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.
Product and sizing information
The e-store offers a wide selection of products from the latest Prada collections, and the catalog is updated regularly with new arrivals.
If the item you are looking for online is not currently available, you can contact the nearest Prada store using the “Find in store” tool or discover similar products.
For more information about sizes, you can check the size guide on each product page.
Payment options and taxes
We accept all major credit cards and the other payment methods expressly indicated in this website.
The amount of the products you ordered will be charged -according to the selected payment method- after we have verified your card details, as soon as the order placement process has successfully been completed.
Prada.com features the most advanced security systems to protect your payment details, guaranteeing absolute security for all transactions.
You will be charged in the same currency as the prices displayed at checkout. The order total includes any shipping costs, taxes and duties.
You will receive a payment receipt for orders 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
The Order will be confirmed only when Prada sends the confirmation email to the email address indicated on the order form. Prada will send you the relevant confirmation email for each Product as soon as it is ready to be shipped.
The mails will contain a confirmation and summary of the Order in relation to any Product ready to be shipped, such as: product description and information as well as the total price of the order, including taxes and any shipping costs.
If at order check-out you have agreed the pre-selected option for receiving your Order as multiple shipments, Prada will send you a confirmation email each time the shipment of a product takes place.
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.
Delivery times
Please note that Orders are typically delivered between 2–3 business days from the moment the order confirmation e-mail is sent by Prada.
As far Pre ordered Products and/or Personalized Products which are not yet ready to be shipped at the time of the submitting your Order, Prada shall deliver such Products at the relevant estimated delivery date (namely within 3 (three) weeks, starting from the sending of the relevant confirmation email, for Personalized Products and within 8 (eight) weeks, starting from the sending of the relevant confirmation email, for Pre ordered Products).
Once the package is shipped, you will receive a confirmation e-mail with the tracking number from our courier.
Please be reminded that the courier delivers Monday to Friday during business hours and requires a signature upon delivery. For more detailed information, please see the “Shipping” section.
Cancelling or modifying your order
As per our General Terms and Conditions of Sale, once an Order has been submitted it cannot be further modified or cancelled.
At any rate, if you need to cancel your purchase, please contact us as soon as possible to inquire into details. Should the order have already been shipped, please consider that you may still request a return by following the instructions in the “Returns” section.
No cancellations are possible for Personalized Products based on the definitive nature of their customization, that we perform expressly according to your wish.
For security reasons, we cannot change the items in your order or the shipping or billing address. If you notice any mistakes in the information provided, please contact our Client Service.
How To Make A 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 articles for which a pre-order is possible are expressly marked on the Website, and reported herein, as “Pre Ordered Product” or as “Pre Order”.
You can buy these items and receive them by the estimated delivery date specified on the Product page description, within 8 (eight) weeks starting from the sending of the confirmation email.
Should your Pre-order also contain a non Pre-order Product, the articles will be shipped by means of multiple shipments as soon as they are ready for shipping.
The amount of the Pre Ordered Products will be charged in advance as each relevant confirmation e-mail is sent by PRADA, even though such products are not ready to be shipped.
On the other hand, the amount of any non-Pre Ordered Products will be charged at the moment of their shipment as the relevant confirmation e-mail is sent.
Upon each shipment you will receive an email with the tracking number of the shipping so that you can track it on the courier's website.
How to make an order for personalized products
You have the opportunity to personalize a selection of products by adding removable or non-removable customizations.
Under the section “Prada My Character”, the website gives you the option to choose between:
- a removable personalization (personalization service with metal elements), and
- a permanent personalization by adding non-removable customizations (by way of example, through hot-stamped personalization service) (hereinafter “Personalized Products”).
This way, you will be able to go ahead choosing your item from a selection of styles and to view a rendering of your choice before finalizing your purchase.
You can order Personalized Products and receive them by the estimated delivery date specified on the product page description, within 3 (three) weeks starting from the sending of the confirmation email.
Should your Order for Personalized Products also contain non Personalized Products, the articles will be delivered separately as soon as the Products become ready to be shipped.
The amount of the Personalized Products will be charged in advance as each relevant confirmation e-mail is sent by PRADA, even though such products are not ready to be shipped.
On the other hand, the amount of any non- Personalized Products will be charged at the moment of their shipment as the relevant confirmation e-mail is sent.
Upon each shipment you will then receive an email with the tracking number of the shipping so that you can track it on the courier's website.
No returns are possible for Orders of Personalized Products provided that these Products are permanently modified and specifically personalized for our clients.
Need assistance?
You can contact our Client Service by phone at +800 800 77232 (from Monday to Saturday from 9 am to 8 pm and on Sunday from 9 am to 6 pm, Central Europe Time), by e-mail at client.service.eu@prada.com, through the dedicated “contact us” section or per livechat on www.prada.com.
Shipping options and costs
The shipping method is selected by the customer from the dropdown menu and the amount is displayed in the shopping bag.
The courier cannot deliver to PO boxes or general delivery addresses.
Tracking your order
Both in case you have agreed the pre-selected option for receiving multiple shipments and you have opted for receiving the entire Order as a whole, a tracking number from our courier will be assigned to each relevant shipment. You will receive an e-mail with the tracking number and a link to track the packages.
You can also access this information in My Account.
When to expect delivery
Deliveries are made Monday to Friday during business hours.
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, our courier will leave a notification and a contact number. If you require assistance to reschedule the delivery, please don’t hesitate to contact our Client Service.
Locations we ship to
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.
Return conditions
If for any reason you are not satisfied with the products purchased on our website, we offer free returns within 14 days from delivery or collection.
Before requesting a return, please ensure that the items comply with our terms of sale.
Items purchased may not be exchanged and, therefore, if you would like to exchange your purchase, you can return the item under the terms and conditions described herein and proceed with a new order.
The products must be returned in the same condition in which they were delivered. Please make sure that they are intact and complete, never worn, used or damaged in any way and that they are returned in their original package with all tags attached. 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.
We also inform you that 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.
Permanently personalized products cannot be returned considering that these products are definitively modified and specifically personalized for our clients.
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.
Return request
This procedure does not apply to Panerai watches, since their particular characteristics require a dedicated management. If you wish to return such items please contact our Client Service.
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. attach the adhesive label provided, which includes our return shipping address, to the outside of box. This label was already included in the original package at delivery.
Inside the order package, you will also find a return form containing all of the necessary information to request your return and for shipping.
Before completing the return, it is important to verify that the return meets the conditions indicated above and in the Terms of Sale.
Return shipping
This procedure does not apply to Panerai watches, since their particular characteristics require a dedicated management. If you wish to return such items please contact our Client Service.
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. attach the adhesive label provided, which includes our return shipping address, to the outside of box. This label was already included in the original package at delivery.
4. Write an email to client.service.eu@prada.com to ask for a pick up of your return parcel. In doing so, please specify your pick up address, telephone number, and preferred date that will have to be confirmed by our courier.
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 associated with the return shipping.
If compliance of the return is confirmed, the amount of the returned goods will be credited on the same tool originally used for payment.
The return process takes about 7 days, then we will send you a refund confirmation email.
For any questions or further information, please see our General Terms of Sale or contact Prada Client Service by e-mail at client.service.eu@prada.com or by phone at +90 212 373 8880.
Refund times
Once the package is received, we will verify the condition of the items before accepting your return and authorizing the refund. This process normally takes about 7 days.
The refund will be issued directly to the same credit card or other payment method 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 approximately within one or two billing cycles from the date of the return, based on the conditions of the payment method used.
Advantages of registering for My Account
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.
- Store credit card information to speed up checkout.
- 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.
Recover password for My Account
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.
Wish list
By logging in to My Account, you can create a personalized wish list of your favorite items, print it and share it.
Request appointment in Store (generic visit)
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.
Request appointment in Store (specific product)
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.
Find in store
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.