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Customer Care

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  • Made-to-order

    All orders are made-to-order in New York and subject to stock availability. Please allow for up to 5-7 business days for us to produce your order.

    We try to maintain accurate completion dates for you, however from time-to-time there may be a timing discrepancy and we will not be able to fulfill all your items according to schedule. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await additional time for the backordered item or if you would prefer for us to process a refund.
  • Payment Methods

    We accept the following forms of payment for online purchases: Visa, MasterCard, American Express, Discover, JCB, Diners Club, Shopify Pay, Apple Pay and Google Pay. Full payment will be required to confirm your order and will be processed securely using ShopifyPayments and PayPal. Once your order and payment has been processed, you will receive an order confirmation and shipment notification when your order is shipped.

    Sales tax is only charged to residents living in New York state (8.875%). For international orders, a customs duty and tax may be charged to you on receipt of your shipment. PRAE NYC is not responsible for payment of these duties and taxes.
  • Shipping

    All successful orders placed will be processed within 48 hours of receiving your order. Please allow between 5-10 days production time, from the time you place your order to dispatch. You will receive a tracking number and shipment notification via email once your order is dispatched. Please note, we cannot ship to APO/FPO or PO Box addresses.

    Items may be shipped individually or together due to varying item availability.

    We ask that customers who require their order more urgently select the Express option upon checkout to ensure faster delivery.

    If the order is shipped to the customer’s specified shipping address along with tracking information, PRAE NYC cannot be held responsible for orders that are lost or damaged in transit, or as a result of authorizing the courier service to leave your parcel unattended should nobody be at the delivery address.

    If you have further questions regarding shipping, please email us at
  • International Shipping

    Parcels sent with USPS via Priority Mail service will have a tracking ID that can also be used to track your delivery through your local postal service. For accurate updates please check your local postal service's tracking website once the parcel has arrived in the destination country.

    On the rare occasion international shipping to some countries can take 4-6 weeks, due to this we are not responsible for any delays caused by the destination country’s customs clearance process or by the courier transit time.
  • Duties & Taxes

    Prior to placing your order please check with your local customs authority on any customs duties or taxes that are payable by you – note that regulations and guidelines differ by country. Customs import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and PRAE NYC encourages you to be aware of these potential costs before placing an order with us.

    Please note, as the customer, you are responsible for all duties, taxes or brokerage fees associated with international shipping. Customs duties or taxes are not payable by PRAE NYC. Please check your country’s Tax and Duty import value thresholds for Non-Dutiable and Non-Controlled Goods. That is, imports not exceeding a certain total value are granted customs and tax relief, and can be delivered directly to you without additional payment.

    You may use this EasyShip guide as a reference for your destination country, however please note, PRAE NYC is not responsible for its accuracy.

    If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to PRAE NYC at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
  • Delivery Times & Change of Address

    Transit Time Domestically

    In general, domestic shipments are in transit for 2 - 7 days.

    Transit time Internationally

    Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

    Dispatch Time

    Orders are usually dispatched within 2 business days of order completion (please allow 5-7 business days for our seamstress to make your order). Our Studio operates on Monday - Friday during standard business hours, except on national holidays at which time the Studio will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

    Change Of Delivery Address

    For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

    Delivery Time Exceeded

    If delivery time has exceeded the forecasted time, please contact us at so that we can conduct an investigation.

  • Parcels Damaged/Lost in Transit

    If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please take photographs of the damage and contact customer service for next steps.

    Parcels are insured for loss and damage up to the value as stated by the courier.

    Process for parcel damaged in-transit

    We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

    Process for parcel lost in-transit

    We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
  • Cancellations

    We will ensure our best efforts to fill each and every order, however delays and cancellations may occur for reasons beyond our control. We reserve the right to cancel any orders for any reason, and we will return to the customer the full refund of the unfulfilled order amount. We will immediately notify the customer (using contact information provided by the customer) if cancellation is necessary, but we are not obligated to obtain permission or acknowledgement prior to cancellation.

    If you change your mind before you have received your order, you may cancel your order within 24 hours from the time you receive an order confirmation e-mail, prior to receiving a shipment notification, and receive a full refund. A request to cancel after 24 hours may be subject to a restocking fee of 15% of the total cost.

    If an order has already been dispatched, please refer to our Returns Policy.
  • Returns

    PRAE NYC will happily accept returns due to change of mind as long as a request to return is received by us within 5 days of receipt of item and are returned to us in original packaging, unused and in resellable condition within 10 days of receipt of the item.

    Return shipping will be paid at the customers expense and will be required to arrange their own shipping.

    Once returns are received and accepted, refunds will be processed via the original payment method. We will notify you once this has been completed through email.

    We will refund the value of the goods returned but will NOT refund the value of any shipping paid.

    Please see our Returns Policy. If you are unsatisfied with your order within 5 days after your package has arrived, please contact us at

  • Privacy Policy

    PRAE NYC respects your right to privacy. We do not share or sell your information to any third-parties. Any and all information collected by PRAE NYC is used solely for the purpose of processing your order, future orders and marketing from PRAE NYC.
  • Intimates & Garments Care Instructions

    Cold hand wash with mild wool or silk soap/detergent. Do not mix colors. Do not use fabric softeners. Do not wring, soak or bleach. Do not tumble dry or iron. Drip dry or lay flat to dry in the shade. Do not leave rolled up wet. Avoid contact with rough surfaces to prevent pulls in the silk fabric.

    If you wish to dry clean your items, we encourage you to use green, eco-friendly dry cleaning services.
  • Customer Service

    For customer service or assistance, please email