FAQ

Stock products can move straight into packing. Books, laser engravings and 3D-printed objects are often produced after the order enters the studio queue. The product page states the relevant processing time. Production time is separate from carrier transit time, and large drops or complex finishes can take longer.

Contact us immediately with your order number. We can usually correct an address, variant or quantity only before production or fulfilment has started. Once a personalised object is in production or a parcel has been handed to the carrier, changes may no longer be possible. Statutory cancellation rights remain unaffected.

Sometimes. Custom laser work, 3D objects, editions or studio collaborations need to fit the Chromatica world and the available production setup. Send a concise brief, dimensions, quantity, deadline and intended use before ordering. A request is not accepted until scope, price and production window are confirmed in writing.

Laser focus, material grain, print alignment, finishing and final inspection are real production steps—not decorative marketing language. Chromatica is an independent studio. We would rather pause and remake a piece than send an object that should not have passed the desk.

After a successful checkout, Shopify displays an order confirmation and sends a confirmation email to the address entered at checkout. Check the spam or promotions folder before ordering again. If payment appears to have been taken but no confirmation arrives, contact the studio with your full name, email address, approximate checkout time and payment method—never send complete card details.

Ask as soon as possible and include every order number. If none of the parcels has entered packing, we may be able to combine them. This is not guaranteed, especially during drops or when products are fulfilled through different production routes. Any shipping adjustment is confirmed only after the studio has checked the orders; do not place a second order assuming automatic consolidation.

Most direct-shop products can be sent to another recipient. Enter the correct delivery address at checkout and contact us immediately if you want to request a short note. We do not normally include printed invoices showing prices inside the parcel, but customs documents may need to state an accurate value. Gift wrapping, scheduled delivery and handwritten notes are available only when confirmed before fulfilment.

Physical studio orders ship from Germany. Unless a product or checkout route states otherwise, we use Deutsche Post or DHL. Some print-on-demand products may be produced and dispatched by a fulfilment partner closer to the destination; that will be visible in the relevant product or shipping information.

Standard is the lowest-cost and usually slowest route. It may travel as an untracked letter service and therefore does not provide a continuous scan history. Priority is the safer choice for valuable or time-sensitive orders and includes a tracking ID and insurance where the checkout method explicitly says so. The exact service selected at checkout controls.

Untracked shipping makes investigation slower because there may be no usable scan history. It does not remove mandatory consumer rights or automatically transfer every transport risk to the buyer. If an order has clearly exceeded the delivery window, contact us with the order number and correct delivery address so we can review the route and the legally appropriate next step.

International estimates depend on the route, destination, local delivery network, peak volume and customs. Economy mail can take up to 30 business days. US-bound shipments have regularly faced longer clearance and processing since 2025; current tariff and customs procedures can add time that neither Chromatica nor the carrier can guarantee in advance.

For deliveries outside the European Union, the destination country may charge import VAT, customs duties, carrier handling fees or other charges. Unless checkout expressly says they are included, these amounts are set and collected locally and must be paid by the recipient. Chromatica cannot mark commercial orders as gifts or declare a false value.

First check the tracking, delivery location, household and neighbours. Then contact us promptly with your order number. For damage, keep every part of the packaging and send clear photos of the parcel, label, protection and product. For a delivery scan without a parcel, tell us exactly what was checked. We handle facts, records and carrier claims—not guesswork.

The methods available for your destination are shown before payment. Current German checkout routes are free from an order value of €50; destination, format, weight and product mix can change the available service elsewhere. The final checkout display is authoritative because carrier prices and shipping rules can change.

Send the corrected address immediately with the order number. We can change it only while the order is still under studio control. Once a label has been created or the parcel has entered the carrier network, redirection may be impossible or chargeable. The customer is responsible for entering a complete deliverable address, including name on the mailbox, apartment details and any required regional code.

Books, studio-made objects and selected print-on-demand products can use different production and shipping routes. Large or fragile combinations may also be split to protect the work. Each tracked parcel receives its own tracking information where available. A split shipment does not mean items were forgotten; check the dispatch messages before contacting the studio.

We first inspect why it came back: incomplete address, refusal, failed collection, customs issue or carrier error. Contact us instead of waiting for an automatic resend. If the return was caused by an incorrect address or failure to collect, a new shipping charge may be required where legally permitted. If Chromatica or the carrier caused the problem, we route the case accordingly.

Wood and slate are natural materials. Grain, colour, mineral structure, edges and the way a laser mark develops are never perfectly identical. Those differences are part of the object, not a print defect. A darker knot, lighter engraving zone or irregular slate edge can make each piece visibly unique.

Yes. Slate is layered stone and small chips, flakes or irregular edges can occur naturally during cutting, handling and transport. We inspect and pack every plate appropriately. A major crack through the artwork or damage that makes the object unusable is different—photograph it immediately and contact us.

No screen can reproduce every print, paint or material colour perfectly. Display calibration, ambient light, substrate and production method all affect perception. Chromatica aims for a close, consistent result, but small colour differences are normal—especially between emissive screens and physical ink, wood or stone.

Only selected products and editions include a Chromatica Certificate of Authenticity. The product description says so explicitly. A certificate is not automatically included with every laser engraving, print, book or limited-looking item. Keep the original certificate together with the object; its edition details belong to that specific piece.

Normally no. Certificates are part of the integrity of an edition and are not casually duplicated. In exceptional cases we may review a replacement request when the original direct purchase from Chromatica and the exact object can be verified beyond doubt. Approval is discretionary, may be marked as a replacement and is never guaranteed.

Keep them dry, avoid prolonged direct sunlight, high heat and aggressive cleaners, and handle slate by supporting the full plate rather than one corner. Dust with a soft dry cloth. Wood can react to humidity and slate can mark delicate surfaces, so use appropriate mounts or pads. Unless the product page expressly says otherwise, decorative pieces are not toys, food-safe surfaces or outdoor signs.

An edition size describes the number allocated to that specific product version, material or release—not every related Chromatica design forever. Numbering may appear on the object, packaging or Certificate of Authenticity as stated on the product page. A low number is not promised unless explicitly selected. Artist proofs, prototypes or replacement documentation are handled separately and do not silently expand a numbered edition.

FDM 3D printing builds an object layer by layer. Fine lines, seam points, underside texture and small support traces are normal characteristics of the process, especially on complex urban miniatures. We remove disruptive artefacts and reject failed parts, but a printed object will not have the injection-moulded surface of a mass-produced plastic item. Product photos and descriptions define the intended finish.

Producing an item after the order is placed does not by itself remove statutory withdrawal rights. Standard, non-personalised products are handled under the published Returns Policy and applicable consumer law. Goods made to your individual specification or clearly personalised can be excluded from withdrawal where the legal requirements are met. Contact us before returning anything so the correct route and address can be confirmed.

That is not treated as a change-of-mind return. Contact us with the order number, a description and useful photos. Do not discard the item or packaging until the case is reviewed. Statutory warranty rights remain unaffected by voluntary studio policies.

For eligible direct purchases, we may assess whether a repair is technically sensible. Laser objects, stone, prints and 3D parts behave differently, so there is no universal repair promise. Never send an item without written confirmation. Work caused by misuse, later modification or ordinary wear may be declined or quoted separately.

Start through the marketplace order and message system so purchase, seller and payment can be verified. If Chromatica was the actual seller, we handle the order within that platform and the applicable law. We cannot accept liability for unrelated resellers, counterfeit goods or sellers using Chromatica material without authorisation, and voluntary direct-shop services such as certificate review or studio repairs may be unavailable.

Contact the studio before sending anything and include the order number, item and reason. We will confirm the correct return route and address. Unannounced parcels, cash-on-delivery shipments and returns sent to an address copied from an old label can be delayed or refused. Pack the product securely; the original retail packaging is helpful, while adequate protective outer packaging is essential.

Once the returned goods and the basis of the claim have been checked, an approved refund is sent through the original payment route unless another lawful arrangement is agreed. Bank and payment-provider processing can add time after Chromatica releases it. Deductions, return costs and refund timing follow the published Returns Policy and applicable consumer law; a dispatch scan alone does not always complete the inspection.

No, unless a product page or written licence expressly grants commercial use. Digital downloads, train templates, artwork, layouts, photos and design files are sold for personal end-consumer use. You may not reproduce them for sale, upload them to print-on-demand services, distribute the files, create competing products or use them as commercial source material.

No. A purchase grants the stated right to use the file; it does not transfer copyright or the right to redistribute it. Forwarding, cloud-sharing, reselling, tracing for products or publishing the source file is prohibited. Unauthorised commercial exploitation is documented and pursued where appropriate.

A genuine physical item can generally be sold on as a used collector object where applicable law allows. You may not present yourself as an authorised Chromatica dealer, reproduce packaging or certificates, separate a certificate from its matching edition, sell counterfeits, or use Chromatica branding and product images in a misleading commercial operation.

The ordinary shop offer, product licences and stated usage rights are intended for end consumers unless expressly marked otherwise. Commercial use, retail supply, wholesale, resale arrangements, features and institutional orders require a separate written agreement with Chromatica before purchase or publication. Ask first; do not convert a personal-use order into a business licence afterward.

You may download the purchased file and make reasonable copies for your own private creative use, subject to the licence stated on that product. You may colour it, display your personal result and share a photograph of your finished work with appropriate context. You may not share the source file, remove ownership notices, sell prints or finished products, teach from it commercially, or build a content library for a business without written permission.

Chromatica is an independent urban art brand from Germany: inspired by graffiti, built for urban culture. It connects subway culture, stickers, photography, books, digital products, laser objects, 3D production and limited collector editions. The ambition is high-end and international; the point is never to polish away the writer DNA that made the brand possible.

Exactly what it says. Speak to us like people and you will be treated like one. Honest mistakes can happen in a one-person studio, in a carrier network or on the customer side. We listen, document what happened and work toward a fair solution. Abuse, threats, fraud and deliberate exploitation are not part of that deal.

Chromatica rejects fascism, Nazism, racism, antisemitism, discrimination and far-right ideology without qualification. Urban culture crosses borders and belongs to no race or nation. Raw does not mean reckless, and street credibility is not an excuse for hate.

Yes. We are open to credible collaborations with writers, artists, photographers, shops, publishers, galleries, cultural projects and brands that fit the world. Send the idea, your role, intended output, timing, audience and budget if one exists. A clear proposal gets a clear answer; mass outreach and culture-washing usually do not.

Chromatica is an independent operation, and messages are handled by a real person close to the products—not a scripted call centre. That gives unusual questions a better chance of reaching someone who understands the work, but it also means replies are not instant around the clock. Send one complete message with the order number, relevant photos and the result you need; repeated fragments slow the route down.

Tag Chromatica clearly or send a link to a public post showing what you made. Credit matters, especially when writers, photographers or collaborating artists are involved. A tag is an invitation to look, not a guarantee of reposting. By sending material directly for a feature, confirm that you created it and have permission from identifiable people and rights holders; we will agree any broader commercial use separately.