ENTORNO DE PRUEBA / TEST ENVIRONMENT
Exchanges and returns of online purchases Returns of online purchases How can we help you?
How to return items Here's how to return an item
Processing a return Request your return here
Return with a gift receipt Do you want to return a gift? Find out more here!
Refund Conditions for refunding your return
Exchanges How to exchange your purchase
How to make a return
General Terms and Conditions You can return one or more items up to 30 days after the delivery date of your order. Items must be in perfect condition and still have all labels. You can return your orders free of charge. The cost for the return is XX. Are shipping costs refunded?
If you return an order in full within 14 days of purchase, we will refund you the shipping costs equivalent to a standard order.
No, the shipping costs are not returned in any case.
Where can you return your order?
In Pull&Bear stores
At a drop point
At any post office
From home
Do you have any further questions? FAQs
INITIATING A RETURN
Processing a return
If you are a registered customer If you have made your purchase with a Pull&Bear account, access your orders and request a return. INITIATING A RETURN
If you are a guest customer If you have made your purchase without registering, enter the email and telephone number you used to make the purchase, which you will find in the order confirmation email, and you will then receive a code on your phone. Enter it to access your orders and request a return INITIATING A RETURN
FAQs
How can I return items purchased in a physical store? Items purchased in a physical store can only be returned at a physical store (at any of our stores in the same country where the purchase was made). The option of a return at a drop point is only available for online purchases. The option of a return with home collection is only available for online purchases. The home collection and drop point returns are only available for online purchases.
How can I make a return if I made an iPod purchase in-store? Only in a physical store. Take the items you want to return and the receipt to any Pull&Bear store in the same market where you made your purchase.
Do I need to request a return to a drop point? Yes, remember that if you want to return to a drop point, you have to complete the return request through our website/app and follow the steps that we indicate to you.
Can I modify or cancel a return request? If you wish to modify or cancel your return request, please contact us so that we can arrange it.
Returns in Pull&Bear stores
How to make a return at a store.
  • For in-store returns, you do not need to submit a return request on the website/app.
  • All you have to do is go to the store with the items you want to return and present your receipt at the till.
  • To check the status and opening hours of our stores, click here.
How can you access your purchase receipt?
How can you access your purchase invoice?
  • Your purchase receipt is included in the order dispatch email. (It's the QR code).
  • If you have made a purchase as a registered user, because you have a pullandbear.com account, you will also be able to download your receipt from "My Account":

    • Log in with your username (email) and password.
    • Once you have logged in, go to "My Account" > "My Purchases" > select the order containing the item you wish to return and click on "Download QR".
    • Once you have logged in, go to "My Account" > "My Purchases" > select the order containing the item you wish to return and click on "Download invoice".

Required documents: If the order amount was paid to the courier, at a drop point or via the Internet:
  • Passport of the person who paid for the order.
  • Invoice (located inside the box with the order).
This is the minimum set of documents required to process money refund. If at least one of them is missing, the refund cannot be made due to conditions beyond our control. Orders can be returned at any brand store in the Russian Federation, except SC Galereya in St. Petersburg. In this mall, only orders purchased in this mall can be returned.
Returns at post offices Returns at a drop point
If you are a registered customer
  • Go to "My Account" > "My Purchases" > select the order containing the item you wish to return and click on "REQUEST RETURN".
  • Mark the item(s) to be returned and the number of boxes.
  • Wrap the items securely. If you have kept the original packing, you can reuse it; if not, please find another one you can use.
  • Once you have completed the process, you will receive an email with a label attached, which you have to print and stick on the box/bag containing your return.
  • Once you have completed the process, you will receive an email with a barcode, which you will need to show at your local Correos branch.
  • Once you have completed the process, you will receive an email with a QR code that you must show at your DHL drop point.
  • Once you have completed the process, you will receive an email with a QR code, which you will need to show at your Royal Mail drop point.
  • Once you have completed the process, you will receive an email with a barcode, which you will need to show at your drop point.
  • Once you have completed the process, We will send you a code by e-mail, which must be entered in postamate at any Pickpoint office.
  • You do not need to print anything; you will only be asked to display it on your mobile phone.
Please, attach the required documents:
  • A completed and signed Return Application. (required for all returns);
  • Invoice (located inside the box with the order);
  • A copy of the passport of the person who paid for the order (required only if the refund amount is> 15,000 RUB);
INITIATING A RETURN
I am not registered, I made a purchase as a guest You can request a refund from the link you will find in the order tracking email, or by clicking on INITIATE RETURN.
  • Once you have completed the process, you will receive an email with a label attached, which you have to print and stick on the box/bag containing your return.
  • Once you have completed the process, you will receive an email with a barcode, which you will need to show at your local Correos branch.
  • Once you have completed the process, you will receive an email with a QR code that you must show at your DHL drop point.
  • Once you have completed the process, you will receive an email with a QR code, which you will need to show at your Royal Mail drop point.
  • Once you have completed the process, you will receive an email with a barcode, which you will need to show at your drop point.
  • Once you have completed the process, We will send you a code by e-mail, which must be entered in postamate at any Pickpoint office.
  • You do not need to print anything; you will only be asked to display it on your mobile phone.
Remember to wrap the items securely. If you have kept the original packing, you can reuse it; if not, please find another one you can use. INITIATING A RETURN
Please remember that you must deposit the items to be returned at any post office with sufficient time in advance for us to receive your return within 30 days from the date you received your order. Please remember that you must deposit the items to be returned at a DHL drop point with sufficient time in advance for us to receive your return within 30 days from the date you received your order. Please remember that you must deposit the items to be returned at a drop point with sufficient time in advance for us to receive your return within 30 days from the date you received your order.
Home returns
If you are a registered customer
  • Go to "My Account" > "My Purchases" > select the order containing the item you wish to return and click on REQUEST RETURN.
  • Mark the item(s) to be returned and the number of boxes.
  • Wrap the items securely. If you have kept the original packing, you can reuse it; if not, please find another one you can use.
  • Once you have successfully completed the process, you will receive an email confirming that we have received your return request.
  • A courier will collect your parcel from the address of your choice within 24-48 working hours. You don’t need to print anything.
Please, attach the required documents:
  • A completed and signed Return Application. (required for all returns);
  • Invoice (located inside the box with the order);
  • A copy of the passport of the person who paid for the order (required only if the refund amount is> 15,000 RUB);
INITIATING A RETURN
I am not registered, I made a purchase as a guest You can request a refund from the link you will find in the order tracking email, or by clicking on INITIATE RETURN.
  • Once you have successfully completed the process, you will receive an email confirming that we have received your return request.
  • A courier will collect your parcel from the address of your choice within 24-48 working hours. You don’t need to print anything.
  • Remember to wrap the items securely. If you have kept the original packing, you can reuse it; if not, please find another one you can use.
INITIATING A RETURN Please remember that you must arrange home collection with sufficient time in advance for us to receive your return within 30 days from the date you received your order.
Returning a gift order
How can I make a return with a gift receipt? Useful information concerning returns of purchases made with a Gift Receipt and how the refund will be made in each case:
1. I only have the gift receipt If you want to return the order and you only have the GIFT RECEIPT (the receipt you received inside the box containing your order), the amount of the refund will be made on a VOUCHER, which you can use to make purchases of any kind on pullandbear.com or in Pull&Bear stores in the country in which the VOUCHER has been issued. If you want to return the order and you only have the GIFT RECEIPT (the receipt you received inside the box containing your order), the amount of the refund will be put on a VOUCHER which you can use both in online stores and in physical stores of any of the Inditex Group brands: Pull&Bear, Zara, Massimo Dutti, Bershka, Stradivarius, Oysho, Zara Home and Uterqüe, and at physical stores of Kiddy’s Class and Lefties, as long as they are in the country in which the VOUCHER has been issued. You can return the item to your nearest Pull&Bear store by presenting your GIFT RECEIPT or by clicking below to return the item online. INITIATING A RETURN
2. I also have the purchase receipt If you or the person who made the purchase would like to receive the refund via the same payment method used to make the purchase, these are the options available to you:
  • Return at a physical store: you will need the PURCHASE RECEIPT that is included in the order dispatch email that the person who made the purchase on our website will have received.
  • Return with home collection: Request the return with the same details that were used to place the order and we will make the refund to the account of the person who made the purchase within the established deadlines.
  • Return at drop point: Request the return with the same details that were used to place the order and we will make the refund to the account of the person who made the purchase within the established deadlines.
  • Returns at any post office: Request the return with the same details that were used to place the order and we will make the refund to the account of the person who made the purchase within the established deadlines.
  • Return with drop point or by home collection: Request the return with the same details that were used to place the order and we will make the refund to the account of the person who made the purchase within the established deadlines.
INITIATING A RETURN
Refund
How and when will I receive my refund? The refund for your return will be made via the same payment method you used for your purchase. 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. If you still do not receive your refund within 14 days of receiving confirmation of your return from us, please contact your bank or credit card company.
Please note that if you paid with Klarna, the refund process for your return will be in accordance with the T&Cs for Klarna's payment method, and you will receive the refund amount in the corresponding settlement.
The Multibank refund is carried out by bank transfer. After requesting the refund on our website, you will receive two emails with all the information and steps to follow, so that you can access the Worldpay portal and add your bank details.
We recommend that if you need to return more than one item from the same order, you do so in a single return. If you have a return in progress, you will have to wait 14 days until you receive the emails with the links you will need to process the second return.
How will my money be refunded? After the return is carried out, you will receive its amount in the same way that the purchase was made (in the case of an online order, this can be either a return to the card or a postal transfer). Please note that the direct transfer of money to a card or account occurs within 1 to 14 days from the date when the return is completed in the warehouse and depends on your bank. You will receive a corresponding notification once the return is completed.
Exchanges
How can I exchange an item? Exchanges and returns of your online purchases are free of charge. You have 30 days from the delivery date of your order to exchange your Pullandbear.com purchase. You can only change the size or colour of your items in our Pull&Bear stores (as long as they are in the same market in which the purchase was made), and as long as we have stock available in store. You will need to present the receipt. If you wish to exchange one of the items from your purchase for another different item, you will not be able to do so in the same transaction:
  1. Return the items you would like to exchange and you will receive the refund. Check how to return items here.
  2. Make a new purchase with the new items.
Remember that to make any exchange or return, the items to be exchanged must be in perfect condition and have all their labels.
How can I exchange something? Exchanges and returns of your online purchases are free. If you want to exchange any or all of the items from your purchase, you will not be able to do so as part of the same process, you must first return the item:
  1. Return the items you would like to exchange and you will receive the refund. Check how to return items here.
  2. Make a new purchase with the new items you want to buy.
Remember that to make any exchange or return, the items to be exchanged must be in perfect condition and have all their labels. You have 30 days from the delivery date of your order to return your Pullandbear.com purchase.

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