How to buy

Shopping at PULLANDBEAR.COM is very easy.

Just follow these steps:

01.

Choose the section (woman, man) and then the family (product type).

02.

View the product/s you are interested in and click on the photograph to zoom in and see every detail and the products’ back, composition, available sizes, reference code and price.

03.

Select an item of clothing and add it to your basket. You can then choose to carry on shopping or to process the order.

04.

If you wish to continue shopping, repeat the process but if you wish to process the order, log in.

05.

Once you have entered your details, check that they are correct and click on “Process order”.

06.

Choose whether you want to collect your order from one of our Pull&Bear stores or receive it via standard or express delivery and check that the shipping and billing addresses are correct.

07.

Select a payment method: Visa, Visa Electron, Mastercard, American Express, Affinity Card, Pay Pal, GiftCard...

08.

Confirm the order.

09.

You will receive an email confirming your order.

FAQs

In which markets is it possible to shop online?

At the moment you can place your order in Germany (except Heligoland and the town of Büsingen), Austria, Belgium, Denmark, Spain, France (except overseas regions and territories), Greece, Ireland, Italy (except San Marino, Laviano, Campione d´Italia and Lake Lugano), Luxembourg, Monaco, the Netherlands, Romania, Poland, Portugal, United Kingdom, Sweden, Switzerland and the USA.

How many languages is it possible to browse in?

The PULLANDBEAR.COM browsing languages are: Spanish, English, German, Polish, Portuguese, French, Italian, Dutch, Romanian, Basque, Galician and Catalan.

Which languages is it possible to request customer service in?

Our customer service is currently available in the following languages: Spanish, English, German, French, Italian, Polish, Dutch and Romanian.

Are the online store prices the same as those in my usual Pull&Bear store?

Yes, but if there are any differences between the prices shown on the site and the price tags of the garments, the correct price will always be that marked on the price tag.

Will we restock the ítems which are ‘sold out’?

If an item is sold out, you can request us to inform you when we restock it. If this item is available before 15 days, you will receive an e-mail with the information. If this item is out of stock, we will remove it from our web.

Will I receive the same product that I see in the photo?

Yes, except in the case of products which are handcrafted in which there may be slight differences in the final product.

Is it possible to receive periodic information via email about Pull&Bear’s latest new products and offers?

Yes. By simply clicking on "NEWSLETTER" you will receive information on Pull&Bear’s latest products, lookbook and events.

Can I cancel my Pull&Bear Newsletter subscription?

You can easily cancel your subscription by clicking on the "NEWSLETTER" menu. Fill in the details and select "SEND".

How do I recover my forgotten password?

If you have forgotten your password, you can recover it in the "YOUR ACCOUNT" section. You will receive an email with your new password.You will have to submit a new password containing at least eight characters, capital letters, lower case letters and numbers.

How can I be sure that I've made my purchase correctly?

Once you have placed your order, you will receive a confirmation email. If you do not receive an email, contact our customer service.

Can I know which is the status of my order?

Yes. Click on the "ORDERS" section in "YOUR ACCOUNT" and you will be able to track your order in real time.

Can I remove items from my order?

Yes. You can delete any unwanted items from your shopping bag as long you haven’t processed your order.

Can I cancel my order?

Yes. You can cancel your order from the "ORDERS" menu in your account.

What should I do if I receive a faulty item?

PULLANDBEAR.COM only sells items in perfect conditions so, in the rare event of receiving a faulty item, you can contact our customer service.

What should I do if I receive an incorrect item?

If you were to, accidentally, receive an item that you did not order, please contact our customer service.

Is my personal information treated as confidential?

All the information you share with us is treated in a private and confidential way within the Inditex Group for the development, compliance and fulfilment of the contract of sale, (purchase and sale contract ) to to meet your demands and provide information about our products. Check all the details in our Privacy Policy.

How can I contact the Customer Service department?

You can share any queries or comments by calling or by contacting us through our chat service via the following link: .

CUSTOMISED PRODUCTS

You have the option of adding customised texts to some of our products. To make them easy to identify, the word ‘customisable’ will appear in the product name.

If the word you want isn’t available, we’ll let you know during the purchasing process of the garment.

Once you’ve completed your order, the text cannot be modified.

These items cannot be exchanged or returned, as they have been customised.

Payment

What payment method can I use to make my purchase?

Why might my credit card be refused?

Your credit card may be refused for any of the following reasons:

- The card may have expired. Check that your card is still valid.

- You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

- You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

Can I include my company’s details on my invoice?

Yes. Simply click on the business option in personal details and fill in the tax information we require.

Can I order Tax-free?

NNo, as Tax Free only applies to products bought in store and which you transport.

Is it safe to use my credit card on the website?

Yes, the data is transmitted SSL-encrypted. For payments with Visa and Mastercard only SET transactions (secure electronic transactions) are accepted. After verifying that the card is included in the SET system, the system will contact the card-issuing bank to enable the buyer to authorize the purchase. When the bank confirms the authenticity, the payment will be charged to the card. Otherwise the order will be cancelled.

Shipping

Where can I receive my order?

It can be sent to an address selected by you (home, work, etc. - never a PO Box) or to the Pull&Bear store of your choice.

Can the delivery market be different from the purchase market?

No. The delivery market must always be the same market in which the purchase was made.

How long will my order take to arrive?

    How much do I pay for delivery service?

      Can I know which is the status of my order?

      Yes. Click on the orders section in "YOUR ACCOUNT" and you will be able to track your order in real time.

      What is the home delivery process?

      If you have chosen home delivery, we will send you an email confirming that your items have been dispatched (when your order leaves the warehouse), another with the tracking number (with a link to the courier's web page) and finally the courier will send you a text message or email to inform you of your delivery.

      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.

      Home returns

      A courier will pick up the items you want to return from your chosen address.

      DO YOU WANT TO RETURN AN ONLINE ORDER?

      To start the returns process, click here

      EXCEPTIONS AND SPECIAL CONDITIONS

      Some of our items, which are detailed below, must meet the following conditions in order for your return to be processed:

      • Swimwear: must include the hygiene sticker or security seal.
      • Underwear: cannot be exchanged or returned without the original packaging, except for tops and bodysuits.
      • Underwear: cannot be exchanged or returned, except for tops and bodysuits.
      • Packs: packs of products (containing more than one item) are considered to be one item, so their packaging may not be opened and they may not be returned partially or individually.
      • Accessories: must be returned with the original packaging intact.
      • Fragrances: must be returned in the original, sealed packaging.
      • Cosmetics: must be returned in the same packaging and in original condition.
      • Customisable items: Given that these garments are customised, it is not possible to exchange or return them. It is also not possible to cancel purchases of items in a customised colour.
      • CDs, DVDs and vinyls: these must be returned with their original packaging intact.

      HOW CAN I MAKE A RETURN IF I MADE AN IPOD PURCHASE IN-STORE?

      Only in-store: Take the items you want to return, and the electronic or paper receipt, to any Pull&Bear store in the same market where you made your purchase.

      HOW CAN I MAKE A RETURN IF I SHOPPED ONLINE AND PAID IN-STORE (COD)?

      Only in-store: Take the items you want to return, and the electronic or paper receipt, to any Pull&Bear store in the same market where you made your purchase.

      WHAT HAPPENS IF I RETURN A PRODUCT PURCHASED ON PULLANDBEAR.COM WITH A PULL&BEAR GIFT CARD?

      The refund will increase the available balance on your gift card should the card exist at the time of the return. If for some reason it does not exist, the refund will be made via a Pull&Bear voucher which you can use both online and in the physical stores of any of the Inditex Group brands: Pull&Bear, Zara, Massimo Dutti, Bershka, Stradivarius, Oysho, Zara Home and Uterqüe; and at Kiddy’s Class and Lefties physical stores.

      CAN I RETURN A PHYSICAL GIFT CARD OR A VIRTUAL GIFT CARD PURCHASED ONLINE?

      Unused gift cards may be returned to the brand from which they were purchased within 30 calendar days from the date of purchase in the case of a physical gift card, or from the shipping confirmation date in the case of an e-gift card.

      If you make the return via PULLANDBEAR.COM, you do not have to send us the actual gift card. We will automatically cancel the gift card and you may destroy it.

      HOW LONG DO I HAVE TO MAKE RETURNS?

      The deadline for all returns is 30 calendar days from the delivery date.

      DO I HAVE TO PAY FOR RETURNS?

      Yes. The price of the return varies depending on your market and will be deducted from your refund. More info here.

      No, returns at PULLANDBEAR.COM are always free as long as they are requested through the means provided by Pull&Bear.

      HOW WILL MY MONEY BE REFUNDED?

      Once the return has been approved, you will receive the amount in the same method you used to make the purchase. Be aware that if you request a gift when placing the order, the reimbursement will be made through a voucher that you will receive along with the return slip. You can use this voucher at both the online and physical stores of any of the Inditex Group brands: Pull&Bear, Zara, Massimo Dutti,

      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 products?

      Yes. You have 2 options:

      1. You can exchange it in our physical stores:

      · For a different SIZE or COLOR, as long as it has the same cost, without the need of an additional payment and as long as they are in perfect conditions and we have available stock in store.

      · FOR A DIFFERENT ITEM, we will refund its cost through PULLANDBEAR.COM and you will be able to make a new purchase in store.

      2. From your home, if you request a return and then place a new order online.

      How long do I have to make an exchange?

      Exchanges must be made within 30 days from the delivery date.

      Can I exchange my items at any Pull&Bear store?

      Yes, as long as it is in the same market in which the purchase was made and has the section to which the product belongs (woman and/or man).

      Technology

      Which internet browsers should I use to view the Pull&Bear web page correctly?

      The PULLANDBEAR.COM web page is optimized for viewing in Microsoft Internet Explorer 7 or above, Mozilla Firefox 3.5 or above, Google Chrome 6 and Safari 5 or above.

      You can install the latest versions of each browser via the following links:

      What screen resolution do I need?

      1.024 in width x 768 in height and above.

      Is it safe to shop on PULLANDBEAR.COM?

      Yes. You can shop with total peace of mind as we make every effort to ensure we have the resources that guarantee the security of your purchases and details.

      Gift card

      Where can I buy a Gift card?

      Both at online and physical stores of any of the Inditex Group brands: Pull&Bear, Zara, Massimo Dutti, Bershka, Stradivarius, Oysho, Zara Home and Uterqüe; and at Kiddy’s Class and Lefties physical stores. On the website, you can choose between a gift card (physical gift card) or an e-gift card (virtual gift card).

      Only at a physical Pull&Bear store.

      Where can I use a Gift card?

      You can use the card both at online and physical stores of any of the Inditex Group brands: Pull&Bear, Zara, Massimo Dutti, Bershka, Stradivarius, Oysho, Zara Home and Uterqüe; and only at Kiddy’s Class and Lefties physical 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:

      • Your Gift card 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 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.

      CAN I USE A GIFT CARD PURCHASED FROM PULL&BEAR AT ANY OTHER INDITEX GROUP STORE?

      Yes, you can use your gift card at all of the Group’s physical and online stores (Pull&Bear, Zara, Massimo Dutti, Bershka, Stradivarius, Oysho, Zara Home and Uterqüe; and only at Kiddy’s Class and Lefties physical stores)

      CAN I PAY FOR A PURCHASE AT PULL&BEAR WITH A GIFT CARD ACQUIRED AT ANOTHER INDITEX GROUP STORE?

      Yes, any gift card acquired at Inditex Group physical or online stores will be valid for purchases made at Pull&Bear.

      Ipod purchases in-store

      HOW CAN I FIND OUT THE STATUS OF AN ORDER PLACED FOR ME IN-STORE?

      Once the purchase has been made with the IPOD in-store, you’ll receive an SMS/email informing you of the status of your order.

      HOW CAN I MAKE A RETURN?

      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 AM I REIMBURSED FOR THE PURCHASE AMOUNT WHEN I MAKE A RETURN?

      You’ll receive your refund via the same payment method used to make the purchase.

      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 OFFER THE IPOD SALES OPTION?

      To find out at which nearby stores iPod ordering is available, contact our Customer Service department.

      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.