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FAQs

Shopping online

  1. Placing an order online
  2. From the e-store menu you can explore our online catalogue by new arrivals or by choosing a product category. 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 e-store offers a wide selection of products from the season’s collections and our catalogue is regularly updated.
    If the item you are looking for online is not currently available, we invite you to visit our Store Locator and to contact your nearest Store and verify availability or to discover similar products.
    Each product page will include a size guide with general conversions to help determine your 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.
    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 estimated 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 recap of your order details. After verifying availability of the products, we will prepare the parcel for shipment and confirm your order by sending you the invoice by email.
    Should you not receive your order confirmation email within 24 hours from completing your purchase, it is highly likely that the order has not been registered in our systems. This may be due to a number of factors, therefore if you are not sure if your order has been correctly processed, please do not hesitate to contact us

  9. Delivery times
  10. We offer complimentary Ground Delivery (delivery in 2-6 working days), 2nd Day Delivery ($25) and Overnight Delivery ($35). You can select your preferred delivery method at checkout.
    Please note 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.

  11. Cancelling or modifying your order
  12. 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.

  13. Require assistance?
  14. 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 6 working days - complimentary for all orders
    • 2nd day delivery - $25
    • Overnight delivery - $35

    Please note orders take 1 to 3 days to process, and delivery times are estimated from the day of shipping.
    For orders of $ 3,000.00 and more (before shipping charges and sales taxes are applied) we offer complimentary Overnight delivery.
    Please note that 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 2n 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 case nobody 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, don’t hesitate to contact us.

  7. Countries we ship to
  8. Our e-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 attached and any special packaging and accessories included (incomplete, damaged, worn or altered items will not be accepted)
    • The return must be requested within 30 days from delivery of the order
    • The products must be shipped back through FedEx or taken to a Prada store in case you prefer an exchange
    • The package can only be returned from the same Country it was delivered to

    If you encountered any issue with the products your 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 can 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 order parcel you will find a printed Return Card and your Return Instructions: kindly follow the indications provided to request your return and send us the products.
    Return shipping is free 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.

  5. Refund times
  6. On receipt of the parcel, we will verify the integrity of the items before accepting your return and requesting the refund. Kindly consider this process may take between 5 and 10 days.
    The refund is issued directly to the card or PayPal account used for the original 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, but 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 received our email.

My Account

  1. Advantages of registering for My Account
  2. 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.
  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. Use this tool to request an appointment in any of our listed Stores.

  9. Find in store
  10. Use this tool to locate a certain item in our Stores and contact the store.

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