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.

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.

Please note Orders will take 1 to 3 days to process and are typically delivered between 2 to 3 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 2 to 3 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.

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.

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.

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.

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.

In specific Holiday periods, extended returns may be possible, as indicated in detail by a dedicated message on the website.

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

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 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 865 569 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

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. 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.

Can I return my online purchase in a 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 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

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.

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

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.

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.

You can contact our Client Service by phone at +64 4 831 9336, 7 days a week, 11AM – MIDNIGHT NZST or by email: client.service.apac@prada.com.

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.