Client Service
Welcome to SCHWARZRAUM Customer Service
This section is designed to provide a clear, comprehensive point of reference at every stage of your purchase. Whether you are buying a book, a special edition, a fine art print, or a work on paper, our aim is to assist you with attention, transparency, and care, from product selection through delivery and, when needed, post purchase support.
Every order is handled with particular regard for the nature of the items we offer. Books, artworks, numbered editions, and editorial or artistic materials require high standards of preparation, packing, and quality control. For this reason, we devote close attention both to the pre purchase phase and to the management of any subsequent requests.
For any need, you can contact us by email at wannaknow@schwarzraum.com or via WhatsApp at 0039335422776. To help us assist you as quickly and effectively as possible, please always include your order number, the first and last name used at checkout, and the email address associated with the order.
BEFORE YOU PURCHASE
Please read each product description carefully before placing your order. Each product page provides, where relevant, details regarding format, edition, print run, signature, numbering, support, technique, certification, framing, availability, packaging, and other specific features.
We strive to represent every item as accurately as possible. However, with books, prints, and works on paper, slight differences from the images shown online may occur due to screen colour rendering, the lighting used for photography, the nature of the support, margins, paper grain, or other material characteristics. Such differences, when they do not substantially affect the identity of the purchased item, do not constitute a defect.
We also recommend checking all information entered during checkout with particular care, especially the shipping address, phone number, email address, and any billing details. Incorrect or incomplete information may result in delays, held shipments, failed delivery, or return to sender.
ORDER CONFIRMATION
Once your purchase is complete, you will receive an order confirmation email at the address provided at checkout. If you do not see it immediately, please check your spam, promotions, or junk folders.
If you do not receive any confirmation within a reasonable time, please contact us by email at wannaknow@schwarzraum.com or via WhatsApp at 0039335422776, indicating the name used for the order, the email address entered at purchase, and, if available, your payment details.
Receiving an order does not necessarily mean that all items will ship immediately. Some products may require longer preparation times, additional checks, deferred availability, or specific procedures related to their editorial or artistic nature.
CHANGES, CANCELLATIONS, AND DATA CORRECTIONS
If you wish to change or cancel an order, please contact us as soon as possible. We will do our best to assist you, but we cannot guarantee changes or cancellations if the order has already been processed, handed over to logistics, packed, shipped, or tied to personalised products, signed copies, pre orders, made to order works, or items with limited availability.
If you entered an incorrect or incomplete address, it is important to inform us immediately. If the order has not yet entered processing, we may be able to update the details. Once the shipment has been handed over to the courier, changes may no longer be possible, or may depend solely on the carrier’s procedures.
PRODUCT AVAILABILITY
All products are subject to actual availability.
For rare books, signed copies, special editions, fine art prints, original works, or limited editions, availability may be limited and may change. Adding an item to your cart does not by itself reserve it definitively until the order is completed and payment is successfully recorded.
If, after purchase, an item is no longer available, cannot be allocated with the stated characteristics, or cannot be fulfilled for reasons beyond our control, we will contact you as soon as possible. Depending on the case, we may offer to wait for restocking, propose an alternative solution, provide an equivalent product or a different version of the same item, or issue a refund.
SIGNED BOOKS, SPECIAL EDITIONS, DEDICATED COPIES, AND PRE ORDERS
Signed books, dedicated copies, special editions, pre order releases, and limited availability products may be subject to specific conditions.
When a book is signed, numbered, includes special elements, or is part of a limited edition, this information is stated on the product page. Unless explicitly indicated otherwise, we cannot guarantee additional personalised requests such as selecting a specific number, a particular dedication wording, a preferred placement of the signature, or other individual preferences.
Pre order items ship as soon as they become available. Any dates shown are estimates and may change for editorial, production, or logistical reasons. If your order includes both in stock items and pre order items, we may ship separately or wait until the full order is available, depending on the nature of the products and logistics.
If you wish to cancel a pre order, please contact us before the order enters the preparation phase. Once processing has begun, cancellation may no longer be possible.
ARTWORKS, FINE ART PRINTS, AND LIMITED EDITIONS
Each artwork, print, or artistic product is described to clarify its nature: original work, fine art print, multiple, numbered edition, limited edition, serial work, artist’s book, or a related category.
When applicable, the work may be accompanied by a signature, numbering, stamp, certificate of authenticity, or other documentation identifying provenance, characteristics, and issuing details. Please keep all documentation delivered with the work with the utmost care, as it may form an integral part of the purchased item.
Where a return is permitted, the work must be returned complete with all documentation originally provided. Missing or damaged certificates, folders, labels, seals, or other identifying elements may affect acceptance of the return or the refundable value.
For certain prints or made to order works, minimal variations may occur due to printing technique, paper, finishing, the manual nature of the process, or other intrinsic characteristics of the support. Such differences, when they do not substantially alter the described product, do not constitute a defect.
Unless otherwise stated on the product page, works are sold with or without a frame and with or without additional display elements, as specified.
PAYMENTS
We accept the payment methods displayed at checkout.
All transactions are processed through secure payment systems. Charges are handled according to the selected method and the relevant payment networks.
If a payment is declined, not authorised, affected by a technical error, or subject to additional verification, the order may not be confirmed or may remain temporarily pending. In such cases, we recommend checking the information entered, the validity of the payment method used, and any bank or authorisation limits.
If you notice a double authorisation, an apparently duplicate charge, or an unclear notification from your bank, please contact us and include your order number if available and the email address associated with the purchase.
For security reasons, we reserve the right not to accept orders that appear incomplete, anomalous, suspicious, or not properly authorised.
ORDER PREPARATION
Each order is prepared with the utmost care, taking into account the nature and fragility of the items purchased.
In stock orders are generally processed within 3 business days after payment confirmation. For signed items, personalised products, pre orders, made to order items, fine art prints, or works requiring specific checks, preparation times may be longer.
During peak demand periods, holidays, seasonal closures, editorial launches, or exceptional events, processing and shipping times may vary. In such cases, we will do our best to keep you promptly informed.
SHIPPING
We ship to the following countries or regions: [COUNTRIES OR REGIONS SERVED].
Shipping costs, where applicable, are shown at checkout. Delivery times start from the shipping date, not from the date the order is placed. Timing may vary depending on destination country, courier, time of year, customs checks, or other circumstances beyond our control.
For shipments to non EU countries, any duties, import taxes, local taxes, customs charges, or clearance fees are the responsibility of the recipient, unless expressly stated otherwise. Failure to pay such amounts may result in delays, held shipments, failed delivery, or return to sender.
For logistical reasons or to ensure better protection, one order may be shipped in multiple parcels. In that case, you may receive separate notifications and tracking numbers.
PACKAGING
We pay particular attention to packaging every order.
Books are packed with suitable materials to protect covers, corners, dust jackets, and structure during transit. Works on paper, prints, and art editions are packaged according to size, support, and fragility, using reinforced tubes, rigid folders, protective papers, shock absorbing supports, and other safety measures appropriate to the product type.
For particularly delicate items, large formats, or special packaging, we reserve the right to use dedicated packaging solutions.
SHIPMENT TRACKING
When your order is handed over to the courier, you will receive a notification with the information needed to track it.
We recommend checking tracking regularly, especially on the expected delivery days. In case of failed delivery attempts, held shipments, carrier updates, or courier requests, prompt action is important to avoid delays or returns.
If tracking does not update for an unusually long time or shows unclear information, you can contact us by email at wannaknow@schwarzraum.com or via WhatsApp at 0039335422776, indicating your order number.
DELAYS, HELD SHIPMENTS, INCORRECT ADDRESS, AND RETURN TO SENDER
While we do everything possible to meet the stated timelines, delays may occur due to logistical congestion, holidays, weather conditions, customs checks, strikes, exceptional events, or other circumstances beyond our organisation.
If the address provided is incorrect, incomplete, or undeliverable, the shipment may be delayed, held, or returned to sender. The same may happen if the recipient is repeatedly absent, fails to collect the parcel from a pick up point, or does not respond to courier communications.
If a parcel is returned to sender for reasons not attributable to us, we will contact you to arrange a new shipment or another solution. In such cases, additional shipping or handling costs may apply.
If delivery is refused by the recipient, the actual logistical costs incurred may be retained, in accordance with the applicable conditions of sale.
CHECKING YOUR PARCEL UPON DELIVERY
Upon delivery, we recommend checking the external condition of the parcel immediately.
If the packaging appears damaged, opened, crushed, wet, or altered, we suggest reporting it to the courier where possible and photographing the parcel before opening.
After opening, please check the contents carefully and verify the condition of the items received.
ITEM DAMAGED IN TRANSIT
If an item is damaged, please contact us by email at wannaknow@schwarzraum.com or via WhatsApp at 0039335422776 within 7 days, attaching the following: your order number, photographs of the external packaging, photographs of the internal protective materials, photographs of the damaged item, and, if possible, a photograph of the shipping label.
Please also keep the item, the original packaging, and all packing materials until the claim has been reviewed. This information is often necessary to open a dispute with the courier and to assess the damage properly.
Depending on the circumstances and product availability, we may offer a replacement, reshipment, a full or partial refund, or another appropriate solution.
Wrong item, missing item, or incomplete order
If you receive an item different from what you ordered, or if your order is incomplete, please contact us as soon as possible by email at wannaknow@schwarzraum.com or via WhatsApp at 0039335422776, indicating your order number and describing the issue clearly.
If the wrong item was received, please attach a photograph of the item where possible. If your order is incomplete, we recommend first checking whether the shipment was split into multiple parcels.
After the necessary checks, we will proceed as appropriate with resending the missing item, replacing the incorrect item, or issuing a refund.
Tracking shows delivered but parcel not received
If tracking indicates that the shipment was delivered but you did not receive the parcel, we recommend checking with your building concierge, neighbours, reception, pick up point, or other usual delivery locations.
If the shipment remains missing, contact us as soon as possible. We will initiate the necessary checks with the courier and assist you as permitted by the carrier’s procedures.
Returns
If you wish to return a product, please contact us in advance by email at wannaknow@schwarzraum.com or via WhatsApp at 0039335422776, indicating your order number, the item you wish to return, and the reason for the request.
Returns sent without prior authorisation, without identifying references, or without instructions agreed with our Customer Service may not be accepted or may take longer to process.
Unless otherwise stated, the product must be returned within [X days] from our return authorisation or within the different time limits set out in the conditions of sale and applicable law.
Condition of returned items
To be accepted, the return must concern a product returned in appropriate condition, complete in all its parts, and adequately protected for the return shipment.
Books, artworks, prints, certificates, bands, folders, wrappers, special packaging, accompanying materials, and any complimentary items included in the order must be returned together with the product, where applicable.
We recommend using the original packaging where possible, or equivalent packaging in terms of strength and protection. If the product is returned damaged due to insufficient packaging, the refund may be denied or reduced to the extent permitted.
PRODUCTS EXCLUDED FROM RETURNS OR SUBJECT TO SPECIFIC LIMITATIONS
Some product categories may be excluded from return or subject to specific conditions, within the limits permitted by applicable law.
These typically include, unless there is a defect, transit damage, or non conformity: signed or dedicated copies prepared on request, personalised products, works made or printed to order, items prepared to customer specifications, gift cards, digital content, and products whose resale depends on the integrity of certificates, seals, or authenticity documentation.
We therefore encourage you to always read the product page carefully and any specific conditions stated at the time of purchase.
REFUNDS
Once the return has been received and the condition of the product verified, we will issue a refund using the original payment method or, where available, another agreed method.
Refunds will be processed within 10 business days from completion of the inspection, subject to the technical timelines of the payment provider or banking institution.
Any initial shipping costs, ancillary charges, non standard delivery costs, customs duties, or return shipping costs may or may not be refunded depending on the reason for the return and the applicable conditions of sale.
In the case of a partial refund, we will inform you of the reasons for any reduction applied.
REPLACEMENTS AND EXCHANGES
For certain products we may offer a replacement or exchange, subject to remaining availability.
For unique works, numbered editions, signed copies, limited print runs, or sold out items, replacement may not be possible. In such cases, we will assess with you the most appropriate solution among refund, store credit, or an alternative proposal.
INVOICES AND ADMINISTRATIVE REQUESTS
If you need an invoice, please follow the instructions at checkout or promptly send the required details by email to wannaknow@schwarzraum.com or via WhatsApp at 0039335422776.
Requests submitted late, incomplete, or after the order has been closed administratively may not be accepted or may require additional processing time.
It is the customer’s responsibility to verify the accuracy of the tax details provided.
CONTACTS AND RESPONSE TIMES
For any information regarding orders, shipping, returns, availability, certificates, pre orders, payments, or administrative requests, you can contact us by email at wannaknow@schwarzraum.com or via WhatsApp at 0039335422776.To help us assist you as quickly as possible, please always include: your first and last name, your order number, the email address used for purchase, and a clear description of your request. In cases of damage, discrepancy, or error, please also attach clear, complete photographs.
We generally reply within 24 business hours.
FINAL NOTE
Every order is prepared with the utmost care, with attention not only to the product but also to how it is protected, presented, and delivered. Books, special editions, prints, and artworks require particular sensitivity, and our Customer Service is designed precisely to provide support consistent with that level of care.
Thank you for placing your trust in SCHWARZRAUM.