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FAQs

Shopping online

  1. 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 pre-order 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, invoices and tax

    We accept payment through all major credit cards and PayPal.
    This website features state-of-the-art security systems to encrypt and protect your payment details, guaranteeing the total security of all transactions.
    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 an invoice with the billing details entered at checkout for every order placed on the website.

    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.

    Pre-Order

    You have the opportunity to pre-order a selection of products before their launch. The delivery timeframe for each product is noted in the product description and is approximately 8 weeks starting from the receipt of the confirmation email.

    All articles for which a pre-order is possible are expressly marked on the website.

    Should your pre-order also contain non pre-order products, such articles will be shipped by means of multiple shipments as soon as they are ready for shipping.

    Upon each shipment you will receive an email with the tracking number of the package 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 5 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.

    Cancelling or modifying your order

    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 +1-877-99-PRADA / +1-877-997-7232 by livechat on our website Monday through Saturday 9am to 10pm and Sunday 9am to 8pm or by email: client.service.americas@prada.com.

Delivery & Collection

  1. Shipping options and costs

    You can select your preferred delivery method at checkout:

    • Ground  - complimentary, delivers in 2-6 days Monday-Saturday
    • 2nd day - $25, delivers in 2 days Monday-Friday. Orders placed after 3pm will ship the following day, orders placed after 3pm on Friday will ship on Monday.
    • Overnight - $35, delivers the next day Monday-Friday. For orders of $ 3,000.00 and more (before shipping charges and sales tax) we offer complimentary overnight delivery. Orders placed after 3pm will ship the following day, orders placed after 3pm on Friday will ship on Monday.

    Orders take 1 to 3 days to process, and delivery times are estimated from the day of shipping. All shipments require signature on delivery.  As soon as the package is shipped you will receive an email containing your Tracking Number.

    Orders containing Fragrances can only be shipped Ground. If you are purchasing other items together with your fragrance and require faster delivery, we invite you to place two separate orders. We do not ship to P.O. Boxes.

    Pre-ordered products 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 5 weeks, starting from the sending of the relevant confirmation email, for personalized products and within 8 weeks, starting from the sending of the relevant confirmation email, for pre-ordered 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.

    Pick up in store

    We offer the option to place an order online to 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 your order is available for pickup, you will receive a notification e-mail to 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 order has not been picked up, we reserve the right to cancel by giving due notice and reimbursing the full amount paid.

    Countries we ship to

    Our online store is available in Austria, Australia, Belgium, China, Denmark, Finland, France, Germany, Greece, Hong Kong, Ireland, Italy, Japan, Korea Republic of, Luxembourg, Monaco, the Netherlands, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, United Arab Emirates, United Kingdom and the United States.
    If you selected UNITED STATES as your country, please note that we ship to addresses in the United States including Alaska and Puerto Rico, but do not ship to Hawaii or other locations outside the United States.
    Orders can only be placed and shipped to the countries included in the list above. We invite you to choose the country where you want your order delivered, as our catalog and services may change according to the selected country.
    You can change location through the menu on the top left hand corner of every page.

Returns

  1. Return conditions

    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 30 days from delivery of the order
    • The products must be shipped back through FedEx or taken to a retail store if you prefer an exchange
    • The package can only be returned from the same country 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.

    Requesting and shipping your return

    Products may be returned for any reason within 30 days from delivery.
    Before returning an item, please ensure the return complies with the conditions stated above and in our terms of purchase.
    In your parcel you will find a printed return card and your return instructions: kindly follow the directions provided to request your return and send us the products.
    Return shipping is complimentary through FedEx: you can leave the package at a drop-off point.
    Prepare the items you wish to return in the original order box, including the filled in Return Card. 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.

    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.
    In-store returns are not eligible for a refund, and can only be returned for exchange or store credit. We will send you a confirmation email as soon as we have processed the refund. The credit will be visible in your account within one week (for PayPal orders) or within one or two billing cycles (for credit card orders) from when you receive our email.

My Account

  1. 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.

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