Placing an Order and Returns policy

We are authorised retailers for Lladro and MUD Australia in New Zealand.  Shopping with us gives you access to the full range of these great brands.

Delivery Timeframes

MUD Australia

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

Our service to you is that you can order from the whole MUD Australia range. Please allow orders from MUD Australia to take between 4 to 6 weeks to arrive, as a number of items are made to order.

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.

 Lladro

Lladro 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 Lladro pieces tell your story. 

Our service to you is that you can order from the whole Lladro range. Our aim is to have a significant proportion of the Lladro 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 Lladro 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 Lldaro 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 Lladro to take 2 to 4 weeks to arrive.

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.

Lladro (retired items) order approximate times:

  • For items that are no longer made by Lladro it is possible for us to source these items on a premium secondary market for Lladro pieces.
  • These items are sourced from private collection and then authenticated to ensure a quality product so the lead times are longer and can vary from 5 to 10 weeks approximately. 

Shipping & 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”.

International Delivery

The Porcelain Lounge offers a competitive international delivery rate determined by your delivery country. The Porcelain Lounge uses international carriers for international orders – this is the tracked express shipping method and is covered by insurance while in transit. Please note this is subject to change for each order. If your freight cost will depend on the weight and/or size of the of the item once packed and you will be notified of the amount to pay. We will notify you of this via email or phone prior to packing your order.

You are liable for any international import duties, customs & local sales taxes levied by the country the item is delivered to. Any taxes and duties owing will need to be paid to release your order from customs on arrival into your country.

Prior to dispatch, The Porcelain Lounge carefully and thoroughly packs the item in the brand’s original packaging, and adds additional safety measures to minimize damage during transit. If your item arrives in less than perfect condition, please contact us within 2 working days to arrange a replacement.

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

Duty Free Offer

We can offer Duty Free at The Porcelain Lounge, for all our non-resident customers returning overseas or for purchases from overseas.  If you are travelling abroad, and wish to purchase at duty free, please tell us at the time of purchase. 

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 & 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 by telephone or email:

021 522 631


hello@theporcelainlounge.co.nz

Make sure to include the returns form and copy of your invoice included in your package, and mail your return to the address below:

The Porcelain Lounge Limited
7 Maire Street
Eastbourne
Lower Hutt, 5013

We will email you a credit voucher, valid for one year, that can be used at the store online.