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This page explains how paying for a Koishine order works: where you see the payment options, when you are charged, how your payment details are protected, what to do if a payment does not go through, and how money comes back to you after a cancellation or return. The payment options available for your order are always shown at checkout, before you confirm anything. If you have a question that this page does not answer, write to support@koishine.com.
Paying in brief
- Options: the payment options available for your order are shown at checkout.
- Currency: all prices are in US dollars.
- Total: item prices plus free shipping; Koishine adds no separate tax line at checkout.
- Timing: you are charged when you place your order.
- Protection: payments are handled by the payment provider you choose; we never see or store your full card number.
- Refunds: approved refunds reach your original payment method within 7 calendar days.
1. Where you choose how to pay
At the final step of checkout you see a list of the payment options that can be used for your order, with a short description of each. Choose one, follow the steps it shows, and your order is placed once the payment is confirmed. The options shown depend on what is currently available for the shop, and we only list a payment option on the site once it has been tested and works from start to finish.
We do not take payment by email, by phone, in cash, by money order or by direct bank transfer, and no one from Koishine will ever ask you to pay that way. If you receive a request for payment outside the checkout that claims to come from us, please forward it to support@koishine.com and do not pay it.
2. Prices, currency and what the total includes
All prices on koishine.com are in US dollars. The price on the product page includes any options you choose, such as a larger photo size or a different frame colour, and the cart updates as you change them. Shipping to the United States, Canada, Australia and New Zealand is free, so the shipping line at checkout shows $0.00.
The total shown at checkout is the amount you pay Koishine. We do not add a separate tax line at checkout. For orders delivered to Canada, Australia or New Zealand, the destination country may charge import duties or taxes when the parcel arrives. Those charges are set by that country, are not collected by Koishine and are paid by the recipient; our Shipping & Delivery page explains this in more detail.
Paying from outside the United States
If your card or account is in Canadian, Australian or New Zealand dollars, your bank or payment provider converts the US dollar amount at its own rate, and some banks add a foreign transaction fee. The rate and any fee are set by them, not by us, so the amount on your statement can differ slightly from the checkout total. If you are unsure, your bank can tell you what it charges for purchases in US dollars.
3. When you are charged
Your payment is taken when you place the order. We start making your keepsake after the 24-hour correction window described on Cancel or Change an Order. If you cancel within that window, or we cancel the order, the full amount is refunded and reaches your original payment method within 7 calendar days of our confirmation.
If you change an order and the new total is higher, we tell you the difference first and only take it with your agreement, by sending a secure payment link through the same checkout. If the new total is lower, the difference is refunded within 7 calendar days.
4. How your payment is protected
- Every page of koishine.com, including checkout, uses an encrypted HTTPS connection. Your browser shows a padlock in the address bar.
- Payment details are entered into, or passed directly to, the payment provider you choose. Koishine never receives or stores a full card number or security code.
- We receive only what we need to match the payment to your order: whether it succeeded, the amount, and sometimes the type of card and its last four digits.
- Your bank may ask you to confirm a payment, for example with a code sent to your phone or an approval in your banking app. This extra step comes from your bank, not from us, and helps protect you from card fraud.
5. If a payment does not go through
A payment can be declined for several reasons: the billing address does not match the one your bank holds, the card has expired, there is not enough available credit, the bank has flagged a purchase in a foreign currency as unusual, or a confirmation step was not completed. If this happens, check the details you entered, try again, try a different payment option, or contact your bank.
Your order is only created when a payment succeeds, so a declined attempt does not leave a half-finished order behind. Sometimes a bank shows a temporary hold for a declined attempt; it is released by the bank, usually within a few days, and is not a charge.
If you see two charges
If your statement shows the same order charged twice, write to us with your order number and both transaction references. We check straight away and refund any duplicate charge in full, received within 7 calendar days.
6. A payment, step by step
- You add a keepsake to your cart with your options and personalisation, then open checkout.
- You enter your contact details, billing address and the delivery address. Free shipping appears automatically for the four countries we deliver to.
- You review the order summary: items, options, personalisation and the total in US dollars.
- You choose one of the payment options shown and complete its steps, including any confirmation your bank asks for.
- The payment provider confirms the payment, the order is created and you receive the order confirmation email within a few minutes.
If the confirmation email does not arrive within an hour, check your spam folder, then write to us before trying to pay again. We can see whether the order went through and will save you from paying twice.
7. What appears on your statement
The description on your card or account statement is set by the payment provider. It usually includes the name Koishine, sometimes alongside the provider’s own name. If you see a charge you do not recognise and think it may be ours, send us the date and amount and we will tell you whether it matches an order.
8. Payments for held, changed and remade orders
Payment is always taken when the order is placed, including when you ask us to hold an order for up to 14 days while details are confirmed. A held order that you later cancel is refunded in full. Remakes to correct our own mistakes, and free remakes after damage in transit, never involve a second payment. If you choose an upgrade during a change, such as a larger photo size, we send a secure payment link for the difference only after you agree to it.
9. If checkout does not offer an option that suits you
If none of the payment options shown at checkout works for you, or a payment keeps failing on your phone, please do not try a workaround such as sending money directly. Write to us with the keepsake you want and the country you are ordering from. We will check whether something on our side is causing the problem, suggest trying from a different browser or device where that often helps, and let you know if another payment option is expected to become available. Your personalisation can be saved in our reply so that you do not need to type it again.
10. Order checks
To protect customers from stolen cards, some orders are checked before we make them. Most customers never notice. Occasionally we may email to confirm a detail, such as the billing address, before production. If a payment cannot be verified, we cancel the order and refund it in full rather than risk making a keepsake for the wrong person.
11. Receipts and order records
Receipts are sent by email only; we do not post paper invoices with the parcel, so a gift never arrives with a price inside. Your order confirmation email is your receipt. It lists the items, options, personalisation, shipping address and total paid. If you need a fuller receipt, for example to claim a purchase back from an employer or to keep with an estate’s records after a memorial order, write to us and we will send one with the order details and our business address.
12. Refunds
Refunds always go back to the payment method you used, unless you ask for store credit instead. Once a refund is approved, the money reaches your original payment method within 7 calendar days. Every Koishine product can be returned within 60 days of delivery, and return postage is free. The details are in our Refund Policy and Returns & Exchanges Policy.
13. Discount codes and store credit
If you have a valid discount code, enter it in the coupon field at checkout before you pay; the discount appears in the order total. Codes cannot be added after an order has been placed. Store credit issued instead of a refund is applied the same way. A code or credit cannot be exchanged for cash. Full conditions are in our Terms of Service.
14. Paying for someone else’s order
You can pay for a keepsake that is delivered to someone else: use your own billing details and enter their address for delivery. Refunds for that order come back to you. If a relative wants to pay you back, please do that between yourselves; we cannot split one order across two payment methods.
15. Keeping your details safe
We will never ask for your card number, security code, online banking password or a one-time passcode by email, message or phone. Never include payment details in a support message or in the order notes. If you think you have entered card details on a page that only looked like ours, contact your bank first, then tell us so that we can warn other customers.
16. Questions about a payment
Write to support@koishine.com with your order number and a description of the problem, without any card details. A person replies within 1 business day, Monday to Friday. You can also read our Privacy Policy to see how payment information is handled, or visit the Help Center.