RETURNS

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IMPORTANT NOTICE

We are working to offer the best possible service at this time, and for this, these are some of the measures that we have implemented:

ONLINE RETURNS

Our central warehouse is already open so we are ready to receive the return of your order, in case you want to do it. Exceptionally, the return period for orders placed between February 15 and May 15 will be extended until June 15.

Returns made from Spain:

- You can return your order for free at our Flagship Store in Madrid (C/ Fernando VI, 8, 28004 Madrid).

- You can return your order for free at any SEUR store. The 70% of its pick up points are open, and the rest of the stores will open in the coming days.

- If for any reason any of the two previous options is not for your convenience, you can also return your order on your own, sending it to the following address: COMPAÑÍA FANTÁSTICA, C/ La Granja 19, Polígono Industrial Alcobendas, 28108, Madrid (Spain).

Returns made from the rest of the World: you must manage the shipment directly through the courier service you choose and send us the returned items to the address: COMPAÑÍA FANTÁSTICA, C/ La Granja 19, Polígono Industrial Alcobendas, 28108, Madrid (Spain).

RETURNS IN OUR FLAGSHIP STORE

You can now return at our Flagship Store in Madrid (C/ Fernando VI, 8, 28004 Madrid). Opening hours are from 11 a.m. to 2 p.m. and from 4 p.m. to 9 p.m., but remember that, by law, you can only access the establishment by requesting an appointment. You can do it through Whats App by writing to the number 660 153 717.

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If you're not completely happy with any item you've purchased, you can return it to us within 30 days of your purchase. Returns can only be refunded, we do not offer exchanges. If you'd like a different size, colour or another item, you would need to make another order. The refund will be made via the same method that was used for the initial purchase (card or Paypal).

INSTRUCTIONS FOR MAKING A RETURN

You need to send us the returned garment or garments in their original condition including the original label on the garment, along with the returns note indicating the details of your order. If you´ve lost the returns note, you can download  it here.

To avoid damage to returned garments, the package must be duly wrapped with resistant materials for shipping. Any return not packaged in optimal conditions for shipping may be rejected by Compañía Fantástica. Returns sent in clear plastic bags or any other non-resistant packaging will not be accepted. 

• RETURNS MADE AT THE PHYSICAL STORE IN MADRID

You can deliver your return for free at our store in Madrid (C/Fernando VI, 8, 28004 Madrid). Please bear in mind that since you bought the item online, we can't process the refund immediately, i.e. we will collect the garments but the refund will be credited on the corresponding online platforms and not in store. 

• RETURNS MADE FROM MAINLAND SPAIN AND THE BALEARIC ISLANDS

If you live in mainland Spain or the Balearic Islands you can deliver the return for free at any office or your closest SEUR collection point.  To request the return through SEUR, simply click here to access its management platform. If you prefer to make your return via any postal or courier service, but please note that you'll need to cover the postage costs. In both cases, you´ll need to send the returned garments to the address indicated in the Returns Address section.

• RETURNS MADE FROM THE REST OF THE WORLD

If you are making a return from anywhere else in the world, you will have to directly manage the return through the courier service you choose and send us the returned garments to the address indicated in the Returns Address. We regret to inform you that we do not offer free returns abroad and therefore you will have to cover the postage costs.  

RETURNS ADDRESS

COMPAÑÍA FANTÁSTICA
C/La Granja 19, Polígono Industrial Alcobendas
 28108 Madrid (Spain)

RETURNS CONDITIONS FOR ORDERS MADE WITH DISCOUNT COUPONS

If you have used a promotional code on your order and wish to return one or several items from it, Compañía Fantástica reserves the right to charge you the original price of the item or items that you wish to keep if, with the return, the value of your order is under the minimum value of the promotion.

CANCEL OR MODIFY AN ORDER

Unfortunately, we cannot modify an order once it has been sent; this includes changing the size/colour of items, removing or adding items, changing the delivery address or payment method.

You can cancel an order within a period of 60 minutes after making it. To do so, you need to contact our Customer Service team.

SHIPPING

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IMPORTANT NOTICE

We are working to offer the best possible service at this time, and for this, these are some of the measures that we have implemented:

HOME DELIVERY

The courier companies have adjusted their procedures to guarantee the safety of our collaborators and our community. We appreciate your patience as some delays in delivery may occur.

PICK UP AT OUR FLAGSHIP STORE 

Free delivery of your order in our Flagship Store in Madrid (C/ Fernando VI, 8, 28004 Madrid) is available. Opening hours are from 11 a.m. to 2 p.m. and from 4 p.m. to 9 p.m., but remember that, by law, you can only access the establishment by requesting an appointment. You can do it through Whats App by writing to the number 660 153 717.

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Deliveries are made on working days, i.e. from Monday to Friday. If you place your order on a holiday or at the weekend, we will begin to process it the next working day.

• Store collection in Madrid. FREE. You can collect your purchase at our flagship store in Madrid (C/Fernando VI, 8, 28004, Madrid).  You will receive an email informing you when your order arrives in store. 

• Standard delivery to mainland Spain. FREE on orders over €50, cost of €3.50 for other orders. Estimated delivery time: 2/4 working days*. This service is carried out through the company SEUR.

• Standard delivery to Balearic Islands. FREE on orders over €50, cost of €3.50 for other orders. Estimated delivery time: 5/10 working days*. This service is carried out through the company SEUR.

• Standard delivery to Canary Islands, Ceuta and Melilla. Price: €14.50. Estimated delivery time: 5/10 working days*. This service is carried out through the company Correos.

• Standard delivery to mainland Portugal. FREE on orders over €50, cost of €4.25 for other orders. Estimated delivery time: 5/10 working days*. This service is managed through the company SEUR and may be carried out by companies subcontracted by SEUR.  

• Standard delivery to Italy. FREE on orders over €100, cost of €4.90 for other orders. Estimated delivery time: 5/10 working days*. This service is managed through the company SEUR and may be carried out by companies subcontracted by SEUR. 

• Standard delivery to Belgium and France within European territory.  FREE on orders over €120, cost of €11.90 for other orders. Estimated delivery time: 5/10 working days*. This service is managed through the company SEUR and may be carried out by companies subcontracted by SEUR.

• Standard delivery to Greece. Cost of €36.70 on other orders. Estimated delivery time: 5/10 working days*. This service is managed through the company SEUR and may be carried out by companies subcontracted by SEUR.

• Standard delivery to other European Union countries within European territory. FREE on orders over €150, cost of €15.05 for other orders. Estimated delivery time: 5/10 working days*. This service is managed through the company SEUR and may be carried out by companies subcontracted by SEUR.

• Standard delivery to other countries within European territory. Cost of €29.52 on other orders. Estimated delivery time: 10/15 working days*. This service is managed through the company SEUR and may be carried out by companies subcontracted by SEUR.

• Standard delivery to rest of world. Cost: it will depend on the country and you can see the cost before you complete your order. Estimated delivery time: 15/20 working days*. This service is managed through the company DHL and may be carried out by companies subcontracted by DHL.

*During sales periods, delivery time may significantly increase.

ADDITIONAL CHARGES AND TAXES

All orders made in the Canary Islands, Ceuta and Melilla, Andorra, Gibraltar or countries outside of the EU may be subject to additional customs taxes as each zone or country has its own legislation and trade agreements.

As these costs are variable and impossible to predict, Compañía Fantástica accepts no responsibility for additional customs duties charged on products purchased through our online store.

If you have any doubts, you can contact our  Customer service team.

PAYMENT

We have two payment methods so you can choose the one that suits you best: credit/debit card or PayPal.