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FAQs

Shopping online

  1. Placing an order online
  2. You can explore our online store by choosing a product category and refine your search by selecting colors, materials and styles.
    When you have made your selection, add the product to your shopping bag. You can review your shopping bag and proceed to checkout from the icon on the top right hand corner of the page. To complete your purchase simply enter your shipping, billing and payment details.
    If you are looking for the nearest Prada store, please visit our Store Locator.

  3. Product information and sizes
  4. Our online store offers a wide selection of products from the season’s collections and our selection is regularly updated.
    If the item you are looking for is not currently available online or showing as available in store, we invite you to visit our Store Locator and to contact your nearest Store to discover similar products.
    Each product page includes a size guide with general conversions to help determine the best fit.

  5. Payment options, invoices and tax
  6. We accept payment through all major credit cards and PayPal.
    The transaction will be charged only after we have verified your card details, confirmed availability of the products and shipped your order (except in the case of pre-orders, see further details in the pre-order section).
    prada.com features state-of-the-art security systems to encrypt and protect your payment details, guaranteeing the total security of all transactions.
    The charge will be in the same currency as the prices you see at checkout. The order total includes the Sales Tax amount. You will not need to pay any extra duties or taxes at delivery.  You will receive an invoice with the billing details entered at checkout for every order placed on the website.

  7. Order confirmation
  8. Shortly after completing your purchase, you will receive an email with a summary of your order details. After verifying availability of the item(s), we will prepare the parcel for shipment and confirm your order by sending you the invoice by email.
    If you do not receive your order confirmation email within 24 hours from completing your purchase and are not sure if your order has been correctly processed, please do not hesitate to contact us.

  9. Pre-Order
  10. We offer the possibility to pre-order certain styles.  The delivery timeframe for pre-order products is noted in each product description. 

    Should you wish to purchase a pre-order item and any regular item(s), a “mixed” order, we recommend you place separate orders to expedite delivery.  You will be charged for a pre-order (or mixed order) at the time of order placement and an email confirmation will be emailed to you.  Once your total order is ready we will ship it and send you an email shipping confirmation with a tracking number.

    Our standard policy for cancellations and returns applies: you are able to cancel your order any time before shipment and return within 30 days of delivery.

  11. Delivery times
  12. You can select your preferred delivery method at checkout.  We offer complimentary Ground Delivery (delivery in 2-6 business days), 2nd Day Delivery $25 and Overnight Delivery $35.   Please note 2nd Day and Overnight orders placed after 3pm on Friday will ship on Monday.  Orders take 1 to 3 days to process, and delivery times are estimated from the day of shipping.
    As soon as the package is shipped you will receive a confirmation email from our courier, FedEx, containing your Tracking Number. Please remember the courier delivers Monday to Friday during office hours and requires signature upon delivery.  For more detailed information, please read our Shipping section.

  13. Pick up in store
  14. We offer the option to place an order online to be picked up directly from one of our Stores.  To select this option please choose the store from the suggested list on the Menu.  Once your order is available for pickup you will receive a notification e-mail to 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 order has not been picked up, we reserve the right to cancel by giving due notice and reimbursing the full amount paid.

  15. Cancelling or modifying your order
  16. Should you need to cancel your order, please contact us as soon as possible. After the order has been prepared for shipping, it can no longer be cancelled.  For security reasons we cannot change the items in your order or the shipping and billing address. If you notice any mistakes or need to request minor modifications, please let us know and we will do our best to provide assistance.

  17. Require assistance?
  18. You can contact our Client Service by phone at +1-877-99-PRADA / +1-877-997-7232 (Monday to Sunday 9am – Midnight EST) or by email: client.service.americas@prada.com

Delivery & Collection

  1. Shipping options and costs
  2. All our orders are shipped through FedEx. We offer the following delivery options:

    • Ground delivery - delivery in approximately 2-6 business days – complimentary for all orders
    • 2nd day delivery - $25
    • Overnight delivery - $35 - For orders of $ 3,000.00 and more (before shipping charges and sales tax) complimentary Overnight delivery.

    Please note 2nd Day and Overnight orders placed after 3pm on Friday will ship on Monday.  Orders take 1 to 3 days to process, and delivery times are estimated from the day of shipping.

    Orders containing Fragrances can only be shipped Ground. If you are purchasing other items together with your fragrance and require faster delivery, we invite you to place two separate orders.
    The courier cannot ship to P.O. Boxes or to General Delivery/Poste Restante addresses.

  3. Tracking your order
  4. A FedEx Tracking Number will be assigned to your package as soon as it is shipped. You will receive an email containing the Tracking Number and a link to follow the delivery.  On the FedEx website you will be able to verify the location and expected delivery date of the parcel.

  5. When to expect delivery
  6. Deliveries are during office hours, Tuesday to Saturday for packages shipped with Ground service and Monday to Friday for packages shipped with 2nd Day or Overnight service.
    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, FedEx will leave a notification and a contact number. If you require assistance or are unable to contact the courier, do not hesitate to contact us.

  7. Countries we ship to
  8. Our online store is available in Austria, Belgium, Canada, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Japan, Luxemburg, Monaco, Netherlands, Portugal, Spain, Sweden, Switzerland, United Kingdom and the United States.
    If you selected UNITED STATES as your Country, please note that we ship to addresses in the continental United States (including Alaska) and Puerto Rico, but do not ship to Hawaii or other locations outside the continental United States.
    Orders can only be placed and shipped to the Countries included in the list above.
    We invite you to choose the Country where you want your order delivered, as our catalogue and services may change according to the selected Country.
    You can change location through the Menu on the top right hand corner of every page.

Returns

  1. Return conditions
  2. Before requesting a return, please make sure the products comply with all the following conditions, in accordance with our terms of purchase

    • The products must be in their unused, original condition, with all tags, including but not limited to, security tags, attached and any special packaging and accessories included (incomplete, damaged, worn or altered items will not be accepted). In the event a product has a security tag and is returned without the security tag attached to the product, the product will not be accepted for return.
    • The return must be requested within 30 days from delivery of the order
    • The products must be shipped back through FedEx or can be taken to a Prada store for exchange only
    • The purchase can only be returned from the same Country it was delivered to

    If you encounter any issue with the products you received but do not wish to make a return, please contact us, we will be glad to assist you in finding the best possible solution.

  3. Requesting and shipping your return
  4. Products may be returned for any reason within 30 days from delivery.  Before returning an item, please ensure the return complies with the conditions stated above and in our terms of purchase.
    In your parcel you will find a printed Return Card and your Return Instructions: kindly follow the directions provided to request your return and send us the products.

    Return shipping is complimentary through FedEx: you can leave the package at a drop-off point.
    Prepare the items you wish to return in the original order box, including the filled in Return Card. Kindly ensure that the products have all their packaging and accessories, all tags are intact and the return box is safely sealed before leaving it with the courier.
    Should you decide to return with a different courier, the shipping will be at your expense and we do not guarantee in case of  loss, damage or theft.

  5. Refund times
  6. On receipt of the parcel, we will verify the integrity of the items before accepting your return and issuing the refund. Kindly consider this process may take between 5 and 10 days.
    The refund is issued directly to the original method of purchase, 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.
    In-store returns are not eligible for a refund, and can only be returned for exchange or store credit.
    We will send you a confirmation email as soon as we have requested the refund. The credit will be visible in your account within one week (for PayPal orders) or within one or two billing cycles (for credit card orders) from when you receive our email.

My Account

  1. Advantages of registering for My Account
  2. With My Account, you can access a series of exclusive services for an
    enhanced shopping experience:

    • Create a personalized wish list of your favorite items and share it.
    • Sign up for the Newsletter.
    • 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.
  3. Recover password for My Account
  4. 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.

  5. Wish list
  6. By logging in to My Account, you can create a personalized wish list of your favorite items, print it and share it.

  7. Request appointment in Store
  8. You may use this feature to request an appointment in any of our listed Stores.

  9. Find in store
  10. You may use this feature to locate a certain item in our Stores and contact the store.

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