FAQs
Placing an order online
You can explore products online by new arrivals or by choosing a product category. Refine your search by selecting colors, materials and styles. When you have made your selection, add the product to your shopping bag. You can review your shopping bag and proceed to checkout from the icon on the top right hand corner of the page. To complete your purchase simply enter your shipping, billing and payment details.
If your order contains more than one item it may default to send the products separately in multiple shipments. Should you wish to only receive one shipment together when the full order is complete, simply deselect this option. The option to receive the entire order as a whole is not applicable when an order contains also pre-ordered products and/or permanently personalized products, as defined in the below sections.
Product information and sizes
Our online store offers a wide selection of products from the season’s collections and our selection is regularly updated.
If the item you are looking for is not currently available online or showing as available in store, we invite you to visit our Store Locator and to contact your nearest store to discover similar products.
Each product page includes a size guide with conversions to help determine the best fit.
Payment options, invoice and taxes
We accept payment through all major credit cards, such as Visa, Mastercard, Amex. This website features state-of-the-art security systems to encrypt and protect your payment details, guaranteeing the total security of all transactions. The total order will be charged after we have verified your card details and upon the sending of the first confirmation email and preparation of the relevant product for shipping, save what is provided for in the below sections dedicated to preorders and the personalized products.
The charge will be in the same currency as the prices you see at checkout. The order total includes the sales tax amount. You will not need to pay any extra duties or taxes at delivery. You will receive the invoice attached to your parcel with the billing details entered at checkout for every order placed on the website.
Should you need a second copy of the invoice, you may ask for it by contacting our Client Service and we will be glad to send it to you per email.
Order acknowledgment
The buying process is completed when you click the Buy Button, confirming your order (hereinafter the “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. Please also make sure you fill in the mandatory fields relevant to the acceptance of the Privacy Policy.
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.
If at check-out you have agreed the pre-selected option for receiving multiple shipments and only a part of the products you ordered is available, Prada will ship you only such products and cancel the rest of the order, informing you by sending you the relevant cancellation email.
If, on the other hand, at check-out you have selected the option to receive the entire order as a whole and only a part of the products you ordered is available, you will be contacted by Prada so as to decide whether you agree of receiving your order partially or if you prefer cancelling it with no shipping costs.
Order confirmation
The order will be confirmed when we send the confirmation email for each shipment to the email address you provided.
The email(s) will contain a confirmation and summary of the order in relation to each product such as: product description and the total price of the order, including taxes and any shipping costs.
If at order check-out you have agreed the pre-selected option for receiving your order as multiple shipments, Prada will send you a confirmation email each time the shipment of a product takes place.
Pick up in store
Orders placed online can be picked up directly from our stores, provided that your order does not contain any Pre-order Products or any Personalized Products.
To select this option, please choose the Store from the suggested list in the Menu.
Once the merchandise is available for pickup, you will receive a notification e-email which must be printed and presented at the store upon collection, along with your ID. The merchandise will be available for 30 days from the date the notification email is sent. If after 30 days the item has not been picked up, we reserve the right to cancel the purchase by giving due notice and reimbursing the amount paid.
Pre-order
- How To Make A Pre-Order
You have the opportunity to pre-order a selection of Products before their commercial launch or distribution and placement in the market.
All articles for which a pre-order is possible are expressly marked on the Website, and reported herein, as “Pre Ordered Product” or as “Pre Order”.
You can buy these items and receive them by the estimated delivery date specified on the Product page description, within 8 (eight) weeks starting from the sending of the confirmation email.
Should your Pre-order also contain a non Pre-order Product, the articles will be shipped by means of multiple shipments as soon as they are ready for shipping.
The amount of the Pre Ordered Products will be charged in advance as each relevant confirmation e-mail is sent by PRADA, even though such products are not ready to be shipped.
On the other hand, the amount of any non-Pre Ordered Products will be charged at the moment of their shipment as the relevant confirmation e-mail is sent.
Upon each shipment you will receive an email with the tracking number of the shipping so that you can track it on the courier's website.
Personalized products
You have the opportunity to personalize a selection of products by adding removable or non-removable customizations.
The website gives you the option to choose between:
- a removable personalization (personalization service with metal elements)
- a permanent personalization by adding non-removable customizations (by way of hot-stamped personalization service)
This way, you will be able to go ahead choosing your item from a selection of styles and to view a rendering of your choice before finalizing your purchase.
You can order personalized products and receive them by the estimated delivery date specified on the product page description, within 8 weeks starting from the receipt of the confirmation email.
Should your order for personalized products also contain non personalized products, the articles will be delivered separately as soon as the products are ready to be shipped.
No returns are possible for Orders of Personalized Products provided that these Products are permanently modified and specifically personalized for our clients.
Cancelling or modifying your order
As per our General Terms and Conditions of Sale, once an Order has been submitted it cannot be further modified or cancelled.
Should you need to cancel your order, please contact us as soon as possible. After the order has been prepared for shipping, it can no longer be cancelled. No cancellations are possible for personalized products which we customize expressly according to your wish.
For security reasons we cannot change the items in your order or the shipping and billing address. If you notice any mistakes or need to request minor modifications, please let us know and we will do our best to provide assistance.
Require assistance?
You can contact Client Service by phone at 0800 777 7232 / 080077PRADA, by livechat on our website Monday to Friday from 11AM to 10PM Brasília (BRT) UTC-3 or by email: client.service.americas@prada.com
Shipping
Please note that Orders are typically delivered between 2-3 business days from the moment the order confirmation e-mail is sent by Prada. As soon as the package is shipped you will receive an email containing your Tracking Number.
Please be reminded that the courier delivers Monday to Friday during business hours and requires a signature upon delivery.
Preorders and/or personalized products which are not yet ready to be shipped at the time of submitting your order shall be delivered at the relevant estimated delivery date (namely within 8 weeks, starting from the sending of the relevant confirmation email, for personalized products).
Tracking your order
A Tracking Number will be assigned to each package as soon as it is shipped. You will receive an email containing the tracking number and a link to follow the delivery.
Locations we ship to
Our delivery service is available worldwide in the countries indicated on our e-store. If you desire your purchase to be delivered to a location other than the one in which you are, you have to change the location on the website menu before placing your order.
Return conditions
In specific Holiday periods, extended returns may be possible, as indicated in detail by a dedicated message on the website.
Before requesting a return, please make sure the products comply with all the following conditions, in accordance with our terms of purchase:
- The products must be in their unused, original condition, with all tags, including but not limited to, security tags, attached and any special packaging and accessories included (incomplete, damaged, worn or altered items will not be accepted). In the event a product has a security tag and is returned without the security tag attached to the product, the product will not be accepted for return.
- The return must be requested within 10 days from delivery of the order.
- The products must be shipped back through DHL within 10 days after the request.
- The package can only be returned from the same location it was delivered to.
- We reserve the right to designate items that are not eligible for return or refund on the website. Such designation will be noted on the web page displaying the respective products.
If you encounter any issue with the products you received but do not wish to make a return, please contact us. We will be glad to assist you in finding the best possible solution.
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.
Permanently personalized products cannot be returned considering that these products are definitively modified and specifically personalized for our clients.
Prepare the items you wish to return in the original order box, including the pre-paid, pre-compiled return label and the DHL shipping declaration. Kindly ensure that the products have all their packaging and accessories, all tags are intact and the return box is safely sealed before leaving it with the courier.
Should you decide to return with a different courier, the shipping will be at your expense and we do not guarantee in case of loss, damage or theft.
Requesting and shipping your return
- Return request
The following is required to make a return:
- 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;
- 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;
- Attach the pre-paid, pre-compiled 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.
- Complete the DHL shipping declaration form that was included in the original package at delivery and affix it to the outside of the return parcel.
- Return shipping
The following is required to make a return:
- 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;
- 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;
- Attach the pre-paid, pre-compiled return label provided, which includes our return shipping address, to the outside of box. This label was already included in the original package at delivery.
- Complete the shipping declaration form of our courier that was included in the original package at delivery and affix it to the outside of the return parcel.
- Open a pickup request with PRADA Client Service: you may send an email to client.service.americas@prada.com or call 0800 777 7232 to arrange the pick up. In doing so, please specify the following point bellow:
- The WB (WAYBILL) return label number – it is a sequence of 10 numbers above the first barcode;
- The pick-up address;
- The preferred pick-up date (excluding weekends)
- And a telephone number.
By following these instructions, our courier 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.
For any questions or further information, please see our General Terms of Sale or contact Prada Client Service by e-mail at client.service.americas@prada.com or by phone at 0800 777 7232 / 080077PRADA .
Refund times
On receipt of the parcel, we will verify the integrity of the items before accepting your return and issuing the refund. This may take between 5 and 10 days.
The refund is issued directly to the original method of purchase and in the same currency. Please note that we will refund the purchase price of the returned product(s), sales tax included, less the original shipping costs if any.
In-store returns are not eligible in any case. We will send you a confirmation email as soon as we have processed the refund. Kindly note that the time before the authorized amount reappears in your account depends on your credit card provider.
Advantages of registering for My Account
With My Account, you can access a series of exclusive services for an enhanced shopping experience:
- Create a personalized wish list of your favorite items and share it.
- Sign up for the Newsletter.
- 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.
Recover password for My Account
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.
Wish list
By logging in to My Account, you can create a personalized wish list of your favorite items, print it and share it.
Request appointment in Store
You may use this feature to request a general appointment in any of our listed stores or use this feature on our product page to book an appointment for a specific item.
Find in store
You may use this feature to locate a certain item in our Stores and contact the store.