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FAQs

Shopping online

  1. Placing an order online
  2. From the e-store menu, you can explore our online catalogue by new arrivals or by choosing a product category. Refine your search by selecting colours, materials and styles.

    To enhance your online shopping experience, log into My Account section.
    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 corner of the page. When you are ready, click on the buy button in the shopping bag to complete your purchase. 

    To find the nearest Prada store, please visit our Store Locator.

  3. Product information and sizes
  4. Our e-Store offers a wide selection of products from the season’s collections and our catalogue is regularly updated.

    If the item you are looking for online is unavailable, we invite you to visit our Store Locator and contact your nearest Store to discover similar products.

    Each product page will include a size guide with general conversions to help determine your best fit. 

    Please note that any measurements of the Products given are approximate only, and colours, fabrics and designs of the Products displayed, and the Products delivered to the Customer, may vary in minor respects.

  5. Payment options, invoices and tax
  6. We accept payment through selected credit cards and other methods expressly indicated on the website.

    The transaction will be charged only after we have verified your card details, confirmed availability of the products, and prepared your order for shipment.

    When purchasing from prada.com, card details are transmitted through a secured server to protect your payment details. Card data will not be hosted by Prada post-processing.


    You will be charged in the same currency as the prices displayed at checkout. The order total includes taxes, duties, and shipping costs if any. You will receive an invoice for every order placed on our website.

  7. Order acknowledgement and confirmation
  8. After placing your order, you will receive an email acknowledging your order has been submitted. This does not mean that we have accepted your order.  Your order is not confirmed until your credit card details have been approved, delivery address verified and the items located. Should you not receive your order acknowledgement email within 24 hours from placing your order, please contact us to verify that the order has been correctly processed.

    Once the package is ready for dispatch, you will receive a second email to confirm that your order has been accepted, followed by a separate invoice email and a tracking email from our selected courier for all shipping details.

  9. Cancelling or modifying your order
  10. Should you need to cancel your order, please contact us as soon as possible. After the order has been processed for shipping, it can no longer be cancelled.

    For security reasons we cannot change the shipping and billing address. If you notice any mistakes or need to request modification, please contact our Client Service team for assistance.

  11. Require assistance?
  12. You can contact our Client Service by phone toll-free at +800 77232 000 (+800 PRADA 000), 7 days a week, 9AM – 11PM Hong Kong local time or by email: client.service.apac@prada.com

Delivery & Collection

  1. Delivery
  2. Delivery service is available for all online orders. Customers also have the option to pick up directly from our designated Stores.

  3. Shipping
  4. All of our orders are shipped through Seko Logistics. We offer:

    • Standard delivery - delivery in approximately 1-3 business days

    Please note orders take 1 to 3 days to process, and delivery times are estimated from the day of dispatch.

    All orders must be shipped to a valid address, courier will not be able to ship to P.O. Boxes, poste restante or freight forwarder addresses.

  5. Tracking your order
  6. A Seko Logistics Tracking Number will be assigned to your package as soon as it is shipped. You will receive an email containing the Tracking Number and a link to follow the delivery. You can also track your order through My Account section.

  7. Delivery time
  8. Deliveries are Monday – Saturday, 9am to 6pm. 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.

    If you require assistance or are unable to contact the courier, please do not hesitate to contact us.

  9. Pick up in store
  10. Orders placed online may be picked up directly from our designated Stores.

    To select this option, please choose your preferred Store from the list at checkout.

    Once your order is ready for in Store pickup, you will receive a notification e-mail. Please present the confirmation e-mail upon collection, along with your ID for verification.  To have someone pick up the order on your behalf, the designated person will need to show the order confirmation, and a government-issued ID that matches the name on the order.  If for any reason you are unable to pick up your order within 7 days, we reserve the right to cancel the order and a refund will be issued.

  11. Locations we ship to
  12. Our e-store is available in Australia, Austria, Belgium, Canada, China, Denmark, Finland, France, Germany, Greece, Hong Kong, Ireland, Italy, Japan, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Portugal, South Korea, Spain, Sweden, Switzerland, United Kingdom and the United States.


    Please select the Location in which you want your order delivered, as our catalogue and services may differ according to the specific Location.

    You can change site location through the Menu on the top right corner of every page.

Returns

  1. Return conditions
  2. If for any reason you are not satisfied with the products purchased on our website, we offer free return within 14 days from delivery, provided that the products comply with all the Return Conditions in accordance with our terms of purchase.  Return request must be submitted within 7 days of the date of order confirmation; items must then be shipped back within 7 days of receiving your return number.

    Before requesting a return, please ensure compliance with all the following conditions, in accordance with our terms of purchase:

    • The products you wish to return must be in the same condition as they were delivered, and should be packed in their original packaging.  The products must be intact and complete, not used, or damaged in any way with all labels, tags and, security tags attached in their original position and any special packaging and accessories included. Incomplete, damaged, worn or altered items will not be accepted

    • Fragrance must be returned unopened and in its original packaging

    • The products must be shipped back through Seko Logistics
  3. Requesting and shipping your return
  4. A Return Instructions form will be included in your order package.

    To request a Return Number:

    • Log in to the “Return” section on the website or directly to your “Account”. Enter your order number and the email address associated with your original order
    • Complete the online form with all requested information, such as the details of the single models, the precise quantity of the articles you wish to return, and the reasons for the return.
    • A Return Authorization email will be sent to you

    To ship your return:

    • The prepaid return shipping waybill is already affixed on the outside of the original package
    • To prepare for parcel pick-up, place the selected product(s) inside
    • Organize the pick-up by emailing Seko Logistics’ Customer Service team at SEKOCLCS.PradaMiuMiu@Sekologistics.com or call them at 3195 3126 Monday thru Friday, 9am - 6pm HKT. Emails received on Saturday/Sunday will be returned on Monday
    • Please specify that this is a collection for a Prada Return and provide the original tracking number that starts with PRA, your address and telephone number. The pick-up time will be confirmed by Seko Logistics
  5. Refund
  6. On receipt of the parcel, we will verify the condition of the items before accepting your return and authorizing the refund. This process may take between 3 to 5 business days.

    Refunds will be issued and credited to the original credit card/account used for the order purchased, 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.

    We will send you a confirmation email as soon as we have issued the refund. The credit will be visible in your account within one week or within one or two billing cycles, depending on the time required for banking procedures for the credit card issuers.

My Account

  1. Advantages of registering for My Account
  2. With My Account, you can access exclusive services for an enhanced shopping experience:

    • Save your addresses and card details for a quicker checkout next time
    • Track order status and request a return online
    • Review past purchases at a glance
    • Create a personalized wish list of your favorite items and share it
    • Sign up for Newsletter
  3. Recover password for My Account
  4. In all sections where you can log in, you can access the “forgot password” button to receive an e-mail with a link to create a new password

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

  7. Request an appointment in Store
  8. Click HERE to request an appointment in any of our listed Stores

  9. Find in Stores
  10. Click HERE to locate a certain item in our Stores and contact the store

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