INSTRUCTIONS FOR MAKING A RETURN
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 already 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 5 p.m. to 9 p.m.
RETURNS
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).
1. PREPARE THE PACKAGE WITH THE CLOTHES YOU WILL RETURN
- Returned garments must be in their original conditions of sale, with their label and protective bag.
- Includes the return form. If you have lost it, you can download it here.
- Wrap the package with resistant materials, to avoid damage and loss of the returned garments. You can reuse the package we used to send them to you, it's designed for that!
*Any return not packaged in optimal conditions for shipment will be subject to rejection by the Compañía Fantástica. Returns sent in clear plastic bags or any other non-resistant packaging will not be accepted.
2. SEND YOUR RETURN FOLLOWING THE INSTRUCTIONS OF EACH GEOGRAPHICAL AREA
- 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 through the form that you will find here.
