FAQs

Choose a design, select its options, such as photo size, orientation or frame colour, and fill in the personalisation fields on the product page: a photo upload, names, dates or a short message, depending on the design. What you enter is saved with your order and shown again in your order confirmation email so that you can check it.

We do not send a design proof for every order, because most keepsakes are made exactly from the photo and words you enter. Instead, we check every order before making it, and if a photo looks too small or dark to print well, or a detail looks incomplete, we email you and wait for your reply. You also have 24 hours after ordering to change anything, as described on Cancel or Change an Order.

No. We print exactly what you type, including capital letters, punctuation and date formats, because names and family phrases are often spelled in unusual ways on purpose. Please read your text back once before paying.

The original file from your phone or camera, not a screenshot or a picture sent through a messaging app, which are usually compressed. Choose a photo taken in good light, with the faces reasonably large and in focus. For an 8×10 frame, a recent phone photo is normally fine; very old scanned prints work best at smaller sizes. Our size guide explains how each format crops a photo.

Yes, if you scan it or photograph it flat in daylight without glare, and send us the result at full size. We do not restore damaged photos, so creases and stains will appear on the print; smaller sizes make them less noticeable.

On designs that offer it, yes. Photograph the handwriting on plain paper in daylight, straight on, and upload the image. We reproduce it as it appears, so a dark pen on white paper gives the cleanest result.

Yes. Add each piece to your cart separately with its own personalisation. If they should go to different addresses, place one order per address; every order ships free.

Each product page shows how the design looks with an example photo and text. Your own piece follows the same layout with your photo cropped to the frame’s proportions. If you are unsure how a particular photo will crop, email it to us before ordering and we will describe what to expect.

Yes. Ask us within 24 hours of ordering and we can hold it for up to 14 days, for example while birth details or the wording of a memorial piece are confirmed. Changes and cancellation stay free during the hold.

Each keepsake is made to order within 1–3 business days, after the 24-hour correction window. During busy holiday periods we still aim for that, and we email you if your order will take longer.

Transit takes 7–14 business days to the United States, Canada, Australia and New Zealand, so most orders arrive 8–17 business days after they are placed. The full table is on our Shipping & Delivery page.

Nothing. Shipping is free to the United States, Canada, Australia and New Zealand, with no minimum order and no code needed.

Orders ship from the USA to the United States, Canada, Australia and New Zealand. Checkout does not offer shipping to other countries at present.

Koishine does not add a separate tax line at checkout. Parcels to Canada, Australia and New Zealand may be charged import duties or taxes by the destination country when they arrive; those charges are set by that country and paid by the recipient.

We email a tracking number when your parcel leaves us. You can also check an order on our Order Tracking page with your order number and email address.

Count 17 business days back from the date and order before then. If the date is closer, email us before ordering and we will tell you honestly whether it is possible. We cannot speed up a carrier once a parcel has left us.

Yes. Enter their address as the shipping address. Prices are never included in the parcel, and you can add a short note in the order notes, which we print on a plain card.

Yes, free of charge within 24 hours of placing it, before making starts. Email us with your order number. After that we still help where we can until the parcel ships.

Yes. Every product, including pieces made with your own photo or words, can be returned within 60 days of delivery for any reason. Return postage is free; we send a prepaid label. See our Returns & Exchanges Policy.

60 days from the delivery date shown in tracking. You only need to contact us within that time; once your return is approved, you have 14 days to post it.

We do, in every case, including when you simply changed your mind. There are no restocking fees.

Once your refund is approved, it reaches your original payment method within 7 calendar days. Approval happens when we have checked your returned piece, usually within 2 business days of its arrival, or when we accept a photo claim. Details are in our Refund Policy.

Take photos of the box, the label and the damage, and email them to us within 60 days of delivery. We remake and resend the piece free of charge, or refund you in full. You usually do not need to send the broken piece back.

If the piece differs from what was entered at checkout, the mistake is ours and we remake it correctly at no cost. If it matches what was typed, you can still return it within 60 days, or exchange it for a corrected piece.

If tracking has not moved for 7 business days, or the parcel is 7 business days past its estimate, email us. We open a carrier investigation, and if the parcel is lost or not found within 5 business days, we remake it or refund you in full.

It depends on where it is going. Making takes 1–3 business days and transit 7–14 business days, so a week is usually too short. Email us before ordering with the date and the destination; we will tell you honestly what is possible rather than take an order that cannot arrive in time.

A name and two dates are always enough. Some families add a short line they associate with the person, a nickname or a place. If you are unsure, keep it simple; a quiet piece tends to age well. We print exactly what you type and never add phrases you did not choose.

Yes. Anyone helping with the order can write to us with the order number, or with the name and address on the parcel. We keep the buyer informed where appropriate.

You can return it within 60 days of delivery with free return postage, without explaining why. If you would like us to keep the photo on file for a later order instead of deleting it, just tell us.

Some pet memorial designs include space to attach a collar tag or display a paw print alongside the photo. The product page explains what each design holds. Please keep the original tag until your piece arrives, and attach it yourself; we do not need it sent to us.

Acrylic is a clear, rigid plastic that looks like glass but is lighter and much less likely to shatter. It can scratch and can crack if dropped hard, so clean it with a soft cloth and keep it away from heat.

Clear acrylic lets light pass around the photo, so it appears to float. Frosted acrylic softens reflections and suits black-and-white or older photos. Both are printed the same way.

Printed colours can look slightly different from a phone screen, especially very dark or very saturated photos. If colour accuracy matters for a particular photo, send us a note with your order and we will tell you if we expect a noticeable difference.

Dust acrylic with a soft dry cloth, or a slightly damp one for marks; avoid window cleaner, alcohol and paper towels. Keep wood dry and out of strong sun. Store ornaments in their box between seasons.

Ornaments are decorations, not toys. They may have ribbons, hooks or small parts, so keep them out of reach of young children and pets.

The payment options available for your order are shown at checkout before you confirm. Prices are in US dollars, and you are charged when you place the order. See Payment Methods.

No. You can check out as a guest. An account lets you see past orders and saves your addresses.

They are used only to make your order, and are deleted from our order files 90 days after delivery unless you ask us to keep them for a future order. They are never used in marketing without your written permission. See our Privacy Policy.

Email support@koishine.com or open a support ticket. A person replies within 1 business day, Monday to Friday.