Question 1

How does seating assignment and zoning work?

Accepted Answer

We divide the space into sections with prices that vary based on how close you are to the stage and visibility. As soon as you enter Iglesia de la Encarnación, staff will seat you in the order that attendees arrive within your zone.

Question 2

Can we sit together if we're a group?

Accepted Answer

Yes, you can sit together! To ensure contiguous seats, you need to arrive together and have passes for the same zone. We recommend arriving 30 minutes early so our team can seat you together easily.

Question 3

Can tickets be bought at the Iglesia de la Encarnación box office?

Accepted Answer

No! Tickets are not sold directly at the door or the Iglesia de la Encarnación box office. If you want to attend, you'll have to buy your passes exclusively through Fever (on our official website or app).

Question 4

What time should I arrive? Is there a late entry policy?

Accepted Answer

We recommend arriving 30 minutes before the show to settle in comfortably. Doors close 5 minutes before the start, and to avoid disrupting the concert, no one is allowed in once the musicians are on stage.

Question 5

Will there be food and drink service at Iglesia de la Encarnación?

Accepted Answer

Unfortunately, there will be no food or drink available for sale at this event.

Question 6

What temperature should I expect at the concert? What clothes should I wear?

Accepted Answer

When organizing experiences in historic venues, the indoor temperature can vary with the seasons. Although we try to always maintain the ideal climate, we suggest choosing an outfit suitable for the season so you can enjoy the show with total comfort.

Question 7

Is there a dress code for Candlelight concerts?

Accepted Answer

Not at all! There's no strict dress code. We recommend a casual and relaxed style; the most important thing is that you're comfortable to fully enjoy the experience.

Question 8

How long does the experience last?

Accepted Answer

The Candlelight: Tribute to Hans Zimmer in Bilbao lasts around 60 minutes. Doors open 45 minutes before, so you can arrive and settle in comfortably.

Question 9

Can I leave the venue during the performance?

Accepted Answer

Remember that, to avoid interrupting the show and those around you, you should remain in your seat throughout the concert unless an emergency occurs.

Question 10

Are real candles used in Candlelight concerts? Are they flammable?

Accepted Answer

No need to worry about fire. For everyone's safety, we use LED candles that simulate real light. This eliminates any danger and they don't emit heat.

Question 11

Is taking photos or recording videos allowed? Can I use my phone during the performance?

Accepted Answer

We ask that you keep your phone muted during the performance. You can take photos and videos without flash only in the final song when the artists themselves give you the nod.

Question 12

Where can I find my tickets for Candlelight: Tribute to Hans Zimmer in Bilbao?

Accepted Answer

Your digital tickets await you in the Fever app (available on Google Play and Apple App Store), under the "Tickets" tab. Log in with the same profile you used to buy them. The QR code will also be in your confirmation email. Forget paper; you don't need to print anything to get in.

Question 13

Can I transfer or send my tickets to another person?

Accepted Answer

Of course, sharing your tickets won't cost you anything. Just go to your Fever app profile, tap your ticket, and select "Transfer Tickets." If you need help, contact us with your ticket number.

Question 14

Can tickets for Candlelight: Tribute to Hans Zimmer be gifted?

Accepted Answer

Of course! The best way is to buy a Candlelight Gift Card so they can freely choose the date and tribute concert they want. If you already have tickets for a specific day, gift them directly through the "Transfer Tickets" tab in the Fever app.

Question 15

What is the cancellation and refund policy?

Accepted Answer

You can change the date of your ticket up to 24 hours before the event from the "Tickets" section of the Fever app. If the option is available, the "Change date/time" button will appear, and you can follow the instructions. If the option doesn't appear, contact us with your ticket ID, which can be found in the confirmation email or the Fever app. Note that refunds are not accepted, although some events offer a flexible cancellation add-on with an alternative policy. For more information, see our Terms and Conditions.

Question 16

What is "Candlelight Photo"?

Accepted Answer

Get this pack to enjoy an exclusive photo session in a special area inside Iglesia de la Encarnación. You'll take home an instant physical Polaroid photo as the perfect souvenir.

Question 17

Can I buy "Candlelight Photo" photos at Iglesia de la Encarnación?

Accepted Answer

Yes! You can buy your photo pack directly at Iglesia de la Encarnación as long as it hasn't sold out. Keep in mind that if you get it in advance online, you'll have priority access, and only card payments are accepted at the venue, not cash.

Question 18

When should I arrive to have my photo taken?

Accepted Answer

Make sure to arrive about 30 minutes early for your photo session. Remember that it is organized before the event and will end 10 minutes before the show starts.

Question 19

When will I receive the photo?

Accepted Answer

Choose your favorite photo before it goes to print. Our team will prepare it during the concert for you to collect right when it ends. Don't forget to take it with you when you leave, as we can't keep it for another day!

Question 20

Where do I have to go to have my photo taken?

Accepted Answer

When you pass the entrance control at Iglesia de la Encarnación, our team will show you where the photo area is. Don't hesitate to ask for help if you need it!

Question 21

What does the "Pack of 3 candles" include? Are they real?

Accepted Answer

You'll receive a set of 3 LED candles that imitate the flicker and light of a wax candle. Enjoy a cozy atmosphere in your home with the peace of mind that they're 100% safe.

Question 22

What is the "Pack of 3 candles" pickup and return policy?

Accepted Answer

Remember to pick up your online purchase at the venue during the event. Since your "Pack of 3 candles" is tied to a specific date and location, it cannot be exchanged or refunded. All sales are final.

Question 23

Are pets or animals allowed in Iglesia de la Encarnación? What about service animals?

Accepted Answer

Pets are not allowed in the venue, but guide dogs and assistance dogs are welcome.

Question 24

Do you offer free tickets for caregivers or assistants of people with disabilities?

Accepted Answer

Of course, we want you to enjoy the concert comfortably, so your personal assistant gets in for free. Just contact us with the proper accreditation, and our team will handle the rest.

Question 25

Is Iglesia de la Encarnación accessible for people with reduced mobility (PRM)?

Accepted Answer

Yes, the event takes place in an accessible venue with entrances adapted for wheelchair users and people with reduced mobility.

Question 26

Is there parking available at Iglesia de la Encarnación?

Accepted Answer

Unfortunately, there is no parking available for attendees, so we recommend using public transportation.

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