HOW TO RETURN

If you are not satisfied with your purchase, you have the possibility to make a return. Below, we detail the conditions and the different options available to carry it out.


What are the instructions for making a return?

• You must process the return within the established 30-day period from the date of purchase.

• The items must be in their original sale conditions, with their tags and protective bag.

• Include the return form. If you have lost it, you can download it here


RETURN TO SEUR PICK-UP POINT

This return option is free of charge.

Click here to access the SEUR management platform and register your return. If you prefer to use other courier services, you will have to pay the return costs and send it to the following address:

COMPAÑIA FANTASTICA WAREHOUSE

C/La Granja 19, Alcobendas Industrial Estate

28108 Madrid (Spain)

Remember: We only offer one free return per order. Compañía Fantástica reserves the right to charge €3.99 for the shipping cost, which will be deducted from the total refund amount in the case of a second return.


RETURN TO STORE

You can return items for free at our Madrid store, Calle Fernando VI, 8, Postal Code 28004 Madrid , Spain.

Don't forget to bring the return form you received with your order. You can download it here .


RETURN OF AN ONLINE PURCHASE SHIPPED ABROAD

We regret to inform you that we do not offer free returns for international orders. Therefore, you will need to manage and cover the return costs through the courier service of your choice and send the products to the following address:

COMPAÑIA FANTASTICA WAREHOUSE

C/La Granja 19, Alcobendas Industrial Estate

28108 Madrid (Spain)

If the return is subject to additional fees and taxes upon receipt, the cost will be deducted from the total refund amount.


EXCHANGES

We do not accept exchanges because we cannot guarantee the stock availability of all our products. Therefore, if you wish to make a change, you will need to initiate a return first and then place a new order.


REFUNDS

Once we receive the merchandise at our warehouse, we will proceed with the refund within 3 to 15 business days to the same payment method used for the purchase. The reimbursement time will depend on your bank. We will send you an email confirmation once the return is processed.

If you do not receive the refund within the specified 15 days, you can contact our Customer Service or live chat .


FREQUENTLY ASKED QUESTIONS


HOW CAN I CHECK THE STATUS OF MY RETURN?

When you generate your return label, you will find the tracking number on the receipt. You can use this number to check the status of your return at any time.


HOW DOES USING A DISCOUNT COUPON AFFECT MY RETURN?

If you used a promotional code on your order and want to return one or more items, Wild Pony reserves the right to charge you the original price of the item(s) you wish to keep if, after the return, the value of your order is lower than the minimum value required for the promotion. You can always find the conditions of use for each coupon in the email where we notify you of the coupon reference. If you have any doubts, you can contact our Customer Service or live chat .


CAN I MODIFY OR CANCEL AN ORDER?

You can cancel your order within a maximum of 30 minutes after placing it.


HAVING PROBLEMS WITH THE CREATION OF THE SEUR LABEL? 

• For the package weight, we recommend always putting the number 1 (only).

• If it doesn't recognize your mobile number, enter the symbol + followed by the prefix of your country in the first box, and enter the phone number in the second box.