Proenza Schouler | FAQ | Official Site


How will COVID-19 affect my order?

Our Online Flagship Store 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. 

Do I Need an Account to Place an Order and What Are the Benefits of Creating a Proenza Schouler Account?

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

I Forgot My Password–What Should I Do?

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. 

How Do I Place an Order on Your Site?

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

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. 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.

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 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.

Will My Order Arrive Late Due To COVID-19?

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.

How Will I Know If You Have Received My Order?

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 Stores. 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. 

Can I Reserve a Product to Buy Later?

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.

How Do I Receive Proenza Schouler Email Updates?

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.’ 

Where Can I Find Size and Fit Advice?

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.

How Do I Know If an Item Is in Stock?

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.

Are You Going to Have My Size Again?

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

Which Currencies Can I Shop in?

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.

Which Payment Methods Do You Accept?

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 

How Do I Change My Credit Card Details?

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

Can I Use Multiple Methods of Payment?

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. 

Will My Personal Details Stay Safe?

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

When Will My Card Be Charged?

Your card will be charged at the time of purchase. 

How Do I Use My Store Credit?

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

What Is Your Returns Policy?

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

How Do I Return My Order?

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

How Do I Return in Store?

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
212 420 7300

How Do I Package My Item For Return?

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. 

Can I Exchange My Item?

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. 

How Can I Return or Exchange a Faulty Item?

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.

Can I Exchange or Return an Item Gifted to Me By Someone Else?

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. 

Will Shipping And Duties Be Refunded On Return?

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

When Will I Receive My Refund?

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. 

Are Products Sold On the Site Authentic?

We guarantee the authenticity of all products purchased from 

Where Can I Buy Authentic Proenza Schouler Products?

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

Please find out store locations here.

What Are Your Promotion Restrictions?

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

Can I Buy A Gift Card Online?

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

Can I Get My Purchase Gift-Wrapped?

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

Which Shipping Methods Are Available and What Are the Fees?

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. 

How Much Will I Be Charged For Shipping?

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. 

Will I Need to Pay Taxes and Duties?

Please refer to information regarding duties and taxes here

Do You Offer Same Day Delivery?

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

When Will I Receive My Order and How Can I Track Delivery?

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

How Long Will It Take To Receive My Pre-Order?

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

Is Signature Required Upon Delivery?

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

How Do I Repair an Item?

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

Is My Repair Affected By COVID-19?

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.

Is There Warranty?

Proenza Schouler offers a repair service for handbags and small leather goods purchased from 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. 


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