By registering for My Account, you will access a series of exclusive services to make your shopping experience unique.

You can:

• 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.

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.

Products purchased through the site may be returned free of charge, within 30 days from the date of the shipping confirmation, except for definetively Personalized Products, which are non-returnable. Returns must comply with the requirements set forth in our Terms of Sale. 

The Products must be returned: (i) in their original condition with all tags still attached, including but not limited to, all identification tags, security tags and authenticity cards; (ii) in their original packaging; (iii) complete with all of their parts and accessories; (iv) with the original proof of purchase; and (v) from locations within Canada. Incomplete, damaged, worn or altered items will not be accepted. Further, 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. 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. 

Both for security and for hygienic-sanitary reasons, perfumes and Beauty products cannot be returned if the sealing cellophane and the original packaging have been opened, damaged, altered or removed.

Definitively personalized products cannot be returned. 

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.

You can return a product purchased online to a Prada store as well. 

Depending on the case, you will be able to receive an exchange, a store credit or a refund.

On the other hand, if you wish to exchange your order online, simply contact our Client Service: we will organize a return for your order and assist you in placing a Phone Order.

To make a return request, access the “Returns” section on the website, or directly under “My Account” if you have already registered on our site. To access you will be asked to 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.

Please see the returns requirements under "Can I return a product purchased online?". You can create a return request by logging into "My Account".

To process your return follow the directions provided on the return instructions included with your original parcel. 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. 

 If you have any questions please contact Client Service before returning your item.

The return of the product(s) purchased online is free, provided it is performed in compliance with the return conditions and the time frame specified by our return policy. If you have any questions please contact Client Service before returning your item.

Yes, you may. Please access the Returns section on the website and create a return request. 

To return and send us the products follow the directions provided on the return instructions enclosed to your original parcel. 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. 

 If you have any questions please contact Client Service before returning your item.

Once the package is received, we will verify the condition of the items before accepting your return and authorizing the refund. This may take up to 10 business days. If the package/product is eligible for return and meets the return requirements, then we will issue you a refund to the same credit card or other payment method used for the original purchase. 

You will receive a confirmation e-mail as soon as we have authorized 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.

Orders are typically delivered within 2-3 business days from the moment the order confirmation e-mail is sent.

Please note that the above general time frames do not pertain to Pre Ordered and/or Personalized Products.  Such items will not generally be available when an order is placed.   We will deliver such products as noted on the product page where the product is displayed on our Website.

Once the package is shipped, you will receive a confirmation e-mail with the tracking number of the courier.

All shipments require an adult signature upon delivery.

For orders placed on our Canada website, we can only deliver the products you purchased to a common carrier at our warehouse for shipment to the destination in Canada that you select. However, if you would like your purchase to be delivered to a different country, please change the country on the website menu before placing your order.

You can select the shipping method (if available) from the drop-down menu. 

Our courier cannot deliver to PO boxes or general delivery addresses.

Shipping costs are based on the method of shipping selected:

• Ground  - complimentary, delivers in 2-3 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.  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.

A tracking number from our courier will be assigned to each shipment.  

Once your order is confirmed, you will receive an e-mail with the tracking number and a link to track your packages.

You can also access this information on the Website under your "My Account" tab.

In the Store Locator section of our website, select a Prada store and book an in-store appointment by filling out the dedicated form.

In our website, from every product page you can book an appointment in any of the listed stores for the product of your interest, selecting a preferred date and time frame.

Starting from the product page of the item of your interest, through the "Find in store" section you can locate the Prada stores where it is available. 

From here, you can directly request an appointment by selecting the store nearest to you, and your preferred date and time frame.

Maintenance and cleaning of leather bags

Our hides and leathers undergo craftsmanship processes performed using traditional methods to achieve an unsurpassed final effect.

Please use your bag consciously and clean it only with a dry, soft cloth  before storing it in the original dust bag in a well ventilated place far from heat sources or moisture.

How can I clean the inner lining of a bag? 

The lining is an integral part of the bag and consequently cannot be subject to targeted maintenance. We recommend the utmost caution when using the bag, specifically by ensuring that any containers (e.g. nail varnish, creams, lipsticks, water bottles, etc.) are closed, and by refraining from carrying loose objects that could damage or stain the lining.

The use of cleaning or repairs by unauthorized third parties may limit our ability to service your product in the future. For any specific needs, please contact our Client Service.

Prada offers repair services on a case by case basis. In the event your product requires a repair, please bring the product to one of our Prada stores direct, or contact Client Service for further assistance.

Each case is carefully and professionally handled by our specialized technicians, offering a customized approach based on a variety of factors (e.g. age of the product, type of the leather, technical limitations (if any), etc.) that make each of our repair services unique.

The use of cleaning or repairs by unauthorized third parties may limit our ability to service your product in the future. For any specific needs, please contact our Client Service.

Please contact our Client Service as follows: 

By phone at 1-877-997-7232 (from Monday to Saturday from 9 am to 10 pm and on Sunday from 9 am to 8 pm); 

By e-mail at client.service.americas@prada.com and/or 

through the dedicated “contact us” section or per livechat on our Website.