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 colours, materials and styles.

When you have made your selection, add the Product to your shopping bag. You can review your shopping bag, modify it, 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.

You may also place an Order on the Prada website by logging in through the My Account section for an enhanced shopping experience.

Should your order contains Pre-Order and/or Personalisation Products, the items will be delivered by means of multiple shipments as soon as they are ready for dispatch.

Product and sizing information

Our e-Store offers a wide selection of Products from the latest Prada collections, and our catalogue is regularly updated with new arrivals.

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 size 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.

Care Instructions

Ready-To-Wear
 

  • Please follow the care label sewn on the garment
     

Leather / textile bags, wallets and shoes
 

  • Avoid contact with water, or any substances containing alcohol (i.e. perfumes) or oil (makeup). If the item has been in contact with water, it is important to allow them to dry thoroughly in a well-ventilated area
  • Store leather items in a cool, dry place when not in use. Avoid direct exposure to sunlight, and keep the product away from any direct source of heat. Use an insert to maintain the product’s shape when storing
  • The insole of the shoes are made from natural leather and might cause colour migration due to prolonged contact.  Please avoid wearing light-coloured socks as much as possible
  • For products sewn stitch down, please keep away from water and avoid use in rainy weather
  • Please note that while shoes with a molded polyurethane (PU) sole are lightweight and comfortable, they are prone to hydrolysis deterioration in coastal, humid areas when left  unworn due to the composition of the material
  • Due to the nature of the print colour coating technique, discolouration and fading may occur to products
  • Due to the nature of leather, natural wear and tear is to be expected over time
  • Due to the nature of patent leather, colour migration will occur after prolong contact with other leather. It can be prevented by storing your items in the dust/shoe bags provided by Prada
     

Eyewear
 

  • Lenses can be cleaned regularly with warm water and a drop of dish detergent.  If you can, allow them to air dry. If not, dry them with a soft, clean, lint-free cloth. To avoid scratches, do not wipe the lens when they are dry.  Please note that this product may be deformed if left under direct sunlight for a prolonged period of time
     

Fragrances
 

  • Keep perfumes out of the reach of children
  • Avoid direct exposure to sunlight, and keep the product away from any direct source of heat
  • If in contact with eyes, wash with water immediately and seek medical consultation with your doctor

Country of Origin

Our products are produced at a variety of locations, including Italy and other carefully selected countries. The specific information can be located on the label of each item.  Products may have been produced in different batches; therefore, it is not possible to provide an exact date of manufacturing.

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

Should your Order contains both Pre-Order and non Pre-Order Products, the items will be delivered by means of multiple shipments as soon as they are ready for dispatch.

As with all orders, for any orders containing Pre-order Products, the total transaction amount will be charged in full at point of order submission.

Personalised Products

A selected group of Products on the website can be personalised and you will have the opportunity to view the rendering of your final product before placing the order. The website provides you with the option to choose between:
 

  • A removable personalisation (personalisation service with metal elements), and
  • A permanent personalisation by adding non-removable customisation (by way of example, through hot-stamping service) (hereinafter “Personalised Products”)
     

Personalised Products will be delivered by the estimated date specified on the Product page. The date will be up to 5 weeks from the time you receive the Confirmation email.

Should your Order for Personalised Products also contain non Personalised Products, the Products will be delivered separately at the earliest possible time.

For any Orders containing Personalised Products, the total transaction amount will be charged in full for all Products in advance at the time of Order submission.

Please note that return is not possible for permanently modified Personalised Products as they have been specifically customised for our clients.

Payment options, invoices and tax

We accept payment through selected credit cards issued in South Korea, bank transfers and other methods expressly indicated on the website.

The transaction will be charged at point of order submission.  Products may be unavailable due to unforeseen circumstances. In such case, Prada Client Service shall inform the Customer promptly by email and a refund will be issued for the cancelled item.

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.

Order acknowledgement

The buying process is completed when you click the Buy Button. Once the Order is placed, the content can no longer be changed.

Before confirming your Order, you must read and agree to the General Terms and Condition published on this website.  Please make sure you fill in the mandatory field relevant to the acceptance of the Privacy Policy.

After placing your Order, you will receive an email acknowledging your Order has been submitted, followed by a separate invoice email. 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.

Occasionally, certain Products may become unavailable.  If your Order contains Pre-Order and/or Personalised Products, and only a part of the Orders you placed is available, Prada will ship you only such Products and cancel the rest of the Order. You will be informed of such cancellation via email.

Order confirmation

Once the package is ready for dispatch, you will receive a confirmation email that your Order has been accepted, followed by a tracking email from our selected courier for all shipping details. For Orders containing Pre-Order and/or Personalised Products, the email confirmation will be sent up to 8 weeks prior to shipment. 

If your Order contains multiple Pre-Order and/or Personalised Products, you will receive an SMS with tracking information from the courier each time a Product shipment is dispatched.

Cancelling or modifying your order

As per our General Terms and Conditions, once an Order has been submitted, it cannot be further modified or cancelled.  Should you need to cancel your Order, please contact us as soon as possible to inquire into details. After the Order has been processed for shipping, it can no longer be cancelled and you may request a return by following the instructions in the “Returns” section.

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.

Delivery

Delivery service is available for all online Orders. Customers also have the option to pick up directly from our designated Stores, provided that the Order does not contain any Pre-Order and/or any Personalised Products.

Shipping

Please note Orders will take 1 to 3 days to process and are typically delivered between 3 to 5 business days from the moment the Order confirmation email is sent by Prada. Orders containing Fragrances can only be shipped Ground.

All of our Orders are shipped through Ilyang Logis. We offer:
 

  • Standard delivery - delivery in approximately 3 to 5 business days

For Pre-Order and/or Personalised Products which are not yet ready to be shipped, Prada shall delivery such Products at the relevant estimated delivery date – starting from the date of Confirmation email, within 5 weeks for Personalised Products; and within 8 weeks for Pre-Order Products.

All Orders must be shipped to a valid physical address in South Korea, the courier will not be able to ship to P.O. Boxes, poste restante or freight forwarder addresses. A signature will be required upon delivery of the Products.

Tracking your order

An Ilyang Logis Tracking Number will be assigned to your package as soon as it is shipped. You will receive an SMS containing the Tracking Number and a link to follow the delivery. If your order contains Pre-Order and/or Personalised Products which will be shipped as the Product(s) become available, or if you have selected the option to receive multiple shipments, you will receive a Tracking Number for each relevant shipment. You can also track your Order through My Account section.

Delivery time

Deliveries are Monday – Saturday, except for Jeju and islands. 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.

Pick up in store

Orders placed online may be picked up directly from our designated Stores provided that it does not contain any Pre-Order and/or Personalised Products. 

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

Once your Order is ready for in Store pick up, 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.

Return conditions

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 delivery; 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
  • 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
  • Fragrance must be returned unopened and in its original packaging
  • The Products must be shipped back through Ilyang Logis
  • The Order can only be returned from the same Location it was delivered to
     

Please note that return is not possible for permanently modified Personalised Products as they have been specifically customised for our clients.

Requesting and shipping your return

A Return Instruction 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 items you wish to return, and the reasons for the return.
  • A Return Authorization email will be sent to you


To ship your return:
 

  • Affix to the outside of the return package the prepaid shipping waybill displaying the returning address that was included in the original package at delivery
  • Organise a pick-up with Ilyang Logis by calling 02.3277.9500.  Please specify that it is for a Prada Return for collection and provide the consignment note number on the shipping waybill, your address and telephone-number. The exact pick-up time will need to be confirmed by Ilyang Logis

Refund

Upon receipt of the returned package, we will verify the condition of the items before accepting your return and authorising the refund. This process may take up 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 an Order Refund email as soon as we have issued the refund. The credit will be visible in your account within one or two billing cycles, depending on the time required for banking procedures for the credit card issuers.

Advantages of registering for My Account

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 personalised wish list of your favorite items and share it


Sign up for Newsletter

Recover password for My Account

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

Wish list

By logging into My Account, you can create a personalised wish list of your favorite items, print it and share it

Find in Stores

Click HERE to locate a certain item in our Stores and contact the store. You can also request an appointment in any of the listed stores.

Request an appointment in Store (Specific Product)

From our Product Page, you can use this tool to request an appointment for this specific Product in any of the listed Stores.  You will also be able to select your preferred date and time frame for the visit.

Request an appointment in Store (generic visit)

From our home page, you can use this tool to request an appointment to visit any of the listed Stores.  You will also be able to select your preferred date and time frame for the visit.

Require assistance?

You can contact our Client Service by phone toll-free 001 800 77232 000 (001 800 PRADA 000) 7 days a week, 8AM – 9PM Korea local time or by email: client.service.apac@prada.com

Locations we ship to

Our e-Store is available in Australia, Austria, Belgium, Canada, China, Denmark, Finland, France, Germany, Greece, Hong Kong S.A.R., Ireland, Italy, Japan, Korea Republic of, Luxembourg, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, United Arab Emirates, 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.