Frequently Asked Questions

From the instrument itself to everyday care.

Instruments Ordering Shipping Payments Returns & Exchanges Rental

Instruments.

About the handpan itself, what it sounds like, who it is for, how to care for it.

Can I play the handpan even if I have no musical experience?

You can start simply by tapping gently with the palms and fingers, then explore short rhythms and small melodic phrases. Little by little, those simple patterns begin to feel musical on their own.

How long does delivery usually take?

Models in stock ship from Tokyo within one week of your order, with tracking; within Japan they arrive in the same week, and international delivery time depends on the destination. A pre-order, placed once the instrument in Tokyo has found its owner, arrives in about 1 to 2 months.

Notes

• For a custom scale or tuning, we confirm the lead time with you before you order.

• If there is any meaningful change to the expected delivery timing, we will let you know as soon as possible.

What happens when a model sells out?

The Handpan Alpha, Beta and Gamma can still be ordered once the instrument in Tokyo has found its owner. The order becomes a pre-order: checkout says so, and delivery takes about 1 to 2 months from your order. The Handpan Zero is offered while our Tokyo stock lasts. Models we no longer offer are listed on our Earlier Models page.

What is the difference between ALPHA, BETA, GAMMA and ZERO?

• ALPHA (D Kurd, 10 notes): A long-loved classic scale, warm and balanced. Wherever your hands land, the ten notes sit well together. Finished in Shinonome, a pale gold like first light.

• BETA (B Kurd, 9 notes): A low, deep voice built around a B ding. For quiet hours, meditation and anyone drawn to a calm, settled sound. Finished in Yowa, a silver polished once more, as still as midnight.

• GAMMA (F♯ Low Pygmy, 12 notes): The widest range of our lineup, more than two octaves, for players who want the most room for melody and improvisation. Ember steel, finished in Yūnagi, a warm, rosy bronze like the evening calm.

• ZERO (D Ashakiran, 12 notes), special stock: Bright and open, with ten notes on the top shell and two on the bottom. Apart from the main lineup, the instrument we offered until now as the Alpha, at a special price while our Tokyo stock lasts. Finished in Mimei, a deep, dark bronze like the hour before dawn.

That said, choosing a handpan is very personal. The best model is not only about specifications, but also about how the sound feels in your hands. When possible, we recommend trying the models side by side so you can experience the difference directly.

Earlier models, including the former Zero, Beta and Gamma, are listed on our Earlier Models page.

Will my handpan look and sound exactly like the photos and recordings?

Each handpan is finished and tuned by hand, so no two are exactly alike. The color of the finish, the hammer marks in the steel and the character of the voice vary slightly from one instrument to the next, even within the same model.

The photos and recordings on this site are a guide, and colors can look different from one screen to another.

What stays the same is the scale: every instrument of a model carries the same notes. The small differences are part of what makes each one its own.

If you have a question about a particular instrument before ordering, please feel free to contact us.

How loud is a handpan? Is it suitable for home or apartment use?

A handpan is gentler than most percussion. Played softly, it sits at about the level of conversation. Because the volume responds directly to your touch, it is relatively easy to control. Softer playing produces a more intimate sound, while stronger playing creates more projection and resonance.

Notes

• A normal conversation is typically around 60-70 dB at a distance of about 1 meter.

• Depending on playing strength, a handpan heard nearby is often around the level of conversation to somewhat louder than conversation.

• Sound generally decreases with distance. As a rough acoustic guide, doubling the distance can reduce the level by about 6 dB in open or less reflective spaces. For example, from 1 m to 2 m is about -6 dB, from 2 m to 4 m is another -6 dB, and from 1 m to 10 m is roughly -20 dB.

[Please note]

• Actual sound levels vary depending on the player, room size, walls, floor materials, time of day, and the surrounding environment.

• For apartment playing, we recommend gentle touch, reasonable hours, and being mindful of neighbors, especially in rooms where sound may carry through floors or walls.

How should I care for and maintain my handpan?

Humidity can lead to rust, so we recommend storing the instrument in a dry place. Depending on your environment, placing a desiccant inside the case can also help manage moisture.

For surface protection, apply a small amount of maintenance oil in a thin layer, then wipe away any excess. This helps protect the surface from humidity and oils from your hands.

[Maintenance guide]

• Wipe the instrument after each playing session.

• Keep it away from damp spaces, direct moisture, and long periods inside a humid case.

• Apply maintenance oil as needed. As a general guide, once a month to once every one or two months is suitable for many environments.

• Frequency may vary depending on humidity, season, how often you play, and the finish of the instrument.

Your instrument includes a care guide with detailed maintenance instructions. Please refer to that page when your handpan arrives.

Ordering.

Placing an order, modifying it, communications, and timelines.

Where should I contact you about my order?

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

Can I change my order after it has been placed?

Before placing your order, please check the model, the quantity, your shipping address, and your contact details carefully.

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.
·For a custom scale or tuning, changes may no longer be possible once production has begun.

Why haven’t I received my order confirmation or shipping notification email?

Your order confirmation is emailed from hello@handpanstudiotokyo.jp within a few minutes of payment. When your instrument ships, we send your tracking number from the same address.

If an email has not arrived, please check your spam, promotions, and other filtered folders, and make sure messages from hello@handpanstudiotokyo.jp can reach your inbox.

If the “Thank you for your order” page did not appear after you paid, the payment may not have gone through. Either way, please contact us with your name and the email address you entered at checkout, and we will confirm your order for you.

Can you resend my order confirmation email?

Yes. Please first check your spam and other filtered folders for a message from hello@handpanstudiotokyo.jp. If it is not there, contact us with your name and the email address you entered at checkout, and we will send your order details again.

Can an order be cancelled after I receive an order confirmation email?

In principle, an order is final once the confirmation email has been sent. 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.
·We are unable to confirm your shipping address or contact details, and cannot arrange delivery.
·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.

What should I do if my credit card is not accepted and I cannot place an order?

If your card is declined, the quickest route is usually your card issuer. 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 card has sufficient available credit.
·Whether your card has expired.
·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.

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.

Why couldn’t I complete my purchase?

Usually, either the model has sold out, or the card payment was not approved. Sold-out models are marked in our lineup. If your card was declined, your card issuer can usually tell you why.

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.

What should I do if I entered the wrong email address at checkout?

Please contact us from the correct address, with your name and the model you ordered. We will confirm your order and keep you updated at that address.

Emails already sent, such as your order confirmation, were sent to the address entered at checkout.

Please check your email address carefully when placing an order.

Can I order a scale or tuning that is not in the lineup?

We welcome enquiries by email. For each request, we check with our maker whether it can be made, then confirm the price and lead time with you before any order is placed.

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.

Where can I check the estimated delivery time after placing my order?

Your order confirmation email shows when to expect delivery. Models in stock ship within one week of your order, and we email your tracking number when your instrument ships. For a custom scale or tuning, the lead time is the one we confirmed with you before you ordered.

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

Shipping.

How orders reach you, within Japan and internationally.

How much does shipping cost?

Shipping is free within Japan.

For deliveries outside Japan, we ship from Tokyo by EMS. The rate for your region is shown at checkout.

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

Notes

·Import duties and taxes charged in the destination country are paid by the recipient.
·We send a tracking number with every shipment.

Can I change my delivery address after placing an order?

Please contact us as soon as possible. The address can usually be updated before dispatch. 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.

Can I choose a delivery date and time?

Delivery dates and times cannot be chosen at checkout. We email you the tracking number when your instrument ships, and for deliveries within Japan you can use it to arrange a delivery time or redelivery directly with the carrier.

If you have a preferred delivery date within Japan, please let us know by email before your instrument ships. We will do our best to accommodate it.

Please note

·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.

Where can I check my delivery status?

Your delivery can be followed with the tracking number we send at dispatch. 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.

Can you combine separate orders into one shipment?

We are unable to combine separate orders into one shipment. Each checkout is for a single model, and shipping within Japan is free for every order.

Notes

·Shipping fees and delivery arrangements may apply separately to each order.
·If you are planning to order more than one instrument for delivery outside Japan, please contact us before ordering.

Can you ship to a P.O. box?

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.

Can you deliver to a parcel locker or delivery box?

Delivery to a parcel locker or delivery box is possible in many cases. 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.

Can you deliver to a hotel?

Yes, we can deliver to a hotel. Please enter the hotel as your shipping address at checkout, then send us the details below by email.

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.

Do you ship internationally?

Yes. We ship worldwide from Tokyo by EMS, with insurance and tracking. 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.

What happens if I cannot receive my order due to long-term absence or an incorrect address?

If a parcel comes back to us undelivered, we will contact you about reshipment. 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.

Payments.

Methods, currencies, charges, and what happens at checkout.

What payment methods does Handpan Studio Tokyo accept?

We accept credit card payment through the secure Stripe checkout page.

Additional notes

·Depending on your device and browser, a wallet such as Apple Pay or Google Pay may also be shown at checkout.
·Bank transfer, cash on delivery and QR code payments are not available.

Which credit cards can I use?

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.

Can I pay in installments or use revolving credit?

This depends on your card. With eligible cards issued in Japan, installment options may be shown on the secure Stripe checkout page, and you can see what is offered for your card there before you confirm payment. Some card issuers also let you change a purchase to installments or revolving credit afterwards.

Please note

·Availability, the number of payments and any fees are set by your card issuer, who can tell you what your card allows.
·Handpan Studio Tokyo cannot confirm or manage payment-plan changes for individual card issuers.

Is credit card payment secure?

Yes. Payments are processed over encrypted connections by our payment provider, and your card number never reaches us. 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.

What is identity authentication?

Identity authentication (3-D Secure) is an extra step that protects your card from unauthorized use. 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.

Can I use a credit card issued overseas?

Yes. Major credit cards issued overseas are generally accepted. If your card cannot be used, please try another card or ask your card issuer. Installment options at checkout are limited to eligible cards issued in Japan.

Can I use a credit card in someone else’s name?

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.

When will my payment be charged after I place an order?

Your card is charged at the time of your order, when you complete payment on the secure Stripe checkout page.

Additional notes

·There is no separate charge when your order ships.
·Closing dates and withdrawal dates vary by card issuer.
·Please contact your card issuer for details.

Why did I receive a card usage notification even though my order has not shipped yet?

This is normal, and no cause for concern. Your card is charged when you place your order, so a notification from your card issuer can arrive before your instrument ships. Once it has been dispatched, we will email you the tracking number.

Additional notes

·Models in stock ship within one week of your order.
·The timing of usage notifications and reflected card activity varies by card issuer.

What is a security code?

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.

Can I use Apple Pay or QR-code payments?

QR code payments are not available. Payment is by credit card (Visa, Mastercard, JCB and other major brands) on the secure Stripe checkout page. Depending on your device, Apple Pay or Google Pay may also be shown there.

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.

What happens if my payment fails?

If a payment fails, the order is not confirmed. 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.

Can I set a billing address different from my shipping address?

Yes. In most cases you can enter a billing address that differs from the shipping address. 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.

Can you issue a receipt?

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.

Can you issue a handwritten receipt?

Yes, a handwritten receipt is possible. 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.

Can I use a debit card or prepaid card?

This depends on the card. Debit and prepaid cards from major brands such as Visa, Mastercard or JCB may be accepted in the same way as a credit card, although some cards cannot be used for online payments or for larger amounts. Please try your card at checkout, or ask your card issuer.

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 & Exchanges.

Defects, exchanges, and our policy for purchased items.

Can I return, refund, or exchange an item purchased from Handpan Studio Tokyo?

Returns and refunds

You may return your instrument for any reason within 14 days of delivery. Please contact us first, then send it back in near-unused condition, in its hard case with all included accessories. Once we have confirmed its condition, we will refund you in full. Return shipping for a change-of-mind return is at your cost. See our terms for full details.

Two-year tuning guarantee

A handpan’s voice moves a little as it is played. For two years from purchase, we will retune your instrument free of charge, with no limit on the number of times. This covers changes from normal playing, and we pay shipping both ways. Damage from drops, dents, modification or improper storage is not covered.

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, it is paid by card through the secure Stripe checkout.
·Depending on stock availability, we may not be able to prepare the item you request.
·Return shipping fees may be the customer’s responsibility.

In what cases are exchanges not accepted?

·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 instrument was made to a custom scale or tuning.

[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.

What happens if there is an initial defect or damage during shipping?

Please contact us within 14 days of delivery, with photographs of the item and its packaging. Once we have confirmed the details, we will send you a replacement instrument or refund you in full, and we cover the cost of return shipping.

[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.
·Please wait for our return instructions before sending the item back.

How soon should I contact you after my item arrives?

Please contact us within 14 days of delivery, whether you would like to return the item or have found an initial defect or shipping damage. For defects or damage, we kindly ask that you contact us as soon 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.

What kinds of items can be exchanged?

Unused items in their original condition can generally be exchanged. 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.

Can I exchange an item after trying it?

In principle, an item that has been played or used cannot be exchanged. 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.

What happens if the item I want to exchange for costs more than the original item?

The price difference is paid by card through the secure Stripe checkout page.

[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.

What happens if I exchange an item purchased before a price change for an item after the price change?

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.

Does the cooling-off period apply to online orders?

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

Can I return or exchange an item in-store?

Returns and exchanges are handled by post rather than in person. If you would like to request a return or exchange, please contact us first through our inquiry page.

Can I return or exchange an item I received as a gift?

In principle, returns and exchanges are handled with the purchaser. 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.

Are there items that cannot be exchanged?

As a rule, instruments made to a custom scale or tuning cannot be exchanged. This does not apply to an initial defect or damage during shipping.

How long does the exchange process take?

Exchanges are usually completed within about one to two weeks. 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.

Rental

The rental terms of the monthly Handpan Zero rental. Please read them before you apply. Apply on our rental page.

Rental terms, revised 31 October 2026

Who can rent?

Anyone 18 or over with a delivery address in Japan. The rental is not available to anyone under 18.

One instrument per person at a time. No ID is needed.

If we cannot accept an application, because of stock or the delivery address, we tell you and refund everything you paid.

What do I rent?

One Handpan Zero (D Ashakiran 12, finished in Mimei, stainless steel) with these accessories:

·Its fitted hard case
·The shipping box (to be reused for the return)

The instrument remains ours. We choose the unit we send. Each handpan is made by hand, so the finish and the voice vary slightly from one to the next.

How much is it?

¥35,000 a month, tax included. It is the same amount every month and renews automatically each month on the day of your first payment (the last day of the month when that day does not exist). The confirmation email gives the exact next renewal date.

A ¥88,000 deposit is taken once, with the first payment (it is held, not a price, so there is no consumption tax). The first payment is ¥123,000: the first month and the deposit.

Shipping is not included. Delivery and return shipping are yours.

How and when do I pay?

By credit card through Stripe only. The first payment when you apply; from the second month, charged automatically to the same card on each renewal date.

Ending part-way through a month is not refunded pro rata. If a card payment fails, we email you a link to pay on Stripe's page.

When is the contract made?

When you have chosen delivery or pick-up on the rental page, agreed to these rental terms and completed the payment on Stripe. We then email you our acceptance.

How does the renewal work?

The rental renews automatically every month. Unless you tell us you wish to end it, the monthly fee is charged on each renewal date and the rental continues for another month.

17 days before each renewal (3 days before the deadline to cancel) we email you the renewal date and the deadline.

How do I cancel?

Email hello@handpanstudiotokyo.jp (or reply to any of our emails) at least 14 days before the next renewal date. The rental then ends on that renewal date and nothing more is charged.

Later notice means the next renewal is charged and the rental ends at the end of that month.

Once the last day is set, we email you the return address and the return steps.

Is there a cancellation fee?

Cancelled before dispatch (or the hand-over at the studio): we refund your payment less a ¥22,000 cancellation fee, and stop the monthly renewal at once.

After dispatch, the first month is not refunded. To end the rental, the last day is set by the cancellation rule above, and the deposit is refunded after the return and inspection. Months already paid are not refunded on an early return.

The return shipping is yours.

How is it delivered?

Within one week of payment, by a carrier, to your address in Japan. You pay the shipping to the carrier on delivery (cash on delivery). We email you the tracking number when it ships.

You can also pick it up at our Tokyo studio, by appointment; we arrange the time by email.

The rental starts on the day of delivery or hand-over.

What should I do when it arrives?

Look at the box first. If it is badly damaged, refuse the parcel and let us know. For a pick-up, we check the instrument together at the studio.

Once open, play every note to check the instrument. We check and record every instrument ourselves, before it goes out and after it comes back.

If anything about the sound or the finish concerns you, tell us within 2 days of delivery or hand-over, with photos or a video. A defect on arrival or damage in transit: we exchange it or refund everything you paid. If we hear nothing within those 2 days, we take it that the instrument arrived without visible fault.

How should I look after it?

Please treat the instrument with care. We ask you not to:

·sublet, transfer or pledge it
·modify, dismantle, paint or put stickers on it
·take it out of Japan
·play it outdoors, in the rain or by the sea, or anywhere humid or salty
·leave it in a hot car or in direct sun
·strike it with mallets or hard objects, or put anything on it

After playing, wipe it with a soft dry cloth and keep it indoors in its hard case. Our owner's guide explains the care.

What if I damage or lose it?

Small marks from playing and the normal drift in tuning are never charged. Only real damage, such as a dent, a crack, damage to the case or a loss, is charged, as follows:

·Normal wear, small marks and the drift in tuning: ¥0
·Damage that can be repaired (a dent, a deep scratch): the actual cost of the repair, never more than the ¥88,000 deposit
·Damage beyond repair, loss or theft: the sale price of ¥176,000 less the monthly fees you have paid (up to two months), with the deposit applied
·Hard case damaged or lost: ¥16,500

These are deducted from the deposit, and anything beyond it is invoiced. If the instrument is stolen or lost, please tell us at once.

How do I return it?

Send it so that it reaches us by the last day (the due date), by the day before. Pack the instrument in its hard case in the box it came in, and send it with the shipping paid (the cost is yours) to the return address we email you. Then reply to our email with the tracking number.

You can also bring it to our Tokyo studio, by appointment.

What if the return is late?

If it has not reached us by the last day, a late fee of ¥2,200 a day (tax included) applies from the next day until it arrives. It is deducted from the deposit, and anything beyond it is invoiced.

If it has not arrived 14 days after the last day and we cannot reach you, we treat it as lost and charge the same amount as a loss, with the deposit applied.

When is the deposit refunded?

Within 7 business days of the instrument's return and inspection, to the same card, less any damage amounts or late fees. Your card statement may take a further 5 to 10 business days to show it.

Business days are Monday to Friday, excluding public holidays and the New Year break. Dispatch, return checks and refunds happen on business days.

What is our responsibility?

We check the tuning and the condition of every instrument before it goes out. A defect on arrival is exchanged or refunded in full.

Our liability for this service is limited to what the law allows. Except for intent or gross negligence on our part, our liability for damages is capped at the most recent month's fee you paid.

How is my personal information used?

What you give us when you apply is handled under our privacy policy. Your name, address and telephone number are passed to the carrier for delivery.

Can these terms change?

We may revise these terms when needed. A revision applies to new applications from the moment it is published on this page. We record with each rental the version (the revision date) you agreed to.

These terms are governed by the laws of Japan. The Tokyo District Court has exclusive jurisdiction in the first instance over any dispute about this service.

Our legal notice is on the Act on Specified Commercial Transactions page.