How to buy

Shopping at PULLANDBEAR.COM is very easy.

Just follow these steps:

01.

Choose the section (woman, man) and then the family (product type).

02.

View the product/s you are interested in and click on the photograph to zoom in and see every detail and the products’ back, composition, available sizes, reference code and price.

03.

Select an item of clothing and add it to your basket. You can then choose to carry on shopping or to process the order.

04.

If you wish to continue shopping, repeat the process but if you wish to process the order, log in.

05.

Once you have entered your details, check that they are correct and click on “Process order”.

06.

Choose whether you want to collect your order from one of our Pull&Bear stores or receive it via standard or express delivery and check that the shipping and billing addresses are correct.

07.

Select a payment method: Visa, Visa Electron, Mastercard, American Express, Affinity Card, Pay Pal, GiftCard...

08.

Confirm the order.

09.

You will receive an email confirming your order.

FAQs

In which markets is it possible to shop online?

At the moment you can place your order in Germany (except Heligoland and the town of Büsingen), Austria, Belgium, Denmark, Spain, France (except overseas regions and territories), Greece, Ireland, Italy (except San Marino, Laviano, Campione d´Italia and Lake Lugano), Luxembourg, Monaco, the Netherlands, Romania, Poland, Portugal, United Kingdom, Sweden and Switzerland.

How many languages is it possible to browse in?

The PULLANDBEAR.COM browsing languages are: Spanish, English, German, Polish, Portuguese, French, Italian, Dutch, Romanian, Basque, Galician and Catalan.

Which languages is it possible to request customer service in?

Our customer service is currently available in the following languages: Spanish, English, German, French, Italian, Polish, Dutch and Romanian.

Are the online store prices the same as those in my usual Pull&Bear store?

Yes, but if there are any differences between the prices shown on the site and the price tags of the garments, the correct price will always be that marked on the price tag.

Will we restock the ítems which are ‘sold out’?

If an item is sold out, you can request us to inform you when we restock it. If this item is available before 15 days, you will receive an e-mail with the information. If this item is out of stock, we will remove it from our web.

Will I receive the same product that I see in the photo?

Yes, except in the case of products which are handcrafted in which there may be slight differences in the final product.

Is it possible to receive periodic information via email about Pull&Bear’s latest new products and offers?

Yes. By simply clicking on "NEWSLETTER" you will receive information on Pull&Bear’s latest products, lookbook and events.

Can I cancel my Pull&Bear Newsletter subscription?

You can easily cancel your subscription by clicking on the "NEWSLETTER" menu. Fill in the details and select "SEND".

How do I recover my forgotten password?

If you have forgotten your password, you can recover it in the "YOUR ACCOUNT" section. You will receive an email with your new password.You will have to submit a new password containing at least eight characters, capital letters, lower case letters and numbers.

How can I be sure that I've made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

Can I know which is the status of my order?

Yes. Click on the "ORDERS" section in "YOUR ACCOUNT" and you will be able to track your order in real time.

Can I remove items from my order?

Yes. You can delete any unwanted items from your shopping bag as long you haven’t processed your order.

Can I cancel my order?

Yes. You can cancel your order from the "ORDERS" menu in your account.

What should I do if I receive a faulty item?

PULLANDBEAR.COM only sells items in perfect conditions so, in the rare event of receiving a faulty item, you can contact our customer service.

What should I do if I receive an incorrect item?

If you were to, accidentally, receive an item that you did not order, please contact our customer service.

Is my personal information treated as confidential?

All the information you share with us is treated in a private and confidential way within the Inditex Group for the development, compliance and fulfilment of the contract of sale, (purchase and sale contract ) to to meet your demands and provide information about our products. Check all the details in our Privacy Policy.

How can I contact the customer service department?

You can send us on your questions and comments through the contact form available in our web page, through the telephone number 0800 297 845 or sending an email to contact@pullandbear.com.

Payment

What payment method can I use to make my purchase?

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:

- The card may have expired. Check that your card is still valid.

- You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

- You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

Can I include my company’s details on my invoice?

Yes. Simply click on the business option in personal details and fill in the tax information we require.

Can I order Tax-free?

No, as Tax Free only applies to products bought in store and which you transport.

Is it safe to use my credit card on the website?

Yes, the data is transmitted SSL-encrypted. For payments with credit and debit cards, you are required to enter the CVV (Card Verification Value), a code printed on the card that serves as a security measure during e-commerce transactions. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

Shipping

Where can I receive my order?

It can be sent to an address selected by you (home, work, etc. - never a PO Box) or to the Pull&Bear store of your choice.

Can the delivery market be different from the purchase market?

No. The delivery market must always be the same market in which the purchase was made.

How long will my order take to arrive?

    How much do I pay for delivery service?

      Can I know which is the status of my order?

      Yes. Click on the orders section in "YOUR ACCOUNT" and you will be able to track your order in real time.

      What is the home delivery process?

      If you have chosen home delivery, we will send you an email confirming that your items have been dispatched (when your order leaves the warehouse), another with the tracking number (with a link to the courier's web page) and finally the courier will send you a text message or email to inform you of your delivery.

      Returns

      What do I have to do to return an item?

      The simplest way to return an item is to go to a Pull&Bear store in the same market where the purchase was made. Garments must be in perfect condition and you must show the corresponding sales receipt. You may not return or exchange underwear items.

      At a Pull&Bear store:

      Go to any of our stores in the market/region where you made the purchase.

      By post if you have ordered through an account:

      • Go to pullandbear.com, enter in Your Orders, select the order you wish to return and select the items by clicking on “RETURN”.
      • Once you have selected all the items you wish to send back, click on "Request Drop Off Return"
      • Fill out the fields corresponding to the reason for the return and complete the request. In the next two working days you will receive an e-mail with the returns label.
      • Print out the return label and stick it to the parcel that you have already prepared. You can print out the electronic receipt, and tick what you want to send back, but this is not a requirement.
      • Now take it to your nearest Post office.

      By post if you have checked out as a guest:

      • Please open the confirmation e-mail and click on the option that says “if you wish to know the status of your order click here”. (if it does not work,press the mouse right button and open a new link) You will be re- directed to PULLANDBEAR.COM where you will see a summary of your order.
      • Click on VIEW DETAILS, select all the items you wish to send back and click on "Request Drop Off Return"
      • Fill out the fields corresponding to the reason for the return and and the letters of the captcha, and click on confirm. In the next two working days you will receive an e-mail with the returns label.
      • Print out the return label and stick it to the parcel that you have already prepared. You can print out the electronic receipt, and tick what you want to send back , but it is not a requirement.
      • Now take it to your nearest Post office.

      How long do I have to make returns?

      The deadline for all returns is 30 calendar days from the delivery date.

      Do I have to pay for returns?

      No. Returns at PULLANDBEAR.COM are always free. You can choose your preferred return method: return at Pull&Bear stores or return from home, using the return form available in the YOUR ACCOUNT / RETURNS section.

      How will I receive the return amount?

      Once the return has been approved, you will receive the amount to the same method you used to make the purchase. Be aware that if you request a gift receipt when placing the order, the reimbursement will be made through a voucher that you will receive along with the return slip.

      When will I receive the return amount?

      After the return is approved (items must be in perfect condition and have their inside labels), you will receive a confirmation e-mail indicating that the amount will be reimbursed to your account within a few days.

      Remember that the time needed for your account to be reimbursed always depends on your bank.

      In the case that you have chosen Klarna Rechnung or Klarna Ratenkauf as the method of payment, we suggest that you contact Klarna for more information regarding your order payment.

      What should I do if the return amount is incorrect?

      Contact our Customer Service department and we will resolve the problem as soon as possible.

      Request a return with gift receipt

      Do you refund the shipping costs if I return all the items in an order?

      If you return an entire order within 14 days of purchase we will reimburse you the shipping costs for a standard order.

      PULLANDBEAR.COM reserves the right to reject returns that have been sent or reported to us outside the deadline, or garments that are not in the same condition in which they were received

      Exchanges

      Can I exchange my products?

      Yes. You have 2 options:

      1. You can exchange it in our physical stores:

      · For a different SIZE or COLOR, as long as it has the same cost, without the need of an additional payment and as long as they are in perfect conditions and we have available stock in store.

      · FOR A DIFFERENT ITEM, we will refund its cost through PULLANDBEAR.COM and you will be able to make a new purchase in store.

      2. From your home, if you request a return and then place a new order online.

      How long do I have to make an exchange?

      Exchanges must be made within 30 days from the delivery date.

      Can I exchange my items at any Pull&Bear store?

      Yes, as long as it is in the same market in which the purchase was made and has the section to which the product belongs (woman and/or man).

      Technology

      Which internet browsers should I use to view the Pull&Bear web page correctly?

      The PULLANDBEAR.COM web page is optimized for viewing in Microsoft Internet Explorer 7 or above, Mozilla Firefox 3.5 or above, Google Chrome 6 and Safari 5 or above.

      You can install the latest versions of each browser via the following links:

      What screen resolution do I need?

      1.024 in width x 768 in height and above.

      Is it safe to shop on PULLANDBEAR.COM?

      Yes. You can shop with total peace of mind as we make every effort to ensure we have the resources that guarantee the security of your purchases and details.

      GiftCard

      Where can I get a Giftcard?

      At any physical Pull&Bear store or at PULLANDBEAR.COM. On our website, you can choose between a Giftcard (physical gift card) or a eGiftcard (virtual gift card).

      Where can I use a Giftcard?

      You can use it at the physical Pull&Bear stores and at PULLANDBEAR.COM.

      Can I use a Giftcard in a different market from the one it was purchased in?

      No, the Giftcard can only be used at stores and PULLANDBEAR.COM website from the same market where it was purchased.

      Where can I consult the general use conditions of the Giftcard?

      At the GIFTCARD – GENERAL CONDITIONS menu.

      What happens if I lose my Giftcard?

      The Giftcard is a bearer document. Pull&Bear will not replace the card in the case of robbery, loss, mislay or deterioration.

      Can I ask for the refund of the available balance?

      No, the Giftcard balance cannot be refunded nor exchanged into money.

      Can I recharge a Giftcard?

      No, the available balance will only be increased in the case of the return of an item paid with that Giftcard.

      How can I use a Giftcard at PULLANDBEAR.COM?

      Select the “Giftcard” payment method and enter the Giftcard number (16 digits) and the CVV (3 digits).

      How can I use an eGiftcard received by e-mail at a physical store?

      You can print that eGiftcard and show it at the till at the moment of payment or show it directly in your mobile phone.

      How can I actívate a physical Giftcard purchased at PULLANDBEAR.COM?

      At the moment of paying, either at the physical or the online store, we will ask you for the last four digits of your telephone number in order to activate the Giftcard. This information will be provided by the buyer at the moment of purchasing the Giftcard. You can also activate it through the “Giftcard – Activate Giftcard” section.

      Why may my Giftcard be rejected?

      Your Giftcard may be rejected for one of the following reasons:

      1. There might be no balance in your Giftcard. 2. Any of the entered details may be incorrect. Check that you have filled in all the needed fields correctly.

      Should I keep a used up Giftcard?

      Yes, keep it for a possible future return of an item purchased with that Giftcard.

      Can I send a message or a text with the Giftcard to the person I am giving it?

      Yes, either if you purchase a physical Giftcard or an eGiftcard you will be able to attach a short text.

      Can I return a physical Giftcard or an eGiftcard purchased online?

      You can return it as long as it has not been used and before 30 natural days have passed, from the purchase date of the physical Giftcard or the shipping date of the eGiftcard.

      If you return it through PULLANDBEAR.COM it is not necessary that you send us the Giftcard back physically. We will automatically cancel the Giftcard and you will be able to destroy it.

      What happens if I return an ítem purchased at PULLANDBEAR.COM with a Giftcard from Pull&Bear?

      The refund will be processed through the increase of balance available on the Giftcard, as long as it exists at the moment of the return. If it does not exist anymore because of any reason, the refund will be made through a Pull&Bear Credit Voucher Card.

      iPod purchases in-store

      How can I find out the status of an order placed for me in the store?

      Simply call our Customer Service department and tell us the order number and we can tell you its status.

      How can I make a return?

      In-store returns: Take your item to any physical Pull&Bear store located in the same market where you made the online purchase. Remember that you must always provide the purchase receipt or gift receipt.

      How am I reimbursed for the purchase amount when I make a return?

      You will receive the return amount to the same payment method you used for the purchase, except in the case of a gift receipt, in which case you will receive a voucher.

      Can I make returns at any Pull&Bear store?

      You can return all or part of an order at any Pull&Bear store in the same market where originally purchased.

      Which stores have the iPod sales option available?

      To find out which nearby stores offer iPod ordering, contact our Customer Service department.