Popular Questions
Can I cancel or change my order after placing it?
Orders begin processing quickly, so cancellations or changes unfortunately aren’t possible. If you reach out immediately at info@prados-official.com, we’ll do our best to help.
How can I track my order?
Once your order is shipped, you’ll receive a tracking link by email. (Please note: our tracking system may be temporarily unavailable—contact us if you need help.)
What payment methods are accepted?
We accept all major credit/debit cards, PayPal, Klarna (where available), Apple Pay, Google Pay, and Prados gift cards.
What currency will I be charged in?
You will be charged in your local currency by default. For clarity on conversions or international fees, feel free to email us—we’re happy to assist.
Shipping Information
How long does delivery take?
We usually process orders within 1–3 business days. Actual delivery time depends on your location, typically between 7–10 business days. Customs, local post, or busy periods may cause delays.
Do you ship internationally?
Absolutely—we ship worldwide using secure, trackable carriers. Free shipping automatically applies once you hit the minimum spend for your region.
Are customs duties included in shipping costs?
No, you're responsible for any duties, taxes, or import fees. We advise checking with your local customs office before ordering.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Return & Refunds
What’s your return policy?
You have 14 days from delivery to return an item for any reason. Just email info@prados-official.com, and we’ll send return instructions.
What are the conditions for returns?
Items must be unworn, unwashed, with tags attached, and in their original condition. Return shipping costs are non-refundable.
Which items can’t be returned?
These include: underwear, socks, unsealed perfumes, and Final Sale items. Items returned after 14 days or in worn/damaged condition without prior notice may be rejected.
What refund options are available?
- Gift card: Receive a 15% bonus—processed within 2–3 business days.
- Original payment method: Takes 7–10 business days, plus a few extra days to show on your statement.
What if a product arrives damaged or faulty?
Email us within 5 business days with photos of the issue at info@prados-official.com. We’ll work to resolve it quickly.
My refund hasn’t been received—what do I do?
If over 10 business days have passed since we processed your return, contact us with your order details, and we'll gladly assist.
Customer Support
What if I never received my order confirmation?
Check your spam/junk folder first. If it’s still missing, email us with your name and order details—we’ll confirm your order manually.
Can I give feedback or ask for product recommendations?
Of course! We always value your feedback and are happy to help you explore styles or sizes that match your preferences.
How quickly will you respond to my emails?
We aim to reply within 1–2 business days. If you haven’t heard from us after that, feel free to follow up.