If you have any questions about your order, please contact Handpan Studio Tokyo through our support desk.

You can reach us through the contact form or at the email address provided on our website.

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As a general rule, we are unable to change an order once it has been completed.

Before placing your order, please carefully check the product, color, quantity, shipping address, billing details, and all other information.

Please note

• If you wish to cancel your order, please contact us as soon as possible.

• Once an order has entered preparation for shipping, cancellation may no longer be possible, even if it has not yet been dispatched.

• Made-to-order items, pre-order items, and items arranged individually may be handled differently from regular in-stock products.

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As a general rule, we are unable to change the shipping address once an order has been completed.

Please enter your address accurately when placing your order, including building name and room or apartment number where applicable.

Please note

• If you notice an error in your address, please contact us as soon as possible.

• Depending on the shipping status, we may not be able to make changes.

• If redelivery costs are incurred due to a long absence or an incomplete or incorrect address, these costs may be the customer’s responsibility.

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Order confirmation and shipping notification emails may take a few minutes to arrive.

If you still have not received an email after some time, one of the following may apply.

1. Your order may not have been completed successfully

If the payment process was not completed, your order may not have been placed.

Please check your order history in My Page, or confirm whether you reached the payment completion screen.

2. The registered email address may be incorrect

If you have an account, please check your registered information.

3. The email may have been sorted into your spam folder

Please also check your spam, promotions, and other filtered folders or tabs.

4. Your email settings or inbox capacity may be preventing delivery

Please make sure your email account is able to receive messages from Handpan Studio Tokyo.

Email addresses we recommend allowing

• hello@handpanstudiotokyo.jp

• no-reply@squarespace.info

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We are sorry, but as a general rule, automatically generated order confirmation emails cannot be resent.

You can check your order status through your order history in My Page, or through any individual communication from our team.

If you have not received the email, please check your spam settings and registered email address, then contact us if you still need assistance.

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Normally, an order confirmation email is sent once your order has been completed successfully.

In rare cases, however, an order may still need to be cancelled afterward.

Examples include:

• We are unable to secure the item after checking stock availability.

• A quality issue is found with the product.

• Your registered information requires confirmation, and we are unable to proceed with shipping arrangements.

• Final payment authorization is not completed successfully.

• We determine that we cannot accept the order for fraud prevention or security reasons.

• Other circumstances make it difficult for us to fulfill or ship the order.

If we are unable to deliver your order, we will contact you by email or another appropriate method as soon as possible after confirming the situation.

Please note

• If an order is cancelled, we cannot guarantee that the same item can be reserved again under the same conditions.

• If you still wish to purchase the item, please check current availability and place a new order.

“Pending Payment” means that payment authorization is still being processed, or that payment confirmation is taking additional time.

Once payment is completed successfully, your order will be officially accepted and move to the next status.

If payment is not completed after a certain period of time, the order may be cancelled automatically.

In that case, please place your order again.

The most common reasons for automatic cancellation are listed below.

Credit card payment issues

• Identity authentication, such as 3D Secure, was not completed.

• The card number, expiration date, cardholder name, or other entered details were incorrect.

• The card issuer flagged the transaction for security review.

• The card was over its limit, expired, suspended, or otherwise unavailable.

• The order information and card information could not be verified as matching

If your order was cancelled, please check your card information and payment environment, then place the order again.

Credit card approval is determined by the card issuer, so please contact your card company first.

When you contact them, it may help to provide the date, time, and amount of your attempted purchase at Handpan Studio Tokyo.

Please also check the following:

• Whether identity authentication such as 3D Secure is enabled.

• Whether the card number, expiration date, and security code are entered correctly.

• Whether your browser cache may be affecting the payment process.

• Whether the same issue occurs on another browser or device.

• Whether you can complete the order using another card or another payment method.

Important

• As a general rule, please use a credit card in the name of the person placing the order.

• Some overseas-issued cards or special card types may not be accepted.

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Adding an item to your cart does not reserve the stock.

If stock changes while you are completing checkout, the item may sell out before payment is confirmed.

Please note

• An order is completed once the required information has been entered and payment authorization has been approved.

• Receiving an order confirmation email is a good indication that your order has been completed.

• Popular models and items with limited stock may sell out quickly.

If you have an account, please log in, check your registered information, and update it to the correct email address.

Your updated information will apply to future orders and communications.

If the wrong email address was registered, any automatic emails that have already been sent may have gone to that address.

Please check your email address carefully when placing an order.

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Made-to-order and pre-order items may have different delivery timelines and cancellation conditions from regular in-stock items.

Please be sure to check the information on the product page or in any individual guidance provided to you.

Please note

• The estimated delivery period may change depending on production status.

• After your order is confirmed, cancellation or specification changes may not be possible.

• Delivery timing may change due to weather, transport conditions, material availability, or other unavoidable circumstances.

You can check the estimated delivery time on the product page, in your order confirmation email, or in any individual guidance provided to you.

Made-to-order and pre-order items may take longer than regular in-stock items.

If there is any change to the delivery schedule, we will let you know as soon as the updated information is confirmed.

Receipt availability and the method of issue may vary depending on how your order was placed and the payment method used.

If you would like a receipt, please contact us with your order number.

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