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

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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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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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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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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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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.

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.

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.

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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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.

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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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.

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.

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

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However, for oversized items, special-delivery items, deliveries to remote islands or certain areas, or orders that require individual arrangements, we may quote a separate shipping fee.

For deliveries outside Japan, shipping fees are quoted separately depending on the destination country or region and the details of your order.

Please check the details at checkout, or in the information we send after your order has been placed.

Notes

• ·Free shipping may be available during certain campaigns.
• ·Some oversized items, special-delivery items, or products requiring individual arrangements may be subject to different shipping fees.

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When placing your order, please carefully check all details, including your name, address, building name, and room number.

Notes

• ·If you notice an error, please contact us as soon as possible.
• ·Once an order has entered preparation for shipment, we may be unable to make changes even before it has shipped.
• ·If you wish to cancel your order, please contact us as soon as possible.

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If no date or time is selected, your order will be shipped at the earliest available timing.

Please note

• ·We are unable to accommodate individual delivery date or time requests outside the options shown at checkout.
• ·Delivery may not arrive at the requested time due to traffic, weather, courier conditions, or other circumstances beyond our control.
• ·During gift seasons and other busy periods, delivery networks can become congested, and we may not be able to guarantee arrival exactly as requested.
• ·Made-to-order items, pre-order items, or products requiring inventory confirmation may take longer than usual to ship.

Once your order has shipped, we will send a shipping confirmation email with delivery details, including your tracking number.

Notes

• ·We may not process shipments on weekends, public holidays, or during store closure periods.
• ·Depending on the order details or the nature of the product, shipment may take longer than usual.
• ·If you have any questions about your delivery status, please contact us.

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If you would like multiple items delivered together, please place them in the same order.

Notes

• ·Shipping fees and delivery arrangements may apply separately to each order.
• ·We cannot merge multiple orders that have already been completed.

Please provide an address where the order can be received securely.

Notes

• ·For high-value or delicate items, we may require in-person receipt as a general rule.
• ·Depending on the order details, we may decline shipment to an address we determine to be unsuitable for safe delivery.

In particular, high-value items, fragile items, and products that require hand delivery may not be eligible for delivery box drop-off.

Please note

• ·We may not be able to accept responsibility for loss, theft, or damage that occurs after an item has been delivered to a parcel locker or delivery box.
• ·For safe delivery, we may change the delivery method to in-person receipt at our discretion.

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If you would like your order delivered to a hotel, please enter the following information accurately when placing your order.

Information to include

• ·Hotel name
• ·Hotel address
• ·Your stay dates
• ·Guest name under the reservation

Please note

• ·We may be unable to deliver if the hotel cannot accept packages on your behalf.
• ·Depending on the timing of delivery before or after check-in, you may not be able to receive the package.
• ·We recommend confirming with the hotel in advance that they can receive packages for guests.

Available destinations, shipping fees, and delivery methods vary depending on the order details and delivery address.

If you have trouble setting up international shipping at checkout, or would like to confirm whether delivery is possible before placing an order, please feel free to contact us through our inquiry page.

Notes

• ·Only one delivery address can be specified per order.
• ·If you would like items delivered to multiple addresses, please place a separate order for each destination.

For reshipment after return, separate shipping fees or handling charges may apply.

Please note

• ·If receipt cannot be confirmed within a certain period, we may treat the order as cancelled.
• ·For made-to-order and pre-order items, reshipment and cancellation conditions may differ from standard items.

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Items in regular stock are usually shipped relatively quickly, while made-to-order items, pre-order items, or orders requiring individual confirmation may take longer.

Notes

• ·If an estimated delivery or shipping timeframe is listed on the product page, please check that information as well.
• ·If there is any change to the expected shipping timing, we will let you know as soon as it becomes clear.

Please check the available payment options shown during checkout.

Additional notes

• ·Available payment methods may vary depending on your order details or payment environment.
• ·For certain items or special orders, we may provide different payment terms.

We generally support major international card brands, though available brands may change depending on timing or the payment environment.

Please note

• ·Please use a credit card issued in the name of the person placing the order.
• ·If the order name and cardholder name do not match, we may not be able to accept the order.
• ·Closing dates and withdrawal dates vary by card issuer.

Depending on your card issuer and contract, you may be able to change the payment plan to installments or revolving credit after purchase. Please contact your card issuer for details.

Please note

• ·Whether a payment processed as a one-time payment can later be changed by your card issuer depends on your card agreement.
• ·Handpan Studio Tokyo cannot confirm or manage payment-plan changes for individual card issuers.

For online shopping, identity authentication may be applied to help prevent unauthorized card use.

Additional notes

• ·Depending on your card issuer, authentication may be handled through a password, one-time password, or another verification method.
• ·For details about identity authentication, please contact your credit card issuer directly.
• ·Pages beginning with “https” indicate a secure communication environment.

After entering your card information during checkout, you may be redirected to an authentication screen provided by your card issuer.

Please note

• ·If authentication is not completed successfully, you may not be able to complete your order.
• ·Because we cannot check your authentication method or registration status, please contact your card issuer directly.

If your card cannot be used, please try another card or a different payment method.

Please use a credit card issued in the name of the person placing the order.

If the order name and cardholder name do not match, we may not be able to accept the order.

In some cases, an authorization hold may appear on your card shortly after your order is placed.

Additional notes

• ·If the payment cannot be completed successfully at the time of shipment, we may not be able to ship your order.
• ·Closing dates and withdrawal dates vary by card issuer.
• ·Please contact your card issuer for details.

This may simply be a pre-settlement confirmation process, and does not necessarily mean that your order will ship immediately.

Additional notes

• ·The final sales charge may be confirmed at the time of shipment or at another processing point determined by our store.
• ·The timing of usage notifications and reflected card activity varies by card issuer.

If the issue continues, please contact your card issuer to confirm whether the payment can be approved.

Please also check the following

• ·Whether identity authentication has been completed
• ·Whether your card has sufficient available credit
• ·Whether your card has expired
• ·Whether the card was issued overseas
• ·Whether the card is issued in the name of the person placing the order

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In general, for Visa, Mastercard, JCB, Diners, and Discover, it is the 3-digit number near the signature panel on the back of the card. For American Express, it is the 4-digit number on the front of the card.

You can pay by credit card or PayPal.

If a payment option is not displayed, it is not available for that order or payment environment.

Please note

• ·Available payment methods may vary depending on your device or usage environment.
• ·Some browser settings, including private browsing mode, may prevent payment methods from working properly.

In such cases, we may contact you if needed.

Additional notes

• ·You may need to place the order again.
• ·For popular items or items with limited stock, the item may sell out while you are completing the payment process again.

However, depending on the payment method or system specifications, only the same information as the shipping address may be accepted.

Please note

• ·If the information entered is incomplete or inaccurate, payment screening or order confirmation may take additional time.
• ·For high-value orders, we may contact you for additional confirmation.

We may provide the receipt as a document enclosed with the product or issue it separately.

Additional notes

• ·If you would like a receipt, please contact us with your order number and the name you would like shown on the receipt.
• ·We may not be able to issue receipts without a named recipient, or to “To whom it may concern.”
• ·The description on the receipt may be written in the format designated by our store.

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If you would like a handwritten receipt, please contact us with your order number and the recipient name ready.

Please note

• ·If a document has already been issued, we may need to replace it rather than issue an additional version.
• ·The available format and whether we can accommodate the request will depend on the order details.

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Please contact your card issuer for details.

Please note

• ·Refunds for order changes or cancellations may take time to appear.
• ·Handpan Studio Tokyo cannot guarantee the date on which a refund will be reflected.

Returns and refunds

As a general rule, we do not accept returns or refunds for customer convenience.

Exchanges

If you would like to request an exchange, please contact us first.

Please note that we may not be able to assist with items returned without prior contact.

After contacting us, please return the item and all included accessories according to the instructions we provide.

Once we receive the returned item and confirm its condition, we will proceed with the exchange process.

[Basic exchange conditions]

• ·Exchanges are generally limited to one time only.
• ·Exchanges are generally available for an item of the same price or a higher-priced item.
• ·If there is a price difference, payment will be required using the method specified by us.
• ·Depending on stock availability, we may not be able to prepare the item you request.
• ·Return shipping fees may be the customer’s responsibility.

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• ·You have not contacted us in advance.
• ·The item is returned after a certain period has passed from the delivery date.
• ·You do not respond within a reasonable period to our confirmation after the item is returned.
• ·There are signs that the item has been used.
• ·The instrument, case, accessories, or any included items are missing.
• ·The item has been altered, adjusted, modified, damaged, or otherwise changed from its original delivered condition.
• ·The item is listed as not eligible for exchange on the product page or in this FAQ.

[Please note]

• ·If the item appears to have been used beyond a brief test or inspection, we may not be able to accept an exchange.
• ·Minor scuffs or dents to the outer shipping box only may not qualify for exchange.

After reviewing the details, we will respond through an exchange, repair, or another appropriate method determined by us.

[A few requests]

• ·Please keep the outer box, packing materials, and accessories.
• ·We may ask you to send photos so we can confirm the condition.
• ·Depending on the issue and stock availability, we may arrange a repair instead of an exchange.

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As a guideline, please contact us within 30 days of receiving the item. For initial defects or shipping damage, we kindly ask that you contact us as quickly as possible so we can confirm the situation properly.

[Please note]

• ·If a significant amount of time has passed, we may not be able to assist.
• ·Because it becomes harder to confirm the item’s condition over time, please check your order soon after it arrives.

However, depending on stock availability and the nature of the item, we may not always be able to meet your request.

[Additional notes]

• ·For limited items, items with significant individual character, or near one-of-a-kind pieces, it may be difficult to exchange for the exact same item or under the exact same conditions.
• ·Because each handpan has its own tone, resonance, and visual character, we may not be able to provide an identical individual instrument.

However, if an initial defect or an issue caused by our side is confirmed, we will handle the matter individually.

[Please note]

• ·Variations in color, pattern, tone, or other characteristics considered natural to the item may not qualify for exchange.
• ·Please review the specifications and estimated delivery time carefully before placing your order.

However, we cannot accept an exchange if we find performance marks, dents, stains, placement marks, or other signs of regular use.

[Please note]

• ·Handpan surfaces are very delicate, so please handle your instrument with great care.
• ·Final condition assessment will be made after we receive and inspect the returned item.

Payment must be made using the method we provide.

[Additional notes]

• ·If the exchange item is not in stock, we cannot accept the exchange.
• ·We will proceed with the exchange after confirming payment of the price difference.

We will provide individual guidance on whether a price difference applies and how it will be handled.

[Please note]

• ·Handling may vary depending on the item, timing, and reason for exchange.
• ·Please contact us in advance for the details.

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Please review the item details, specifications, estimated delivery time, and payment method carefully before placing your order.

Please contact the shop, seller, or support desk where you made the purchase.

[Please note]

• ·Return and exchange conditions vary depending on the country of purchase and sales channel.
• ·We cannot guarantee the same handling for all purchases within Japan.

If you would like to request a return or exchange, please contact us first through our inquiry page.

For items purchased at pop-up events or similar occasions, the procedure may vary depending on the event details and sales conditions.

If you purchased a Handpan Studio Tokyo item through another shop or authorized retailer, please contact that shop directly. Return and exchange conditions and procedures may vary by store.

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For exchanges, we may be able to discuss options only if the request is made within a certain period after delivery and there are no issues with the item’s condition or stock availability.

[Additional notes]

• ·Exchanges are generally available for an item of the same price or a higher-priced item.
• ·If there is a price difference, payment may be required from either the original purchaser or the recipient.
• ·For procedural reasons, some information may be sent to the original purchaser.

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• ·Care and maintenance products
• ·Accessories or hygiene-related items that come into contact with the mouth
• ·Certain electronic devices and peripheral equipment
• ·Made-to-order items, special-order items, and custom-specification items
• ·Items marked “not eligible for return or exchange” on the product page

[Please note]

• ·This does not apply in cases of initial defect.
• ·Eligibility varies by item, so please check the product page or the individual guidance provided.

However, it may take longer if we need to confirm the item’s condition, check stock, or contact you for additional information.

[Additional notes]

• ·During busy periods or around long holidays, the process may take longer than usual.
• ·The shipping timing for the exchange item may vary depending on stock availability.