Proenza Schouler | FAQ | Official Site

Our Online Flagship Store www.proenzaschouler.com is fully operational 24/7. Due to unprecedented circumstances due to COVID-19, we have implemented social distancing and hygiene practices at our distribution center. During this time, please allow 7-14 business days to process your order. UPS and DHL delivery times may also be longer than usual. Our commitment to you is to maintain a seamless customer experience, so we’ll let you know if anything changes in regards to expected shipping times.

Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch. We cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimise any potential delays. 

For any further questions about your order or return, please contact our Customer Care team at [email protected]. We will endeavour to do all we can to help you with your order. 

Please refer to our Orders and Shipping page for this information here.

Click 'Forgot Password' under 'Log In.' You will be asked to re-enter your email address so that we can send you a temporary password. Once you log back in, you will be able to reset your own password. 

Please refer to our Orders and Shipping page for this information here.

Our friendly Customer Service Advisors are happy to assist you with placing your order over the phone. For domestic orders, please call us at 347 983 6556. For International orders, please call us at +44 1473 921468. We are available Monday to Friday from 9 am-6 pm ET.

As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors as soon as possible to cancel an order. Unfortunately, we are unable to modify your order once it has been placed. Further information on cancelling an order can be found in our Return and Refunds Policy.

The health and safety of our community is our top priority. We are following the guidelines of the World Health Organization and all competent authorities and constantly ensure that hygiene and sanitary standards are respected. As a result, our shipping locations are operating with limited capacity and this could generate minor delays. Should you have any questions or concerns, please do not hesitate to contact our customer service team.

After you place your order, you will receive an email acknowledging that we have received your order. This does not mean that your order has been confirmed yet. Only after your credit card details have been approved, your delivery address has been verified, and the items have been located, will your order be accepted and shipped. You will then receive another email confirming your order. 

If any of your desired items are unavailable from our warehouse, we will try our best to locate them from our Flagship Store. If this is not possible, we will inform you as quickly as possible of the out-of-stock pieces and your payment for the item(s) will not be processed. 
 

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. As a result, placing an item in your shopping bag does not reserve it.

Stay updated with new arrivals and promotions by entering your email address under ‘Stay in the know’ at the bottom of our home page. You will then be subscribed to our newsletter. Preferences can be managed in ‘My Account.’ 

Click on ‘View Size Guide’ on the product detail’s page to view our conversion chart. We also provide fit information and model measurements for each style under the ‘Size and Fit’ tab.

Most items shown are in stock unless otherwise stated. For each product, you can see its size availability. If you are able to select your size, then the item in that size is in stock. If not, please contact us at [email protected] to be notified of an item coming back in stock.

Please email us at [email protected] to be to notified of an item coming back in stock. 

The currency that you shop in is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.

Proenza Schouler accepts the following payment methods: 
Credit Card: Visa, MasterCard, Discover, American Express. 

PayPal: Shop easily online without having to enter your credit card details on the website.
Your account will be charged once the order is completed. To register for a PayPal account, visit paypal.com. 

We also accept Alipay, Sofort, iDeal where applicable.

When you are checking out, add in new payment information and make sure "remember these details for any next purchase" is checked off.

Proenza Schouler only accepts one (1) form of payment per order;however where applicable a client's outstanding credit will be applied to their following order, redeemable via the email address entered. 

Your personal data is confidential and kept private. For more information, please see the Proenza Schouler Privacy Policy. 

Your card will be charged at the time of purchase. 

If you have store credit, it will automatically be applied to your next purchase.

Please refer to our Retuns and Refunds page for this information here.

For a complete list of steps, please see our Returns and Refunds page here.

You are able to drop off returns purchased via our website to either of our Flagship Store located in New York. Please make sure you retain all original packaging, including outer packaging, to use if returning the goods. You will need to provide proof of purchase (E-receipt). The courier will collect your package from the store within one working day. We normally process returns within 3 business days of their arrival at our warehouse. Should your return comply with our Returns Policy, you will receive a confirmation email as soon as the refund for your return has been processed. At the moment the service is available in the following stores:

Proenza Schouler 
121 Greene Street
New York, NY
10065
212 420 7300

Your items must be returned in the original packaging, including any boxes, hangers, or tissue. Any designer packaging such as authenticity cards, dust bags, and leather tags must also be returned as they are considered part of the product. Footwear and accessories must be returned unmarked and unscuffed in the original undamaged boxes provided and inside a protective shipping box. If the item comes with a security tag, this must be left on. If removed, the item will not comply with the Returns Policy and will not be refunded. 

At this time, we do not accept exchanges. If you need a different color, item, or size, we recommend ordering the desired size while it is still in stock and shipping back your return for a refund. 

All items are quality controlled and checked for faults before they are shipped to customers. Should you receive an item that is not in perfect condition please contact Customer Care within 14 days of receiving the item.

No, the order must be returned and the payment will be refunded to the original cardholder's account. A new order will then need to be placed. 

Please refer to our Retuns and Refunds page for this information here.

We will always try to be as swift as possible; however, sometimes refunds can take up to 14 working days to process depending on your bank or payment provider. Payments will be refunded to the original payment method excluding the cost of shipping. Once your refund has been approved by our team, you will receive an email notification. 

We guarantee the authenticity of all products purchased from proenzaschouler.com. 

Authentic Proenza Schouler products are exclusively sold through Proenza Schouler boutiques, authorized partners, department and specialty stores, and proenzaschouler.com. 

Please find out store locations here.

Every promotion that we run changes. Please see our Terms and Conditions for promotion restrictions. 

At this time, we do not offer virtual gift cards.

We do not gift wrap purchases; however, most full-price item packages come with exclusive branded packaging. 

Shipping costs will vary depending on the size, weight, and destination of your chosen items. As indicated at the time of purchase and by the order confirmation email, you are responsible for any and all shipping costs associated with the delivery. Once you are at checkout, the shipping fee will show above the total cost. Shipping fees may vary depending on the shipping method of your choice. All relevant delivery options are available for your order and to your destination will be displayed at checkout. For last minute purchases, Express delivery is available to most destinations and Same Day delivery is offered in NYC for applicable products. 

As indicated at the time of purchase and by the order confirmation email, you are responsible for any and all shipping costs associated with the delivery. Once you are at checkout, the shipping fee will show above the total cost. Shipping fees may vary depending on the shipping method of your choice. 

Please refer to information regarding duties and taxes here. 

For last minute purchases, express delivery is available to most destinations and same day delivery is offered in New York City for applicable products. 

Please refer to our Orders and Shipping page for this information here.

The expected ship date is shown on the product description page. 

Yes, someone must be at the delivery address to sign for the package. 

Please refer to our Repair Policy in our Terms and and Conditions here.

During this COVID-19 outbreak the safety of our community is our top priority. Our repairs facilities have reopened in a limited capacity so repairs may be delayed. For any after care inquiries you can still reach out to our customer service team. We thank you for your patience and understanding during these uncertain times.

Proenza Schouler offers a repair service for handbags and small leather goods purchased from proenzaschouler.com and any Proenza Schouler boutique up to one year from the date of purchase. If damage arises within this period, we will repair the product without charge and return it to you. Please note this policy does not cover normal wear and tear, misuse, or theft. For handbags and small leather goods purchased more than one year ago, we offer repairs for a fee based on an assessment of the repair request.