Return system / clear routes for every order

Returns & Refunds

Sometimes an object needs to travel back. We keep that route clear, fair and human—from the first message to the final resolution.

14 DAY EU WITHDRAWAL 01 CLEAR RETURN ROUTE 100% HUMAN REVIEW

RETURN ROUTE / 01

Four steps.
Zero guesswork.

Tell us what happened before sending anything back. We will identify the right route and give you the return details you need.

OPEN THE STUDIO CHANNELSTART A RETURN →
  1. 01
    CONTACTSend your order number and the reason for your request.
  2. 02
    ROUTEWe confirm the correct process and return address.
  3. 03
    PACKProtect the product and include its complete parts.
  4. 04
    REVIEWAfter arrival, we inspect it and process the resolution.
CASE / 01 STANDARD PHYSICAL GOODS

Changed your mind?

Consumers in the European Union generally have the right to withdraw from an eligible online purchase within 14 days after receiving the goods, without giving a reason.

  • Send a clear withdrawal statement within the applicable period.
  • Return the goods within the statutory return period after withdrawal.
  • You normally bear the direct return shipping cost.
  • Handle products only as needed to inspect their nature, characteristics and function.
CASE / 02 DAMAGE / DEFECT / WRONG ITEM

Something is not right?

A damaged, defective or incorrect product is not treated as a simple change-of-mind return. Contact us promptly so we can review the order and arrange an appropriate solution.

  • Keep the product and all packaging.
  • Send your order number and clear photos of the issue.
  • Do not repair, alter or discard the product before review.
  • For a justified defect claim, we cover the necessary return route.

PRODUCT CHECK / 02

Know the object.
Know the route.

Different Chromatica formats create different return situations. Statutory consumer rights always remain unaffected.

PHYSICAL / STANDARD Return route available

Unused standard products can generally enter the statutory withdrawal route when the legal requirements are met.

CHECK / WITHDRAWAL WINDOW
LIMITED / NUMBERED Limited is not excluded

A numbered edition is not automatically non-returnable merely because it is limited. Personalisation is assessed separately.

CHECK / ITEM CONFIGURATION
CUSTOM / PERSONALISED Exception may apply

Goods made to your specifications or clearly personalised can be excluded from withdrawal where applicable law permits.

CHECK / MADE FOR YOU
DIGITAL / DOWNLOAD Consent matters

The right of withdrawal may expire once digital delivery begins, if you expressly requested immediate access and acknowledged that consequence.

CHECK / DELIVERY STATUS

REFUND LEDGER / 03

Back through the
original channel.

Eligible refunds are returned to the original payment method. The exact amount and timing depend on the return reason and statutory rules.

RIGHTS REMAIN INTACT.
This practical overview does not limit mandatory consumer rights. The formal cancellation policy applies where relevant.

01 PRODUCT VALUE
Refunded for an eligible withdrawal, subject to lawful deductions for diminished value.
02 ORIGINAL DELIVERY
The cost of the least expensive standard delivery offered is reimbursed where required.
03 RETURN DELIVERY
For a change of mind, direct return costs are normally paid by the customer. Justified defect cases are handled separately.
04 REFUND TIMING
Refunds are processed within the legal timeframe. We may wait until the goods or reliable proof of return has arrived.

RETURN NOTES / 04

Before it moves
back to the studio.

Small details protect the product, your claim and the speed of the review.

01 Do I need the original packaging?

Original retail packaging is helpful but is not automatically a condition for exercising a statutory right. You are responsible for packing the product securely for the return journey. For a damaged delivery, keep the shipping packaging for documentation.

02 Can I return a numbered City Series edition?

A product is not excluded from withdrawal only because it is limited or numbered. If it was made to your specifications or personalised specifically for you, a legal exception may apply. Contact us with the product details before sending it.

03 What if the product shows signs of use?

You may inspect an eligible product as you could in a shop. If handling goes beyond what is necessary to establish its nature, characteristics and function, compensation for diminished value may be deducted where legally permitted.

04 Where should I send a return?

Contact us first using the Contact page and include your order number. We will provide the correct return details. Do not send goods to an address shown on a parcel label without checking the return route.

05 Can sale items be returned?

A reduced price alone does not remove statutory withdrawal or defect rights. The same eligibility rules apply unless a lawful product-specific exception exists.

06 How do I report transport damage?

Contact us promptly with your order number, photos of the outer parcel, shipping label, protective packaging and damaged product. Keep everything until we confirm the next step.

FROM THE INDEPENDENT ARCHIVE

Enter the Chromatica Archive.

Get early access to new drops, City Series editions, limited urban art objects and stories from the evolving Chromatica universe.

01 / EARLY ACCESS 02 / CITY DROPS 03 / STUDIO NOTES
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