Return policy

PullBear Return Policy

Thank you for shopping at PullBear. We hope you are completely satisfied with your apparel purchase. If you are not satisfied with your order for any reason, we provide the following return policy.

Return Period

You may request a return within 30 days from the date of receipt. The items must be in their original condition: unused, unwashed, unaltered, and with all original tags, labels, and packaging (such as poly bags, hangers, or boxes) intact.

Return Eligibility

  • Apparel must be unused, unwashed, free from stains, odors, or damage, and maintained in its original factory condition.
  • All original tags, size labels, and accessories (such as belts, buttons, or decorative elements) must be included.
  • Footwear must be returned with original shoe boxes, and soles must show no signs of wear.
The following items are not eligible for return:
  • Clearance-priced items (marked with "Clearance" or "Special Offer" labels);
  • Customized apparel (such as personalized prints, monogrammed items, or tailored pieces made to specific measurements);
  • Intimate wear, swimwear, or underwear (for hygiene reasons, unless unopened and in sealed packaging);
  • Face masks, earrings, or other personal care accessories (due to hygiene regulations).

How to Return

To process a return, please follow these steps:
  1. Contact our customer service team with your order number, product name, and reason for return to initiate the process.
  2. Once approved, we will send a Return Authorization Number and detailed instructions (including the return address and packaging guidelines) via email.
  3. Pack the item securely using the original packaging (if available) to prevent damage during transit. Clearly mark the Return Authorization Number on the package.
  4. Ship the package to the provided return address and retain the courier tracking number to monitor logistics status.

Return Shipping Costs

  • Unless the item has manufacturing defects, shipping damage, or we sent the wrong product (e.g., incorrect size/color), return shipping costs are borne by the customer.
  • For returns caused by our error (defects, damage, or wrong items), PullBear will cover the return shipping costs. After providing the tracking number and shipping receipt, contact customer service to request reimbursement.

Refunds

Once we receive the returned item and confirm it meets return eligibility (undamaged, unused, with original tags), we will process the refund within 3 working days. The refund will be credited back to your original payment method (e.g., credit card, PayPal).
Please note: Refunds may take 7-10 working days to appear in your account, depending on your bank or payment platform’s processing time.

Exchanges

We do not offer direct exchanges. If you wish to swap for a different size, color, or style, please return the original item following the above process. Once the refund is processed, you can place a new order for the desired product.

Damaged or Defective Products

If you receive an item with manufacturing defects (e.g., broken zippers, loose seams, incorrect stitching) or shipping damage (e.g., torn fabric, stained material), please contact customer service within 48 hours of receipt. Provide clear photos/videos of the damage and packaging to assist with processing.
We will arrange a full refund or resend a new item (if in stock) at our expense, including all shipping costs.

Final Sale Items

Items marked "Final Sale" or "Non-Returnable" (typically clearance, customized, or limited-edition products) cannot be returned or exchanged. Please check the product detail page for eligibility before purchasing, or contact customer service for confirmation.
If you have any questions about returns or need further assistance, feel free to contact our customer service team at any time.
Thank you for choosing PullBear!