FAQ
Frequently Asked Questions
Each musical instrument ordered on our site is made to order by the customer. The manufacturing and delivery time to the customer will therefore vary according to the current order book and the manufacturing time of the musical instrument ordered.
Please allow between 1 and 4 weeks after placing your order on our website for your order to be delivered to your home.
We deliver everywhere in the United Kingdom and throughout the world. Delivery is free for orders over 89 pounds.
Once your order has been dispatched, you can track your order directly on this page :
All you need to track your parcel is your order number and the email address you provided when you made your purchase.
Unfortunately, delivery to pick-up points is not yet available. However, if you are not present when the delivery person comes to your home, it is possible that your order will be dropped off at a pick-up point for collection at a later date. Of course, we will keep you informed by email if your order has to be picked up.
Don’t worry, everything’s under control. We work with various handpan and tongue drums artisans and producers in different countries. This means that in the case of an order containing several items, it is possible that some will be shipped separately.
We take great care to ensure that every order goes smoothly for all our customers. If you have any doubts about your order, please write to Customer Support.
Return, cancellation and refund policy
In accordance with UK and European law, you have 14 days after receiving your order to make a return and obtain a refund. If you wish to make a return, you can contact us using the contact form or at [email protected].
To find out more about our refund and returns policy, please read our Return and Refund Polciy.
Customer satisfaction is our utmost priority, and we strive to provide an outstanding customer service.
We take all possible steps to ensure that the musical instruments purchased on our website arrive in perfect condition, but it may sometimes happen that an incident beyond our control occurs during transport.
If you have any problems receiving your order, please write to our customer service department ([email protected]). Please make sure to include photos or videos highlighting the problem with your email.
We will then assume our responsibilities and offer you a suitable solution (sending you a new product or a full refund in exchange for the faulty product).
Read our Return and Refund Policy for full refund and returns details.
You may cancel your order within 12 hours of your purchase. However, a fee equivalent to 5% of the price of the order will be retained by Handpan-Store and invoiced to the customer as damages due to the bank charges invoiced to the site for each order.
Payment & Security
We can accept all payments by bank card such as visa, mastercard or american express.
We can also accept payment by bank transfer (contact customer service for more information).
Credit card payments are handled by Stripe Inc, which uses an encryption algorithm (PCI level 1 certification, which offers the highest level of security).
Stripe Inc. is PCI DSS certified by VISA and MASTERCARD: this international security standard ensures the confidentiality and integrity of cardholder data, thus protecting card and transaction data.
Important notice : At no time does our website or Stripe Inc have access to your credit card number.
Still need help?
Get in touch with us directly :
[email protected]
You can also send an email directly to our customer service department at this email address
