Free shipping to the US, Canada, Australia and New Zealand · Made to order and shipped from the USA

Help Center

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The Help Center gathers every Koishine support topic in one place. Each section below gives a short answer and points to the page with the full details. If you would rather ask a person, write to support@koishine.com or open a support ticket; we reply within 1 business day.

Quick answers

  • How long will it take? 1–3 business days to make, then 7–14 business days in transit: 8–17 business days in total.
  • What does shipping cost? Nothing, to the United States, Canada, Australia and New Zealand, with no minimum.
  • Can I fix a mistake in my order? Yes, free of charge within 24 hours of ordering.
  • Can I return a personalised piece? Yes, within 60 days of delivery, for any reason, with free return postage.
  • How fast are refunds? They reach your original payment method within 7 calendar days of approval.

Orders

An order is placed when checkout confirms your payment and you receive an order confirmation email with your order number. That email lists every item, option and line of personalisation, so it is worth reading once. Each order then rests for 24 hours, so that you can correct anything, before we start making it.

Personalisation and photos

We print exactly what you type and use the photo you upload at the size it will appear. If a photo looks too small or dark, or a detail seems incomplete, we email you before making anything. The best photos are original files from a phone or camera, taken in good light, with faces large and in focus.

  • Size Guide: how each photo size and orientation crops a picture, and how big it looks in a room.
  • FAQs: old prints, handwriting, several names, and what to write on a memorial piece.

Shipping and delivery

Orders ship from the USA with a tracking number. Shipping is free to all four countries we deliver to, and checkout shows no shipping method for other destinations. Delivery times are estimates; if a parcel is late, lost or damaged, we step in.

Returns and exchanges

Everything we sell, including personalised pieces, can be returned within 60 days of delivery. We send a prepaid label, so return postage is free in every case. An exchange means a new piece made for you, in a different size, colour or with corrected text.

Refunds

Refunds go back to the payment method you used, or to store credit if you prefer. They are approved when we have checked a returned piece, accepted a photo claim or confirmed a cancellation, and they reach you within 7 calendar days of approval.

  • Refund Policy: amounts by situation, discounts, multi-parcel orders and missing refunds.

Payments

Prices are in US dollars. The payment options available for your order are shown at checkout, and you are charged when you place the order. We never see or store your full card number.

  • Payment Methods: declined payments, duplicate charges, receipts and currency conversion.

Account and privacy

You can order as a guest or create an account to see past orders. Your photos and personalisation 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.

Memorial and sensitive orders

Many keepsakes are ordered after a loss. You can take your time: changes are free within 24 hours, an order can be held for up to 14 days while a family agrees on wording, and a memorial piece can be returned within 60 days without explanation. If a date matters, tell us before ordering and we will be honest about whether it can be met. If you would rather not use the checkout, write to us and we will help you place the order by email.

  • Memorial gifts: frames, remembrance ornaments and plaques.
  • Contact Us: how to reach a person, and writing to us after a loss.

Choosing a keepsake

If you are not sure where to start, begin with the moment rather than the product. Our collections are grouped both ways: by type, such as acrylic photo frames and ornaments, and by moment, such as family, pets, a new baby and weddings and anniversaries. A frame suits a single favourite photo on a shelf or desk. An ornament suits a family that brings out the same decorations every year. A name sign or plaque suits a piece that stays out all year without a photo.

When a keepsake is a gift for someone else, it often helps to think about where it will be displayed. A small 4×6 frame fits a bedside table or a crowded shelf; an 8×10 frame is meant to be seen from across a room. If you cannot decide, send us the photo and tell us about the space, and we will suggest a size.

Ordering for a group

Families sometimes order the same design for several people, such as an ornament for each grandchild or a memorial frame for each sibling. Add each piece to the cart with its own personalisation; if they go to different addresses, place one order per address, each with free shipping. For larger quantities, write to us first so that we can confirm the making time.

Fixing common problems

The photo upload does not work

  1. Check that the file is a JPG or PNG image. Photos from some phones are saved in other formats; exporting or sharing the photo as a JPG usually solves this.
  2. Try a different browser, or a computer instead of a phone.
  3. If it still fails, complete the order without the photo and email the file to us with your order number within 24 hours. We attach it to your order before making begins.

No order confirmation email arrived

  1. Wait 15 minutes, then check your spam, junk and promotions folders.
  2. Check that the email address you typed at checkout was correct; a single wrong letter is the most common cause.
  3. Write to us before ordering again. We can see whether the order went through and resend the confirmation, so that you are not charged twice.

Checkout does not show a shipping method

We deliver only to the United States, Canada, Australia and New Zealand. If your address is in one of these countries and no method appears, check that the country field matches the address and that the postal code is complete. If the problem continues, write to us with the country and postal code you are using.

Tracking has not changed for several days

International parcels often show no updates for several days while they travel between countries and clear customs. If there has been no change for 7 business days, or the parcel is 7 business days past the end of its estimate, write to us. We open an investigation with the carrier, and if the parcel is lost or not found within 5 business days, we remake it or refund you in full.

Tracking says delivered, but nothing has arrived

Check around the entrance, in any parcel box, with neighbours or building reception and with the local post office, which sometimes holds parcels that could not be left safely. If it still cannot be found, contact us within 60 days of the delivery date.

I spotted a mistake in my personalisation

Within 24 hours of ordering, email us the correct text and we change it before anything is made. After that, write anyway: if your piece has not reached production we can still change it, and if it has, we explain the options, including a remake.

My payment was declined

Check that the billing address matches the one your bank holds and that the card has not expired, then try again or choose another payment option shown at checkout. Banks sometimes block a first purchase in US dollars from abroad; approving it in your banking app usually solves this. A declined attempt does not create an order, and any temporary hold is released by your bank.

The piece arrived damaged

Keep the box and photograph the outer packaging, the label and the damage. Email the photos within 60 days of delivery. We remake and resend the piece free of charge or refund you in full, and you usually do not need to return the damaged piece.

Before you order: a short checklist

  • Is the photo the original file, in good light, with faces large and in focus?
  • Does the orientation of the frame match the photo: portrait for a tall photo, landscape for a wide one?
  • Is every name spelled exactly as it should appear, with the right capital letters?
  • Are dates written in one format throughout? Writing the month as a word avoids confusion between countries.
  • Is the delivery address complete, including any apartment or unit number and the recipient’s full name?
  • If a date matters, is there time for 8–17 business days before it?

What to expect after ordering

The emails and steps after you place an order
When What happens What you can do
Straight away Order confirmation email with your order number and personalisation Read it once and reply within 24 hours with any change
First 24 hours Your order waits in the correction window Change or cancel free of charge
Next 1–3 business days Your keepsake is made, checked and packed We email you only if we need something
When it ships Shipping email with tracking number Follow the parcel on the carrier’s site or our Order Tracking page
7–14 business days later The parcel is delivered Contact us within 60 days about any problem or return

Every support page

For reference, these are all of our customer support and policy pages: About Us, Contact Us, Submit a Ticket, FAQs, Order Tracking, Shipping & Delivery, Cancel or Change an Order, Returns & Exchanges, Refund Policy, Payment Methods, Size Guide, Privacy Policy, Terms of Service, Intellectual Property Policy, DMCA and the Sitemap.

Still need help?

Email support@koishine.com with your order number, or open a support ticket with a subject already filled in for your topic. A person replies within 1 business day, Monday to Friday.