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FAQs

Shopping online

  1. Placing an order online
  2. From the e-store menu, you can browse our new arrivals or select a specific product category. Refine your search by selecting colors, materials and styles.
    Once you have added the items to your shopping bag, you can verify your selection, modify it and proceed to checkout. To complete your purchase, simply enter your shipping address, your billing address and select a payment method.
    You may also place an order on the Prada website by logging in through the My Account section. 

  3. Product and sizing information
  4. The e-store offers a wide selection of products from the latest Prada collections, and the catalog is updated regularly with new arrivals.
    If the item you are looking for online is not currently available, you can contact the nearest Prada store using the “Find in store tool or discover similar products.
    For more information about sizes, you can check the size guide on each product page.

  5. Payment options and taxes
  6. We accept all major credit cards and the other payment methods expressly indicated in this website.
    The order total will only be charged after we have verified your card details, confirmed availability of the products and prepared the order for shipping.
    Prada.com features the most advanced security systems to protect your payment details, guaranteeing absolute security for all transactions.
    You will be charged in the same currency as the prices displayed at checkout. The order total includes any shipping costs, taxes and duties.
    You will receive a payment receipt for orders placed on our website.

  7. Order acknowledgment
  8. The buying process is completed when you click the Buy Button, confirming your order. A copy of the order will be sent to both Prada and to the email address provided on your order form. Once you have confirmed your order, its content can no longer be changed. 
    Before confirming your order form, you must read and agree to the General Terms and Conditions published on this website, saving them on your device or printing them.
    If you do not receive an email acknowledging your order within 24 hours from completion, please contact us to verify if the order was correctly received. 

  9. Order confirmation
  10. The order will be confirmed only when Prada sends a confirmation email to the email address indicated on the order form. The mail will contain a confirmation and summary of the order, such as: product description and information as well as the total price of the order, including taxes and any shipping costs.

  11. Pick up in store
  12. Orders placed online may be picked up directly from one of our Stores.

    To select this option, please choose the Store from the suggested list on the Menu.

    Once the merchandise is available for pickup, you will receive a notification e-mail to print and present at the store upon collection, along with your ID. The merchandise will be available for thirty days after the notification e-mail is sent. If after thirty days the item has not been picked up, we reserve the right to cancel the sale by giving due notice and reimbursing the amount paid.

  13. Delivery times
  14. Orders are typically delivered between 2–4 business days from the moment the order confirmation e-mail is sent by Prada.
    Once the package is shipped, you will receive a confirmation e-mail with the tracking number from DHL.
    Please be reminded that the courier delivers Monday to Friday during business hours and requires a signature upon delivery. For more detailed information, please see the “Shipping” section.

  15. Cancelling or modifying your order
  16. If you would like to cancel your purchase, please contact us as soon as possible. Once the order has been prepared for shipping, it can no longer be canceled. However, you may still request a return by following the instructions in the “Returns” section.
    For security reasons, we cannot change the items in your order or the shipping or billing address. If you notice any mistakes in the information provided, please contact our Client Service.

  17. Need assistance?
  18. You can contact our Client Service by phone at + 800 800 77232 (Monday to Sunday, 9 – 23 CET) or by e-mail at client.service.eu@prada.com

Delivery & Collection

  1. Shipping options and costs
  2. The shipping method is selected by the customer from the dropdown menu and the amount is displayed in the shopping bag.
    Delivery usually takes 2–4 business days from the moment the order confirmation e-mail is sent by Prada.
    Business days are Monday to Friday, excluding national holidays.
    The courier cannot deliver to PO boxes or general delivery addresses.

  3. Tracking your order
  4. A DHL tracking number will be assigned to your order as soon as it is shipped. You will receive an e-mail with the tracking number and a link to track the package.
    You can also access this information in My Account.

  5. When to expect delivery
  6. Deliveries are made Monday to Friday during business hours.
    As the courier will require a signature, we suggest you choose a shipping address where you or someone you trust is available during the day.
    In the event that nobody is available to sign for the package, DHL will leave a notification and a contact number. If you require assistance to reschedule the delivery, please don’t hesitate to contact our Client Service.

  7. Countries we ship to
  8. Our e-store is available in Austria, Belgium, China, Canada, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Japan, Luxembourg, Monaco, the Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom and the United States.
    Orders can only be shipped to the country where you are located. If you would like your purchase to be delivered to a country other than the one in which you are located, you will have to change the Country on the site menu before placing your order.

Returns

  1. Return conditions
  2. If for any reason you are not satisfied with the products purchased on our website, we offer free returns within 14 days from delivery.

    Before requesting a return, please ensure that the items comply with our terms of sale.

    Items purchased may not be exchanged and, therefore, if you would like to exchange your purchase, you can return the item under the terms and conditions described herein and proceed with a new order.

    The products must be returned in the same condition in which they were delivered. Please make sure that they are intact and complete, perfectly new, never worn, used or damaged in any way and that they are returned in their original package with all tags attached. In case a product was provided with a security tag, the return of this product will not be accepted if the original security tag has been removed, broken or damaged.

    We also inform you that based on security and hygienic-sanitary reasons, perfumes cannot be returned if the sealing cellophane and the original packaging have been opened, damaged, altered or removed.

    If you have encountered any issue with the products you received but do not wish to make a return, please contact Client Service. We will be glad to assist you in finding the best possible solution.

  3. Return request
  4. If for any reason you are not satisfied with the products purchased on our website, we offer free returns within 14 days from delivery.

    The following is required to make a return:

    1. submit a request by accessing the “Returns” section on the website, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order;
    2. complete the online form with the information requested, including: the details of each item, the exact quantity of items that you would like to return and the reason for the return;
    3. attach the adhesive label provided, which includes our return shipping address, to the outside of box. This label was already included in the original package at delivery.

    Inside the order package, you will also find a return form containing all of the necessary information to request your return and for shipping.
    Before completing the return, it is important to verify that the return meets the conditions indicated above and in the Terms of Sale.

  5. Return shipping
  6. The following is required to make a return:

    1. submit a request by accessing the “Returns” section on the website, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order;
    2. complete the online form with the information requested, including: the details of each item, the exact quantity of items that you would like to return and the reason for the return;
    3. attach the adhesive label provided, which includes our return shipping address, to the outside of box. This label was already included in the original package at delivery.
    4. open a pickup request with DHL by sending an e-mail to prada.it@dhl.com, cc client.service.eu@prada.com. In doing so, please specify your pick up address, telephone number and preferred date (excluding weekends) that will need to be confirmed by DHL.

    By following these instructions, DHL will proceed to pick up the package without any additional fees. Otherwise, you will be responsible for the shipping cost and we will not be liable for any loss, damage or theft associated with the return shipping.

    If compliance of the return is confirmed, the amount of the returned goods will be credited on the same tool originally used for payment.

    The return process takes about 7 days, then we will send you a refund confirmation email. 

    For any questions or further information, please see our General Terms of Sale or contact Prada Client Service by e-mail at client.service.eu@prada.com or by phone at + 800 800 77232.

  7. Refund times
  8. Once the package is received, we will verify the condition of the items before accepting your return and authorizing the refund. This process normally takes about 7 days.
    The refund will be issued directly to the same credit card or other payment method used for the original purchase, and in the same currency.
    We will send you a confirmation e-mail as soon as we have authorized the refund. The credit will appear in your account approximately within one or two billing cycles from the date of the return, based on the conditions of the payment method used.

My Account

  1. Advantages of registering for My Account
  2. With My Account, you can access a series of exclusive services for a more pleasant and enhanced shopping experience:

    • Save various billing and shipping addresses to speed up the ordering process.
    • Store credit card information to speed up checkout.
    • Archive order history, track order status and easily request returns.
    • Create a personalized wish list of your favorite items and share it.
    • Sign up for the Newsletter.
  3. Recover password for My Account
  4. In all sections where you can log in, you can access a “Forgot password” link to receive an e-mail with a link to create a new password.

  5. Wish list
  6. By logging in to My Account, you can create a personalized wish list of your favorite items, print it and share it.

  7. Request appointment in Store
  8. Use this tool to request an appointment in any of our listed Stores.

  9. Find in store
  10. Use this tool to locate a certain item in our Stores and contact the store.

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