Shipping & Returns Policy

At Black Crane, we take great care in preparing and packing every instrument and accessory before it leaves our store.

As many of our products are handcrafted, limited-production, or sourced directly from Japan, we encourage customers to review all product descriptions carefully before purchase.

Local Singapore Shipping

Local Singapore deliveries are generally arranged via courier service.

Delivery timelines may vary depending on:

  • Product availability

  • Order processing time

  • Courier scheduling

  • Item size and packaging requirements

Customers will be contacted should there be any significant delays.

For high-value instruments, additional arrangements may occasionally be made to ensure safe delivery.

International Shipping

We ship selected products internationally.

International customers are responsible for:

  • Import duties

  • Customs taxes

  • Local handling charges

  • Compliance with local import regulations

Shipping timelines provided are estimates only and may vary depending on customs clearance and courier handling in the destination country.

Black Crane is not responsible for delays caused by customs processing, courier disruptions, or circumstances outside our control.

Self-Collection

Self-collection may be available for selected orders.

Customers may be asked to verify their identity upon collection.

Please ensure collection arrangements are confirmed before visiting the showroom.

Shipping Damage

If an item arrives damaged during shipping, customers must contact us within 48 hours of receiving the parcel.

Please provide:

  • Clear photographs of the item

  • Photographs of the packaging

  • A description of the issue

Failure to notify us within this timeframe may affect our ability to assist with courier claims.

Returns & Exchanges

Due to the nature of musical instruments, boutique products, and limited-production items, all sales are generally final unless otherwise stated.

Returns or exchanges may only be considered in cases involving:

  • Incorrect items shipped

  • Major defects not caused by misuse

  • Shipping damage reported promptly upon receipt

All return requests are subject to inspection and approval.

Returned items must:

  • Be in original condition

  • Include original packaging and accessories

  • Show no signs of misuse, modification, or accidental damage

Black Crane reserves the right to reject returns that do not meet these conditions.

Non-Returnable Items

The following items are generally non-returnable:

  • Preorder or special-order items

  • Used / preloved / consignment items

  • Strings, picks, cleaning products, and consumables

  • Items sold as clearance or final sale

  • Products damaged through improper handling or environmental exposure

Refunds

Approved refunds will generally be processed via the original payment method.

Shipping charges, duties, taxes, and payment processing fees are generally non-refundable unless otherwise stated.

Refund processing times may vary depending on the payment provider or financial institution.

Need Assistance?

If you have any questions regarding shipping, returns, or product suitability, feel free to contact us before making a purchase.

We will always do our best to assist.