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Free delivery for orders over £89 🚚

£15 off your first order with the code “HANG2024”.

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Delivery and Shipping Information

Delivery and Returns

Do you have a question about our delivery and returns conditions? Find all the information you need about our shipping, returns and order cancellation procedures. If you need any further information, don't hesitate to fill in the form below. The Handpan-Store team will be delighted to help you !

Shipping

We deliver throughout the United Kingdom, England, Ireland, Scotland, Wales and the rest of the world. Free delivery on orders over £89.

Each musical instrument ordered on our site is made on customer order. 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.

Returns and refunds

In accordance with British and European law, you have 14 days after receiving your order to retract and request a return.

To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging.

Digital products cannot be returned or refunded under any circumstances.

In the event of a concern regarding the quality of the product received, the customer also has 14 days in which to notify the customer service department of the problem in order to be able to claim compensation ( refund/credit note/sending of a new product).

All requests for returns, refunds or exchanges must be made using our contact form (https://handpan-store.co.uk/contact) or directly by email to our customer service department at [email protected]. The customer must attach to his/her request the order number concerned by the return, the description of the product(s) concerned by the return, and specify whether the request is for an exchange or a refund. If the return has not been announced by the customer, a gift card or credit note will automatically be created and sent to the customer.

In order to return goods properly, they must be intact and, if possible, accompanied by the delivery slip received with the order. If you fail to comply with these obligations, we may deduct an amount up to the full value of the item, depending on the devaluation caused by your handling of the product.

For each return, it is the customer’s responsibility to arrange the return and to pay the shipping costs, except in the case where the customer has received a product with a manufacturing defect or which does not correspond to the initial order.

Once we have received and processed the return, we will create a credit note in the form of a gift card, valid for 1 year, for an amount equal to the value of the items returned and the delivery costs if the order is returned in full. You will then be able to place a new order for all our products.

No refund, exchange or credit note will be issued until the returned products have been received.

We advise you to choose a method of transport with a tracking number. Without a tracking number, we will not accept any claims. Furthermore, parcels for which it is not possible to identify the customer (surname, first name, address, order number) will be refused.

Your credit note or refund will be processed within 15 days of receipt of your items and automatically credited to the account associated with the credit card used for payment.

Order cancellation

You can cancel your order within 12 hours of purchase. You must contact customer service using our contact form (https://handpan-store.co.uk/contact) or directly by email to our customer service department at [email protected].

In the event of cancellation of an order, a sum equivalent to 5% of the price of the order will be retained by Handpan-Store and invoiced to the customer as damages for bank charges invoiced to the site for each order.

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