Customer Service

A wide selection of authentic art porcelain pieces made entirely by hand.

The limited series are backed by a certificate that comes included with the piece at the time of purchase. If you want a duplicate or personalization of your certificate, you can easily request it through the customer service form available on our website. The necessary data for this request are: Reference and name of the piece, serial number, shipping address, phone number, and the name to be displayed on the certificate.

Limited edition pieces are rpoduced with a fixed quantity and include a certificate with the number of the piece within the edition. Numbered series pieces are not limited to a specific quantity and the number indicates its order in the series.

We offer a service that insures your pieces free of charge from the moment of purchase (Lladró Assurance Program). In the event of breakage, you can purchase the piece again at any Lladró point of sale, with the conditions stipulated in the insurance.

If you are registered on our website, you can activate your assurance by filling in the form at Lladró Assurance

Lladró does not offer a specific service to identify discontinued pieces, but we can provide hints on different ways to obtain more information about your pieces.

Check to see whether your piece has a serial number on the base For a period of time, the reference number of pieces was etched on their base, normally consisting of four digits located below the brand logo. If this is the case with your piece, you would then have to add 0100xxxx or 0101xxxx before those four digits and then enter the resulting number in this link to our webpage: https://www.lladro.com/en_def. If the piece is registered, the available information will appear.

Use the Google Lens app. The Google Lens application is a visual recognition technology which identifies an object through an image. All you have to do is download the app, take several photos of the piece and if Google Lens finds similar objects it will show them to you, providing available information which may help you to identify the piece.

Try to locate it using key words Information on discontinued pieces is only available on this link: https://www.lladro.com/en_def. You can enter the reference (see point 1 above) in the address bar or use key words that describe the piece, for instance, woman with dog, musician with guitar, cat, vase, etc. The page will show pieces related with this description.

lladró sells online in Andorra, Australia, Austria, Belgium, Bulgaria, Canada, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Holland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Mexico, Monaco, Norway, Poland, Portugal, Puerto Rico, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, UK, USA and the Vatican City.

You can receive your order at the address you choose, but not at a post office box. In addition, the shipping address may be different from the invoice address.

Yes, but in this case the price is updated to adjust to possible differences in customs and taxes applied by the country to which the order is shipped. The shipping costs will also be those applied in the country where the delivery is shipped.

Shipping costs depend on cost of the order and the shipping address. In some cases no shipping costs are applied. Add the products you wish to your shopping cart and you will automatically see the final price including shipping costs, if any.

For Europe and USA, no more than seven working days by door to door courier service unless unforeseen circumstances. Once the order is ready to be dispatched, you will receive an email informing you that your order is ready to be shipped.

If you choose the “Gift wrapping” option during the purchase process, your order will be wrapped especially without any additional cost and you can also include a personalized gift note.

We accept the following methods: Visa, Mastercard, American Express, Discover, Bancomer and Paypal. If you wish, you can also pay by bank transfer.

Yes, all you have to do is provide the name and tax number of your company during the purchasing process or when registering on the web. We will send it to you by email, but you can also enter your account and print it directly from your order whenever you wish. Please ensure that the details are correct because once the invoice is issued, we will be unable to rectify it.

If you live outside the EU and wish to receive your order in your country, then we will not apply VAT to your purchase. However, if your order is made from within the EU, 21% VAT will be added to your purchase, which can be refunded when leaving the EU, following the usual procedure at airports and ports. In any case, remember that you will have to be registered on our web when you make your purchase.

If you wish to return an order, please contact our Customer Service within a maximum period of 30 days from receipt. The return shipping costs, if shipped within the first 15 days from the purchase date, will be borne by Lladró. These costs, along with the amount of your purchase, will be refunded within fourteen calendar days following receipt of the merchandise, using the same method of payment used in the initial transaction and always subject to the reception of the merchandise in its original packaging and in perfect condition. On the contrary, if the return is made after 15 days from the date of purchase, the shipping costs will be borne by you, while the purchase refund will be made in the same method and within the term provided above. In any case, in accordance with the exceptions to the right to return goods regulated in Royal Decree 1/2007, of November 16, Lladró will not accept the return of personalized products.

In you have any questions, consult our Purchase Conditions and/or contact our Customer Service who will indicate the steps to follow.

You can cancel an order as long as it has not already been shipped from our stockroom, by sending an email to e-boutique@es.lladro.com. Within a period of a maximum of 14 days after receiving notification of cancelation, the payment shall be refunded to you using the same payment method as used when placing the order. If the order has already been shipped, then you must follow the steps detailed above for returning an order.

We accept returns of products with defects or that have been damaged during shipping. If your product has a defect, you must notify us as soon as possible. If your product has been damaged during shipping, you must notify us within 24 hours of receiving the order. To return a product all you have to do is send us an email to e-boutique@es.lladro.com and our Customer Service Department will inform you of the steps to follow. Because of the handmade process of creation, small differences in color or form between one piece and another in the same model are not considered to be defects.

When you register, you will no longer have to fill in your details every time your make a purchase and you will also be kept up to date on all our new issues, collections, events and much more. In addition, you will have access to an exclusive space on your web called My Lladró, where you can access your account, see details of all your orders, share your wish list … A whole world of advantages for our most special customers.

Once you have registered in My Lladró, you can modify your personal details or add additional information in the My details section.

Recovering your password is very easy. Click on My Lladró, in the top right bar on our web. Once inside, click on “I forgot my password”. All you have to do is write your email address and we will automatically send you a message with instructions on how to change your password for a new one.