Placing Orders and Returns Policy

We are authorised retailers for Lladró from Spain and MUD Australia in New Zealand. Shopping with us gives you access to these great brands.

MUD AUSTRALIA

MUD Australia has created a bit of magic for the table! Handmade, artisan porcelain tableware that elevates the dining experience, a gathering shared with family and friends or just having a cup of tea!.

IMPORTANT ORDER AND DELIVERY INFORMATION - Updated May 2024

As of May 2024, we are only selling MUD Australia Items we currently have in stock in New Zealand. 

  • Your carefully packed order will take between 3 to 10 days' to arrive.
  • Please live chat us (or email) if you have any questions, we're always very pleased to help our customers.


LLADR
Ó

Lladró is a specialist in its field, committed to creating porcelain art pieces that represent and reflect the loves of our lives, whether that is a person, an animal, hobby and/or a vocation. In so doing Lladró pieces tell your story. 

Our service to you is that you can order from the whole Lladró range. Our aim is to have a significant proportion of the Lladró range here to view on our site. However, as there are approximately 14,000 pieces in the catalog (current and historical) so we won’t be showing all the range here. Therefore, if you can’t find a piece on our site can we suggest you identify the item from the Lladró official site: www.lladro.com and then contact us via email, phone or live chat and we will order it in for you. As an authorised Lladró retailer you can have confidence in our retail pricing and our free insurance covered freighting in New Zealand. In addition, we offer great VIP discounts, which we can tailor to reflect your purchasing history once you subscribe to our website. 

Please allow orders from Lladró to take 2 to 3 weeks to get to you. 

We do keep a range of items in stock and these will be dispatched immediately and depending on your location should be with you in 3 to 10 days' time. Once you have placed your order we will notify you to confirm the timeframe for delivery. You are also very welcome to live chat us to confirm the delivery time of the item you are considering and we can suggest alternatives that may suit if you require the item within a shorter timeframe.

SHIPPING AND DELIVERY


NEW ZEALAND SHIPPING

Please check on our Shipping and Delivery page for delivery charges and timeframes. 

Please make sure that the delivery address and contact details are correct. The delivery address must be an address within New Zealand and cannot be a PO Box or Freight Forwarding Location.

Please note for orders over $1000 we will send “Signature required”.

GIFT CARDS

Our gift cards are delivered by email and can be forwarded on to your recipient. They can also be printed off. Gift cards have no additional processing fees & can only be used in our online store. They are valid for 12 months from purchase.


RETURNS AND EXCHANGES


RETURNS OVERVIEW

We want our customers to be completely satisfied with their purchase. We recommend you immediately inspect any goods that we deliver to you. Please ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

GOODS DAMAGED IN TRANSIT

If any goods arrive damaged, please contact us as soon as possible. If your item/s arrive broken please email a photo of the broken goods still in the box, also with an image of the condition of the box and contact as soon as possible so that we can arrange a replacement or credit voucher and take the necessary steps to get the item returned to us. 

RETURNS AND CHANGE OF MIND

Please choose carefully as refunds are not provided where you have simply changed your mind. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order. 

We offer a 30-day exchange period from date of receipt. Please contact us to discuss.  We expect the item to be returned within the original packaging. Any additional shipping and postage charges are your responsibility. We recommend a trackable and insured service.

If you have a return claim, please contact us at:

The Porcelain Lounge 

Email: hello@theporcelainlounge.co.nz

Telephone: +64 21 522 631


Make sure to include the returns form and copy of your invoice included in your package. 

Mail your return to us at:

Postal address:
The Porcelain Lounge Limited 

Level 11, Midland Chambers 

45 Johnston Street 
Wellington Central
Wellington, 6011

We will email you a credit voucher, valid for one year, that is redeemable at our online store.