Shopping at PULLANDBEAR.COM is very simple.
You just have to follow these steps:
Choose the section (men, women) and the family (garment type).
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.
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.
If you want to continue shopping, repeat the process; when you are finished click on "Shopping cart" and then on "Process order."
Once you’ve entered your information, check that it’s correct and click "Confirm."
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.
Select a payment method:
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:
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?
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?
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: .
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.
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.
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 is a cash payment method that you can use at any of the OXXO establishments.
How do I use it at pullandbear.com?
You can make a return through any of our usual methods:
Why was my credit card declined?
Your card may have been declined for one of the following reasons:
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 firstname.lastname@example.org.
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.
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.
How much are shipping costs?
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:
WHAT ARE THE TYPES OF RETURN?
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.
Returns by post - free
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.
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:
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 reimbursement 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 date the order was delivered.
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.
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 payment 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.
Can I exchange my items?
You can exchange them at our physical stores:
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).
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.
Where can I buy a Gift card?
1. Both at online and physical stores of Pull & Bear. On the website, you can only purchase and use e-gift card (virtual gift card).
Only at a physical Pull&Bear store.
Where can I use a Gift card?
2. Both at online and physical stores of Pull & Bear. On the website, you can only use e-gift card (virtual gift card).
You can use it at physical Pull&Bear stores.
Can I use a Gift card in other markets than where it was purchased?
No, the gift card can only be used at physical and online stores of the same market in which it was acquired.
Where can I find the general terms and conditions for Gift cards?
In the GIFT CARD – GENERAL TERMS AND CONDITIONS menu.
What happens if I lose my Gift card?
Gift cards 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 Gift cards may not be reimbursed nor redeemed for cash.
Can I top up a Gift card?
No, the available balance may only be topped up if an item paid for with that Gift card is returned.
How can I use a Gift card at PULLANDBEAR.COM?
Select the "Gift card" payment method and enter the Gift card number (16 digits) and the CVV (3 digits).
How can I use an eGift Card received by e-mail at a physical store?
When paying at the till, you can show a print-out of the eGift Card or show it on your mobile phone.
How can I activate a Gift card 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 Gift card. This information is provided to us by the buyer when purchasing the Gift card. You can also activate it in the "Gift card – Activate Gift card” section.
Should I keep a used Gift card?
Yes, keep it for a month after your last purchase for return or exchange purposes.
How can I activate a Gift card?
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 "Gift card - Activate Gift card" section of our website. In both cases you will have to provide us with the activation code.
Why might my Gift card be declined?
Your Gift card may be declined for one of the following reasons:
Should I keep spent Gift cards?
Yes, keep them for a month following the last purchase for any future returns.
Can I send a message or text along with the Gift card to the person receiving it?
Yes. You can add a brief text to both physical Gift cards and eGift Cards.
Can I return a physical Gift card or an eGift Card 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 eGift Card sent.
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 can destroy it.
What happens if I return a product purchased on PULLANDBEAR.COM with a Pull&Bear Gift card?
The amount will be reimbursed by topping up the available balance on the Gift card as long as the Gift card 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 Gift card?
The amount will be reimbursed by topping up the available balance on the Gift card as long as the Gift card exists at the time of the return.
What Gift card amounts are available for purchase?
The minimum amount for a Gift card is and the maximum is . The final amount must always be a multiple of .
Do Gift cards 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 Gift card.
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 cart.
How can I place an order and receive a gift receipt?
You can request a gift receipt by checking this option in the shopping cart, 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’ll receive a voucher for the amount of the return.
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’ve 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”
No. In this case you have to return the item(s) and place a new order with the voucher card.
How can I request a home pickup 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.
Please, contact our Customer Service department.
How can I contact Pull&Bear’s Customer Service department?
You can contact us with any questions related to online sales through the following channels:
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!
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
SEVILLA FACTORY AEROPUERTO
Polígono industrial Los Espartales, 41309 La Rinconada, Sevilla
FACTORY VILA DO CONDE
Avenida Fonte Cova, 4485-592 Vila do Conde, O Porto
Avenida Euro 2004 Estrada Nacional 199 KM 1.5, 2890-186 Alcochete, Setúbal
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.
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.
How can I modify my account login information?
To change your login information you have to first log in to your account. In the section "Login details" you can change the password and email address linked to your user account.
How can I modify the default delivery address on my account?
You have to first log in to 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.