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 verify your selection, modify it and proceed to checkout. To complete your purchase, simply enter your shipping address, your billing address and select a payment method.
You may also place an order on the Prada website by logging in through the My Account section.

At check-out, in case your order contains more than one item, the option to receive the products separately by means of multiple shipments, is already pre-selected.

Should you not change this option, you express your agreement to receive the products separately as soon as they are ready for shipping.

If you wish to receive the entire order as a whole, as soon as the last item is ready for shipping, please simply flag the relevant option.

Please note that the option to receive the entire Order as a whole, is not applicable in case of Orders containing also Pre ordered Products and/or permanently Personalized Products, as defined herein below.

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.

Personalized 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 acknowledgment

The buying process is completed when you click the Buy Button, confirming your order (hereinafter the “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. Please also make sure you fill in the mandatory field relevant to the acceptance of the Privacy Policy.

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

If at check-out you have agreed the pre-selected option for receiving multiple shipments and only a part of the products you ordered is available, Prada will ship you only such products and cancel the rest of the order, informing you by sending you the relevant cancellation email.

If, on the other hand, at check-out you have selected the option to receive the entire order as a whole and only a part of the products you ordered is available, you will be contacted by Prada so as to decide whether you agree of receiving your order partially or if you prefer cancelling it.

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 your Order contains multiple Pre-Order and/or Personalised Products, 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

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 1 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 SingPost. We offer:

  • Standard delivery - delivery in approximately 1 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.

Tracking your order

A SingPost 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 track your Order through SingPost portal at www.speedpost.com.sg

Delivery time

Deliveries are Monday – Friday, 9am to 6pm; and Saturday, 9am to 12:30pm. 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 no one is available to sign for the package, SingPost will leave a notification note and redirect the package to the nearest POPStation.  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 one of our Stores, provided that your Order does not contain any Pre-order Products and/or any Personalized Products, as defined herein below. Orders containing only Personalized Products can be picked up in store.

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.

Returns

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.

Return conditions

Before requesting a return, please ensure compliance with all the following conditions, in accordance with our terms and condition:

  • 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 SingPost


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:

  • Once a return pick-up has been arranged, Prada Client Services will provide you with a prepaid shipping return label by email
  • Please print and affix the label to the outside of the return package

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 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 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 at toll-free +800 77232 000 (+800 PRADA 000), 7 days a week, 7AM – 8PM Singapore local time or by email: client.service.apac@prada.com

Locations we ship to

Our e-Store is available in Australia, Austria, Belgium, Brazil, Canada, China, Denmark, Finland, France, Germany, Greece, Hong Kong S.A.R., Ireland, Italy, Japan, Korea Republic Of, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Portugal, Singapore, 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.