HOW TO SHOP & PLACE AN ORDER
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
An email address is all you need to start the order process. We recommend that you register for a PRODIGY account so that you can start adding your favorite pieces to your wish list and easily place an order.
I HAVE FORGOTTEN MY PASSWORD: WHAT SHOULD I DO?
Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
CAN I PLACE AN ORDER OVER THE PHONE?
Our friendly Customer Service Advisors are happy to assist you with placing your order over the phone.
CAN I CANCEL OR MAKE CHANGES TO MY ORDER?
As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors as soon as possible to cancel or make changes to an order. Unfortunately we are unable to add items to an existing order, but we welcome you to place a new order foradditional pieces. Further information on cancelling an order can be found in our Returns & Refunds Policy
WHICH PAYMENT METHODS DO YOU ACCEPT?
- Bank Tranfer
- Bank Reference
- Direct debit SEPA
WILL MY PERSONAL DETAILS STAY SAFE?
CAN I RESERVE AN ITEM TO BUY LATER?
We aim to provide a fair opportunity to shop for our most in-demand styles and as items are often limited, reservations are unavailable. As a result, placing an item in your shopping bag or wishlist does not reserve it.
ARE PRODIGY ITEMS AUTHENTIC?
Our offering is expertly curated from the best luxury fashion around the globe and we guarantee all items are authentic.
RETURNS & REFUNDS
WHAT IS YOUR RETURNS POLICY?
If your purchase isn’t quite right, you can return it for a refund within 14 days of your delivery date.
We recommend that your item is sent back within 7 days of receipt to ensure it will be returned to the original location on time. If you would like to exchange an item, you will need to return it and place a new order. Simply go to ‘My Orders & Returns’ in your Prodigy account to arrange a return, or contact our friendly Customer Service Advisors for assistance. For further information on returning an order, view our Returns & Refunds Policy.
WHEN WILL I RECEIVE MY REFUND?
As soon as your item is received and accepted, we will send an email to confirm the completion of your refund.
Refunds are issued via the original payment method and will normally appear within 15 business days, depending on the processing time of your payment provider. To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns & Refunds Policy.
WILL SHIPPING & DUTIES BE REFUNDED ON RETURN?
The original delivery cost won’t be included in your refund. If you have shipped an order to a DAP (Delivery at Place) country, taxes and duties are non-refundable through Prodigy. You may be able to recover these by contacting your local customs office directly.
The cost of the return is a responsibility of each client.
In the case where a client has purchased an item with free delivery, at the return of it,Prodigy will discount the value board table value of the transportation.
We call your attention to the fact that if you buy a few items that gave you a ONE FREE SHIPPING, the return of those items to the Prodigy brand will demand that the total transportation value will be discounted, according to the price of the transportation board.
This means that, if you return a single piece in this specific case,the total transportation value of your entire order will be discounted.
HOW MUCH WILL BE CHARGED BY EACH TRANSPORTATION?
Each Prodigy item purchased is unique and that´s why the sending costs vary depending on the size, height and final destination of each order.
This information will be present online while you shopping on our site.
WHEN WILL I RECEIVE MY ITEM AND HOW CAN I TRACK DELIVERY?
Once your order details are confirmed, your item will be carefully prepared and sent on its way on the same day, if you make payment on or before15:00 (BST). If you pay after this time schedule we will send the item on the next business day. Normally the delivery takes between 24 hours and 7 days, it depends your location. We will keep you updated with tracking information and an estimated delivery date.