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 receive your order and check that the shipping and billing addresses are correct.
Choose whether you want to receive your order 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 (mainland only), Sweden, Switzerland and the USA.
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.
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 share any queries or comments by calling or by contacting us through our chat service via the following link: .
CUSTOMISED PRODUCTS
You have the option of adding customised texts to some of our products. To make them easy to identify, the word ‘customisable’ will appear in the product name.
If the word you want isn’t available, we’ll let you know during the purchasing process of the garment.
Once you’ve completed your order, the text cannot be modified.
These items cannot be exchanged or returned, as they have been customised.
Payment
What payment methods can I use to make purchases?
We offer the following payment methods:
DO I HAVE TO VERIFY MY PURCHASE?
With the new European PSD2 payment regulations, credit and debit card purchases may require verification. This verification is normally done through your bank’s app or through a temporary code. If you cannot process your purchase, contact our Customer Service team.
Maybe you’ll have to verify your payment through your bank’s app or through a temporary code. If you cannot process your purchase, contact our Customer Service team.
OXXO payment
OXXO is a cash payment method that you can use at any of the OXXO establishments.
How do I use it at pullandbear.com?
- Fill your shopping basket and choose your preferred delivery method (in-store or standard home delivery).
- Select OXXO as your payment method.
- After confirming the payment, you will access the order confirmation page with a barcode that you can print. This barcode can also be found in the confirmation email or in the MY ACCOUNT > MY ORDERS section.
- Print the OXXO payment code.
- Make the payment at any of the 13,000 OXXO establishments by presenting the barcode within a period of 48 hours.
- Once the payment has been made, you will receive an email confirming that the order will be processed within a maximum of 24 to 48 hours.
For returns:
You can make a return through any of our usual methods:
- Home collection or in-store return.
- The return will be made onto a Pull&Bear CREDIT VOUCHER that you will receive via email and is valid in our stores and at the pullandbear.com website.
Why was my credit card declined?
Your card may have been declined for one of the following reasons:
- The card may be expired: check that your card is not past its expiry date.
- You may have reached the card limit: check with your bank that the card has not exceeded the limit amount for purchases.
- You may have entered something incorrectly: check that you have correctly filled in all the necessary fields.
Can I get an invoice in my company's name?
Yes. You just need to tick the "COMPANY" box in the personal information section and enter the tax information requested.
Is it safe to use my credit card on the website?
Yes, the information is transmitted safely with SSL encryption. Only Safe Electronic Commerce (SEC) transactions will be accepted for payments using Visa and Mastercard. After verifying that the card is secured under the SEC system, the system will contact the card's issuing bank so that the buyer can authorise the purchase. When the bank confirms authenticity, the card will be charged. Otherwise, the order will be cancelled. 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.
Payment with Klarna.
If you choose Klarna Rechnung as the payment method, you have the possibility of paying for the order within 14 days, via bank transfer. For more information visit www.klarna.com
Can I get the Tax Free Refund, or VAT return for tourists?
Yes, we can apply a VAT return for tourists shopping online if they are non-EU residents. For more information contact our customer service centre at contact@pullandbear.com.
Yes, we can apply a VAT return for tourists shopping. For more information contact our customer service centre at contact.au@pullandbear.com.
What should I do if I see a double charge for an order?
It may be that what you are seeing in your account is really a reservation for the amount of the order and not the charge itself. In any case, contact your bank for more information. You can also contact our customer service department.
Can I pay in the store when I receive the order?
The payment must be made online to finalise the order, and it is not possible to pay in the store when you receive it. However, you have the option to try on the items in the store when you pick up your order and return or exchange any items you are not happy with.
The payment must be made online to finalise the order, and it is not possible to pay in the store when you receive it. However, you have the option to try on the items in the store when you pick up your order and return any items you are not happy with.
I do not have any of the payment methods. How can I place an online order?
You can buy gift cards worth a minimum of 20 GBP up to a maximum of 500GBP (always in multiples of 5GBP), and they never expire (depending on the market). If you want more information go to our GIFTCARD section.
Shipping
Where can I receive my order?
You can receive it at a private address (home, work).
Can the delivery be made to a different market to to the one where it was purchased from?
No, the market of delivery always has to match the market of purchase.
How long will my order take to arrive?
Delivery times depend on the shipping method you select.
Deliveries are made between Monday and Friday.
How much are shipping costs?
- Shipping to stores is free.
Can I track the status of my order?
Yes, you can see the status of your order by going to the orders placed section of my account.
In the case that you placed the order as a Guest, you can check the status of the order from the confirmation email.
What is the process for home delivery?
If you have chosen home delivery, we will send you a confirmation e-mail when your order is going to leave the warehouse, another e-mail with a tracking number and a link to the courier's website, and finally the courier will contact you via SMS or e-mail to notify you when your order will be delivered.
What is the process for in-store delivery?
If you select in-store delivery, we will notify you by SMS when the items arrive.
In case of delivery made using cash on delivery, this deadline is reduced to 7 days since you received the SMS and the email “Confirmation of order arrival at store”.
How long will my order remain in the store?
Orders remain in the store you selected for 10 calendar days from the delivery date.
Orders paid for on the website remain in the store you selected for delivery for 10 calendar days from the date you receive the SMS notifying their arrival.
Orders with COD payment (in-store payment) remain in the store you selected for delivery for 7 calendar days from the date you receive the SMS notifying their arrival.
Can another person pick up my order at the store?
Yes. The person who picks it up must indicate the order number and buyer's name. Finally, they will have to show ID and sign for the delivery. It is not necessary to show a signed authorisation or the buyer's ID document
Which courier will deliver the order?
It depends on the delivery area and the type of shipment. When the order leaves our warehouse we will send you an e-mail with the courier information.
What happens if I'm not at home when the order is delivered?
If you are not home when the order is delivered, the courier will leave you a reminder slip with their contact information.
You can also call the courier directly and give them the order tracking number to arrange a delivery date.
What is a Drop Point?
A Drop Point is a place where you can pick up your order that is not your home or a Pull&Bear store (for example, a petrol station, a news stand, etc.).
It may be useful if you are not always at home and/or there is not a Pull&Bear store near your home.
Follow the steps below to locate your Drop Point:
- Enter a location (for instance: post code, address, city, etc.)
- Locate the Drop Point most convenient for you and click on the SELECT button to add it as a pick-up point.
Returns
WHAT ARE THE TYPES OF RETURN?
In-store returns
Take your order and purchase receipt in electronic or paper format to any Pull&Bear store in the same market where you made your purchase.
The easiest way to return an item purchased online is to take it to a store in the same market and show your passport and purchase receipt.
The easiest way to return an item is to take it to a store in the same market and show your purchase receipt.
The easiest way to return an item purchased online is to take it to a store in the same market and show your passport and purchase receipt.
You only have to present fiscal ticket along with the items you wish to return. The person requesting for the refund in store will be asked to provide an identification document.
Postal returns
Bring the items you wish to return to your closest drop point and show the QR code that we’ll send you by email once you’ve requested the return on your phone.
Take the item(s) you wish to return to your nearest drop point with the invoice, the return form with your passport details and a copy of your passport inside the package.
Take the item(s) you wish to return to your nearest drop point.
Pack up the items you want to return, stick the return label we’ll send you by email to the outside of the package and take it to your nearest collection point.
Home returns
A courier will pick up the items you want to return from your chosen address.
DO YOU WANT TO RETURN AN ONLINE ORDER?
To start the returns process, click here
EXCEPTIONS AND SPECIAL CONDITIONS
Some of our items, which are detailed below, must meet the following conditions in order for your return to be processed:
- Swimwear: must include the hygiene sticker or security seal.
- Underwear: cannot be exchanged or returned without the original packaging, except for tops and bodysuits.
- Underwear: cannot be exchanged or returned, except for tops and bodysuits.
- Packs: packs of products (containing more than one item) are considered to be one item, so their packaging may not be opened and they may not be returned partially or individually.
- Accessories: must be returned with the original packaging intact.
- Fragrances: must be returned in the original, sealed packaging.
- Cosmetics: must be returned in the same packaging and in original condition.
- Customisable items: Given that these garments are customised, it is not possible to exchange or return them. It is also not possible to cancel purchases of items in a customised colour.
- CDs, DVDs and vinyls: these must be returned with their original packaging intact.
HOW CAN I MAKE A RETURN IF I MADE AN IPOD PURCHASE IN-STORE?
Only in-store: Take the items you want to return, and the electronic or paper receipt, to any Pull&Bear store in the same market where you made your purchase.
HOW CAN I MAKE A RETURN IF I SHOPPED ONLINE AND PAID IN-STORE (COD)?
Only in-store: Take the items you want to return, and the electronic or paper receipt, to any Pull&Bear store in the same market where you made your purchase.
WHAT HAPPENS IF I RETURN A PRODUCT PURCHASED ON PULLANDBEAR.COM WITH A PULL&BEAR GIFT CARD?
The refund will increase the available balance on your gift card should the card exist at the time of the return. If for some reason it does not exist, the refund will be made via a Pull&Bear voucher.
CAN I RETURN A PHYSICAL GIFT CARD OR A VIRTUAL GIFT CARD PURCHASED ONLINE?
Unused gift cards may be returned to the brand from which they were purchased within 30 calendar days from the date of purchase in the case of a physical gift card, or from the shipping confirmation date in the case of an e-gift card.
If you make the return via PULLANDBEAR.COM, you do not have to send us the actual gift card. We will automatically cancel the gift card and you may destroy it.
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?
Yes. The price of the return varies depending on your market and will be deducted from your refund. More info here.
Yes, the cost for each return is 12,95 AUD and it must be assumed by the customer.
No, returns at PULLANDBEAR.COM are always free as long as they are requested through the means provided by Pull&Bear.
HOW WILL MY MONEY BE REFUNDED?
Once the return has been approved, you will receive the amount in the same method you used to make the purchase.
Be aware that if you request a gift 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 REFUND FOR MY RETURN?
After the return is approved (items must be in perfect condition and have their inside labels), you will receive a confirmation email 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.
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.
PULLANDBEAR.COM reserves the right to refuse returns requested or sent outside the set deadline, or for items that are not in the same condition in which they were received
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.
No, the cost for each return is 12,95 AUD and it must be assumed by the customer.
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.
Discounts and promotional codes
How can I use a discount code?
Discount codes are entered just before completing payment and finalising the order.
When you are at the payment stage, enter the code we sent you in the "Promotional code" field during step "3.Payment" and click Accept. You will then be able to see the discount reflected in the final purchase amount.
Don't forget that promotional codes have expiry dates, they may not be combined with other offers and they are valid exclusively for one use.
If I have a code, is the discount applied automatically?
Once you enter the code in the field "Promotional code" and click on Accept, you will see the discount reflected in the final purchase amount.
How can I find out when the next promotion on PULLANDBEAR.COM will be?
We announce our promotions on the home page of our website and through social media, newsletters and push messages on our App.
Can I exchange an item that I bought during a promotion?
Exchanges are not available for online stores but you can return any items you are not happy with.
If you decide to make a new online purchase, the price will be as shown on our website on that day.
Exchanges are not allowed. You may return items purchased during promotions at any physical Pull&Bear store as long as they are available.
(REFER-A-FRIEND PROGRAM) I entered my friend’s name and it didn’t work
This could be for several reasons. It could be because your friend never registered for the refer-a-friend scheme. It could be because you’re entering a nick name (that the system doesn’t recognise) rather than the name they registered with or it could be because there are more than one person with the same name signed up. If this is the case then you just need to follow the instructions to enter their email address. If you don’t know their email address then please ask them for it and come back to us.
If they are finding this difficult you can log in and search for the referring customer in the customer service dashboard in Mention Me. If you find the referrer, you can then add the customer on the phone as a friend yourself and then they’ll receive their voucher by email automatically.
(REFER-A-FRIEND PROGRAM) I sent my friend to you but I never got a reward
First, are you sure that they bought from us as you’ll only get the reward after they’ve bought from us. Second, are you sure they’re a new customer as the rewards are only valid if they’re a new customer.
If you think they are, then let me go check and if I can confirm that they have, I’ll go and arrange for your reward to be validated.
Please check in the Pull&Bear system that the referred customer has bought. You can then confirm the purchase in the Mention Me system. Just search for the friend’s name in the Customer section and click on Confirm Purchase.
(REFER-A-FRIEND PROGRAM) I remember seeing an offer but can’t remember what it was or how to share it
You can either just tell your friend to come to the site and to enter your name in the checkout in order to get the discount. Otherwise you can find details about the programme in the FAQ.
(REFER-A-FRIEND PROGRAM) My friend got a different offer to the one that I got.
Sometimes our offers change and they may go up or go down. You have our latest offer. I’m sorry if it’s changed since your friend signed up.
(REFER-A-FRIEND PROGRAM) I referred lots of people but I only got 5 gift vouchers
This may be because only five new customers ended up buying or it may be because they have reached the limit set within the terms and conditions. The terms and conditions state that customers can only make a certain number of referrals in a 24 hour period and within a year. This is to stop people from taking advantage of the programme.
If this happens it is worth contacting the marketing team to ask them how they’d like to handle the situation. They’ll need to decide whether this is someone who can help attract new customers or if it is someone taking advantage of the scheme.
