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Can I return a product purchased online?
If for any reason you are not satisfied with the products purchased on our website, you can return them for free within 14 days from delivery or collection.
Before requesting a return, please ensure that the items comply with our terms of sale.
The products must be returned in the same condition in which they were delivered.
Please make sure that they are intact and complete, never worn, used or damaged in any way and that they are returned in their original package with all tags attached.
In case a product was provided with a security tag, the return of this product will not be accepted if the original security tag has been removed, broken or damaged.
Are there exceptions in the return policy?
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.
Can I return my online purchase in a Prada store?
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.
How can I make an online return request?
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.
How can I send my return if I am registered in My account?
Returns must be shipped in their original box.
Each article must be shipped in the same conditions in which it was received (labels and tags must be attached and all accessories must be included).
After creating a return request through My Account, Prada offers different shipment methods for your return:
Same shipping address
Attach the return label provided with your order on the previous shipping label and close the parcel.
Wait for the arrival of the courier on the date and time frame confirmed and show the return label on the packaging at the pick up.
New address
Download your new return label from your "My Account", attach it on the previous label and close the parcel.
Wait for the arrival of the courier on the date and time frame confirmed and show the return label on the packaging at the pick up.
Drop off point
Attach the return label provided with your order on the previous shipping label and close the parcel.
Through "My Account", find the nearest drop off point.
Return Label
You can download your return label both from your "My Account" section and from the return instruction email that you receive immediately after you have completed your return request.
Is the return free?
The return of the articles purchased online is free, provided it is performed in compliance with the conditions and the time frame specified by our return policy.
Can I return an order even if I am not a registered user?
Of course. After creating a return request through our website, Prada offers different shipment methods for your return:
Same shipping address
Attach the return label provided with your order on the previous shipping label and close the parcel.
Wait for the arrival of the courier on the date and time frame confirmed and show the return label on the packaging at the pick up.
New address
Download the new return label that you have created through our website, attach it on the previous label, and close the parcel.
Wait for the arrival of the courier on the date and time frame confirmed and show the return label on the packaging at the pick up.
Drop off point
Attach the return label provided with your order on the previous shipping label and close the parcel.
Through the website section where you have created your return request, you can find the nearest drop off point.
Return labels
While creating your return request, you can download your return label. As an alternative, once you have completed your request, you can download the label from the return instruction email that is sent immediately after that.
Please note that returns must be shipped in their original box.
Each article must be shipped in the same conditions in which it was received (labels and tags must be attached and all accessories must be included).
Same shipping address
Attach the return label provided with your order on the previous shipping label and close the parcel.
Wait for the arrival of the courier on the date and time frame confirmed and show the return label on the packaging at the pick up.
New address
Download the new return label that you have created through our website, attach it on the previous label, and close the parcel.
Wait for the arrival of the courier on the date and time frame confirmed and show the return label on the packaging at the pick up.
Drop off point
Attach the return label provided with your order on the previous shipping label and close the parcel.
Through the website section where you have created your return request, you can find the nearest drop off point.
Return labels
While creating your return request, you can download your return label. As an alternative, once you have completed your request, you can download the label from the return instruction email that is sent immediately after that.
Please note that returns must be shipped in their original box.
Each article must be shipped in the same conditions in which it was received (labels and tags must be attached and all accessories must be included).
How long will it take to receive a refund for my return?
Once the package is received, we will verify the condition of the items before accepting your return and authorizing the refund. This verification normally takes about 7 days.
The refund will be issued directly to the same credit card or other payment method used for the original purchase, and in the same currency.
You will receive a confirmation e-mail as soon as we have authorized the refund.
Your account should be credited within a maximum of 30 days from the date of refund and depending on the refund policy of the payment tool used.
