Question 1

How long does the experience last?

Accepted Answer

The Candlelight: Ed Sheeran vs. Coldplay in Bilbao lasts around 60 minutes. Doors open 45 minutes before, so you can arrive and settle in comfortably.

Question 2

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

Accepted Answer

We take your safety seriously, so we use last-generation LED candles. They imitate traditional candles without using real fire, eliminating any risk and without generating heat.

Question 3

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

Accepted Answer

Remember that the concerts often happen in historic venues where the temperature varies with the weather. We suggest keeping this in mind when choosing your outfit to enjoy the evening in the most comfortable way.

Question 4

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 5

Can I leave the venue during the performance?

Accepted Answer

We ask that you try not to leave your seat while the concert is on, except for emergencies, to avoid breaking the atmosphere that is created in the venue.

Question 6

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

Accepted Answer

Please mute your phone for the entire event. Put your phone away and connect with the music; you can only take photos and record videos without flash in the final piece when the musicians tell you to.

Question 7

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

Accepted Answer

There is no physical sales point inside Iglesia de la Encarnación. If you want to enjoy the experience, the only authorized channel is Fever (official website and app).

Question 8

How does seating assignment and zoning work?

Accepted Answer

The venue has several zones with prices adjusted to the distance and perspective from the stage. Upon arriving at Iglesia de la Encarnación, you'll be seated according to the order of entry and the type of ticket you purchased.

Question 9

Can we sit together if we're a group?

Accepted Answer

Of course! You can sit together. Just make sure you all arrive at the same time and have tickets for the same zone. We recommend coming at least half an hour early to make it easier for the team to seat you together.

Question 10

Can tickets for Candlelight: Ed Sheeran vs. Coldplay be gifted?

Accepted Answer

Sure! You can buy a Candlelight Gift Card and let them choose their favorite concert on the day that suits them best. Already have a ticket for a specific day? No problem, use the "Transfer Tickets" option in the Fever app and send it as a gift.

Question 11

What is "Candlelight Photo"?

Accepted Answer

Take home an unforgettable memory! This pack offers you an exclusive mini photo session inside Iglesia de la Encarnación. You'll instantly take home a printed Polaroid-style photograph.

Question 12

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 13

When will I receive the photo?

Accepted Answer

Pick your favorite image before it's printed. You'll be able to collect the physical photo as soon as the show ends. Please don't leave without it, as it won't be kept for later.

Question 14

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

Accepted Answer

Take home these 3 LED candles that reproduce the warm flicker of traditional lighting. Forget about fire hazards; they're an ideal and safe choice for home decoration.

Question 15

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

Accepted Answer

Come pick up your online purchase during the event. Since the "Pack of 3 candles" is prepared exclusively for that date and venue, sales are final and no refunds are offered.

Question 16

Where can I find my tickets for Candlelight: Ed Sheeran vs. Coldplay in Bilbao?

Accepted Answer

Go to the Fever app (available on Apple App Store or Google Play) and head straight to the "Tickets" section to see them. Just make sure you're logged in with the same user you paid with. You'll also have your QR code in the purchase confirmation email. They're digital, so no printing is needed!

Question 17

Can I transfer or send my tickets to another person?

Accepted Answer

Yes, you can transfer tickets for free by tapping "Transfer tickets" within the Fever app. If any issue arises during the process, contact us and provide the ticket number so we can check it.

Question 18

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 19

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

Accepted Answer

We advise you to arrive half an hour early to sit down calmly. The gate will close 5 minutes before the time indicated and no one will be allowed in later, protecting the acoustic experience.

Question 20

When should I arrive to have my photo taken?

Accepted Answer

Your photo will be taken before the concert, and the session will close 10 minutes before the show begins. Please come half an hour early so our team can assist you.

Question 21

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

Accepted Answer

You'll be guided to the photo area right after you enter Iglesia de la Encarnación. If you need help, just ask our staff, and they'll point you in the right direction.

Question 22

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.

Question 23

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 24

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

Accepted Answer

Pets can't attend the event. However, assistance dogs are welcome.

Question 25

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

Accepted Answer

Yes, we offer a free pass for any attendee who needs assistance. Contact us with the necessary documentation, and we'll make sure everything is ready for you.

Question 26

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.

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