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\nA keepsake should feel right when you hold it. If yours does not, you can send it back. Every Koishine product, including pieces made with your own photo, names or dates, can be returned within 60 days of delivery, for any reason, and we pay for the return postage. This page explains how a return or exchange works from the first email to the moment it is closed. How the money comes back to you is covered separately in our Refund Policy.
\nYou have 60 calendar days from the day your parcel was delivered to tell us you want to return or exchange something. You only need to contact us inside that window; the item itself can follow later. Once we approve your return, please post it within 14 days so that your case does not stay open longer than needed.
\nGifts follow the same rule. If a frame was sent directly to your sister, the 60 days start on the day it reached her, and either of you can write to us.
\nMany shops refuse returns on anything with a name on it. We decided not to do that. A memorial frame ordered in a hard week, a baby frame chosen before the birth details were final, an ornament that looks different on your tree than you imagined: these are real situations, and you should not be left with a piece you do not want to keep.
\nBecause a personalised piece carries someone’s name or photo, we never resell it. Returned personalised items are taken apart and the acrylic or wood is recycled where local facilities allow. Any photo files you sent us are handled as described in our Privacy Policy.
\nSend the piece back in the condition you received it, with its stand, ribbon or hanging cord if it had one. The original box is helpful but not required; any sturdy box with padding is fine.
\nA cracked panel, a chipped corner, a print that is streaked or peeling, a stand that does not fit: tell us with photos. You do not need to keep the piece in perfect condition, because the problem was ours. In most of these cases you do not need to send it back at all.
\nIf the text on your piece differs from what you typed at checkout, or the wrong photo was used, we remake it correctly at no cost and ship it again for free. Please send a photo of the piece next to your order confirmation so we can see the difference quickly.
\nIt happens, especially with dates and unusual spellings. If the piece matches what was typed but the typing was wrong, it is still covered by the 60-day return. You can return it for a refund, or ask for an exchange with corrected text as described in section 5.
\nPlease let us know right away. We send your own keepsake as quickly as it can be made, and a prepaid label for the parcel you received. Because that piece carries another family’s words, we ask that it is not shared or posted online.
\nPlease do not post a piece back without writing to us first. Unannounced parcels take much longer to match to an order.
\nBecause every piece is made to order, an exchange is a new piece made for you. You can exchange for:
\nWe start making the exchange piece as soon as we receive the tracking number for your return, so you are not left waiting for the original to arrive. If the exchange costs more, we tell you the difference and only charge it with your agreement. If it costs less, the difference is refunded. To change to a completely different product, we treat it as a return and a new order.
\nReturn postage is free for every return, whatever the reason, in all four countries we ship to: the United States, Canada, Australia and New Zealand. We email a prepaid label. In the rare case that a label cannot be issued for your location, use a tracked service and we reimburse the reasonable postage cost when you send the receipt. We never deduct postage from a refund and we never charge a restocking fee.
\nWe check returned pieces within 2 business days of arrival and email you the result. For a refund, the money reaches your original payment method within 7 calendar days of approval. For an exchange, the new piece has usually already been made and is shipped straight away with a new tracking number. If anything about the parcel is unexpected, for example it arrived empty or with a different item, we contact you before deciding anything.
\n| Reason | \nSend it back? | \nReturn postage | \nOutcome | \n
|---|---|---|---|
| Changed your mind | \nYes, within 14 days of approval | \nFree, prepaid label | \nRefund or exchange | \n
| Damaged in transit | \nUsually not | \nFree if we need it | \nFree remake or full refund | \n
| Faulty print or engraving | \nUsually not | \nFree if we need it | \nFree remake or full refund | \n
| Our personalisation error | \nUsually not | \nFree if we need it | \nCorrected remake or full refund | \n
| Typing error at checkout | \nYes | \nFree, prepaid label | \nRefund or corrected exchange | \n
| Someone else’s order received | \nYes | \nFree, prepaid label | \nYour own piece sent at no cost | \n
A piece that arrives back cracked still counts as returned when you followed these steps, but careful packing saves everyone time. Different keepsakes need slightly different care:
\nPlease remove any personal items you may have added, such as a photo slipped behind a stand or a tag attached to a pet memorial frame. We cannot always return items that were not part of the original order.
\nReturns from outside the United States travel back across a border. The prepaid label we send includes the paperwork the carrier needs. If you are asked for a customs description, write “returned personalised keepsake, original order” and the order number; this tells customs the parcel is a return rather than a new sale. Any duties you paid when the original parcel arrived were charged by your country’s customs, not by us, so we cannot refund them directly, but some countries let you reclaim duties on returned goods. Your local customs office can tell you whether that applies.
\nYou can return one piece from an order and keep the rest. For example, if you ordered three family ornaments and one name is misspelled, only that ornament needs attention. Each item in an order has its own 60-day window from the date that item was delivered, which matters when an order arrived in more than one parcel.
\nSometimes the person who received a keepsake is not the one who ordered it, and sometimes the person who ordered it is no longer able to manage the return. A family member can contact us with the order number, or with the name and address on the parcel if the order number is not to hand. We will work with whoever is helping and keep the conversation as simple as possible. Refunds still go to the original payment method, or to store credit for the person returning the item if the buyer agrees.
\nSome returns come with a story. A memorial frame may arrive and feel like too much to look at for now; a baby keepsake may be ordered for a pregnancy that did not continue. If that is your situation, you do not need to explain anything. Write “return” and your order number, and we will send a label and handle the rest quietly. If you would rather we kept the photo you sent on file for a later order, tell us; otherwise it is deleted when the return is complete.
\nIf your keepsake has not left us yet, you may not need a return at all. Within 24 hours of ordering you can change or cancel it free of charge, as described on Cancel or Change an Order.
\nWrite to support@koishine.com with your order number and a person will reply within 1 business day. Our frequently asked questions and the Shipping & Delivery page answer most practical questions about parcels and timing.
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