Shipping & Returns
01. Order Processing Times and Estimated Delivery
All standard orders are processed within 1 to 3 business days. Please note that the processing times for Limited Edition products are stated on the relevant product pages of this website. We aim to deliver your standard order within 10 days; if we are unable to do so, we will notify you. Orders are not shipped or delivered on weekends or public holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional transit days for delivery. In the event of a significant delay in shipping your order, we will contact you by email or phone.
Shipping to Russia and Ukraine is currently available only upon individual request, and we will do our best to accommodate each case. However, we cannot guarantee specific delivery timelines.
For international shipments we use DHL, which typically delivers within 2 to 7 business days. Upon special request, we can also arrange a courier service of your choice.
02. Shipping Rates
Shipping charges for your order will be calculated and displayed at checkout.
03. Shipping Confirmation
You will receive a Shipping Confirmation email once your order has shipped.
04. Customs, Duties, and Taxes
Schwarzraum handles duties and taxes on a Delivered Duty Paid basis for customers in countries where this service is available. In all other cases, we are not responsible for any taxes, duties, or customs clearance and brokerage fees that may arise during customs processing. Such charges are determined by local regulations and must be paid by you upon delivery.
Prices shown on our website include EU VAT. For orders shipped outside the EU, VAT is removed from the total. Alternatively, we may handle customs clearance in the destination country and, where applicable, pay duties and local import taxes (VAT) upon delivery.
05. Damage
Schwarzraum is not responsible for products damaged or lost in transit. If you receive a damaged order, please contact the courier to file a claim. Please keep all packaging materials and damaged items before submitting the claim. We recommend insuring your shipment at all times.
06.Insurance
For insured shipments we use DHL. The service cost is generally 1% of the declared value of the goods, with a minimum of € 11.00. This service provides compensation in case of fire, damage, loss, robbery, or theft.
07. Consumer Right of Withdrawal
If the Customer acts as a consumer under applicable law and enters into a distance contract through the Website, the Customer has the right to withdraw from the contract, without giving any reason, within 14 days. For contracts concerning the sale of goods, the 14 day period starts on the day the Customer, or a third party other than the carrier and designated by the Customer, acquires physical possession of the goods. In the case of multiple goods ordered in a single order and delivered separately, the period starts on the day the Customer, or the designated third party, acquires physical possession of the last good.
To exercise the right of withdrawal, the Customer must send, within the above period, an explicit statement of the decision to withdraw to wannaknow@schwarzraum.com, indicating at least: first and last name, order number, order date, the product or products for which withdrawal is requested, and contact details for follow up.
Once withdrawal has been validly exercised, the Customer must return the goods in accordance with the Seller’s instructions, without undue delay and in any event within 14 days from the communication of withdrawal. Products must be returned intact, complete with all accessories, documentation, any original packaging, certificate, or other element supplied with the goods, and suitably protected for return transport.
Unless expressly stated otherwise on the Website, the direct costs of returning the goods are borne by the Customer. These costs will not be due only where the Seller has expressly stated that it will bear them or has failed to inform the Customer, before the contract is concluded, that such costs would be borne by the Customer.
In the event of valid withdrawal, the Seller will refund the Customer all payments received in relation to the returned products, within the time limits and in the manner provided by applicable law, using the same payment method used by the Customer for the initial transaction, unless otherwise agreed. The Seller may withhold the refund until the goods have been received or until the Customer has provided evidence of having sent them back, whichever occurs first.
The Customer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. If the returned product is damaged, incomplete, missing essential elements, or returned in a condition inconsistent with a normal inspection of the goods, the Seller may reduce the refund within the limits permitted by law.
08. Exclusions and Limitations to the Right of Withdrawal
The right of withdrawal may be excluded or limited in the cases provided by applicable law. In particular, by way of example and subject to any mandatory provisions, withdrawal does not apply to goods made to measure or clearly personalised, to digital content whose performance has begun with the Customer’s prior express consent and acknowledgement of the loss of the right of withdrawal, and to any further categories excluded by law.
With specific reference to products sold through the Website, the right of withdrawal may therefore be excluded, where the legal requirements are met, for:
· customised products or products made at the Customer’s request;
· signed or dedicated copies prepared at the Customer’s request;
· artworks, prints, or editions produced to order;
· digital content provided via download or immediate access, where the Customer has expressly consented to the start of performance and acknowledged the loss of the right of withdrawal;
· other categories of goods or services for which exclusion is provided by applicable law.
For artworks, prints, limited editions, or other products accompanied by certificates of authenticity, folders, seals, labels, or identifying documentation, any return must include such elements intact and complete. Missing or damaged elements may affect acceptance of the return or the refundable amount, within the limits permitted by law.
09. Refund
In the event of a valid exercise of withdrawal, or any other circumstance entitling the Customer to a refund, the Seller will issue the refund using the original payment method or another agreed method, within the time limits provided by applicable law and in any case only after the goods have been received or after adequate proof of return shipment has been provided, where permitted.
The Seller may withhold, within the limits permitted by law, amounts corresponding to any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.