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These Terms of Service (“Terms”) are the agreement between you and Koishine, of 1113 Michigan Ct, Alexandria, VA 22314, US, for the use of koishine.com and for every order placed on it. We have tried to write them in plain language. By browsing the site or placing an order, you accept these Terms and the policies they refer to. Nothing in them removes rights you have under consumer protection laws that cannot be waived where you live.
The main points
- Keepsakes are made to order from the photo and words you send, after a 24-hour correction window.
- Prices are in US dollars, shipping to the US, Canada, Australia and New Zealand is free, and the total is shown before you pay.
- Every product can be returned within 60 days of delivery with free return postage, and approved refunds reach your original payment method within 7 calendar days.
- You keep the rights to your photos; you allow us to use them only to make your order.
- These Terms are governed by the laws of the Commonwealth of Virginia, without limiting your local consumer rights.
1. Who we are and how to reach us
Koishine makes personalised keepsakes and home decor, including acrylic photo frames, ornaments, memorial pieces and holiday decor, and sells them through koishine.com. You can reach us at support@koishine.com. We reply within 1 business day, Monday to Friday. Notices to us under these Terms should be sent to that address, and notices to you will be sent to the email address on your order or account.
2. Using the site
You may use koishine.com to browse, order keepsakes for yourself or as gifts, and manage your orders. To place an order you must be old enough to make a binding contract where you live, or have the permission of a parent or guardian who accepts these Terms for you.
If you create an account, keep your login details private and tell us promptly if you think someone else has used it. You are responsible for activity on your account unless it results from our own failure to keep the site secure. You can close your account at any time by writing to us.
We work to keep the site available, but it may occasionally be unavailable for maintenance or for reasons outside our control. We may change, suspend or withdraw parts of the site, such as a product or a design option, without notice; a change never affects an order we have already accepted.
3. Personalised products and the material you send
3.1 What you send us
Many products are made with material you provide: photos, names, dates, messages, handwriting or a pet’s portrait (“your material”). You keep all rights in your material. By sending it, you give Koishine a limited, non-exclusive, royalty-free permission to copy, crop, resize, colour-correct, print and engrave it for the sole purpose of making, checking, delivering, remaking or supporting your order. We do not use your material for marketing or display without your separate written permission.
3.2 Your promises about your material
When you send material, you confirm that you have the right to use it for a personal keepsake: for example, that you took the photo, or that the person who did is happy for it to be used, and that it does not copy someone else’s artwork, logo or trademark. You also confirm that it is lawful and is not hateful, harassing, sexually explicit or otherwise offensive.
3.3 Material we cannot use
We may decline to make a piece if the material appears to infringe someone else’s rights, includes recognisable brand logos, sports team marks or characters owned by others, or is offensive or unlawful. If that happens, we tell you before production and offer to make the piece with different material, or cancel the order with a full refund.
3.4 Print quality depends on the photo
A printed photo cannot be sharper than the file it comes from. If we believe your photo is too small, blurred or dark to print well, we tell you and wait for a better file or your approval. If you ask us to go ahead with a file we have flagged, the result will reflect the original photo, and that limitation is not treated as a fault. You can still return the piece within 60 days under our returns policy.
3.5 We print what you type
Personalisation is made exactly as entered at checkout or confirmed in writing afterwards, including spelling, capital letters, punctuation and date formats. Please check it carefully. Our 24-hour correction window, described on the Cancel or Change an Order page, exists so that mistakes can be fixed before anything is made.
4. Product descriptions, colours and natural variation
We describe and photograph products as accurately as we can, including materials, finishes, available photo sizes and what is included, such as a stand or a ribbon. Some product images may be digital previews showing how a design will look; we label them where that applies. Colours can look different on different screens, and printed colours can vary slightly from those on your phone, particularly with very dark or very saturated photos.
Wood is a natural material. Grain, knots and tone vary from piece to piece and engraving shows slightly differently on each board. Acrylic edges may show faint polishing marks. These variations are part of how the products are made and are not faults. If a piece differs materially from its description, it is covered by our Refund Policy.
Where a product offers a choice of material, such as clear acrylic or birch wood, the product page describes how they differ in look and care. Acrylic gives a glass-like finish with the photo appearing to float; wood gives a warmer, matte finish suited to engraved text. Both are made to the same standard and covered by the same policies.
Photo sizes such as 4×6 or 5×7 inches describe the size of the photo area for standard print formats; our size guide explains how to choose between them.
5. Prices and availability
Prices are shown in US dollars and include everything Koishine charges for the item. Shipping to the United States, Canada, Australia and New Zealand is free. The total you will pay is shown at checkout before you confirm the order, and Koishine does not add a separate tax line at checkout. Orders delivered outside the United States may be charged import duties, taxes or fees by the destination country; these are set by that country, are not collected by us and are paid by the recipient.
Prices and available options can change at any time before you order. The price that applies is the one shown when you place your order. If a price is shown in clear error, for example a frame listed at a fraction of its usual price because of a technical fault, we will tell you before making the piece and either correct the order with your agreement or cancel it with a full refund.
6. Placing an order and when the contract starts
When you place an order, you are offering to buy the items in your cart, made with the personalisation you entered. You receive an automatic order confirmation email, which confirms that we have received your order. The contract between us starts at that point, subject to our right to cancel an order in the situations listed in section 7.
Before you confirm, checkout shows the items, options, personalisation, shipping address and total. Please check them. The order confirmation email repeats these details; if anything looks wrong, write to us within 24 hours.
7. When we may cancel an order
We may cancel all or part of an order, with a full refund, if:
- the material you sent cannot be used for the reasons in section 3.3, and you do not send replacement material;
- we cannot reach you about a photo or detail we need after reasonable attempts over 7 days;
- the payment cannot be verified or appears fraudulent;
- the shipping address is outside the countries we deliver to or cannot be delivered to;
- a product is shown at a price in clear error, as described in section 5; or
- circumstances outside our control, such as a carrier suspending service to a country, make delivery impossible.
We email you before or when we cancel, and the refund reaches your original payment method within 7 calendar days.
8. Payment
You agree to pay the total shown at checkout using one of the payment options offered there. The options available for your order are always shown at checkout, and our Payment Methods page explains how payment works. Payments are handled by the payment provider you choose, and Koishine never receives or stores your full card number. Your payment is taken when you place the order.
9. Making and delivery
Each keepsake is made after a 24-hour correction window, usually within 1–3 business days, and then shipped from the USA. Transit takes 7–14 business days, giving an overall estimate of 8–17 business days. These are estimates rather than guaranteed dates. The details, including what happens if a parcel is late, lost or damaged, are in our Shipping & Delivery policy, which forms part of these Terms.
Your order is our responsibility until it is delivered to the address you gave us. If it is lost or damaged on the way, we remake it or refund you as that policy describes. Ownership of the goods passes to you on delivery.
10. Changes, cancellations, returns and refunds
You can change or cancel an order free of charge within 24 hours of placing it, as described on Cancel or Change an Order. Every product, including personalised pieces, can be returned within 60 days of delivery for any reason, with free return postage, under our Returns & Exchanges Policy. Approved refunds reach your original payment method within 7 calendar days under our Refund Policy. These three policies form part of these Terms.
These policies are in addition to your legal rights. If a product is faulty or not as described, you also have the remedies that consumer law gives you where you live.
11. Using and caring for your keepsake
Our products are decorative keepsakes. Ornaments and small pieces are not toys and may include ribbons, hooks or small parts, so keep them away from young children and pets. Acrylic frames and plaques are for indoor display; keep them out of strong direct sun and away from heat sources such as fireplaces and radiators, which can warp acrylic or dry out wood. Clean acrylic with a soft, slightly damp cloth and no solvents. Damage caused by misuse, accidents after delivery or cleaning with harsh products is not a fault, although you can still return an item within 60 days if it is in the condition you received it.
12. Discounts and store credit
If we offer a discount code, its conditions, such as the products it applies to and its end date, are shown with it. Codes cannot be exchanged for cash and cannot be combined unless stated. Store credit issued instead of a refund can be used on any product and does not expire while the shop operates. Ending a promotion never changes an order already placed.
13. Reviews and messages you send
If we later invite reviews and you write one, it must reflect your honest experience and must not include other people’s personal information without their consent. We may decline or remove reviews that are misleading, offensive or unrelated to the product. We do not edit reviews to change their meaning, and we never publish reviews that were not written by customers.
14. Our intellectual property
The Koishine name and logo, our designs, layouts, product photographs, descriptions and other site content belong to Koishine or our licensors and are protected by intellectual property laws. You may view and share links to our pages for personal use, but you may not copy or resell our designs, photographs or text, or use our name or logo in a way that suggests a connection with us. See our Intellectual Property Policy and DMCA page for details and for how to report a concern.
15. Gift orders
You can send a keepsake directly to someone else by entering their address for delivery. You remain the customer: the contract is with you, payment comes from you and refunds go back to you unless you agree otherwise. The recipient may contact us about a fault, a damaged parcel or a return, and we will deal with them courteously while keeping you informed where appropriate. Prices are never included in the parcel.
16. Larger and repeat orders
Our products are sold for personal and family use. If you would like many pieces of the same design, for example ornaments for every guest at a memorial gathering or frames for each member of a large family, write to us before ordering. We will tell you honestly whether the quantity can be made within our usual making time, and whether it needs to be split into several orders. Resale of our products as your own designs is not permitted.
17. Holding an order
At your request we can hold an order for up to 14 days before making it, for example while birth details are confirmed or while a family agrees on the wording of a memorial piece. While an order is on hold you can change or cancel it free of charge. If we have not heard from you by the end of the hold, we write to you, and if we still cannot reach you after 7 more days we cancel the order and refund it in full.
18. Communicating electronically
You agree that we may communicate with you by email about your order, and that confirmations, notices and other information we send electronically meet any legal requirement for written communication. Please keep your email address up to date and add support@koishine.com to your contacts so that important messages about your photo or delivery do not end up in a spam folder.
19. Accessibility and help with ordering
We want the site to be usable by everyone, including people who use screen readers, keyboard navigation or larger text. If any part of the site is difficult to use, or you would find it easier to describe your personalisation in an email than to type it into a form, write to us. We will help you place the order, read your personalisation back to you in writing before anything is made, and apply exactly the same prices and policies as an order placed through the site.
The same applies if you are ordering at a difficult time and would rather not navigate the checkout alone. Tell us what you have in mind, and we will guide you through the choices one step at a time.
20. Acceptable use of the site
Please use the site in the way it is intended. You must not:
- try to gain unauthorised access to the site, other customers’ accounts or our systems, or test the site for weaknesses without our written permission;
- copy large parts of the site with automated tools, other than ordinary indexing by search engines;
- interfere with the site’s operation, for example by sending large volumes of automated requests or uploading files designed to cause harm;
- place orders with payment details you are not authorised to use, or with false information intended to deceive us or a carrier;
- use the site, or material sent for personalisation, to harass, threaten or impersonate anyone.
We may suspend accounts or refuse orders connected with these activities, and may report unlawful activity to the appropriate authorities.
21. Links to other websites
The site may link to other websites, such as a carrier’s tracking page or a payment provider’s checkout. Those websites are run by their owners, not by us, and their own terms and privacy policies apply. We are not responsible for their content or availability.
22. Our responsibility to you
We are responsible for making your keepsake with reasonable care and skill, as described, and for delivering it as our shipping policy sets out. If we fail to do so, the remedies in our returns and refund policies apply, together with any rights consumer law gives you.
To the extent the law allows, we are not responsible for losses that were not reasonably foreseeable when the contract was made, for business losses (our products are sold for personal use), or for delays or failures caused by events outside our reasonable control, such as severe weather, carrier strikes, border closures or failures of third-party services. In those cases we will tell you, keep you updated and offer a refund if your order cannot be completed within a reasonable time.
Our total responsibility for any order is limited to the amount you paid for it. None of these limits apply to liability that the law does not allow us to limit, including liability for fraud, or for death or personal injury caused by negligence, and none of them affect your statutory consumer rights.
23. Information on the site
Guidance on the site, such as advice on choosing a photo size or caring for acrylic, is general information to help you choose. We keep it accurate and up to date as far as we can, but it is not a substitute for checking the details on the product page before you order.
24. Governing law and resolving problems
These Terms, and any dispute about them or about an order, are governed by the laws of the Commonwealth of Virginia, United States. This does not take away the protection of mandatory consumer laws of the country or state where you live, and you may bring a claim in the courts where you live if those laws allow it.
If something goes wrong, please write to us first at support@koishine.com. Almost every problem with an order can be resolved by email, quickly and without cost to you. If we cannot agree, either of us may take the matter to the courts that have jurisdiction under the rule above. Writing to us does not affect your right to dispute a charge with your bank or payment provider.
25. Other legal terms
- Whole agreement: these Terms, together with the policies they refer to, are the whole agreement between you and Koishine about the use of the site and your orders.
- Severability: if a court decides that part of these Terms is invalid, the rest stays in force.
- No waiver: if we do not enforce a right immediately, we can still enforce it later.
- Transfer: we may transfer our rights and obligations under these Terms to another business, for example if the shop is sold, and will tell you if that happens. Your rights under the Terms, and under the law, are not reduced by such a transfer.
- Third parties: these Terms are between you and Koishine, and no one else can enforce them, except that a gift recipient may contact us directly about a return or a fault as our policies describe.
26. Changes to these Terms
We may update these Terms to reflect changes in the law, in our products or in how the shop works. The version shown on the site when you place an order is the one that applies to that order. The date at the top of this page shows the latest change, and we will highlight significant changes on the site.
27. Contact
Questions about these Terms can be sent to support@koishine.com or by post to Koishine, 1113 Michigan Ct, Alexandria, VA 22314, US. You may also find what you need on our Contact Us page, our Privacy Policy or our frequently asked questions.