Shipping and Returns Policy New

Returns and Exchanges Policy

Summary


Return period	14 calendar days from delivery of your order
How to request a return	Returns portal or email to help@es-fascinante.com
Cost from mainland Spain	€4.95, deducted from your refund
Cost from other destinations	Return shipping paid by the customer
First size exchange (mainland Spain)	Free of charge
Faulty or incorrect items	Free of charge, from any destination
Refund	To your original payment method, within 14 calendar days at most

1. Return period

You have 14 calendar days from delivery of your order to request a return, without giving any reason. If your order is delivered in several parcels, the period starts from delivery of the last one.

Once you have requested the return, you have a further 14 calendar days to send the items back to us.

2. Condition of items

Items must be returned:

Unworn and unwashed, with no odours, stains or make-up marks.
With all original labels attached.
Properly protected, preferably in their original packaging.

You may try items on as you would in a fitting room. If an item is returned with more use than needed to check it, we may deduct the loss in value from your refund. In that case, we will inform you with photographs before applying any deduction.

3. Items with special conditions

These conditions are also stated on the product page of each item concerned:

Earrings and hygiene-sealed items: accepted only with the seal intact.
Swimwear and lingerie: accepted only unworn and with the hygiene liner in place.
Personalised or made-to-measure items: cannot be returned, unless faulty.
Gift cards: cannot be returned.

4. How to request a return

Go to our returns portal (returns.reveni.io/es-fascinante) with your order number and email address. You do not need an account. You can also email help@es-fascinante.com with your order number and the items you wish to return.
Select the items, the reason, and whether you would like a refund or a size exchange. You will receive a confirmation by email.
Pack the items with their labels.
Send the parcel:
- From mainland Spain: using the shipping label we provide.
- From other destinations: with the carrier of your choice, using a tracked service, to the address shown in the confirmation.
We will email you when we receive your parcel and when your refund is issued.

Returns of online purchases cannot be made at our physical store. A request sent by email is as valid as one made through the portal.

5. Return costs

Destination	Return	Size exchange	Faulty or incorrect item
Spain I · Mainland Spain	€4.95, deducted from your refund	First exchange free; subsequent exchanges €4.95	Free of charge
Spain II · Balearic Islands	Shipping paid by the customer	Not available	Free of charge
Spain III · Canary Islands, Ceuta, Melilla, Andorra and Gibraltar	Shipping and customs formalities paid by the customer	Not available	Free of charge
Europe I and II · European Union	Shipping paid by the customer	Not available	Free of charge
Europe III · Europe outside the EU	Shipping and duties paid by the customer	Not available	Free of charge
International I, II and III	Shipping and duties paid by the customer	Not available	Free of charge

The cost applies per return request, not per item.
From outside the European Union, declare the parcel as “returned goods” and include the order invoice.

6. Refunds

Amount: the price paid for the returned items. If you return your entire order, standard shipping is also refunded. Any discounts applied are allocated proportionally across the items.
Method: the same method used for your purchase (card, PayPal, Bizum, Klarna or Google Pay), including sale and promotional items.
Timeframe: within 14 calendar days at most from your return request. We may withhold the refund until we receive the items or proof of shipment, whichever comes first.
Appearance in your account: depending on your bank, it may take a few additional working days to show.

7. Size exchanges

Mainland Spain: your first size exchange is free of charge. Request it through the portal and send the item with the label we provide. We dispatch the new size once we receive the returned item. If your size is no longer available, we refund the amount at no cost. From the second exchange onwards, shipping costs €4.95.

Other destinations: we do not offer direct exchanges. Please request a return and place a new order in the size you need.

8. Faulty, incorrect or damaged items

Email help@es-fascinante.com with your order number and a photo of the problem. We arrange collection at no cost and offer repair, replacement or a refund, as appropriate.

New products carry a 3-year legal guarantee. The 14-day period does not apply.
The guarantee also covers defects that appear with use.
If your parcel arrives damaged or is not delivered, we open a claim with the carrier and offer you a solution without waiting for it to be resolved.

9. Orders with items from several brands

Even if your order was delivered in several parcels, you can return all items in a single request, with a single return cost.

10. Purchases at our Madrid store

Purchases made in store (C/ Conde de Aranda 22, Madrid) can be exchanged in store within 14 days with the receipt, for another item or for a voucher with no expiry date. Faulty items carry the same legal guarantee as online purchases.

11. Contact

Customer service: help@es-fascinante.com · WhatsApp +34 605 64 98 84 · Phone +34 913 24 62 94 /+34 605 64 98 84 (Monday to Thursday 9:00–18:30; Friday 9:00–15:00, CET) · Moda Es Fascinante, S.L. (Tax ID B88500194).