HERE TO HELP
A question about your photograph, your kit or an order? Tell us a little about it.
support@komivan.comPlease do not send card details, identity documents or your production photograph through this form. We will explain the right next step.
Read the custom-order cancellation & refund policyABOUT THE KIT
A personalised paint-by-numbers canvas kit from your own photo, for you to complete by hand. Choose 24, 36 or 42 colours, a Small (30 × 40 or 30 × 50 cm), Medium (40 × 60 cm) or Large (50 × 70 cm) canvas, with an included wooden inner stretcher and optional decorative outer frame. Sizes available depend on your destination.
Product examples are illustrative.
A KOMIVAN brand, operated by KOMIVAN E-commerce Co., Ltd.
BEFORE YOU BEGIN
A numbered canvas, matching numbered colours and brushes in different sizes. Every kit includes an assembled wooden inner stretcher. A decorative outer frame is optional and packed with the kit.
Choose a clear photograph you own or are authorised to reproduce. Keep important details away from the edges. Your complete original is shown without a generated or framed preview; artwork detail depends on the original photo, canvas size and colour set.
Delivery is available to Japan, South Korea, Singapore, Hong Kong and Malaysia for the kit options shown for your destination. Malaysia currently offers Small 30 × 40 cm. Check the available delivery options, standard delivery charge and any applicable taxes at checkout.
Yes, for kit options currently available at checkout. Select your destination and kit, choose your photo, then use Add photo & kit to bag. Review your photo and options in your bag and complete checkout to place your order. Adding to bag or saving choices alone does not place an order or take payment.
Carrier restrictions apply. Hong Kong PO boxes and some outlying areas, and restricted airport or military addresses in Singapore, are not supported. Please contact us before ordering if you are unsure about your address.
The recipient must provide a valid Personal Customs Clearance Code (PCCC) before dispatch. We will follow up with you about the customs information needed for your order.
Email support@komivan.com. Include your configuration reference when relevant. Please do not email card numbers or identity documents.
YOUR PHOTOGRAPH
Choosing a photo shows the complete original on this device. It does not create a design preview. Choosing Add photo & kit to bag uploads that original to Shopify and attaches it to the cart item with your kit options.
We use the photo only to prepare and make your kit. Adding to bag does not place an order or take payment. Shopify processes the uploaded file and store data under its applicable policies.
Saving photo & choices on this device is separate from adding to bag. Browser copies may be cleared or unavailable, so keep your original. Clearing browser copies does not remove a file already sent to Shopify.
Use only photographs you own or are authorised to reproduce. Contact us about photo access or deletion at support@komivan.com.
STORE INFORMATION
Saving a configuration or adding a kit to your bag does not place an order, issue an invoice or start production.
Review your photo, specifications, destination, total and the terms shown at checkout before completing your purchase. Available delivery options, charges and applicable taxes are shown at checkout.
AI concept imagery is labelled. It is inspiration rather than a photograph of a delivered product or a guarantee of the final artwork. Material product descriptions and confirmed order details remain binding when a real order is accepted.
Seller: KOMIVAN E-commerce Co., Ltd.
Brand: KOMIVAN · Keepsake Canvas.
Contact: support@komivan.com.
Mandatory consumer rights prevail over conflicting terms. The final purchase terms and policies must be retained with each real order.
CUSTOM PHOTO CANVAS KITS
Please review this policy before purchase. Saving choices does not start an order or production.
Each kit is individually made using your photo and selected specifications. Please check these before ordering. An illustrative example is not a guarantee of the finished result; this does not excuse a material mismatch with the description or your confirmed order.
Contact us as soon as you need a change or cancellation. If production has not started and we can stop the order, we will cancel it and refund the amount paid for it. Production starts when work on your personalised kit actually begins, not merely when you pay. Once production starts, we do not offer voluntary returns or refunds for a change of mind, a photo or specification you chose incorrectly, or an item no longer needed. Mandatory cancellation rights still apply.
Contact us if your kit arrives damaged, incomplete, incorrect or materially different from the confirmed order. Depending on the issue and your legal rights, we will arrange missing parts, a repair, a replacement, a proportionate price reduction or a refund. Where a fault makes the kit unusable or seriously affects its intended use, we will offer a replacement at no extra cost or a full refund for the affected item; you retain any legal right to choose a refund. Minor faults also qualify for the remedies required by law. Your claim does not depend on our supplier or carrier paying us.
If you voluntarily choose to keep a usable item with a cosmetic or localised fault, we can agree a partial refund reflecting the loss in value. We will confirm the defect, amount and calculation in writing before you agree. This is not a compulsory settlement or a cap on a statutory price reduction or refund. Damage only to outer packaging, with an intact and conforming kit, does not normally qualify for a product refund. Damage caused by misuse or by the customer after delivery is not covered as a pre-existing fault; statutory rights still apply.
An agreed voluntary partial refund is calculated from the actual discounted price paid for the affected item. Separately itemised delivery charges are normally outside that calculation, unless the law or the agreed remedy requires their refund. We do not subtract a hidden delivery cost from a bundled or free-delivery price. Related taxes collected by us are adjusted as required. For a refund due to our error or a faulty item, we do not impose blanket deductions for outbound freight, taxes or processing fees; legally required shipping and return costs are borne by us. Duties or import taxes you paid directly to customs or a third party are not funds held by us; we will provide reasonable documents to support any available recovery.
Contact Help & delivery with your order reference, a description and, where reasonably available, photos of the item and packaging. Please report transit damage promptly, ideally within 7 days of receipt. This request does not shorten any statutory reporting, guarantee or claim period. An unboxing video and original packaging are not mandatory conditions for your legal rights. Please agree any return arrangements with us so we can provide an appropriate method; this does not prevent a legally permitted return.
We will confirm the remedy and refund amount in writing. Approved refunds are issued to the original payment method, unless you expressly agree another lawful method, within the period required by applicable law. A payment provider may take additional time to show the credit; we will share the refund reference.
For genuinely personalised goods, the usual 14-day change-of-mind withdrawal right generally does not apply. This does not remove your legal conformity guarantee, normally at least two years, or your rights to free repair or replacement and, in the circumstances provided by law, a proportionate price reduction or termination and refund. A minor defect does not automatically permit termination. More protective mandatory national rules apply.
Applicable federal and state consumer protections remain in force. We do not exclude rights relating to defective, misdescribed, undelivered or improperly delayed goods through a custom-order notice. Any legally required cancellation and refund for an unshipped order is handled under the applicable rules.
Operated by KOMIVAN E-commerce Co., Ltd. Contact support@komivan.com. The policy shown at the time of a real purchase must be retained with that order. Mandatory consumer rights prevail.
