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\nWhether you are choosing a photo, checking a name before you pay, following a parcel or asking about a return, you will reach a person at Koishine. This page explains the quickest way to contact us, what to include so that we can help on the first reply, and which page answers each kind of question straight away.
\nEmail lets you send a photo, lets us read your personalisation exactly as you wrote it, and gives both of us a written record of what was agreed. Every message to support@koishine.com is read by a person, and we reply within 1 business day. Most messages are answered much sooner. We do not offer telephone support at present, which means we never ask you to read out details over the phone.
\nIf you have not heard back within 1 business day, please check your spam or promotions folder, then write again; adding support@koishine.com to your contacts helps our replies reach your inbox.
\nPlease never include card numbers, security codes, passwords or one-time passcodes in a message. We will never ask for them.
\n| Your question | \nPage with the answer | \nWhen to email us instead | \n
|---|---|---|
| Where is my order? | \nOrder Tracking | \nNo tracking email after 4 business days, or no movement for 7 business days | \n
| How long will delivery take, and what does it cost? | \nShipping & Delivery | \nYou need the keepsake by a particular date | \n
| Can I change a name, date or photo? | \nCancel or Change an Order | \nAlways: send the change with your order number | \n
| Can I send something back? | \nReturns & Exchanges | \nTo start a return or exchange | \n
| When will my money come back? | \nRefund Policy | \n7 calendar days have passed since approval | \n
| Which size or material should I choose? | \nSize Guide and FAQs | \nYou would like an opinion on a specific photo | \n
| How do payments work? | \nPayment Methods | \nA payment failed or you see a duplicate charge | \n
| How is my information used? | \nPrivacy Policy | \nTo access, correct or delete your information | \n
| Copyright or trademark concern | \nDMCA and Intellectual Property | \nTo send a notice | \n
You are welcome to write before placing an order. Customers often send a photo and ask which size suits it, whether an old scan will print clearly, how many names fit on a design, or whether a piece can arrive in time for a date. Send the photo as an attachment at full size and tell us where the keepsake will be displayed. We will give you a straight answer, including when we think a different format would suit your photo better.
\nIf you would find it easier to describe your order in an email than to fill in the product page, tell us. We will help you choose, read your personalisation back to you before anything is made, and send you a link to complete payment through the normal checkout.
\nIf you are ordering a memorial piece, there is no need to explain more than you want to. Tell us what you would like and any date it is needed for. If you need to change details, pause an order or return a piece because it is too soon, a short message is enough. We reply with the same care whichever of these it is.
\nIf your question needs a photo from you, such as a clearer picture for printing, we explain exactly what to send and keep your order paused until it arrives, so nothing is made from the wrong file. Please reply in the same email thread rather than starting a new one, so that the history stays together and nobody has to ask you to repeat yourself.
\nWe answer messages during US business days, Monday to Friday. Because of time differences, a message sent on a Friday evening in Sydney or Auckland usually reaches us on Friday morning US time and may be answered that day, while a message sent on a Saturday is answered on Monday. If something is time-sensitive, such as a change during the 24-hour correction window, write as soon as you can: the window is counted from your order time, and a request that arrives inside it is honoured even if our reply comes after it has closed.
\nYou can contact us directly about a gift you received, whether it arrived damaged, the text is not right, or you would like to return it. You do not need the buyer’s order number; your name and the delivery address on the parcel are enough for us to find it. We will deal with you directly and keep the buyer informed where that is appropriate, without discussing prices with you unless you ask.
\nKoishine is an online shop based at 1113 Michigan Ct, Alexandria, VA 22314, US. There is no showroom or collection point at this address, and parcels are not handed over there. Please do not send returns to this address unless our return instructions tell you to; the prepaid label we send for a return shows where the parcel should go. Formal notices, such as copyright notices or legal correspondence, may be sent by post to this address, although email reaches us faster.
\nKoishine only contacts you from support@koishine.com and only about an order you placed or a message you sent. We will never:
\nIf you receive a message like that using our name, please do not reply or click its links. Forward it to support@koishine.com so that we can warn other customers.
\nYou do not need to write formally. These short examples show the kind of detail that lets us act on the first reply:
\nEach of these can be answered in one reply because it names the order, says what is needed and includes what we would otherwise have to ask for.
\nSupport conversations are kept for up to 2 years after the last message so that we can help with related questions, and photos you attach are used only for your case. You can ask us to delete a conversation at any time, unless we need it to complete a refund or claim that is still open. Our Privacy Policy has the full details.
\nIn the weeks before Christmas, Mother’s Day and Father’s Day, we receive more messages than usual. Our reply time stays within 1 business day, but if you are asking about a date, please write early: answers about whether a piece can arrive in time are only useful while there is still time to order. During these periods we answer questions about orders that are already being made first, then questions before ordering, so that keepsakes already in progress are never held up.
\nIf any part of the site is hard to use with a screen reader, keyboard or larger text, or if you would simply prefer to order by email, write to us. We will help you complete your order and confirm your personalisation in writing before anything is made, at the same price and under the same policies.
\nWe read every suggestion: a design you could not find, a photo size you needed, a part of checkout that confused you, a page that did not answer your question. Write to us with the subject “Suggestion”. We cannot promise to make every suggestion, but each one is considered when we decide what to change or add.
\nWriters, bloggers and organisations who would like to use our product photos or quote our guides can ask for permission by email. Please describe what you would like to use, where it will appear and for how long. Our Intellectual Property Policy explains what is allowed without asking.
\nOur Help Center gathers every support topic in one place, and our frequently asked questions answer the most common ones in a sentence or two. When you are ready to write, open a support ticket or email support@koishine.com.
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