How to buy
Shopping at PULLANDBEAR.COM is very simple.
You just have to follow these steps:
01.
Choose the section (men, women) and the family (garment type).
02.
Display the product(s) that interest you. With just one click you’ll get an expanded view of the garment showing details and the back of the product, as well as its composition, available sizes, reference number and price.
03.
Select a garment and add the item to your Shopping Cart. You can then choose to continue shopping or process the order. You can also add the garment to your Shopping Cart directly from the image without having to enter the product detail page. Select the size and color of the product(s) you want right from there. To process your order, click on your Shopping Cart.
04.
If you want to continue shopping, repeat the process; when you are finished click on "Shopping cart" and then on "Process order."
05.
Once you’ve entered your information, check that it’s correct and click "Confirm."
06.
Choose if you want to pick up your order at one of our Pull&Bear stores, at a pickup point, or receive it by mail with one of the available shipping options (Standard, Express, etc.) and make sure the shipping and billing addresses are correct.
07.
Select a payment method:
FAQs
In which markets is it possible to shop online?
You can currently purchase from Germany (except Helgoland Island and the city of Büsingen), Austria, Belgium, Bulgaria, China, Croatia, Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France (except the Overseas Departments and Territories), Greece, Hungary, Ireland, Italy (except San Marino, Liviano, Campione d'Italia and the waters of Lake Lugano), Latvia, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, Poland, Portugal, the United Kingdom, Czech Republic, Romania, Russia, Sweden, Switzerland, Turkey and the USA.
Please note that it is not possible to deliver to the channel Islands or to the Isle of Man.
What languages is the website available in?
PULLANDBEAR.COM is available in: Spanish, English, Dutch, German, Polish, Portuguese, French, Romanian, Chinese, Russian, Greek, Czech, Slovak, Croatian, Bulgarian, Latvian, Estonian, Lithuanian, Greek, Slovenian, Italian, Basque, Galician and Catalan.
What languages is customer service available in?
Our customer service is currently available in the following languages: Spanish, English, German, French, Italian, Romanian, Russian, Chinese, Croatian, Polish and Dutch.
Are prices the same on the online store and at my local Pull&Bear store?
Yes, but if there are any discrepancies between the prices that appear on the website and those marked on garment tags, the correct price is always the one on the tag.
Will you restock items that are marked as "Sold out"?
If an item is sold out, you can request that we notify you when it is back in stock. If it becomes available again within 15 days we will send you an e-mail to let you know. If there is no more stock, we will remove it from the website.
Will I receive the same product I see in the photo?
Yes, except with artisan products where there may be a slight difference in the finish.
Is it possible to receive regular information via e-mail with the latest Pull&Bear items and offers?
Yes. You just have to subscribe to the Pull&Bear newsletter by filling in the form that appears when you click on the icon, and you will receive information about the latest Pull&Bear items, articles and events.
You can find the form by clicking on "newsletter" in your user account or on the menu on our website.
Can I unsubscribe to the Pull&Bear newsletter?
You can easily cancel your subscription by clicking on the "newsletter" menu. Fill in the details and select "send".
There are several ways to unsubscribe:
- Select "Unsubscribe" in the form in the "newsletter" section.
- You can access subscription settings in "My Account" by going to the "newsletter" section and unchecking the box. Click on Accept to finalise the change.
- At the end of every Newsletter you can unsubscribe by clicking on the link that appears, which will take you to a page where you have to enter your e-mail address and click 'unsubscribe'.
- Be aware that the Newsletter unsubscribe process may take 48 hours for the request to become effective.
How can I recover a forgotten password?
If you have forgotten your password, you can recover it from "Login - Forgotten your password?" section. You will receive an e-mail with a link to enter and confirm your new password. Your password must be alphanumeric with a minimum of 8 characters including at least one uppercase letter.
What do I do if I am not able to change the password?
Make sure that the password contains at least 8 characters and that you have entered at least one uppercase letter, one lowercase letter and one number. You are also not allowed to use a password that you have used before.
How can I make sure my purchase was made correctly?
Once you place your order you will receive a confirmation e-mail. If you do not receive the e-mail, contact our Customer Service department.
Can I find out the status of my order?
Yes. Go to the orders placed section in My account and you will see the real-time status of your order.
In the case that you placed the order as a guest, you can track the status and manage the order from the confirmation email.
Can I cancel my order?
Yes. You can cancel your order from the orders placed section of your account.
If you placed the order as a Guest, you can cancel the order form the confirmation email.
What should I do if I receive a faulty item?
PULLANDBEAR.COM only sells items in perfect condition, so in the exceptional case that you receive a garment with a defect, contact our Customer Service department.
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 confidential?
All the information you share with us is private and confidential within Grupo Inditex and used to draw up, fulfil and carry out the purchase, attend to requests and provide you with information about products. Get 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: .
How can I contact the Customer Service department?
You can share any queries or comments contacting us through our e-mail .
Do I have to register to make an online purchase?
You can make an online purchase as a guest, without having to create a user account in the online store. This purchasing option is also available on our App and mobile site.
At PULLANDBEAR.COM we recommend having a user account, as it will make shopping easier by saving an address book, your favourite stores and your payment details using eWallet. You also have a record of orders, returns and invoices. To see the registration options available in other markets, check the local Pull&Bear online sales page for each case.
Can I place an order by phone?
No. You will have to place the order and make the payment online.
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: Visa Electron, Mastercard, American Express, PayPal, IN card, Gift Card and Gift Voucher
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.
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.
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.
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 Pull&Bear store of your choice or at a private address (home, work ), but never a post office box.
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.
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?
Returns at PULLANDBEAR.COM are free depending on the method.
HOW WILL MY MONEY BE REFUNDED?
Once the return has been approved, you will receive the amount in one of the following methods:
- Store returns: the refund will be made with cash.
- Home returns: the refund will be made by bank transfer.
- Postal returns: the refund will be made by bank transfer. If the customer requests the return from the 16th day after receiving the order, we will charge a fixed amount of 4,95 BAM which we will immediately deducted from the amount to be refunded.
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.
Exchanges
Can I exchange my items?
You can exchange them at our physical stores:
- FOR ANOTHER SIZE OR COLOUR, without any additional cost as long as the items are in perfect condition and there is stock in the store.
- FOR A DIFFERENT ITEM, we will reimburse you the amount through PULLANDBEAR.COM and you can make a new purchase in the store.
How long do I have to make exchanges?
The deadline for exchanges is 30 calendar days from the delivery date.
Can I exchange my items at any Pull&Bear store?
Yes, as long as the store is in the same market where the purchase was made and has the section the garment comes from (man and/or woman).
Technology
Which Internet browsers should I use to view the Pull&Bear website correctly?
The PULLANDBEAR.COM site is optimized for viewing on Microsoft Internet Explorer 8 or higher, Mozilla Firefox 3.5 or higher, Google Chrome 6 or higher and Safari 5 or higher.
You can install the latest versions of each browser at the following links:
What screen resolution do I need?
1,024 width x 768 height or greater.
Is it safe to buy at PULLANDBEAR.com?
Yes. You can shop with peace of mind because we go to great lengths to ensure the security of your purchases and your information.
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 on the online store.
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?
You may exchange items purchased during promotions at any physical Pull&Bear store as long as they are available.
If the items are sold out at your nearest store and you decide to make a new online purchase, the price will be as shown on our website on that day.
(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.
