Question 1

How does seating assignment and zoning work?

Accepted Answer

The venue is divided into sections with different prices based on visibility and proximity to the stage. Our team will seat you on a first-come, first-served basis at Iglesia de la Encarnación, always within the zone you selected when purchasing your ticket.

Question 2

Can we sit together if we're a group?

Accepted Answer

Of course! To sit together, it's important that you and your companions arrive at the same time and have tickets for the same zone. We recommend arriving 30 minutes before the concert starts, and our team will do everything possible to seat you together.

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 about 30 minutes before the concert starts so you can settle in comfortably. The doors will close 5 minutes before the start, and once the show begins, late entry will not be allowed to avoid interrupting the musicians and other attendees.

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

Keep in mind that many of our concerts are held in historic buildings, so controlling the temperature can be a challenge. We do our best to ensure a pleasant environment, but we recommend bringing comfortable clothes suitable for the time of year so you can enjoy without issues.

Question 7

Is there a dress code for Candlelight concerts?

Accepted Answer

No need to dress up; the vibe is casual and relaxed. The main thing is that you wear a comfortable outfit to fully enjoy the candlelight 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

Out of respect for the musicians and the other audience members, we ask that you not leave your seat unless it's an emergency. We want everyone to enjoy the show without interruptions.

Question 10

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

Accepted Answer

To ensure you enjoy safely, all our candles are LED. They perfectly recreate the flicker and warmth of a real flame but without fire, heat, or any risk to your safety.

Question 11

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

Accepted Answer

Your phone must be on silent throughout the concert. You can only take photos and videos without flash during the last piece, as indicated by the musicians on stage.

Question 12

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

Accepted Answer

You can find your ticket in the "Tickets" section of the Fever app (available on Apple App Store or Google Play). Remember to log in with the same account you used to make the purchase. You'll also find your QR code in the purchase confirmation email. Your tickets are digital, and you don't need to print them.

Question 13

Can I transfer or send my tickets to another person?

Accepted Answer

Yes, you can transfer your tickets to anyone for free. It's as easy as clicking "Transfer tickets" in your Fever app ticket. Contact us if you need additional help, and be sure to include your ticket number.

Question 14

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

Accepted Answer

Absolutely! To gift the Candlelight experience, you can buy a Gift Card valid for any Candlelight concert in your country, allowing the recipient to choose their preferred date and concert. Alternatively, if you've already purchased a ticket for a specific date, you can use the "Transfer Tickets" option in the app to send it as a gift.

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

This package offers a unique photography experience, available exclusively to customers who purchase it. You'll enjoy a personalized photo session in our specially designated area at Iglesia de la Encarnación and receive an instant Polaroid-style print as a souvenir.

Question 17

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

Accepted Answer

Photos can be bought at Iglesia de la Encarnación as long as the quota hasn't been filled. Customers who buy the photo opportunity through the website when purchasing their concert tickets have priority over those who buy at the venue. Purchases at the venue can only be made with a credit/debit card; cash is not accepted.

Question 18

When should I arrive to have my photo taken?

Accepted Answer

Make sure to arrive at least 30 minutes before the concert starts so we have enough time to take your photo. Your photo will be taken before the event, and the photo session will end 10 minutes before the concert begins.

Question 19

When will I receive the photo?

Accepted Answer

You can select your favorite photo before it's printed. Our team will print it while you enjoy the concert, and you can pick it up at the exit. Make sure to collect your photo before leaving, as we cannot keep it for later.

Question 20

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

Accepted Answer

Once you enter Iglesia de la Encarnación, our staff will tell you where the photo area is. Don't hesitate to approach any of our employees if you have any questions.

Question 21

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

Accepted Answer

The package includes 3 high-quality LED candles that perfectly recreate the warm, flickering glow of candlelight. They are not real, so they are completely safe and ideal for decorating your home.

Question 22

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

Accepted Answer

All packages purchased online must be picked up at the designated venue location during the event. Since the "Pack of 3 candles" is tied to the specific date and location of the Candlelight event, all additional candle packages purchased online and picked up on-site are non-refundable and non-returnable. All sales are final.

Question 23

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

Accepted Answer

Unfortunately, pets are not allowed in Iglesia de la Encarnación, but assistance dogs and guide dogs are welcome.

Question 24

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

Accepted Answer

Yes, spectators who need assistance during this experience are entitled to request a free pass for their personal assistant or caregiver. Please contact us with proof that you need a ticket for an assistant.

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

Yes, there is free parking available for attendees.

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