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 following the day Prada accepts 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.

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

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.

Our delivery service is available worldwide in the countries indicated on our e-store. If you desire your purchase to be delivered to a location other than the one in which you are, you have to change the location on the website menu before placing your order.

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.

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.

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.

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.

You will be responsible for any shipping costs incurred if you return the product using other than specified 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.

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 explain further return processes.
4. Please have the package ready and return the product using specified carrier.
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.

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.

Can I return my online purchase in a free-standing store?

Certainly. 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.

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.

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.

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

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.

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.

While browsing our e-store, you can easily locate the item of your interest in our Stores. 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.