FAQs

Placing an order online

From the E-store menu, you can browse our new arrivals or select a specific product category. Refine your search by selecting colors, materials and styles.

Once you have added the items to your shopping bag, you can view your selection, modify it and proceed to checkout. To complete your purchase, simply enter your shipping, billing and payment details.

You may also place an order on the Prada website by logging in through the My Account section.

Product and sizing information

The E-store offers a wide selection of products from the latest Prada collections, and the catalog is updated regularly with new arrivals.

If the item you are looking for online is not currently available, you can contact the nearest Prada store using the “Find in store” tool or discover similar products.

For more information about sizes, you can check the size guide on each product page.

Payment options and taxes

We accept payment through selected credit cards and other methods expressly indicated on the website.

The amount of the products you ordered will be charged after we have verified your card details and confirmed availability of the Products, as each confirmation e-mail is sent which notifies that the product is ready to be shipped.

If you order multiple products and would like to receive them separately, each amount will be charged when the relevant item is shipped.

On the other hand, the amount of any Pre ordered Products and/or Personalized Products (permanent customized type) will be charged before their shipment and as the confirmation e-mail of the relevant order is sent, still according to the selected payment method and after we have verified your card details.

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.

VAT rate will be applied at the time of product shipment, not at the time of ordering the product. Therefore, in case you place an order just before new VAT tax enforcing, there may be a difference between the total amount at the time of order confirmation and the amount charged by us.

Order acknowledgment

The buying process is completed when you click the Buy button, confirming your order. A copy of the order will be sent to both Prada and to the email address provided on your order form.

Once you have confirmed your order, its content can no longer be changed.

Before confirming your order form, you must read and agree to the General Terms and Conditions published on this website, saving them on your device or printing them.

If you do not receive an email confirming your order within 24 hours of completion, please contact us to verify if the order was correctly received.

Order confirmation

The Order will be confirmed only when Prada sends the confirmation email to the email address indicated on the order form. Once we confirm the product and stock condition, the dispatching process will be started. Prada will send you the relevant confirmation email with the tracking number that is provided by our selected courier for each Product as soon as it is ready to be shipped.

If at order check-out you have agreed the pre-selected option for receiving your Order as multiple shipments, Prada will send you a confirmation email each time the shipment of a product takes place.

The mails will contain a confirmation and summary of the Order in relation to any Product ready to be shipped, such as: product description and information as well as the total price of the order, including taxes and any shipping costs.

You will also receive an email with the invoice each time we finish dispatching the items.

Pick up in store

Orders placed online may be picked up directly from one of our Stores. (Except for the orders containing Pre Ordered or/and Personalized Products (permanent customized type) or the orders containing only Pre Ordered Products.)

To select this option, please choose the Store from the suggested list on the Menu.

Once the merchandise is available for pickup, you will receive a notification e-mail to print and 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 item has not been picked up, we reserve the right to cancel the sale by giving due notice and reimbursing the amount paid. Please note that markdown merchandise will be available for 7 days after the notification e-mail is sent.

Delivery times

Please note that Orders are typically dispatched within 5 (five) business days from the day after your order.

If at order check-out you have agreed with the pre-selected option for receiving your Order as multiple shipments, the items will be delivered by means of multiple shipments as soon as they are ready for dispatch.

As far Pre ordered Products and/or Personalized Products which are not yet ready to be shipped at the time of the submitting your Order, Prada shall deliver such Products at the relevant estimated delivery date (namely within 3 (three) weeks, starting from the sending of the relevant confirmation email, for Personalized Products and within 8 (eight) weeks, starting from the sending of the relevant confirmation email, for Pre ordered Products). In addition, please be sure to check the delivery schedule indicated on the item details page. 

Once the package is shipped, you will receive a confirmation e-mail with the tracking number from our selected courier service.

Please be reminded that the courier delivers during AM8:00 ~ PM9:00, Monday to Sunday and requires a signature upon delivery. For more detailed information, please see the “Shipping” section.

Cancelling or modifying your order

As per our General Terms and Conditions of Sale, once an Order has been submitted it cannot be further modified or cancelled.

At any rate, if you need to cancel your purchase, please contact us as soon as possible to inquire into details. Should the order have already been shipped, please consider that you may still request a return by following the instructions in the “Returns” section.

No cancellations are possible for Markdown sale products and Personalized Products based on the definitive nature of their customization, that we perform expressly according to your wish.

For security reasons, we cannot change the items in your order or the shipping or billing address. If you notice any mistakes in the information provided, please contact our Client Service.

How to make a Pre-Order

You have the opportunity to pre-order a selection of Products before their commercial launch or distribution and placement in the market.

All articles for which a pre-order is possible are expressly marked on the Website, and reported herein, as “Pre Ordered Product” or as “Pre Order”.

You can buy these items and receive them by the estimated delivery date specified on the Product page description, within 8 (eight) weeks starting from the sending of the confirmation email.

Should your Pre-order also contain a non Pre-order Product, the articles will be shipped by means of multiple shipments as soon as they are ready for shipping.

The amount of the Pre Ordered Products will be charged in advance as each relevant confirmation e-mail is sent by PRADA, even though such products are not ready to be shipped.

On the other hand, the amount of any non-Pre Ordered Products will be charged at the moment of their shipment as the relevant confirmation e-mail is sent.

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

How to make an order for Personalized Products

You have the opportunity to personalize a selection of products by adding removable or non-removable customizations.

Under the section “Prada My Character”, the website gives you the option to choose between:


- a removable personalization (personalization service with metal elements), and
- a permanent personalization by adding non-removable customizations (by way of example, through hot-stamped personalization service) (hereinafter “Personalized Products”).


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 3 (three) weeks starting from the sending 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 become ready to be shipped.

The amount of the Personalized Products will be charged in advance as each relevant confirmation e-mail is sent by PRADA, even though such products are not ready to be shipped.

On the other hand, the amount of any non- Personalized Products will be charged at the moment of their shipment as the relevant confirmation e-mail is sent.

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

No returns are possible for Orders of Personalized Products provided that these Products are permanently modified and specifically personalized for our clients.

Need assistance?

You can contact our Client Service by phone at 0120-45-1913 (Monday to Friday, 9 a.m. – 20 p.m.  Saturday to Sunday, national holidays, 10 a.m. – 6 p.m.) or by e-mail at client.service.jp@prada.com. In addition, Live chat service is also available.

Shipping options and costs

Delivery service is available for all online Orders. The shipping cost is free of charge.

Customers also have the option to pick up directly from our designated Stores (for the details, please refer the “Pick up in store” section).

We will ship your order within 5 business days from the day after your order. For Pre-order and/or Personalized Products which are not yet ready to be shipped, Prada shall deliver such Products at the relevant estimated delivery date stated on the product description page.

For the timed delivery service, please arrange directly from the below courier’s website after receiving the email with the Tracking Number. The 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.

http://toi.kuronekoyamato.co.jp/cgi-bin/tneko

If you select the option to receive multiple shipments, you will receive an email notification each time.

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

Tracking your order

A Yamato tracking number will be assigned to your package as soon as it is shipped. You will receive an e-mail with the tracking number and a link to track the package. If you choose the multiple shipments, you will receive an email notification each time when the items are ready to be shipped.

You can check the order delivery status from the link below (you’ll be redirected to the Yamato Transport website):  http://toi.kuronekoyamato.co.jp/cgi-bin/tneko

When to expect delivery

Deliveries are made every day of the week including weekend and holiday from 8am to 9pm.

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.

In the event that nobody is available to sign for the package, Yamato will leave a notification and a contact number. If you require assistance to reschedule the delivery, please don’t hesitate to contact Yamato directly.

Locations we ship to

Our E-store is available in Japan, Australia, Austria, Belgium, Canada, China, Denmark, Finland, France, Germany, Greece, Hong Kong S.A.R., Ireland, Italy, Luxembourg, Monaco, the Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom and the United States.

Orders can only be shipped to the location where you are. If you would like your purchase to be delivered to a location other than the one in which you are, you will have to change the location on the site menu before placing your order.

Return conditions

If for any reason you are not satisfied with the products purchased on our website, we offer free returns within 14 days of delivery. Please note that we do not accept any returns of Markdown sale products and a part of Personalized products.

Before requesting a return, please ensure that the items comply with our terms of sale.

Items purchased may not be exchanged and, therefore, if you would like to exchange your purchase, you can return the item under the terms and conditions described herein and proceed with a new order.

The products must be returned in the same condition in which they were delivered. Please ensure they are in their original condition, not used, worn or damaged in any way, and returned in their original packaging, complete with all tags attached.

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

Purchase return will not be accepted if any of the following conditions apply:


• Greater than or equal to 15 days have elapsed since the shipment was delivered.
• The item has already been used, or there is an indication that it has been used.
• When a part of, or an accessory of the item and/or the original wrapping material is not included in the return package.
•  The security tag is missing or not attached to same place when it has been dispatched.
• Markdown sale merchandizing.
•  Personalized product (permanent customized type. e.g. hot stamped).
• Perfumes without the original condition of the sealing cellophane and packaging. (Opened, damaged, altered or removed.)


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.

Return request

If for any reason you are not satisfied with the products purchased on our website, we offer free returns within 14 days of delivery. Please note we do not accept any returns of Markdown sale product and a part of Personalized products (permanent customized type).

The following is required to make a return:
 

  1. Submit a request by accessing the “Returns” section on the website, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order.
  2. 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.


Before completing the return request, it is important to verify that the return meets the conditions indicated above and in the Terms of Sale.

Once we receive your return request, we will contact you to confirm further return processes and schedules.

You will be responsible for any shipping costs incurred if you return the product using another carrier or delivery method.

If you have encountered any question with the process, please do not hesitate to contact the Client Service by Email, online chat or Phone Call.

Return shipping

The following is required to make a return:


1. Submit a request by accessing the “Returns” section on the website, or directly under “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the e-mail address used to place the order. 
2. 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.
3. Client service will contact you to arrange picking up date of the package.
4. Please have the package ready and hand to the delivery person.
5. Once it is determined that the return meets all requirements, the amount of the merchandise will be refunded to the same method of payment used.

* Please check following when returning your fragrances.
- Please use the original package and packing materials that were used for packaging at the time of shipment.
- Based on security and hygienic-sanitary reasons, perfumes cannot be returned if the sealing cellophane and the original packaging have been opened, damaged, altered or removed.
(When you cannot use the original packing materials.)
- Please pack one product for per package.         
- Please prepare a package that is strong and is able to protect the product. When packing, protect the returned product with cushioning or shock-absorbing material.
- Be sure to attach a “handle with care” sticker on the package.


The products must be returned in the same condition in which they were delivered. Please ensure they are in their original condition, not used, worn or damaged in any way, and returned in their original packaging, complete with all tags attached.

By following these instructions, our courier will proceed to pick up the package without any additional fees. Otherwise, you will be responsible for the shipping cost and we will not be liable for any loss, damage or theft.

For any questions or further information, please see our General Terms of Sale or contact Prada Client Service by e-mail at client.service.jp@prada.com or by phone at 0120-45-1913.

Refund times

Once the package is received, we will verify the condition of the items before accepting your return and authorizing the refund. This process may take 7 business days.

The refund will be issued directly to the card account used for the original purchase, and in the same currency.

We will send you a confirmation e-mail as soon as we have authorized the refund. The credit will appear in your account within 1~2 months from when you receive our e-mail. For details, please contact your credit card company.

Advantages of registering for My Account

With My Account, you can access a series of exclusive services for a more pleasant and enhanced shopping experience:
 

  • Save various billing and shipping addresses to speed up the ordering process.
  • Archive order history, track order status and easily request returns.
  • Create a personalized wish list of your favorite items and share it.
  • Sign up for the Newsletter.

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 (generic visit)

Use this tool to request an appointment in any of our listed Stores. While doing so, you can easily select your preferred store, date and time frame (the date and timeslot you can select is limited).

Request appointment in Store (specific product)

While browsing our E-store, starting from any item of your interest you can use this tool to request an appointment in any of the listed Stores. While doing so, you can easily select your preferred store, date and time frame (the date and timeslot you can select is limited). Please note that Markdown sale product is an exception.

Find in store

Use this tool to locate a certain item in our Stores and contact the store. From here, you can also request an appointment in any of the listed Stores. While doing so, you can easily select your preferred store, date and time frame (the date and timeslot you can select is limited).