How to buy

Shopping on PULLANDBEAR.COM is very simple.

You just have to follow these steps:

01.

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

02.

Display the product(s) that interest you. With just one click you get expanded views of details and the back of the product, as well as composition, available sizes, reference number and price.

03.

Select a garment and add the item to your Shopping Bag. You can then choose to continue shopping or process the order.

You can also add the garment to your Shopping Bag directly from the image without having to enter the product detail page. Select the size and colour of the product(s) you want right from there. To process your order click on your Shopping Bag.

04.

If you want to continue shopping, repeat the process; when you are finished click on "SHOPPING BAG" and then on "PROCESS ORDER."

05.

Once you have entered your information, check that it is correct and click "Confirm".

06.

Choose if you want to pick up your order at one of our Pull&Bear stores or receive it by mail with one of the available shipping options (Standard, Express, etc.) and make sure the shipping and billing addresses are correct.

07.

Select a payment method: Visa, Visa Electron, Mastercard, American Express, Klarna Factura or PayPal.

FAQs

In which markets can I make purchases online?

You can currently purchase from Germany (except Helgoland Island and the city of Büsingen), Austria, Belgium, Bulgaria, China, Croatia, Cyprus, Czech Republic Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France (except the Overseas Departments and Territories), Greece, Hungary, Ireland, Italy (except San Marino, Liviano, Campione d'Italia and the waters of Lake Lugano), Latvia, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, Poland, Portugal, United Kingdom, Romania, Russia, Sweden and Switzerland.

What languages is the website available in?

PULLANDBEAR.COM is available in: Spanish, English, Dutch, German, Polish, Portuguese, French, Romanian, Chinese, Russian, Greek, Czech, Slovak, Croatian, Bulgarian, Latvian, Estonian, Lithuanian, Slovenian, Italian, Basque, Galician and Catalan.

What languages is customer service available in?

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

Are prices the same on the online store and at my local Pull&Bear store?

Yes, but if there are any discrepancies between the prices that appear on the website and those marked on garment tags, the correct price is always the one on the tag.

Will you restock items that are marked as "Sold out"?

If an item is sold out, you can request that we notify you when it is back in stock. If it becomes available again within 15 days we will send you an e-mail to let you know. If there is no more stock, we will remove it from the website.

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

Yes, except with artisan products where there may be a slight difference in the finish.

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 filling in the form that appears when you click on the icon, and you will receive information about the latest Pull&Bear items, articles and events.

You can find the form by clicking on NEWSLETTER in your user account or on the menu on our website.

Can I unsubscribe to the Pull&Bear newsletter?

There are several ways to unsubscribe.

a) Select "Unsubscribe" in the form in the NEWSLETTER section

b) You can access subscription settings in "MY ACCOUNT" by going to the NEWSLETTER section and unchecking the box. Click on ACCEPT to finalise the change.

c) At the end of every Newsletter you can unsubscribe by clicking on the link that appears, which will take you to a page where you have to enter your e-mail address and click UNSUBSCRIBE

d) Be aware that the Newsletter unsubscribe process may take 48 hours for the request to become effective.

How can I recover a forgotten password?

If you have forgotten your password, you can recover it from "LOGIN - Forgotten your password?" section You will receive an e-mail with a link to enter and confirm your new password. Your password must be alphanumeric with a minimum of 8 characters including at least one uppercase letter.

What do I do if I am not able to change the password?

Make sure that the password contains at least 8 characters and that you have entered at least one uppercase letter, one lowercase letter and one number. You are also not allowed to use a password that you have used before.

How can I make sure my purchase was made correctly?

Once you place your order you will receive a confirmation e-mail. If you do not receive the e-mail, contact our Customer Service department.

Can I find out the status of my order?

Yes. Go to the ORDERS PLACED section in MY ACCOUNT and you will see the real-time status of your order.

Can I cancel my order?

Yes. You can cancel your order from the ORDERS PLACED section of your account.

What should I do if I receive a faulty item?

PULLANDBEAR.COM only sells items in perfect condition, so in the exceptional case that you get a garment with some defect, contact our Customer Service department.

What should I do if I receive an incorrect item?

If by error you receive an item you did not order, contact our Customer Service department.

Is my personal information confidential?

All the information you share with us is private and confidential within Grupo Inditex and used to draw up, fulfil and carry out the purchase, attend to requests and provide you with information about products. Get all the details in our Privacy Policy.

How can I contact the Customer Service department?

You can send us your questions or comments through the contact form available on our website, by telephone 020797646 or by sending an e-mail to contact@pullandbear.com.

Do I have to register to make an online purchase?

In Sweden you can make an online purchase as a guest, without having to create a user account in the online store.

This purchasing option is also available on our App and mobile site.

At PULLANDBEAR.COM we recommend having a user account, as it will make shopping easier by saving an address book and your favourite stores. You also have a record of orders, returns and invoices.

Yes, in Sweden you have to register in order to complete a purchase.

To see the registration options available in other markets, check the local Pull&Bear online sales page for each case.

Payment

What payment methods can I use to make purchases?

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 amount limit 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 tickt 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.

Can I get the Tax Free Refund, or VAT return for tourists?

Yes, we apply the VAT return for tourists to online sales to 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.

Shipping

Where can I receive my order?

You can receive it at the address (home, work, but never a post office box) or Pull&Bear store of your choice.

Can the delivery market be different from the market of purchase?

No, the delivery market must always be the same as the market of purchase.

How long will my order take to arrive?

    How much are shipping costs?

      Can I track the status of my order?

      Yes, you can see the status of your order by going to the orders placed section of MY ACCOUNT.

      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.

      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.

      Returns

      What do I have to do to return an item?

      The simplest way to return an item is to go to a Pull&Bear store in the same market where the purchase was made. Garments must be in perfect condition and you must show the corresponding sales receipt. You may not return or exchange underwear items.

      If you prefer to have us pick the item up at your home, you can request a home return. After verifying the information, we will send you an e-mail to confirm the pick-up date.

      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?

      No. Returns at PULLANDBEAR.COM are always free. You can choose your preferred return method: return at Pull&Bear stores or return from home, using the return form available in the YOUR ACCOUNT / RETURNS section.

      How will I receive the return amount?

      Once the return has been approved, you will receive the amount in the same method you used to make the purchase.

      When will I receive the return amount?

      After the return is approved (items must be in perfect condition and have their inside labels), you will receive a confirmation e-mail 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.

      How can I return an order placed as a guest?

      To request the return of an order placed as a guest you have to open one of the notification e-mails we sent you: order confirmation, shipment confirmation, etc.

      Click on the "Order tracking" link. You will be redirected to our website. At the bottom right you will see the "Home pick-up" option. Click on it and fill in all your information.

      Once we approve the request we will send you a confirmation e-mail indicating when the carrier will come to pick up the order.

      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. Request a return with gift receipt

      PULLANDBEAR.COM reserves the right to reject returns that have been sent or reported to us outside the deadline, or garments that are not in the same condition in which they were received

      Exchanges

      Can I exchange my items?

      If you want to exchange your items, you have 2 options:

      1. You can exchange them at our physical stores:

      · FOR ANOTHER SIZE OR COLOUR, without any additional cost as long as the items are in perfect condition and there is stock in the store.

      · FOR A DIFFERENT ITEM, we will reimburse you the amount through PULLANDBEAR.COM and you can make a new purchase in the store.

      2. From home, if you request a return and make a new purchase online. If you choose home delivery for the new purchase, you must pay the shipping costs again.

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

      Yes, as long as the store is in the same market where the purchase was made and has the section the garment comes from (man and/or woman).

      How long do I have to make exchanges?

      The deadline for exchanges is 30 calendar days from the purchase date.

      Technology

      Which Internet browsers should I use to view the Pull&Bear website correctly?

      The PULLANDBEAR.COM site is optimised for viewing on Microsoft Internet Explorer 8 or higher, Mozilla Firefox 3.5 or higher, Google Chrome 6 or higher and Safari 5 or higher.

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

      What screen resolution do I need?

      1,024 width x 768 height or greater.

      Is it safe to shop on PULLANDBEAR.com?

      Yes. You can shop with peace of mind because we make great efforts to ensure the security of your purchases and your information.

      GiftCard

      Where can I buy a Giftcard?

      At any physical Pull&Bear store or at PULLANDBEAR.COM. On the website, you can choose between a Giftcard (physical gift card) or an eGiftcard (virtual gift card).

      Where can I use a Giftcard?

      You can use it at physical Pull&Bear stores and at PULLANDBEAR.COM.

      Can I use a Giftcard in markets other than where it was purchased?

      No, Giftcards may only be used in the stores and on the PULLANDBEAR.COM website in the market where they are purchased.

      Where can I find the general terms and conditions for Giftcards?

      In the GIFTCARD – GENERAL TERMS AND CONDITIONS menu.

      What happens if I lose my Giftcard?

      Giftcards 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 Giftcards may not be reimbursed nor redeemed for cash.

      Can I top up a Giftcard?

      No, the available balance may only be topped up if an item paid for with that Giftcard is returned.

      How can I use a Giftcard at PULLANDBEAR.COM?

      Select the "Giftcard" payment method and enter the Giftcard number (16 digits) and the CVV (3 digits).

      How can I use an eGiftcard received by e-mail at a physical store?

      When paying at the till, you can show a print-out of the eGiftcard or show it on your mobile phone.

      How can I activate a Giftcard 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 Giftcard. This information is provided to us by the buyer when purchasing the Giftcard. You can also activate it in the "Giftcard – Activate Giftcard” section.

      How can I activate a Giftcard?

      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 must be activated.

      You can activate a card two ways: in one of our physical stores when paying, or through the "Giftcard - Activate Giftcard" section of our website. In both cases you will have to provide us with the activation code.

      Why might my Giftcard be declined?

      Your Giftcard may be declined for one of the following reasons:

      1. Your Giftcard may not have a remaining balance.

      2. Something may have been entered incorrectly. Check that you have correctly filled in all the necessary fields.

      Should I keep spent Giftcards?

      Yes, keep them for a month following the last purchase for any future returns.

      Can I send a message or text along with the Giftcard to the person receiving it?

      Yes. You can add a brief text to both physical Giftcards and eGiftcards.

      Can I return a physical Giftcard or an eGiftcard 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 eGiftcard sent.

      If you make the return via PULLANDBEAR.COM you do not have to send us the actual Giftcard. We will automatically cancel the Giftcard and you can destroy it.

      What happens if I return a product purchased on PULLANDBEAR.COM with a Pull&Bear Giftcard?

      The amount will be reimbursed by topping up the available balance on the Giftcard as long as the Giftcard 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 Giftcard amounts are available for purchase?

      The minimum amount for a Giftcard is 200 SEK and the maximum is 5000 SEK. The final amount must always be a multiple of 5 SEK.

      Do Giftcards expire?

      Yes, they expire after 3 years.

      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 Giftcard.

      Gift Receipt

      What is a gift receipt?

       It is a receipt included in the orders you ship to other people as gifts that does not show the amount of the purchase. It is fully valid for exchanges and returns.

      You can select it from the shopping bag.

      How can I place an order and receive a gift receipt?

      You can request a gift receipt by checking this option in the shopping bag, as long as you have not begun to process the order.

      Keep in mind that the order will only include the gift receipt and not a copy for the buyer.

       Can I request a gift receipt after finalising an order?

      No, you can only get a gift receipt if you request it before processing the order.

      How are items purchased using gift receipts returned?

      The amount will be refunded to the original method of payment.

      Can I exchange an item I have received as a gift?

      You can exchange it for the same item in another size or colour at any Pull&Bear store in the market where the original item was purchased. For more information “click here”

      How can I request a home pick-up of an item I received as a gift?

      You will have to contact our customer service department so we can organise a home pick-up. Remember that you can also go to any Pull&Bear store in the market the item was purchased.

      Contact us // Customer Service

      How can I contact Pull&Bear Customer Service?

      You can contact us with any questions related to online sales through the following channels:

      • Telephone 020797646
      • E-mail: contact@pullandbear.com
      • Through our contact form

      For questions related to Pull&Bear stores:

      • Telephone 020797646
      • Through our contact form

      Customer service hours: Monday to Friday, from 9:30 to 18:30.

      How can I file an online complaint?

      First contact our Customer Service department so we can try to help you with whatever you need.

      Finally, if you wish you can file an official complaint form.

      How can I file a complaint about a store?

      You can write to us using the "Stores and company" online form, which you'll find in the menu at the bottom our website.

      How can I suggest improvements?

      You can send us your suggestions using the contact form, which you'll find in the menu at the bottom our website. We would be happy to receive your comments!

      Item availability

      How can I find out if an item is available?

      To find out if an item is available on the online store simple enter the reference number into the search engine on our website.

      What if I don't have the reference number?

      We need the reference number because due to the large quantity of items and frequent updates, it would be very difficult for us to identify the exact item in question without it.

      We encourage you to take a look at our collections and social media profiles to see if you can find the item and its reference number.

      If ultimately you are not able to locate the reference number we invite you to send us a photo by e-mail so that the corresponding department can make the necessary verifications to answer your question.

      How can I use scan feature on the App?

      Simply open the application and scan the tag of a Pull&Bear item. You will be directed to the page on PULLANDBEAR.COM where you can purchase the product.

      Are items from past seasons available?

      No, only items from the current season are available.

      Where can I find a size guide?

      On product pages you can find a size guide to the right of each photo. We encourage you to check our "Size Guide" section If you are nevertheless still having doubts, contact our Customer Service department.

      How can I find out the length of a pair of trousers?

      All our trousers have more or less the same length. For men they are designed for 1.85 metres in height and for women 1.72 metres.

      I would like more information about composition and care tips for an item.

      No problem! You can contact our Customer Service department and tell us the reference number.

      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.

      Modifications to information and orders

      How can I modify my account login information?

      To change your login information you have to first log into your account. In the section "Login details" you can change the password and e-mail address linked to your user account.

      How can I modify the default delivery address on my account?

      You have to first log into your account, then in the "Address book" section you can add new addresses or change or delete existing ones.

      You can also modify the address in the "Shipping" step of the purchase process, but the changes you make there will not be saved for future purchases

      Can I modify the delivery method or store for my order?

      It is not possible to modify the delivery method for a completed order. If it has not left the warehouse yet, you may cancel it and make a new purchase with the correct delivery method. Be aware that in the meantime some of the items may have sold out.

      Can I add, delete or change items in a completed order?

      It is not possible to modify the content of completed orders. If it has not left the warehouse yet, you may cancel it and make a new purchase. Be aware that in the meantime some of the items may have sold out.

      What do I do if my account is disabled?

      Accounts are automatically disabled when incorrect login details are entered too many times. To log back in you have to contact our Customer Service department.