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A support ticket is simply an email to our support team with the topic already set in the subject line, so that your message reaches the right place and we can answer on the first reply. Choose the topic below that fits best; your email program opens a new message to support@koishine.com with the subject filled in. Add the details listed for that topic and send. A person replies within 1 business day.
Ticket essentials
- Reply time: within 1 business day, Monday to Friday.
- Always include: your order number, if you have one, and the email used at checkout.
- Attach photos for anything damaged, faulty or not as expected.
- Never include card numbers, security codes, passwords or one-time codes.
Choose your topic
| Topic | Open a ticket | Please include | Related page |
|---|---|---|---|
| Change my order | Change order | Order number and the exact new text, photo or option | Cancel or Change |
| Cancel my order | Cancel order | Order number and the items to cancel | Cancel or Change |
| Where is my order? | Order status | Order number, delivery country and any date it is needed for | Order Tracking |
| Damaged or faulty piece | Damaged or faulty | Photos of the box, the label and the problem; remake or refund | Returns & Exchanges |
| Personalisation error | Personalisation error | A photo of the piece and the text as it should read | Returns & Exchanges |
| Return or exchange | Return or exchange | Order number, the piece, refund or exchange, and what to change | Returns & Exchanges |
| Refund question | Refund question | Order number and the date of your approval email | Refund Policy |
| Payment problem | Payment problem | What happened, the date and amount, without any card details | Payment Methods |
| Question before ordering | Before ordering | The design you are considering and your photo at full size | Size Guide |
| Privacy request | Privacy request | What you would like us to do with your information | Privacy Policy |
| Copyright or IP concern | Copyright notice | The elements listed on the DMCA page | DMCA |
If your email program does not open when you choose a topic, write to support@koishine.com from any email account and type the topic at the start of the subject line yourself, followed by your order number.
What to include, in detail
For every ticket
- Your order number, from the order confirmation email. If you do not have it, your full name and the delivery address are enough for us to find the order.
- The email address you used at checkout, if you are writing from a different one.
- One topic per ticket. If you have two unrelated questions, two short tickets are answered faster than one long one, because each can go straight to the person handling that kind of request.
For damage, faults or errors
- A photo of the whole piece, and a close photo of the problem.
- For damage in transit, photos of the outer box and the shipping label.
- Whether you would like a remake or a refund.
For changes to personalisation
- The exact text as it should appear, typed in full, with capital letters and punctuation.
- For a new photo, the original file at full size as an attachment, not a link to a photo album.
For date-sensitive orders
- The date the keepsake is needed and the delivery country, so that we can tell you honestly what is possible.
What happens after you send a ticket
- It reaches our support inbox, where the subject line tells us the topic and the order number lets us open your order straight away.
- A person reads it and checks the order: what was entered at checkout, whether making has started, where the parcel is and what has already been agreed.
- You get a reply within 1 business day. Where we can, the first reply resolves the request: a confirmed change, a prepaid return label, a remake plan or a refund approval. Where we depend on someone else, such as a carrier, we tell you what we have started and when you will hear from us next.
- We follow up as promised, even if the only news is that we are still waiting.
- We confirm when the ticket is closed, so that you know nothing more is needed from you.
How long each kind of ticket usually takes
| Ticket | First reply | Typical resolution |
|---|---|---|
| Change within 24 hours of ordering | Within 1 business day | Confirmed in the first reply; made before production |
| Cancellation before making | Within 1 business day | Confirmed in the first reply; refund received within 7 calendar days |
| Damaged or faulty piece | Within 1 business day | Remake made in 1–3 business days, or refund approved in the first reply |
| Personalisation error on our side | Within 1 business day | Corrected remake made in 1–3 business days, at no cost |
| Return for a refund | Within 1 business day, with a prepaid label | Refund approved within 2 business days of the piece arriving; received within 7 calendar days |
| Late or missing parcel | Within 1 business day | Carrier investigation up to 5 business days, then remake or refund |
| Question before ordering | Within 1 business day | Answered in the first reply |
| Privacy request | Within 1 business day | Completed within the time the law allows, normally 30 days |
Replying and following up
Please reply in the same email thread when we write back, so that the history stays together. If you need to add something before we have replied, such as a photo you forgot to attach, simply send it as a reply to your own ticket email; it joins the same conversation. If 1 business day has passed without a reply, check your spam or promotions folder first, then write again with the word “Follow-up” at the start of the subject line.
Attachments
Photos are the most useful thing you can send with a ticket about damage, a fault or a new photo for printing. Attach them directly to the email rather than sending a link to an online album, which may need a login we do not have. If your email program warns that the message is too large, send the photos in two or three separate emails with the same subject line. For a new photo to be printed, send the original file at full size; a screenshot or a photo forwarded through a messaging app is usually too small.
Business days and time zones
We answer tickets on US business days, Monday to Friday, excluding US public holidays. A ticket sent on a Saturday is answered on Monday. Customers in Australia and New Zealand are a day ahead of us, so a ticket sent on a Monday morning there usually arrives on Sunday afternoon US time and is answered on Monday. If your ticket concerns the 24-hour correction window, send it as soon as you can: the window is counted from your order time, and a request that arrives within it is honoured even if our reply arrives later.
Busy seasons
Before Christmas, Mother’s Day and Father’s Day, ticket numbers rise. Our reply time stays within 1 business day, and we answer tickets about orders already being made before questions about new orders, so that keepsakes in progress are never held up. If you are asking whether a piece can arrive by a date, send your ticket as early as you can, because the answer is only useful while there is still time to order. During these weeks, a clear subject line and your order number make the biggest difference to how quickly we can help.
If you are not happy with the answer
If our reply does not solve your problem, tell us so in the same thread and explain what you expected. A second person will review the ticket and reply within 1 business day. Writing to us never affects your rights under our policies or the law, including your right to dispute a charge with your bank or payment provider.
Tickets about gifts and on behalf of others
Gift recipients can open a ticket themselves about a damaged piece, an error or a return, using their name and the delivery address instead of an order number. Family members helping someone else with an order, for example after a loss, can open a ticket too. We keep the person who placed the order informed where that is appropriate.
Writing a ticket after a loss
If your ticket is about a memorial piece, you do not need to explain more than you want to. A short message such as “Please hold my order for a week” or “I would like to return this, it is too soon” is enough. We will not ask why. If a family is deciding together on the wording of a piece, tell us who will confirm the final text, and we will wait for that person before making anything.
Examples of clear tickets
- Subject “Change order – order number: 2051”: “Please change the date on the frame from 3/4/2024 to 4 March 2024. It is going to Australia.”
- Subject “Damaged or faulty – order number: 2067”: “The ornament arrived with a crack across the photo. Three photos attached. I would like a remake please.”
- Subject “Question before ordering”: “Would this photo work for the 5×7 landscape frame, or is it better as 4×6? It will sit on a narrow windowsill. Photo attached at full size.”
- Subject “Return or exchange – order number: 2088”: “I would like to exchange the 8×10 frame for the 5×7 version with the same photo and text.”
Each of these gives us the order, the request and the information needed to act, so it can be resolved in one reply. Notice that the date example writes the month as a word: that removes any doubt about whether 3/4 means March or April, which matters when a piece is going to a country that writes dates the other way round.
Our commitments on every ticket
- A person reads every ticket; there are no automated replies pretending to be an answer.
- You receive a reply within 1 business day.
- We tell you what we will do and when, and we keep to it.
- We use the details and photos you send only to resolve your ticket, as our Privacy Policy describes.
Please keep your details safe
Support tickets are ordinary emails. Never include a card number, a security code, a bank password or a one-time passcode in a ticket; we never need them and will never ask for them. If you receive a message claiming to be from Koishine that asks for such details, or asks you to pay a fee to release a parcel, do not reply. Forward it to us instead.
Other ways to find help
Many questions are answered straight away in our Help Center and our frequently asked questions. For general enquiries, visit Contact Us.