ENTORNO DE PRUEBA / TEST ENVIRONMENT

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 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 or American Express.

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), Spain, France (except overseas regions and territories), Italy (except San Marino, Laviano, Campione d´Italia and Lake Lugano), the Netherlands, Portugal, United Kingdom, Sweden, Denmark, Ireland, Belgium, Poland, Austria, Monaco, Greece, Luxembourg, Romania, Switzerland and the USA.

How many languages is it possible to browse in?

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

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.

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 as 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 condition 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, to see to your demands and provide information on the 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?

No, 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).

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.

      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.

      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.

      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.

      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.

      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.