FAQS

Do you have any questions? Here you will find answers to the most frequently asked questions.



SHIPPING


-Can I find out the status of my order?

To find out the status of your order, you can access the "HISTORY AND DETAILS OF MY ORDERS" section of your account.

-Can I track my order?

Yes, by accessing the section "MY ORDER HISTORY AND DETAILS" and selecting your last order, you can check the tracking number with SEUR.

-What is the shipping policy and payment methods?

When processing your purchase we will show you the available shipping methods (delivery times depend on the type of shipping selected) for that order and we will indicate the shipping costs.

-What is the process for home delivery?

If you have chosen home delivery, we will send you a shipping confirmation email (when we have received your order and it is about to leave the warehouse), and another with a tracking number so that you can always know the location of your order.

What is the Flagship store delivery process?

The Flagship store option is only available to pick up your order at our Flagship store at Calle Fernando VI, 8 in Madrid.
If you have chosen this option, we will notify you of the arrival of the goods by e-mail (you will have 7 days to pick them up). It is necessary to present the order number and the ID of the person who is going to pick it up.



Product


-What should I do if I receive a faulty item?

Compañía Fantástica only sells items in perfect condition, so if, exceptionally, you receive a garment with a defect, please contact our customer service department at eshop@ciafantástica.com.
Please provide us with as much information as you can such as your order number, what is the defective product, description and photograph of the defect and we will provide you with a solution as soon as possible.

-What should I do if I receive the wrong item?

If on any occasion, by mistake, you receive an item that you did not order, please contact our customer service department at eshop@ciafantastica.com.
Please provide us with as much information as possible such as your order number and the item you have received incorrectly so that we can contact you as soon as possible with a solution.

-Do you restock an item?

When it comes to trends, we always like to look ahead and keep up with the latest trends, so we don't usually restock our products.
But just in case, we advise you to select the product and save it under "Let me know when it's available". Our stock is subject to change due to returns, and may become available for you again.
In the meantime, you can take a look at our website: we have products similar to what you want, which you can find by inserting a basic description in our search engine.
Also, in our "NEW" section, you'll find all the new additions to our collection - it never hurts to stop by and see what's new!



RETURNS AND REFUNDS


- When will my return arrive?

Returns take 1 to 5 working days (excluding weekends and public holidays) to be processed from the moment they are received in our warehouse. When we process it, we will send you an email to confirm that we have received it and we will issue a refund.
Any refund will automatically be made to the payment method you used to place the order. The refund usually takes between 1 and 10 additional working days to appear in your account depending on your bank or payment provider.
We try to accept all returns and items do not have to be in their original box or bag, as long as they are securely packaged. In the unlikely event that you return an item to us in an unsuitable condition, we will have to send it back to you.
If you do not receive an email from us after the return processing time has passed, please contact our Customer Services team so they can help you. When you write to us, we just need you to tell us the reference number of your order and specify which products you have decided to return to us.

-Returns made from mainland Spain and the Balearic Islands

If you live in mainland Spain or the Balearic Islands you can return your order free of charge to any SEUR office or collection point near you. To request a return through SEUR you can do so from their management platform. If you prefer to return your order via Correos or any other courier service of your choice, you will have to pay the return shipping costs. In both cases, you must send the returned garments to the address mentioned in the Address section for the return shipment.

-Returns made from the rest of the world

In the case of returns from any other part of the world, you will have to manage the shipment directly through the courier service of your choice and send us the returned garments to the address mentioned in the section Address for the return shipment. We regret to inform you that we do not offer free returns abroad and that you will therefore have to bear the cost of return.

-Return shipping address:

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

-Return conditions for orders placed with discount coupons:

In the event that you have used a promotional code in your order and you wish to make a return of one or more items of the same, Compañía Fantástica reserves the right to charge you the original price of the item or items you wish to keep if, with the return, the value of your order is less than the minimum value of the promotion.



GENERAL QUESTIONS


-Can I unsubscribe from the Compañía Fantástica newsletter?

You can unsubscribe from our newsletter by selecting "Unsubscribe newsletter" in your last email from Compañía Fantástica.
You also have the option of sending us an e-mail to info@ciafantastica.com to unsubscribe from the newsletter.

-How do I recover my forgotten password?

If you have forgotten your password, you can retrieve it in the Log-in section. Provide your email address and we will send you an email with instructions.

-How can I be sure that I have made a successful purchase?

Once you have placed your order, you will receive a confirmation email. If you do not receive it, please contact our customer service department at eshop@ciafantastica.com.

-Can I remove an item from my order?

Yes, you can remove unwanted items from your shopping basket as long as you have not processed the order.



Customer Service

Do you have any questions about your order? Please send an email to our Customer Support team by clicking eshop@ciafantastica.com

You can also contact us via live chat by clicking on the icon at the bottom of the website. Timetable: Monday to Friday, 9:30-17:30h. (Time Zone in Spain)