INSTRUCTIONS FOR MAKING A RETURN
1. REQUEST THE RETURN WITHIN THE PRIVATE AREA
- Search your order in the private area.
IMPORTANT NOTICE
Following the advice of the Ministry of Health on the occasion of the health alert we are in due to COVID-19 we have closed our warehouses. For this reason, we increase the return period indefinitely on orders placed from February 1st. In solidarity with transportation service workers, please ask that you do not send returns to us until further notice. We will manage all incidents arising from this circumstance, and no return will be left unrealized, do not worry. Thanks for your understanding.
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).
- Click on it to see the detail (it will be displayed at the bottom of the order list).
- Check the box of the items you want to return.
- Click on "Request refund".- Wait for the confirmation of the return request. You will receive an email confirming that it has been approved.
*Remember that this option will only be available if the purchase has been made in a period of less than 30 calendar days. To make any return after the deadline you will have to contact our customer service. *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. 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.
3. 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.
