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Frequently Asked Questions

BUYING IN ES FASCINANTE

YOUR ACCOUNT

In ES Fascinante you can make a purchase as a GUEST or as a REGISTERED customer.

Registration is very simple. We will only ask you for the necessary information to speed up the purchase process.

You will always have at your disposal the information of your order entering your account if you are a registered customer or in the confirmation email, if you are a guest customer.

ORDER CHANGES

After finishing your purchase, we will send you a confirmation email with the details of your order.
We remind you that it will not be possible to cancel or modify your order if it is already in an advanced stage of preparation.
If, on the contrary, it is not ready, you will be able to make changes by calling (+34)913369742 or replying to the same email.

SHOPPING CART

From the shopping cart icon located in the upper right corner you can view the contents of your shopping cart and modify or delete the number of units of your order.

Please note that we cannot guarantee the stock of the items you have in your shopping cart. For this reason, if any of them is out of stock, we will inform you in that section.

WISHLIST

In your WISHLIST you will be able to save and have always at hand the items you like the most.
Its operation is very simple: every time you click on the heart (🖤) symbol, you will add that item to your list. From the list you will be able to delete items whenever you want through the edit option. To complete the purchase, you will have to click on the product and continue with the usual steps.

Remember that you can only enjoy the wishlist if you are a registered customer and that the wishlist does not guarantee the stock of products.

NEWSLETTER

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 PAYMENT

METHODS

We accept Visa, MasterCard, Maestro and American Express. You can also choose to pay with PayPal, Aplazame (fractioned payment) or a third-party payment method such as ApplePay or GooglePay. All payments are processed through a secure checkout system provided by Shopify.

First-time orders must also be sent to the cardholders's billing address or work address. The process is not only for your security, but also we can verify your details independently. To ensure that you don't experience any delays to your order, please ensure that all of your details are entered correctly at checkout.

If you would prefer to place an order by telephone, you can call Customer Care on + 34 (91 515 81 32) from 9am to 6pm (GMT+2).

DUTIES AND TAXES

Taxes and duties are automatically calculated according to your shipping destination.

Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.

Whereas when a DDU (Delivery Duty Unpaid) destination is selected, the product prices displayed are exclusive of all taxes and duties, as well as UK VAT. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.

SECURE PAYMENT

Please be assured that we take data protection seriously. Your personal information will only be shared with third-parties where they abide by applicable data protection legislation. For more information, please read our Privacy Policy.

 PRODUCT

AVAILABILITY

In ES Fascinante you can find new items every week, in the "New" section of the menu.

If the item you are interested in is out of stock, you can register your email and we will notify you when it is available again. This process is not equivalent to a reservation.

MAKE TO ORDER

All products with the "Make to Order" label are designs made from scratch for the customer, with extreme attention to detail. This type of products can NOT be exchanged or returned.


In case of any defect, you can inform our customer service team and we will exchange the purchased product.

SIZES

To guide you in choosing your size, we offer you the option "Size guide", a recommender that will suggest you the most appropriate size according to your measurements. If this option is not available for the item you are interested in, you can always consult our customer service team.

SHIPPING

The shipping time can be found on the product sheet, in the "shipping" section. This period applies only to shipments made in Spain.
Orders placed in Europe extend the established period between 5 and 8 days.

RETURNS & EXCHANGES

HOW TO RETURN

If you wish to return an item purchased at ES Fascinante, you have 14 days from the shipping date (Including weekends) of your order to do so. Items must retain all tags and be in perfect condition. 

These are the options for returning your merchandise:

  • Our showroom (C/Conde de Aranda 22, bajo derecha. 28001 Madrid)
  • From home: to return your purchase, check our returns portal

Depending on the country in which you reside, the cost of return shipping will alternate.

HOW TO EXCHANGE:

You have 14 days from the date of shipment to exchange your ES Fascinante purchase for free.  Items must retain all tags and be in perfect condition. 

To make an exchange, you must contact our customer service team via: 

Whatsapp or telephone: at + 34 (91 515 81 32) 

Email: at help@es-fascinante.com