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Ordering a personalised keepsake means trusting a shop with more than an address. You may send us a photo of someone you love, a name and the dates of a life, a child’s birth details or a handwritten note. This Privacy Policy explains, in plain language, what personal information Koishine collects when you visit koishine.com or place an order, why we need it, who else handles it, how long we keep it and what you can ask us to do with it. Koishine is based at 1113 Michigan Ct, Alexandria, VA 22314, US. Questions about privacy go to support@koishine.com, and a person replies within 1 business day.
Privacy in brief
- We collect what we need to make your keepsake, deliver it and help you afterwards, and very little else.
- Photos and personalisation text are used only to make your order and to answer questions about it.
- We do not sell your personal information, and we do not share it for targeted advertising.
- Payment details are handled by the payment provider you choose at checkout; we never see or store a full card number.
- You can ask to see, correct or delete your information at any time.
1. Who is responsible for your information
Koishine operates koishine.com and is responsible for the personal information described here. When we use outside services to run the shop, such as website hosting, email delivery, payment processing or parcel delivery, those providers handle information on our behalf and under our instructions, or under their own privacy terms where they act independently, as payment providers and carriers usually do.
This policy applies to the website, to orders placed on it, and to emails and support conversations with us. It does not cover websites we link to, which have their own policies.
2. What we collect
2.1 Details you give us when you order
- Contact details: your name and email address, and a phone number if you choose to give one for delivery.
- Billing and shipping addresses: including a recipient’s name and address when you send a gift.
- Order details: the products, options, quantities and prices you choose.
- Personalisation: the names, dates, messages and photos you send for your keepsake. Some of this may describe people other than you, such as a family member, a child or someone who has died.
- Order notes: anything you write in the notes field, such as a gift message.
2.2 Details you give us when you contact us
When you email us, open a support ticket or write about a return, we keep the conversation, any photos you attach of a parcel or a piece, and your contact details, so that we can follow the case through and avoid asking you the same questions twice.
2.3 Account details
You can check out as a guest. If you create an account, we keep your login email, a securely stored password, your saved addresses and your order history. We never see your password in readable form.
2.4 Information collected automatically
When you browse the site, our servers and the services that deliver the site record technical information: your IP address, browser type, device type, the pages you visit, the page that sent you to us, and the date and time. Some of this comes from cookies, described in section 6. We use it to keep the site running, to protect it from abuse and to understand which pages are hard to use.
2.5 Information from others
The payment provider you use tells us whether a payment succeeded and may give limited details, such as the type of card and its last four digits, but never the full number. Carriers send us tracking updates for your parcel. If someone else orders a keepsake for you, we receive your name and address from them.
3. Photos, names and personal stories
The material you send for a keepsake deserves particular care, so it has its own section.
- Use: we use your photos and personalisation text only to make your order, to check it before production, to answer your questions and to handle any remake, return or claim. We do not use them in advertising, on social media or as examples on our site without your written permission.
- Access: only the people who make and check orders, and the people who answer support messages, can see them.
- Retention: we keep order photos and text for 90 days after delivery, so that a damaged or faulty piece can be remade without asking you to send everything again. After that they are deleted from our order files. If you would like us to delete them sooner, or to keep them longer for a future order, tell us.
- Other people’s details: when you send information about someone else, please make sure you are comfortable sharing it with us for this purpose. For memorial pieces, we treat the names and dates you send with the same care as your own details.
- Children: baby and child keepsakes often include a child’s name and birth details. We use these only to make the piece and never build a profile of a child.
Information shared with us by mistake
Sometimes customers attach the wrong file to an email, such as a document instead of a photo, or include more personal detail in a message than the order needs. If that happens, tell us and we will delete the item from our mailbox and order file. If we notice it first, we will let you know and delete it unless you ask us to keep it.
Photos of other people
Photos sent for a keepsake often show family members, friends or children. We look at them only to make and check your piece. We do not use face recognition, we do not tag or index the people in them, and we do not keep them in a library after the retention period described below. If a person shown in a photo you sent asks us to delete it, we will do so and, if the order is still open, contact you about a replacement image.
4. Why we use your information
| Purpose | Information used | Basis |
|---|---|---|
| Making and delivering your keepsake | Contact, address, order, personalisation | Needed to perform our contract with you |
| Order and shipping emails | Name, email, order details, tracking | Needed to perform our contract with you |
| Returns, refunds, remakes and claims | Order details, conversation, photos of the problem | Contract, and our legitimate interest in resolving claims fairly |
| Answering questions | Contact details and your message | Our legitimate interest, or steps you ask us to take before ordering |
| Preventing fraud and protecting the site | Technical data, order and payment status | Our legitimate interest in a safe shop |
| Accounting and legal records | Order, payment and refund records | Legal obligation |
The “basis” column matters mainly for visitors in the European Economic Area and the United Kingdom, whose laws ask businesses to name one. Wherever you live, we use your information only for these purposes.
5. One order, followed through
It can be easier to understand a policy by following a single order. Suppose you order a memorial photo frame for your aunt, with your grandmother’s photo, her name and her dates, delivered to your aunt’s home in Ontario.
- At checkout you give your name, email and billing address, your aunt’s name and address as the shipping address, the photo, the name and the dates. The payment provider you choose receives the payment details; we receive confirmation that the payment succeeded.
- Before making the people who make the piece see the photo, name and dates, and check that the photo will print clearly. If it will not, we email you, not your aunt.
- At shipping the carrier receives your aunt’s name and address and the parcel’s declared contents and value for Canadian customs. You receive the tracking email.
- After delivery the photo and text stay in our order file for 90 days in case the frame needs remaking, and are then deleted. The order record without the photo remains in our accounts for the period tax law requires.
At no point is the photo published, shared with an advertiser or used for anything except that frame.
6. Who we share information with
We share personal information only with the services that help us run the shop, and only the part each one needs. We do not sell personal information to anyone, and we do not share it for cross-context behavioural advertising.
- Payment providers: the provider you choose at checkout receives the details needed to take your payment, check it for fraud and process any refund. The payment options available for your order are shown at checkout; each provider handles your payment details under its own privacy terms.
- Carriers and postal services: receive the recipient’s name, address and, where you give one, a phone number, so that they can deliver the parcel and contact the recipient about delivery. For parcels to Canada, Australia and New Zealand, customs authorities also receive the contents and value declared on the parcel.
- Website hosting and delivery: our hosting provider stores the site and its database, and a content delivery and security service passes traffic to the site and filters out attacks. They process technical data, and order data held in our database, on our behalf.
- Email services: the providers that deliver order confirmations, shipping emails and support replies process your email address and the content of those messages.
- Professional advisers and authorities: accountants, lawyers or public authorities when the law requires it, when we need to establish or defend a legal claim, or to protect customers from fraud.
- A future owner: if the shop is ever sold or merged, customer information would pass to the new owner, who would have to respect this policy for the information already collected.
We do not use advertising trackers or cross-site analytics on koishine.com. Our content delivery and security service may record anonymous, cookie-free measurements of how quickly pages load, such as the page address and load time, to help keep the site fast; these measurements do not identify you and are not used for advertising. If we ever add other analytics, this policy will be updated first, and where the law requires consent we will ask before any such tool is switched on.
7. Cookies and similar technologies
Cookies are small files that a website stores in your browser. Koishine uses only the cookies needed for the shop to work:
| Type | What it does | How long it lasts |
|---|---|---|
| Shopping cart cookies | Remember what is in your cart and keep your checkout session together | Until the session ends, or up to 2 days for the cart session |
| Account cookies | Keep you signed in to your account if you choose to sign in | Until you sign out, or up to 14 days if you choose to stay signed in |
| Security cookies | Help our security service tell real visitors from automated attacks | Up to 30 minutes |
You can block or delete cookies in your browser settings. If you block the essential ones, the cart, checkout and account will not work. Because we do not use analytics or advertising cookies, there is nothing further to switch off.
8. How long we keep information
| Information | How long we keep it | Why |
|---|---|---|
| Photos and personalisation text | 90 days after delivery, unless you ask otherwise | To remake a piece after damage or a fault without asking you again |
| Order and payment records | As long as tax and accounting law requires, usually 7 years | Legal obligation |
| Support conversations | Up to 2 years after the last message | To help with related questions and claims |
| Accounts | Until you ask us to close the account, or after 3 years without sign-in | To show your order history |
| Server and security logs | Up to 30 days | Security and troubleshooting |
When information is no longer needed, we delete it or make it anonymous so that it can no longer identify anyone.
9. How we protect information
The whole site uses an encrypted HTTPS connection. Access to order files, photos and the shop’s administration is limited to the people who need it, protected by individual logins. Payments are processed by the payment provider, so full card numbers never pass through our systems. Backups of the shop database are kept privately and are not stored on the public website. No system can be guaranteed completely secure, but if a breach ever affected your information, we would tell you and the relevant authorities as the law requires.
10. Your rights and choices
Depending on where you live, the law gives you some or all of these rights. We extend them to every customer, wherever you are:
- Access: ask for a copy of the personal information we hold about you.
- Correction: ask us to fix information that is wrong or incomplete.
- Deletion: ask us to delete your information, subject to records we must keep by law, such as invoices.
- Portability: receive your order history in a common electronic format.
- Objection and restriction: ask us to stop or limit a particular use.
- Withdraw consent: where we rely on consent, you can withdraw it at any time.
- Opt out of sale or sharing: we do not sell or share personal information for targeted advertising, so there is nothing to opt out of, but you may still ask us to confirm this in writing.
To make a request, email support@koishine.com from the address used for your order or account. We may ask for the order number to confirm it is you. We answer within 1 business day to acknowledge the request and complete it within the time the law allows, normally within 30 days. You will never be treated differently or charged more for using these rights. If you are not satisfied with our answer, you can complain to the data protection or consumer authority where you live, and you may appeal our decision by replying to it.
11. Requests about someone who has died
Memorial orders sometimes raise questions about information concerning a person who has passed away, or about an order placed by someone who has since died. A family member or the person handling the estate can write to us. We will explain what we hold and, where appropriate, delete it or pass on order details needed to settle affairs, after confirming the request in a way that is respectful and not burdensome.
12. Children
Koishine is a shop for adults. We do not knowingly collect personal information from children under 13, or under 16 where local law sets a higher age, as customers. Children’s names and birth details that adults send for a keepsake are used only to make that keepsake. If you believe a child has given us information directly, contact us and we will delete it.
13. Where information is processed
Koishine is based in the United States, and our order systems are operated from there. If you order from Canada, Australia or New Zealand, your information is transferred to and processed in the United States, and some service providers may process it in other countries. Where the law requires it, these transfers are protected by contractual or other safeguards.
14. Browser privacy signals
Some browsers send a “Do Not Track” or Global Privacy Control signal. Because we do not track visitors across websites or sell personal information, these signals do not change how the site behaves for you; we already treat every visitor as having opted out.
15. Changes to this policy
We update this policy when our practices, our service providers or the law change. The date at the top shows the latest version. If a change affects how we use information we already hold, we will let you know by email or with a notice on the site before it takes effect.
16. Emails we send
We send emails that relate to your order: the order confirmation, a message if we need a better photo or a missing detail, the shipping email with tracking, and replies to anything you write to us. These are part of the service and cannot be switched off while an order is open. We do not currently send newsletters or promotional emails. If we ever offer them, they will only go to people who ask to receive them, and every one will carry a working unsubscribe link.
17. Keeping your own details safe
Koishine will never ask you for a card number, a security code, a bank password or a one-time code by email or message. If you receive a message that uses our name and asks for any of these, or asks you to pay an unexpected fee to release a parcel, do not reply or click its links; forward it to us so that we can warn other customers. If you have an account, choose a password you do not use anywhere else, and sign out on shared devices.
Information about gift recipients deserves the same care. Enter only the details the carrier needs to deliver the parcel, and avoid including private information, such as health details, in order notes; we do not need it to make your keepsake.
18. Contact
For any privacy question or request, write to support@koishine.com. Our postal address is Koishine, 1113 Michigan Ct, Alexandria, VA 22314, US. Related pages: Terms of Service, Payment Methods, Contact Us and Returns & Exchanges.