you confirm the correct address. Details are on our Shipping & Delivery page.
\nWhen we confirm a cancellation, we refund everything you paid for the cancelled items to your original payment method. The money reaches you within 7 calendar days of our confirmation. If you cancel one item from a larger order, only that item is refunded and the rest is made as planned. Our Refund Policy covers refund methods and timing in full.
\nWe may need to stop an order in a few situations, and we always tell you by email first:
\nA cancelled order is refunded in full, received within 7 calendar days.
\nTell us within 24 hours and we change the format. If you are unsure which format the recipient uses, writing the month as a word, such as “14 June 2025”, avoids the question entirely.
\nOrder with the information you have and write to us inside the window. If the details will take longer than 24 hours, ask us to hold the order; we can hold it for up to 14 days without cancelling it, and the making time starts once you send the final details.
\nWrite to us with both order numbers and we cancel the duplicate and refund it in full.
\nWithin the window, we can add it to the same order so both pieces travel together; we send a payment link for the added item. After the window, a new order is simpler and still ships free.
\nSend the new file. If the original order is already made, we remake it with the better photo free of charge once, because a clearer picture is always worth it.
\nIf you are ordering a memorial or a holiday piece early and want it made closer to the date, say so in the order notes or by email. We can hold an order for up to 14 days before making it. During a hold, changes and cancellation remain free.
\n| When your request reaches us | \nChange | \nCancellation | \nCost to you | \n
|---|---|---|---|
| Within 24 hours of ordering | \nMade before production | \nFull refund within 7 calendar days | \nNone | \n
| After 24 hours, not yet made | \nMade before production | \nFull refund within 7 calendar days | \nNone | \n
| Made, not yet shipped | \nPiece remade with your correction | \nNot possible; return after delivery instead | \nFirst correction free; any later cost explained first | \n
| Shipped, in transit | \nAddress redirect requested from the carrier | \nNot possible; return after delivery instead | \nNone | \n
| Delivered | \nExchange under the returns policy | \nReturn within 60 days for a refund | \nNone; return postage is free | \n
Most changes we receive are about the same few details. Reading through this list once at checkout saves you an email:
\nWhen one order contains keepsakes for several people, for example an ornament for each grandchild, a change to one piece does not affect the others. Tell us which item the change applies to by its name or position in the order. If the pieces should go to different addresses, it is easier to place one order per address; each one ships free.
\nEach recipient can also have a different shipping speed only where checkout offers more than one method; at present every order to our four countries ships by the same free method, so every piece follows the same 8–17 business day estimate.
\nIf you are ordering on behalf of a family after a loss, and several relatives are sending details, please name one person to confirm the final text. We will check with that person before making anything, so that the piece reflects what the family agreed.
\nChanges and cancellations work the same way for every country. The only difference is time: because transit takes 7–14 business days, a remade piece for an overseas order arrives later than the original would have. If a date matters, mention it when you write and we will tell you honestly whether the corrected piece can still arrive in time.
\nCustomers sometimes ask whether a single letter can be fixed on a piece that is already made. Unfortunately it cannot. A photo printed onto acrylic is cured into the surface, and an engraving removes wood that cannot be put back. Covering a mistake would look worse than the mistake itself and would not last. That is why we remake rather than repair, and why the 24-hour window matters: it is the one point where a change costs nothing and delays nothing.
\nFor the same reason, we do not offer partial refunds as a way to keep a piece with an error. If the error was ours, the remake is free and quick. If the piece matches what was typed, you can still return it within 60 days with free return postage, or exchange it for a corrected piece as described on the returns page.
\nWrite to support@koishine.com with your order number and a person will reply within 1 business day. You can also check the status of an order on our Order Tracking page or read our frequently asked questions.
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