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, kids, footwear) 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 delivery and check that the shipping and billing addresses are correct.

07.

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

08.

Confirm the order. Authorize payment.

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, Mexico, 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?

NO. However 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 ( only if the order hasn´t left our warehouse).

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: .

Payment

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

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?

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?

It can be sent to an address selected by you (home, work, etc. - never a PO Box or hotels) 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.

      What is the store delivery process?

      If you have chosen store delivery, we will send you a text message when your order has arrived (you will have 10 days to collect it).

      If you have chosen store delivery, we will send you a text message when your order has arrived.

      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 4 calendar days from the date you receive the SMS notifying their arrival.

      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.

      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.

      Shop online and pay in-store (COD)

      HOW CAN I FIND OUT THE STATUS OF AN ONLINE ORDER PAID IN-STORE (COD)?

      Once the purchase has been made online, you’ll receive an SMS/email informing you of the status of your order.

      HOW CAN I MAKE A RETURN?

      If the order was paid for in store, then the return can only be made in store. If the order was delivered to your home address, you can return it via the usual methods: home collection, postal return or in-store return. For the last option, take the item(s) you want to return, along with 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?

      It depends on the return method. Home collection and postal return: you’ll receive the refund amount via bank transfer or via the Russian Post, respectively. In store you’ll receive the amount via the original payment method.

      HOW CAN I MAKE A RETURN?

      Home collection and in store. For the latter option, take the item(s) you want to return, along with 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?

      It depends on the return method. Home collection: you’ll receive the refund amount via bank transfer. In store you’ll receive the amount via the original payment method.

      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.

      When I place an order to be paid for in-store, can I try the clothes on before paying?

      No. Before trying on the clothes you must pay for the order at the cash desk. Once you’ve paid, you can try on the items at the store, and if they’re not right you can return them immediately.