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FAQs

Please select your desired items, add them to the shopping bag and proceed with payment. You can fill in your shipping address or choose "pick up in store" service. After filling in the required information and completing payment, the order is placed. We will process your order as soon as possible and inform you via SMS.

The e-store offers a wide selection of products and the catalog is updated regularly with new arrivals.

Each product page will include a size guide to help you to determine your best fit.

We accept 3 payment methods including union pay, alipay, WeChat pay etc.

Upon completing your purchase and placing your order, you will receive an SMS informing your order has been generated. Once the availability of the items is confirmed, we will send you a confirmation SMS.

If you do not receive the confirmation message within 48 hours of completing your purchase, please contact us to verify that the order has been correctly processed.

Customer may request to collect the products designated by Prada directly from a store which may be selected on the Website at the time of the purchase.

Once the merchandise is available for pickup, you will receive a SMS and please present the SMS at the store upon collection, along with the ID of the recipient.  The merchandise will be available for 7 days after the notification message is sent. If after 7 days  the item has not been picked up, we reserve the right to cancel the order and refund the amount paid. We will try to contact you to notify the cancellation, however, if we are unable to reach you, the order might still be cancelled.

The estimated delivery date will be 2 to 6 calendar days after confirmation. Fragrance delivery may takes longer time.

Order cannot be modified once payment is made. If there is any changes required, please contact our Client Service to cancel the order and place another order using the updated information.

If we need to cancel your order under special circumstances, we will contact you regarding the cancellation and process the refund as soon as possible. Cancellation can occur in a number of circumstances including - without limitation - when the item ordered is out of stock or an error is discovered in relation to any information on the website.

You can contact our Client Service by phone at 400 600 1913 (Monday to Sunday, 9:00 – 22:00 Beijing Standard Time) or by e-mail at client.service.china@prada.com.

We are dedicated to provide excellent and trustworthy service.

We provide free shipping and delivery service. 

Once your order is shipped, you will receive a message with the tracking number.

The estimated delivery date will be 2 to 6 calendar days after order confirmation. Fragrance delivery may take longer time.
As the courier will require a signature, we suggest that you choose a shipping address where you or someone your designated representative during the day.
In any case, if there is no one to sign the package upon delivery, courier will contact the receiver.

Product may only be delivered at mainland China (excluding Hong Kong, Macau and Taiwan).

You may return the products purchased on our website which have never been used free of charge within 7 days from delivery. All the items with a security tag attached must be returned with the tag still in its original position. Products must be returned in the same condition in which they were delivered and should be packed in their original packaging. Please ensure that the Products are intact and complete, that they have never been used, worn or damaged in any way, and equipped with all the labels and tags, correctly attached, as they were received with, together with the original VAT invoice.                                                       

You can submit your return request through the My Account by following the instructions. 

To perform a return please:

1. Log in to your “Account” using your mobile phone number;

2. Select “orders”. Click on the order that you wish to return and click on “request a return”

3. Complete the online fields with all requested information, such as the precise quantity of the articles you wish to return;

4. Remark the reasons for the return.

You can submit the return request under "My account". Please kindly note that we are unable to accept any returned goods without receiving the online return request.
After applying for a return, you will be contacted by Client Service within 3 business days.

Once the returned product is received, we will verify the condition of the items before accepting your return and authorizing the refund. We will send you an SMS as soon as we have authorized the refund. The payment method that you have used for the original purchase will affect the time when the refund reaches your payment account. Please check your original payment account. 

With My Account, you can access a series of exclusive services:
1. Manage your personal information
2. Archive order history and track order status
3. Create a personalized wish list of your favorite items and share it.
4. Sign up for the Newsletter.

In all sections where you can log in, you can access a “Forgot password” link to receive a verification code to create a new password.

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

Use this tool to request an appointment in any of our listed Stores. 

You have the opportunity to pre-order the products designated by Prada. 

All articles for which a pre-order is possible are expressly marked on the Website as “pre-ordered Product” or as “pre-order”.

You can buy these items and get them delivered within the estimated date specified in the product page description. 
 

Should your order also contain non pre-ordered products, all articles will be sent at the same time as soon as the pre-ordered products have become available.

However, if you wish to purchase both pre-order product and non pre-order product, we suggest placing two separate orders to be able to receive available items first.

Upon shipment you will receive an SMS with the tracking number of the shipping so that you can track it on the courier's website.

Pick-up in store service is not applicable for orders contain pre-ordered products.

Please contact our Client Service by phone at 400 600 1913 if you have any question.