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FAQ

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CUSTOMER SERVICE

I need information about the online boutique

If you need information about our online boutique, are looking for a particular item, have questions regarding an order you made or need some help to place an order, you can contact our Customer Service, Monday through Friday, 9 am to 12:30 - 2 pm to 5:30 pm

Phone : +33 (0)5 58 43 46 95

E-mail : [email protected]

I need information about the brand

For any question about a purchase made in one of our PULLIN shops or commercial information, we invite you to contact our main office, Monday through Friday, 9 am to 12:30 - 2 pm to 5:30 pm

Téléphone : +33 (0)5 58 43 69 11 (+33 (0)5 58 43 46 97 for purchases in our PULLIN shops)

E-mail : [email protected]

You want to be part of the amazing PULLIN team?

Please write us at the email below:

E-mail : [email protected]

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CUSTOMER SPACE

How can I login into my personnal account?

To connect to your Customer area, simply click on the 'Log in' tab on the top navigation bar. You will then be asked for your email address and password. The password is the one you gave on your order form.

What should I do if I forget my password?

If you have forgotten your password, click on the following link to be redirected to the forgotten password form. You will receive an email to reset it.

For your security, we will never send to you your password by email.

How can I amend my personal details?

In accordance with the French Data Protection Act of 6th January 1978, you have the right to access, correct, modify and delete your personal data. This site is registered with CNIL (French national commission for information technology and civil liberties), no. 1351361

Via your customer area, you can modify your personal data and subscribe to receiving the newsletter as well as update alerts. You can exercise these rights by contacting us by post or email at the following address:PULLIN95 rue des Vanniers40150 Soorts HossegorFRANCE

How can I track my order?

Your order tracking number will be sent by email once your parcel has been passed to the carrier. By clicking on it, you can access an interface enabling you to track the progress of your parcel. Your parcel number is also available in your customer area, under MY ORDERS.

How can I print my bill?

Your bill will not be sent until your order has been prepared by our logistics centre. Once this preparation is complete, you will receive another email informing you that your order has been dispatched. You can then download your bill in pdf format by clicking on the link in the email that will redirect you to your customer area.

How do I sign up for the newsletter?

To subscribe to the newsletter, see the top or end of each page on the website. Simply fill in your informations, then confirm.You may also subscribe via your customer area, by clicking on 'my subscriptions'. You can then sign up to the newsletter from this page.

How can I modify my subscriptions to the newsletter?

You may modify your subscription preferencies your account.

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DELIVERY

What are the delivery charges?

Depending on the composition of your order, three levels of shipping can be available, divided as follows.

However, most precise information regarding fees and delivery countries will be available at checkout.

UPS is not available right now but we are working on it.

CountryDelivery MethodPrice (tax incl.)
Metropolitan France, Corsica, Monaco Pick up Point From 4,50 €
Metropolitan France, Corsica, Monaco Delivery upon signature From 5,50 €
Metropolitan France, Corsica, Monaco Chronopost 24h 13 €
Andorra Colissimo International From 5,50 €
United States of America Colissimo international 10 €
United States of America, Canada UPS Express Saver 35 €
Canada Colissimo international 18 €
Belgium, Germany, Spain, Italy, Luxembourg, Netherlands Colissimo international From 9€
Belgium, Germany, Spain, Italy, Luxembourg, Netherlands UPS Standard 13 €
Belgium, Germany, Spain, Italy, Luxembourg, Netherlands UPS Express Saver 35 €
United Kingdom Colissimo international From 10€
United Kingdom UPS Standard 13 €
United Kingdom UPS Express Saver 35 €
Switzerland Colissimo international 17 €
Switzerland UPS Express Saver 35 €
Ireland, Austria, Portugal Colissimo international From 10€
Ireland, Austria, Portugal UPS Standard 17 €
Ireland, Austria, Portugal UPS Express Saver 37 €
Denmark Colissimo international From 13€
Denmark UPS Standard 21 €
Denmark UPS Express Saver 37 €
Hungary, Polska, Czech Republic, Slovenia Colissimo international From 13€
Hungary, Polska, Czech Republic, Slovenia UPS Standard 20 €
Hungary, Polska, Czech Republic, Slovenia UPS Express Saver 50 €
Bulgaria, Estonia, Grece, Latvia, Lituania, Romania Colissimo international 15 €
Bulgaria, Estonia, Grece, Latvia, Lituania, Romania UPS Standard 26 €
Bulgaria, Estonia, Grece, Latvia, Lituania, Romania UPS Express Saver 37 €
Finland, Sweden Colissimo international 15 €
Finland, Sweden UPS Express Saver 37 €
Norway Colissimo international 15 €
Norway UPS Express Saver 35 €
Slovaquia, Chyprus, Croatia, Malta Colissimo international 15 €
Slovaquia, Chyprus, Croatia, Malta UPS Express Saver 50 €
Russia Colissimo international 15 €
Russia UPS Express Saver 52 €
South Africa, Australia, New Zealand, Japan Colissimo international 27 €
South Africa, Australia, New Zealand, Japan UPS Express Saver 52 €

How long are your delivery times?

For each order placed before 9 am, Monday to Friday, your order will be shipped the same day for UPS parcels. The following delivery times are given as indication and depend on the day and time of your order, as well as the selected carrier.

We are commited to respect a maximum delivery date, given to you during the placement of your order and indicated on the order confirmation. For more information on delivery times, please contact our customer service at E-mail : [email protected]

What happens if I'm not in when the delivery arrives?

In absence of the recipient of the order, your order will be delivered to the postal contact point indicated on the notice left in your mailbox. Your parcel will be kept in the postal contact point for a period of 15 calendar days from the day after the date of filing of the notice of passage. At the expiration of this period, the parcel will be returned.

In case the timeout is attributable to you (the delivery address you provided was not correct or you are not past (e) pick up the package within 15 day period), the costs forwarding the package will be at your expense.

Where will I have to go to pick up my parcel?

For all orders placed on the website, you will receive an email reminding you of the delivery address you supplied. If you are out when the delivery arrives, the carrier in charge of the shipping will leave a note explaining where you can collect your parcel.

Do you deliver outside of France?

We ship to all the countries of the EU. Worldwide delivery is available for countries listed below.

USD website is dedicated to deliveries in the US.

CAD website is dedicated to deliveries in Canada.

GBP website is dedicated to deliveries in Great Britain.

EUR website is dedicated to all other countries we can ship to.

Please note that all orders ship from France. Depending on your country, you may need to pay custom fees when your parcel reaches you.

Can I come and pick up my order in one of your boutiques?

Orders placed on our website are dispatched from our warehouse in Soorts-Hossegor, so you cannot come and pick up your order from our store.

Can I change a delivery address / the contents of the delivery?

Once the order has been confirmed, it is unfortunately no longer possible to make any changes. This is because, to guarantee you the shortest delivery times, we prepare and dispatch your order within hours of you confirming your basket. However, it is possible to amend your default address for your next orders within the ‘my details’ section in your customer area.

I still haven't received my order, is there a problem?

First of all, check that your order has been received : following acceptance of your payment, you should have received an order confirmation email. If it is not in your inbox, check your spam folder.You should then have received an email telling you that your order has been dispatched. If you haven't received anything within 5 working days, and no note has been left in your letterbox by the Post Office or courier, contact our Customer Service Department.

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EXCHANGE

How do I exchange goods?

Counting from the date your order is received, you have 30 (thirty) working days in which to exchange the products ordered. Once below procedure has been completed, please email us at [email protected] for what you are willing in exchange.

Please note that countries with customs fees may not be available for exchanges.

Returns can only be made by adhering strictly to the procedure below:

  1. You must complete and print the Returns form, and enclose it with your parcel. Connect to your customer area, access "My Orders" and Click on "Request RMA". Without this return slip, the return will not be accepted by PULLIN.
  2. Products must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been used, washed or damaged. The return address is shown on the return form that you can download.
  3. PULLIN can not take responsibility for any loss of products during transporting returns, we would advise you to send all your returns by registered post with acknowledgement of receipt, without which we will be unable to exchange the items.
  4. The Customer is exclusively responsible for the cost of returning items.

If the above conditions are met, the total amount of the items returned, including VAT, will be refunded. Your exchange will leave our premises within three (3) days after receiving the items. And they will ship on our expenses.

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ORDER

I am looking for a particular item

The best way to find a particular item that you have identified is to check the model name of the article (eg Master ELVIS). This name appears on the label of the model shop, and is visible under each product on the e-shop.

I cannot find an item on the website

The site catalog presents a selection of the range of products you can find in the Pullin stores. Despite your search on Pullin’s website, you cannot find the item you are looking for?You can contact our Customer Service, describing to them more precisely the item of your search (type of product, color, size, material…). We will reply as soon as possible.

Do the prices shown include vat?

Yes, the item prices include VAT. You will not therefore have any additional taxes to pay for the french destinations.

For orders outside of France, when the exported package reaches its destination, the recipient must pay the taxes or customs duty that apply to the country of destination. Local authorities can provide this information.

Is there a size guide?

Yes, you can consult it on all product pages. If you are still not sure, do not hesitate to contact our Customer Service Department.

How do I place my order?

Place your order using several steps:

  • Add the items to your basket.

Each item is presented as a product sheet detailing its features (photos, zoom, fabric composition etc). This sheet can be accessed by browsing the different headings of the online catalogue. To add an item to your basket, navigate to the product sheet. Select the size and/or colour you require.Click on 'add to my basket'. The basket can be found on the top right of your screen, and will show that your item has been added by indicating the number of items it contains.You can then decide to complete your order or continue with your online purchases.Confirm your basket

To complete your order, you must first confirm your basket. Click on your basket to access a summary of your order. To complete your order, simply click on 'buy now'. You then have the possibility of amending the size and quantity of the items you have selected. The default postage and packing charge shown is for delivery within France.

You can amend the country of delivery in order to see the total charges that will be added to your bill. A box for entering any special order code is also provided..

If you have received one of our special order codes, don't forget to enter it in the area indicated so that you will receive your special offer.The total amount of VAT applied to the products, as well as the postage and packing charges, will also be stated. Click on the 'order' button to save your basket and continue with your order.

  • Your delivery and billing addresses

You will now access a form for you to enter your delivery and billing addresses. If you have already placed an order on www.PULLIN.com, you will have a customer area. Identify yourself using your email address and password. This means that you will not have to enter your delivery and billing addresses again.

You will, however, have the opportunity to enter new details if necessary. All fields marked with an asterisk (*) are compulsory. This first form is for your delivery address only.

Fill in the fields with as much detail as possible as they will be used by the carrier to send your order. If you would like your order to be delivered to your work address, don't forget to fill in the company name in the 'Company' field.

By default, your billing address will be the same as your delivery address, but you can choose a different billing address. Select this option, and a new form will appear for you to fill in.We will then ask you to enter your email address and password.This information will be used to send your order confirmation email as well as to enable you to track your order via your customer area. Your delivery charges are calculated depending on the country you have indicated in your delivery address. Next to this field, we will give you the estimated latest date when you should receive your order. Check the information and click on the 'confirm' button to continue with your order.

  • Your paiement options and method, review your order

You will now access a screen enabling you to choose your options for receiving your newsletter. You can amend these options at any time by accessing your customer area. Next, select the payment method you would like to use for your order. Further information on accepted payment methods.

Use the order summary at the top of your screen to check all the details of your order are complete.

You can modify the contents of your basket as well as your delivery and billing addresses at any time. Having confirmed your details, you will then be redirected to the secure payment screen for Adyen, our payment partner.

  • Secure payment

Please note that you will need to confirm your identity using 3-D Secure processes.

If your payment is accepted, you will be redirected to an order confirmation screen on our website. If your payment is not accepted, you have up to 3 attempts to re-enter your card details.Following the 3rd refusal, you will be redirected to a screen on our website explaining that your payment has been refused.

Contact our Customer Service Department to find out why and reach another solution for completing your order.

  • Dispatching your order

Once your payment is accepted, you will receive an email confirming your order within a few minutes. Please keep this email as it contains the detail of your order, your delivery and billing details, the estimated delivery date as well as the total amount you have paid online. Your bill will not be sent until your order has been prepared by our logistics centre.Once this preparation is complete, you will receive another email informing you that your order has been dispatched. You can then download your bill in pdf format by clicking on the link in the email that will redirect you to your customer area.

Has my order been received?

Once your payment is accepted, you will be redirected to a screen on our website confirming your order. Within a few minutes, you will then receive a confirmation email summarising the details of your order.

If you have not received this email, please contact our Customer Service Department stating the time and date of your order, as well as the total amount of the order. We will then confirm whether the order has been received or whether further action is needed to confirm it.

I can't add items to my basket

We use JavaScript technology in order for our website to work correctly. Check that JavaScript authorisation is activated on your web browser. (Internet Explorer, Firefox, Safari). If the problem persists, check that your firewall, or any other network protection software, is not blocking access to our website. In certain cases, it may be necessary to deactivate this protection to access the website.

Can i buy a product that is no longer available?

We only sell products that are available in stock. When a product is listed as unavailable, this does not mean that it is sold out, but just that it is temporarily out of stock.

Contact our Customer Service Department to find out where you can buy this item: in shops, or on our website after a certain time.We will take your contact details so that we can get in touch with you as soon as the product is available again. If the product you want isn't available in the color or size of your choice, you can subscribe to a back in stock alert. To do this, click on "Item is not available?" near the size selector, and enter your email address to receive an alert when the desired item returns.

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Our General Sales Conditions

Where can I find your General Sales Conditions?

You can read them here

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PAYMENT

What payment methods are accepted?

We accept the following credit cards: Carte Bleue, Visa, Mastercard and American Express.

We also accept Paypal payment.

Payments by postal order, cheque, bank transfer or administrative payment order are not accepted.VISA ELECTRON and MASTERCARD MAESTRO cards are not accepted as payment on our website

Is payment secure?

Yes, payment is 100% secure. Transactions carried out on www.pull-in.com are secured by our partner Adyen's payment system. All information communicated in order to process payment is encoded using the SSL (Secure Socket Layer) protocol.

This data cannot be detected, intercepted or used by any third party, nor will it be retained on our IT systems. When you are asked to insert your credit card number, you can check that you are in a secure zone by using your browser.

These zones can be identified by an address beginning with https, and include 'secure.adyen.com' as well as a locked padlock or key icon at the bottom of your browser. For your security, Adyen checks that the connection with your browser is secure before sending your financial information. Adyen is a technical service provider, and is not responsible for any disputes regarding orders. These must be dealt directly with www.pull-in.com or your bank.

Will my card details be retainded?

No card details are stored on our website. Your card details are entered directly onto the secure server hosted by our technical and financial partner, Adyen. The card details you give us, encrypted on your own computer, will never circulate without encryption on the internet.

My payment has been refused. Why?

You have up to 3 attempts to pay for your order. If none of these attempts is successful, your payment will be refused and you will be redirected to a screen on our website explaining that your payment has been refused.payment may have been refused for different reasons: an error entering your card details, the order amount may have exceeded your payment limit, etc.

Contact our Customer Service Department to find out why and reach another solution for completing your order. We would remind you that VISA ELECTRON and MASTERCARD MAESTRO cards are not accepted as payment on our website.

I paid by credit card but I haven't received a confirmation email.

Once your order has been placed, you will receive a confirmation email. If you can't see it in your inbox, it may have gone into your spam folder.Is the credit card payment has gone through and you have not received an email confirming your order within 5 minutes, contact our Customer Service Department immediately. Card verification (security procedures) takes a little longer which means that the order will not be immediately authorized and must be confirmed manually.

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PERSONAL’S DATA PROTECTION

Our policy on the use of cookies

In order to process your order, we must be able to see your customer profile and to identify the products you are buying. To this end, we place small programs called cookies onto your computer

Cookies are memorized when you visit the site. Your identity (using your email and password) and the content of your basket is memorized. Once you have left the site, these details are memorized for 30 days, after which they are definitively erased from our website.

Protection of personal data

As a commercial website, we collect a certain amount of information that is required for processing orders. All these details are treated with the utmost confidentiality.

In accordance with the French Data Protection Act of 6th January 1978, you have the right to access, correct, modify and delete your personal data. This site is registered with CNIL (French national commission for information technology and civil liberties), no. 1351361.

You can exercise this right by contacting us by post or email at the following address:[email protected]:

PULLIN E-commerce departement95 rue des Vanniers40150 Soorts-Hossegor FRANCEEmail: [email protected]

You can always modify your personal data from your customer area by connecting using your email address and password.

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PULLIN BOUTIQUES

How can I find the closest store that carries PULLIN?

You will find relevant information following this link.

How are your PULLIN boutiques ?

Discover what our exclusive boutiques look like here.

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RECEPTIONS

Have you received my parcel?

If you sent us back a parcel and still have not received your refund, please contact our Customer Service.

What do I need to do if my order is damaged?

When receive your order, you can either :

  • Refuse your parcel and it will come back to us.
  • Ask for the delivery to be made in front of an habilited agent.

What should I do if my item has a default?

Pullin pays particular attention to the quality of its products. However, should you find any fault despite all the quality checks carried out, please inform us of this problem so that we can send you a replacement or a refund. Please follow the returns procedure and state the reason for returning. If we accept the fault, you have the choice of re-ordering your item (subject to availability) or taking a refund. Return charges will be at our expense.

What should I do if my parcel is damaged on arrival?

On receipt of your parcel, if you see that the packaging is showing signs of damage, you may either :

  • refuse the parcel, in which case it will be returned straight to our logistics centre.
  • ask for it to be delivered to your post office so that you can open it in the presence of an authorised officer.

If your parcel has been accepted by an unknown third party, you can fill in the Post Office contact form. A customer advisor will look into your request and you will be sent a response within 2 working days. In any case, you may not accept the parcel whilst expressing reservations.

What should I do if my item has a default?

PULLIN pays particular attention to the quality of its products. However, should you find any fault despite all the quality checks carried out, please inform us of this problem so that we can send you a replacement or a refund.

Please follow the returns procedure and state the reason for returning. If we accept the fault, you have the choice of re-ordering your item (subject to availability) or taking a refund. Return charges will be at our expense.

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REFUND

How do I return goods ?

Counting from the date your order is received, you have 30 (thirty) working days in which to return the products ordered. Returns to shops are not accepted. Returns can only be made by adhering strictly to the procedure below:

  1. You must complete and print the Returns form, and enclose it with your parcel. Connect to your customer area, access "My Orders" and Click on "Request RMA" to fill in this form. Without this return slip, the return will not be accepted by PULLIN.
  2. Products must be returned in their original packaging, with their labels intact and any accessories included, in perfect condition for re-sale. They must not therefore have been used, washed or damaged. The return address is shown on the return form that you can download.
  3. PULLIN can not take responsibility for any loss of products during transporting returns, we would advise you to send all your returns by registered post with acknowledgement of receipt, without which we will be unable to refund the cost of the items.
  4. The Customer is exclusively responsible for the cost of returning items.

If the above conditions are met, the total amount of the items returned, including VAT, will be refunded. Your refund will take effect maximum within fourteen (14) days after receiving the items (most of the time, we refund within 3 business days). You will be refunded crediting the bank account used for your payment.

Have you received my returns?

If you have not received an email confirming receipt within 10 days of returning your items, please contact the Customer Service Department at E-mail : [email protected] and we will get back to you as soon as possible. We would recommend including your parcel reference number with your message.

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STICKERS

How can I get some stickers?

I am afraid we cannot send you any free stickers but we do include at least one free sticker in each order on our website https://www.pull-in.com/.

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