How to buy

Shopping on PULLANDBEAR.COM is very simple.

You just have to follow these steps:

01.

Choose the section (man, women) and the family (garment type).

02.

Display the product(s) that interest you. With just one click you will get an expanded view of the garment showing details and the reverse 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 Bag. You can then choose to continue shopping or process the order. You can also add the garment to your Shopping Bag directly from the image without having to enter the product detail page. Select the size and colour of the product(s) you want right from there. To process your order, click on your Shopping Bag.

04.

If you want to continue shopping, repeat the process; when you are finished click on "Shopping bag" and then on "Process order."

05.

Once you have entered your information, check that it is correct and click "Confirm".

06.

Choose if you want to pick up your order at one of our Pull&Bear stores, at a drop 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 and Turkey.

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. If by error you receive an item you did not order, contact our Customer Service department.

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 send us your questions or comments through the contact form available on our website, by telephone (a toll free number depending on your telephone operator) , or by sending an e-mail to contact@pullandbear.com.

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.

Payment

What payment methods can I use to make purchases?

We offer the following methods of payment: , Visa Electron, Mastercard, American Express, PayPal, IN card, Gift Card and Gift Voucher

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?

In this case we recommend buying a gift card at any of our physical Pull&Bear stores that can be used both online and in physical stores.

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 ), but never a post office box) or at a Pull&Bear store of your choice.

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.

    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.

    How long will my order remain in the store?

    Orders remain in the store you selected for 10 calendar days from the delivery date.

    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

    How long do I have to return something?

    You have 30 days from delivery to return your purchase.

    Do I have to pay anything to return my items?

    No, there is no cost to return a purchase. Our returns are always free.

    How do I make a return?

    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:

    Below we have explained how:

    • 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 DHL or Deutsche Post office.

    By post if you have checked out as a guest:

    Below we have explained how:

    • 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 DHL or Deutsche Post office.

    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.

    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 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 optimised 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 make great efforts to ensure the security of your purchases and your information.

    GiftCard

    Where can I buy a Giftcard?

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

    Only at a physical Pull&Bear store.

    Where can I use a Giftcard?

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

    You can use it at physical Pull&Bear stores.

    Can I use a Giftcard in other markets than where it was purchased?

    No, Giftcards may only be used in the stores and on the PULLANDBEAR.COM website in the market where they are purchased.

    Where can I find the general terms and conditions for Giftcards?

    In the GIFTCARD – GENERAL TERMS AND CONDITIONS menu.

    What happens if I lose my Giftcard?

    Giftcards are bearer instruments. Pull&Bear will not replace cards in the event of theft, loss, misplacement or damage.

    Can I request that the available balance be reimbursed?

    No, the balance of Giftcards may not be reimbursed nor redeemed for cash.

    Can I top up a Giftcard?

    No, the available balance may only be topped up if an item paid for with that Giftcard is returned.

    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?

    When paying at the till, you can show a print-out of the eGiftcard or show it on your mobile phone.

    How can I activate a Giftcard purchased at PULLANDBEAR.COM?

    When paying, either at the physical store or the online store, we will ask you for the last four digits of your mobile phone number to activate the Giftcard. This information is provided to us by the buyer when purchasing the Giftcard. You can also activate it in the "Giftcard – Activate Giftcard” section.

    Should I keep a used Giftcard?

    Yes, keep it for a month after your last purchase for return or exchange purposes.

    How can I activate a Giftcard?

    If the card was purchased in a physical Pull&Bear store, it is activated when purchased at the till.

    Only the physical and virtual cards purchased on the PULLANDBEAR.COM online store need to be activated.

    You can activate a card two ways: in one of our physical stores when paying, or through the "Giftcard - Activate Giftcard" section of our website. In both cases you will have to provide us with the activation code.

    Why might my Giftcard be declined?

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

    • Your Giftcard may not have a remaining balance.
    • Something may have been entered incorrectly. Check that you have correctly filled in all the necessary fields.

    Should I keep spent Giftcards?

    Yes, keep them for a month following the last purchase for any future returns.

    Can I send a message or text along with the Giftcard to the person receiving it?

    Yes. You can add a brief text to both physical Giftcards and eGiftcards.

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

    They may be returned as long as they have not been used and within 30 calendar days from date the physical gift card was purchased or the eGiftcard sent.

    If you make the return via PULLANDBEAR.COM you do not have to send us the actual Giftcard. We will automatically cancel the Giftcard and you can destroy it.

    What happens if I return a product purchased on PULLANDBEAR.COM with a Pull&Bear Giftcard?

    The amount will be reimbursed by topping up the available balance on the Giftcard as long as the Giftcard exists at the time of the return. If for some reason it does not exist, the reimbursement will be made via a Pull&Bear voucher.

    What happens if I return a product purchased with a Pull&Bear Giftcard?

    The amount will be reimbursed by topping up the available balance on the Giftcard as long as the Giftcard exists at the time of the return.

    What Giftcard amounts are available for purchase?

    The minimum amount for a Giftcard is and the maximum is . The final amount must always be a multiple of .

    Do Giftcards expire?

    No, they do not have an expiry date.

    The Card shall be valid for a 3 years period from the date of purchase, regarding the physical card or from the date of date of dispatch of the virtual card by PULL&BEAR to the intended recipient thereof.

    What is the activation code?

    Only physical and virtual cards purchased on the PULLANDBEAR.COM online store have an activation code. This code corresponds to the last four digits of your mobile phone number. This information is provided to us by the buyer when purchasing the Giftcard.

    Gift Receipt

    What is a gift receipt?

    It is a receipt included in the orders you ship to other people as gifts that does not show the amount of the purchase. It is fully valid for exchanges and returns.

    You can select it from the shopping bag.

    How can I place an order and receive a gift receipt?

    You can request a gift receipt by checking this option in the shopping bag, as long as you have not begun to process the order.

    Keep in mind that the order will only include the gift receipt and not a copy for the buyer.

    Can I request a gift receipt after finalising an order?

    No, you can only get a gift receipt if you request it before processing the order.

    How do I return items purchased using gift receipt?

    When you make a return with a gift receipt you will receive a voucher for the amount of the return.

    This voucher is valid at physical Pull&Bear stores and the PULLANDBEAR.COM online store.

    How is the amount of the order reimbursed?

    A virtual gift card is generated and printed on the return slip.

    Can I exchange an item I have received as a gift?

    You can exchange it for the same item in another size or colour at any Pull&Bear store in the market where the original item was purchased. For more information “click here”

    How can I request a home pick-up or postal return of an item I received as a gift?

    You will have to contact our customer service department so we can organise a home pick-up. Remember that you can also go to any Pull&Bear store in the market the item was purchased.

    Contact us // Customer Service

    How can I contact Pull&Bear Customer Service?

    You can contact us with any questions related to online sales through the following channels:

    Telephone:

    E-mail: contact@pullandbear.com

    Through our contact form

    For questions related to Pull&Bear stores:

    Telephone: 900 811 822

    Through our contact form

    Customer service hours: Monday to Friday, from 9:30 to 18:30

    How can I file an online complaint?

    First contact our Customer Service department so we can try to help you with whatever you need.

    Finally, if you wish you can file an official complaint form.

    How can I file a complaint about a store?

    You can write to us using the "Stores and company" online form, which you'll find in the menu at the bottom our website.

    How can I suggest improvements?

    You can send us your suggestions using the contact form, which you'll find in the menu at the bottom our website. We would be happy to receive your comments!

    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.

    Item availability

    How can I find out if an item is available?

    To find out if an item is available on the online store simple enter the reference number into the search engine on our website.

    What if I don't have the reference number?

    We need the reference number because due to the large quantity of items and frequent updates, it would be very difficult for us to identify the exact item in question without it.

    We encourage you to take a look at our collections and social media profiles to see if you can find the item and its reference number.

    If ultimately you are not able to locate the reference number we invite you to send us a photo by e-mail so that the corresponding department can make the necessary verifications to answer your question.

    How can I use the scan feature on the App?

    Simply open the application and scan the tag of a Pull&Bear item. You will be directed to the page on PULLANDBEAR.COM where you can purchase the product.

    Are items from past seasons available?

    No, only items from the current season are available.

    You can, check out one of our outlet stores:

    THE STYLE OUTLETS GETAFE

    Río Guadalquivir, 28906 Getafe, Madrid

    +34 916918613

    SEVILLA FACTORY AEROPUERTO

    Polígono industrial Los Espartales, 41309 La Rinconada, Sevilla

    +34 954511926

    FACTORY VILA DO CONDE

    Avenida Fonte Cova, 4485-592 Vila do Conde, O Porto

    +351 229260658

    ALCOCHETE

    Avenida Euro 2004 Estrada Nacional 199 KM 1.5, 2890-186 Alcochete, Setúbal

    +351 212340342

    Where can I find a size guide?

    On product pages you can find a size guide to the right of each photo. We encourage you to check our "Size Guide" section If you are nevertheless still having doubts, contact our Customer Service department.

    How can I find out the length of a pair of trousers?

    All our trousers have more or less the same length. For men they are designed for 1.85 metres in height and for women 1.72 metres.

    I would like more information about composition and care tips for an item.

    No problem! You can contact our Customer Service department and tell us the reference number.

    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.

    Modifications to information and orders

    How can I modify my account login information?

    To change your login information you have to first log into your account. In the section "Login details" you can change the password and e-mail address linked to your user account.

    How can I modify the default delivery address on my account?

    You have to first log into your account, then in the "Address book" section you can add new addresses or change or delete existing ones.

    You can also modify the address in the "Shipping" step of the purchase process, but the changes you make there will not be saved for future purchases.

    Can I modify the delivery method or store for my order?

    It is not possible to modify the delivery method for a completed order. If it has not left the warehouse yet, you may cancel it and make a new purchase with the correct delivery method. Be aware that in the meantime some of the items may have sold out.

    Can I add, delete or change items in a completed order?

    It is not possible to modify the content of completed orders. If it has not left the warehouse yet, you may cancel it and make a new purchase. Be aware that in the meantime some of the items may have sold out.

    What do I do if my account is disabled?

    Accounts are automatically disabled when incorrect login details are entered too many times. To log back in you have to contact our Customer Service department.