How to buy

Shopping on pullandbear.com is very simple.

You just have to follow these steps:

01.

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

02.

Select the item(s) that you are interested in. By clicking on the pictures, you can enlarge the photo to view the item from all angles, as well as learn about its composition, available sizes, item number and price.

03.

Add item(s) to your cart. After that, you can choose whether to continue shopping or place an order.

04.

Register or start placing an order from a guest account.

05.

After you entering your data, please check if it is correct and click "Confirm".

06.

Choose a delivery method: to one of the Pull&Bear stores, pick-up point or standard home delivery. Please, make sure the delivery address is correct.

07.

Choose a payment method: Visa, MasterCard, American Express or upon receipt (card or cash).

08.

Confirm the order.

09.

You will receive an e-mail confirming your order.

FAQs

In which markets is it possible to shop online?

At the moment you can place your order in Germany (except Helgoland Island and Büzingen), Austria, Belgium, Denmark, Spain, Andorra, USA, American Samoa, France, Greece, Ireland, Italy (except Liviano, Campione d'Italia and Lake Lugano), Vatican, Luxembourg, Monaco, Netherlands, Poland, Bulgaria, Portugal, Great Britain, Anguilla, Sweden, Switzerland, China, Angola, Antigua and Barbuda, Australia, Barbados, Belize, Benin, Botswana, Brazil, Brunei, Burkina Faso, Cambodia, Cameroon, Canada, Cape Verde, Chad, Chile, Congo, Côte d'I uare, Croatia, Curacao, Czech Republic, Djibouti, Dominica, East Timor, Fiji, Finland, Equatorial Guinea, Estonia, French Guiana, Polynesia, Gabon, Gambia, Ghana, Greenland, Grenada, Guadeloupe, Guyana, Hungary, Iceland, Israel, Japan, Kenya, Kiribati, South Korea, Latvia, Lesotho, Liberia, Lithuania, Malawi, Mali, Mauritania, Mexico, Micronesia, Mozambique, Namibia, Nauru , New Caledonia, New Zealand, Nigeria, Niue, Norway, Pakistan, Palau, Papua New Guinea, Reunion, Romania, Russia, Rwanda, Saint Kitts and Nevis, Saint Lucia, Sint Maarten, Saint-Pierre and Miquelon, Saint Vincent and the Grenadines, Samoa, San Marino, São Tomé and Príncipe, Senegal, Sierra Leone, Slovakia, Slovenia, South Africa, Saint Barthélemy, Saint-Marten, Suriname, Swaziland, Tanzania, Togo, Tokelau, Tonga, Trinidad and Tobago, Turkey, Tuvalu, Uganda, Vanuatu, Zambia, Zimbabwe, the Bahamas, Bermuda, Maldives, Seychelles, Marshall, Faroe, Northern Mariana, Solomon, Cayman Islands, American and British Virgin Islands, Cook Islands, Turks and Caicos Islands, on Saint Helena Island, in Aland Islands, on Cocos Island, in Canary, Comoros Islands, on Bonaire, Sint Eustatius and Saba, Guam, Guernsey, in Haiti, on Jersey, Jamaica, Madagascar, in Malta, Martinique, Mauritius, Mayotte, Montserrat, on South Georgia and the South Sandwich Islands, in Sri Lanka, on Wallis and Futuna.

How many languages is it possible to browse in?

The PULLANDBEAR.COM browsing languages are: Hebrew, Spanish, English, German, Dutch, Danish, Swedish, Polish, Bulgarian, Romanian, Slovak, Slovenian, Croatian, Estonian, Czech, Russian, Lithuanian, Latvian, Portuguese, Chinese, French, Greek, Italian, Turkish, 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 is any difference between the price in the online store and the price indicated on the item’s tag, the price indicated in the sales receipt issued by the cashier should be considered correct.

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

If an item is out of stock, you can request that we let you know when it will be replenished. This can be done by clicking on the envelope icon on the page of the product you need. In the event that the product's stock is replenished within 15 days after your request is registered, we will notify you by e-mail. If the stock is no longer replenished, we will remove the item from the site.

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

Yes. However, we do not guarantee this if the products you ordered are partially or fully made by hand. In this case, there may be slight differences in color, shape, etc.

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 clicking on "Newsletter" section in your user account.

CAN I UNSUBSCRIBE TO THE PULL&BEAR NEWSLETTER?

You can easily cancel your subscription by clicking on the "Newsletter" section in your user account. Fill in the details and select "Send".

How do I recover my forgotten password?

When entering your account, click on the “Did you forget your password?” button, enter the e-mail address that you used to register, and follow the instructions below.

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

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

How can I learn about the status of my order?

Click on the "ORDERS" section in "Your orders" section in your user 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 in the "Your orders" section in your user account. If you are unable to do so yourself, please contact our customer service.

What should I do if I receive a faulty item?

You can always apply for a refund at any store convenient for you, drop-point or through a courier.

What should I do if I receive an incorrect item?

If you received a 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 do this by calling , writing an e-mail to contact.ru@pullandbear.com or through our chat service.

Can I open the order before paying for it?

Unfortunately, try-on before payment is not possible. However, you can easily make a return at the store, pick-up point, from your home, if the item(s) did not suit you for some reason. We draw your attention to the fact that the courier who delivers the order does not make a return.

Can I place an order by phone?

No. You will have to place the order on the website or in the app.

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 shop Tax free?

Yes, in stores marked with the "Tax free" sticker. You can also check by phone whether Tax Free shopping is possible in a particular store. You will find all the necessary contacts in the section “Store locator” at the bottom of the main page of the site.

Shipping

How long will my order take to arrive?

The shipping usually takes from 1 to 7 days. It may vary depending on the delivery address, what time you make your purchase and item availability.

At the time of processing your purchase, we will show you the available shipping methods, the cost and the delivery date of your order.

Delivery options:

    The time frames shown above will be extended for remote areas.

    It is possible that your order be dispatched from different logistics centers. If this happens, we'll let you know by email which items you will receive in each shipment.

    HOW MUCH ARE THE SHIPPING COSTS?

    For orders over 2000 rub delivery is always free throughout the whole Russia.

    If the order is below 2000 rub these shipping costs apply:

      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.

      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:

      • Enter a location (for instance: post code, address, city, etc.)
      • Locate the Drop Point most convenient for you and click on the SELECT button to add it as a pick-up point.

      Returns

      WHAT ARE THE TYPES OF RETURN?

      You can choose one of 3 options to return items ordered online:

      Pull&Bear store

      You can return your order at any Pull&Bear store located in the same country / region where the purchase was made. *

      *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.

      Required documents:

      • If the order was paid for in a store:

        • Passport of the person who paid for the order;

        • Purchase receipt;

      • If the order amount was paid to the courier or at a drop point:

        • Passport of the person who paid for the order;

        • Invoice (located inside the box with the order);

      • In case of prepayment of the order via the Internet:

        • Passport of the person who paid for the order;

        • Invoice (located inside the box with the order);

      To register a return in the store, you do not need to create a return request on the website or in the application. Just come to the store.

      Dear customers, 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.

      If you didn’t save your invoice

      Log in to the website with your username and password. In the description of the order you want to return, you can download the invoice. Print it out and attach it to your items for return.

      If you didn’t save a cash receipt (when paying in a store)

      You need to come to the same store where you paid for your online order, inform the cashier about the purchase date and payment method. A cashier will help you restore the cash receipt.

      Find your closest store here.

      From home address

      1. Log in to the website with your username and password.

      2. Create a return request in "My orders" section and choose the "courier" method.

      3. Put items which you want to return in the same box / bag in which they were shipped.

      4. Attach the required documents:

      • Filled in 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 more than 15,000 RUB);

      5. Give the parcel to the courier

      Dear customers, this is the minimum set of documents required to return an item. If at least one of them is missing, the refund cannot be made due to conditions beyond our control.

      If you didn’t save the original packaging

      You can use any other packaging to return items. Make sure the bag is properly closed to avoid losing items.

      If you didn’t save your invoice

      Log in to the website with your username and password. In the description of the order you want to return, you can download the invoice. Print it out and put it in the box.

      Drop Point

      1. Log in to the website with your username and password

      2. Create a return request in the section "My orders" and choose the method “Drop-off “

      3. We will send you a code by e-mail, which must be entered in postamate at any Pickpoint office.

      4. Put items which you want to return in the same box / bag in which it was shipped.

      5. 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);;

      6. Return the parcel at any PickPoint office near you. Find the nearest office

      Dear customers, this is the minimum set of documents required to return a product. If at least one of them is missing, the refund cannot be made due to conditions beyond our control.

      If you didn’t save the original packaging

      You can use any other packaging to return items. Make sure the bag is properly sealed to avoid losing items.

      If you didn’t save your invoice

      Log in to the website with your username and password. In the description of the order you want to return, you can download the invoice. Print it out and put it in the box.

      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 get a copy of my purchase receipt?

      If you have an account, log in with your username and password. In the order details for the item(s) you wish to return, you will have the option to download the e-receipt.

      If you placed your order as a guest, you can access the receipt from the order confirmation email.

      HOW LONG IS THE RETURN PERIOD?

      The return period is 30 calendar days from the date of shipment of the order from the warehouse (status "in transit"), or the date of purchase in a physical store.

      DO I HAVE TO PAY FOR RETURNS?

      No, returns on pullandbear.com are always free as long as they are requested through the means provided by Pull&Bear.

      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.

      WHAT SHOULD I DO IF THE RETURN AMOUNT IS INCORRECT?

      In this case please contact our customer service 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?

      Unfortunately, the shipping costs are non-refundable.

      Exchanges

      Can I exchange my products?

      Unfortunately, exchanges are not possible, however, you can always return the item(s) and make a new order, or a new purchase. You can find more detailed information about the terms, conditions and the necessary documents for processing a return in the corresponding section.

      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.