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FAQs

Shopping online

  1. 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.
     

Products

  1. Information & Sizes

    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.
     

    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.

    For any Orders containing Pre-Order Products, the total transaction amount will be charged in full for all Products in advance at the time of the Confirmation email.
     

    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 may be delivered separately as each item becomes available.

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

    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 and other methods expressly indicated on the website.

    The total Order will be charged after we have verified your card details, confirmed availability of the Products, and prepared your Order for shipment, save what is provided for in the sections dedicated to the Pre-Order Products and the Personalised Products.

    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. 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 separate invoice email and 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 at check out, you have agreed to the pre-selected option to receive your Order as multiple shipments, you will receive tracking information from the courier each time a Product shipment is dispatched.
     

    Cancelling or modifying your order

    As per our General Terms and Condition, 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 & Collection

  1. 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 Toll. 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 deliver such Products at the relevant estimated delivery date – starting from the date of the confirmation email, within 5 weeks for Personalised Products; and within 8 weeks for Pre-Order Products.

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

    Tracking your order

    A Toll Tracking Number will be assigned to your package as soon as it is shipped. 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. A link will be provided for you to follow the delivery.  You can also track your Order through My Account section.
     

    Delivery time

    Deliveries are during office hours, Monday – Friday. 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.
     

Returns

  1. Returns

    If for any reason you are not satisfied with the Products purchased on our website, we offer free return within 30 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 16 days of the date of delivery; items must then be shipped back within 14 days of receiving your return number.
     

    Return conditions

    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 Toll
    • The order can only be returned from the same Location it was delivered to

    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 pacakge the prepaid shipping Consignment Return Note label, displaying the return address that was included in the original package at delivery
    • Organise a pick-up with Toll by calling 0800 865 547 Monday – Friday 8:30AM to 5:30PM NZST or email at tollparcelsaucklandcustomerservices@tollgroup.com. Please specify that you have a Prada return for collection; provide the Consignment Note Number on the pre-printed return shipping label, as well as your address, telephone number and preferred date of collection. Toll will confirm the exact pick up
       

    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.
     

My Account

  1. 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.
     

Further options

  1. 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 at +800 77232 000 (+800 PRADA 000), 7 days a week, 11AM – MIDNIGHT NZST 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, Luxembourg, Monaco, Netherlands, New Zealand, 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.
     

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