FREQUENTLY ASKED QUESTIONS
ABOUT MY ORDER
When will I receive my order?
The preparation time for your order is 24 to 72 business hours. Once it leaves our warehouse or the brand's warehouse, shipments are delivered within 24/48 hours in mainland Spain via GLS or Correos Express. The maximum delivery time is 7 business days. With the exception of pre-order or made-to-order items, in which case shipping times may vary depending on the product and brand, for further information, please contact customer service.
Note: During sales periods, Black Friday, Spanish Friday, or special promotions, as well as during the month of August, delivery times may be longer.
What if I place an international order?
Orders outside Spain are shipped via UPS or FedEx, with an estimated delivery time of between 4 and 10 business days, depending on the destination country.
What happens if I purchase a product on pre-order?
In this case, the delivery time may be extended by 10 to 15 business days.
For pre-sale products, the delivery time will be clearly indicated on the product page. These items are being produced at the time of purchase, so they may require a little more time.
If you need your order by a specific date, please do not hesitate to contact us at help@es-fascinante.com.
What if my order includes products from different brands?
You may receive your order in several packages. Some brands manage shipping directly from their own warehouses.
Can I modify my order after purchasing?
Yes, as long as you contact us within 24 hours of purchase and before the order has been processed. Write to us at help@esfascinante.com.
How do I know if my purchase has been completed successfully?
You will receive a confirmation email after completing your purchase. If you cannot find it, check your spam folder. If you still cannot find it, write to us at help@esfascinante.com with the name of the person who placed the order.
How can I check the status of my order?
We will send you emails informing you of each step. If you have an account, you can check it under “My account > My orders.”
EXCHANGES AND RETURNS
What is your return policy?
You have 14 days from receipt of the order to request a return. The return cost for mainland Spain is €5.90, which will be deducted from the final refund. For international orders, the cost will depend on the country of origin.
Important: Products purchased at a special price or during promotions (Sales, Black Friday, Spanish Friday, etc.) cannot be returned using the same payment method. They will be refunded via a gift card with no expiration date, valid for any purchase.
How do I make a return?
Request it on our returns portal: Start a return. If you need help, you can write to us at help@es-fascinante.com.
Can I return an online order to a physical store?
Yes, you can bring your online order to our showroom with the order reference and we will process your return there.
Important: Products purchased at a special price or during promotions (Sales, Black Friday, Spanish Friday, etc.) cannot be returned using the same payment method. They will be refunded via a gift card with no expiration date, valid for any purchase.
PRODUCT
How do your products fit?
Each brand has its own specific size guide. We recommend checking the information on each product page. If you need assistance, please write to us at help@esfascinante.com.
What material is the product made of?
Each description provides detailed information about the composition, origin, and production process.
SHOWROOM AND STORE
Do you have this product in store?
You can call us or write to us at tienda@es-fascinante.com to confirm whether the product is physically available.
Do I need an appointment to visit the showroom?
No, you can come freely.
What are your physical store hours?
Monday to Friday from 12:00 p.m. to 8:00 p.m. and Saturdays from 11:00 a.m. to 2:00 p.m. and from 5:00 p.m. to 8:00 p.m.
Can I pick up my order in store?
Yes. When making your purchase, select “In-store pickup” at no additional cost.
PAYMENT METHODS
What payment methods do you accept?
You can pay with:
• Credit or debit card (Visa, Mastercard, American Express)
• PayPal
• Bizum
• Revolut
• Apple Pay and Google Pay
• Klarna (pay in 3 installments with no interest)
• Aplazame (instant financing, subject to approval)
• ES Fascinante gift card
Is it safe to buy from your website?
Yes. We use SSL encryption to protect your data. We never access or store your banking information.
BILLING AND CONTACT
Can I request an invoice for my purchase?
Sure. Write to us at help@es-fascinante.com indicating your order number and tax information.
How can I contact you?
• Customer service email: help@es-fascinante.com
• Customer service phone number: +34 911 34 37 90 (Monday to Friday, 9:00 a.m. to 6:30 p.m.)
• WhatsApp Customer Service: +34 913 36 97 42
• Store Email: tienda@es-fascinante.com
• Store Phone: +34 910 403 746 (Mon-Fri from 12:00 p.m. to 8:00 p.m.; Sat from 11:00 a.m. to 2:00 p.m. and from 5:00 p.m. to 8:00 p.m.)
• Store WhatsApp: +34 652 51 15 63
• Instagram: @esfascinante
ADDITIONAL INFORMATION
Do I need my order to arrive on a specific date?
Write to us before purchasing and we will do our best to accommodate you.
Can I use multiple promotions at the same time?
No. Promotions cannot be combined unless expressly stated.
Where can I use my gift card?
Any online purchase at www.es-fascinante.com.No has an expiration date.