This document establishes the terms and conditions governing the purchase of products through this website (hereinafter "Purchase Terms and Conditions"), the contents of our "Legal Notice - General Terms of Use" and our "Privacy Policy" being also applicable. Please consult these before using this website or placing an order through it. If you do not agree with their contents, you should not use this website.

If you have any questions related to these Purchase Terms and Conditions, please contact us through the telephone numbers and email addresses stated in this website’s "Customer Service" section.

1. Introduction

1.1. Sales through this website can only be completed if orders are originated from and have delivery address in the following countries: 









Vatican City





United States


















Puerto Rico

United Kingdom

Czech Republic







All sales to the above countries will be made by LLADRÓ, S.A., except those with delivery addresses in the United States and Canada, which will be made by LLADRÓ USA, INC., our US subsidiary with registered address at 300 Park Avenue, 13th Floor, New York, NY 10022.

1.2. Sales to Russia. We cannot make sales from this website if orders have a delivery address in Russia, however, if you are interested in purchasing our products so that they be served in this country, we collect your order and forward it to our distributor LLC ART PORCELANA with address in Petrovsky Passage, Petrovka Street 10, 107031 Moscow. They will then contact you to sell the product you are interested in using the contact information you provided us. For this purpose, you give your express consent for us to transfer your personal data to such distribution company. 

1.3. Sales to India.  LLADRÓ, S.A. cannot make sales from this website when orders have a delivery address in India, however, if you are interested in purchasing our products to be served in India, we are giving you direct access to the website of our subsidiary SPA LIFESTYLE PRIVATE LIMITED, with address in Rectangle One, D-4 District Centre, Saket, New Delhi 110017.  You will directly access the website of SPA LIFESTYLE PRIVATE LIMITED who will sell you the products you are interested in. Before making your purchase, please read and accept the "Buying Terms and Conditions" and the rest of legal notices of SPA LIFESTYLE PRIVATE LIMITED. 

1.4. When making your purchase through this website you can either enter your personal data only in relation to the order and purchase that you wish to make then or to enter them in order to register as a user, to make such order and any other order in the future, which will also give you additional benefits. (See benefits for registered users in our FAQ-Frequently Asked Questions section).

2. Parties to the Sale and Purchase Agreement


LLADRÓ USA, INC., a company incorporated under the laws of the State of New Jersey (U.S.A.), with address at 300 Park Avenue, 13th Floor, New York, NY 10022  (hereinafter "LLADRÓ", "us" or "Seller").

(Note: When the delivery address is not in the United States or Canada, the Seller will be LLADRÓ, S.A., a Sole Shareholder company incorporated in Spain, with address at Carretera de Alboraya s/n, 46016 Tavernes Blanques (Valencia), Spain. Please read and accept LLADRÓ, S.A.’s terms of sale before making your purchase.)


The user who enters his/her personal data in the purchase form, previously accepting these Purchasing Terms and Conditions and the Privacy Policy (hereinafter "you", "user" or "Purchaser").

 3. Execution of the Sale and Purchase

3.1. Placing an order through our website implies the Purchaser’s acceptance of these Purchase Terms and Conditions and of the Privacy Policy included in this website.

3.2. The agreement may be entered into, at the Purchaser's choice, in any of the languages in which these Purchasing Terms and Conditions are available on this website.

3.3. Orders placed by the Purchaser will be subject to acceptance by the Seller. This acceptance or, as the case may be, the non-confirmation of the order, will be made by electronic mail.

4. Obligations of the Purchaser

4.1. The Purchaser must be of legal age and have the legal capacity to enter into agreements.

4.2. The Purchaser must use this website only to make legally valid queries, requests or orders.

4.3. The Purchaser must provide his/her email address, postal address and/or other contact details as requested, which must be true and accurate, and consents that the Seller be allowed to make use of these data when necessary as provided in the Privacy Policy included on this website.

4.4. The Purchaser shall pay the agreed purchase price by using any of the forms provided in this website.

5. Obligations of the Seller

5.1. The Seller’s main obligation is to deliver the products requested by the Purchaser through the order placed online and accepted by the Seller by confirmation by email, considering the terms and conditions set out below:

5.1.1.All orders are subject to availability of the requested products. If the product you have selected is not available, we will notify you as soon as possible and the payment made will be refunded using the same payment method used by you.

5.1.2. Except in the event of unforeseen circumstances or circumstances beyond our control, we will send the products that we have listed on each order confirmation within seven (7) business days. In no case will we exceed the maximum legal term of thirty (30) days from the order confirmation date.

5.1.3. If we cannot meet the delivery date, whatever the reason, we will inform you of this circumstance and we will give you the option to proceed with the purchase by setting a new delivery date or cancelling the order, and we will, in this last case, fully refund the price paid.

5.1.4. Orders will be deemed delivered when the Purchaser, or a third party in its name, acquires material possession of the products, which will be evidenced by the signed receipt of the order at the agreed delivery address.

5.1.5. If neither you nor another person in your name will be at the place of delivery at the agreed time, please contact us a reasonable time in advance to arrange the delivery on another day. If we cannot deliver your order because there is no one to receive it at your address, we will try to contact you to find an alternative date or place.  If we cannot contact you or if we do not find a valid alternative, your order will be returned to our warehouse and we will leave a note so that it is sent to you again if so you wish.

5.1.6. In the event that fifteen (15) days have elapsed since the first date on which we tried to deliver your order without the order having been delivered any reason non-attributable to LLADRÓ, we will consider the sale and purchase agreement terminated and we will refund, within a maximum period of ten (10) days from the date on which we deem the agreement to be terminated, all amounts received from you after discounting the shipping costs and the cost of returning the product to our warehouse, in addition to any taxes or duties that we have had to pay in relation to the shipment.

5.2. LLADRÓ will not be liable for any breach or delay in fulfilling any of its obligations if this is due to events beyond its reasonable control.

6. Price and shipping expenses

6.1. The price of our products, plus applicable taxes on sales and shipping costs, will appear on the screen while you are placing the order before you confirm it, and they will correspond to the country that you have selected as destination of the goods. Should you change the country of destination, prices and shipping costs may also be modified.

6.2. LLADRÓ may change the price of the products and the shipping costs at any time without prior notice, however, LLADRÓ will always apply the price in force at the time of receipt of your purchase order.

6.3. You expressly authorize us to issue your invoice either electronically or on paper.  We usually send it in paper, unless you make a purchase for a gift, in which case it will be sent just to you and in electronic format only. If you have any preference in this regard or if you wish to exercise your right to receive it on paper, please contact us by telephone or at the addresses listed in the "Customer Service" section.

7. Payment terms

7.1. Purchases made through this website may be made by credit or debit card or through Paypal. 

7.2. The card data entered by the Purchaser in the purchase form will be transmitted through a secure connection directly to the banking entity, so the Seller will not have access to this data.

7.3. The price of the ordered products must be paid in euros with the following exceptions: if order has a delivery address in the United Kingdom, it will be paid in pounds sterling, if delivery address is in Australia, it will be paid in Australian dollars, if it is in Puerto Rico, price will be paid in US dollars and in Mexico, it will be paid in Mexican pesos.

7.4. By authorizing the payment you are confirming that you are the rightful holder of the bank card. To minimize the risk of unauthorized access, your credit or debit card details will be encrypted. Credit or debit cards will be subject to verification and authorization by the issuing entity. If such entities do not authorize the payment, we will neither be able to enter into any agreement with you nor sell our products to you.

7.5. E-Gift Card Terms and Conditions (only valid for U.S.A.)
7.5.1. The LLADRÓ E-Gift Card may be exclusively used to purchase merchandise on-line at www.lladro.com if delivery address is in the USA.

7.5.2. You will not be able to add value back onto this E-Gift Card nor redeem it for cash. When you make a purchase with your lladro.com E-Gift Card, the value of your purchase plus any shipping/handling fees and sales tax, if applicable, will be automatically deducted from the balance of your E-Gift Card.  You can check the balance of your E-Gift Card at “My Lladró” in this webpage.

7.5.3. Please safeguard your lladro.com E-Gift Card number as you will be responsible for its loss or theft.  Your lladro.com E-Gift Card number is required for all transactions and inquiries using same.

7.5.4. LLADRÓ E-Gift Cards do not expire. If you need assistance with respect to LLADRÓ E-Gift Cards, please call our Customer Service at 1-800-634-9088. 

8. Notification of shipment, deadline and place of delivery

8.1. The delivery of shipments will be notified to the Purchaser by email. The product will be delivered to the address indicated when placing the order, provided that it is in one of the countries indicated in clause 1.1. and that it is not a PO Box. The means of shipping our product makes it impossible for us to accept PO Boxes as shipping address.

8.2. After notification of the shipment, you will receive the goods within the period indicated in clause 5.1.2. above in the delivery address. The acceptance of the goods must be confirmed by your signature or an adult’s signature (age 21 or over in the US) at the delivery slip issued by carrier.   

8.3. The product risks will be borne by the Purchaser from the time of delivery. The Purchaser will acquire the ownership of the products when the Seller receives the payment of the price (and other amounts due, including shipping costs), or at the time of delivery if it takes place thereafter.

9. Guarantee

9.1. LLADRÓ will accept the return of any product that has been damaged during transportation or with a manufacturing defect.

9.2. In case of breakage or damage, the Purchaser will have 24 hours from the time of receipt of the goods to contact our Customer Service Department in writing (see contact details in this website’s "Customer Service" section), where the Purchaser will be informed of the procedure to return the goods. 

9.3. In the event of a manufacturing defect, the Purchaser shall notify LLADRÓ (Customer Service Department - see contact details in this website’s "Customer Service" section) as soon as such defect is perceived and the Purchaser shall be informed of the procedure to return the goods.

9.4. Note that LLADRÓ creates its products following a craft process that makes each piece unique and unrepeatable and so, therefore, each one of them can show small differences with other pieces with the same reference number. Images of the pieces may also slightly vary from the original models. None of these variations or differences is a manufacturing defect. It is rather the opposite: it adds value to each piece.

10. Lladró Assurance Program ("LAP")

10.1. In addition to the above guarantee, all purchases of products under the LLADRÓ ® brand made through this website (except lighting products and Home Fragrances) may have a free insurance coverage against breakage and damage.

10.2. If you register as user of the Lladró Assurance Program ("LAP"), your piece will be insured free of charge and should it be damaged within twelve months following the date of purchase, LLADRÓ will replace it with another same piece provided that such piece is still shown with an active reference number in our catalogue.

10.3. Your piece will continue to be insured one year after the purchase date but this time with a 33% coverage of the value of the piece, so that, if it breaks or it is damaged, you can buy another piece with same reference number with a 33% discount on its current retail price at that time. The same 33% discount will apply to those pieces which were already purchased using a previous LAP insurance. 

10.4. If the insured piece is no longer an active reference number in our catalogue or if it is out of stock, you may choose or purchase, as the case may be, another piece with a price equal to or lower than that of the insured piece. In no case we will offset, in cash or otherwise, the price difference between the insured piece and the piece eventually acquired later making use of the LAP insurance, if the latter has a lower price.

10.5. To make use of your LAP insurance, please contact our Customer Service Department (see contact information in this website’s "Customer Service" section). As you will be informed, in order to make the insurance effective it is an essential requirement that you make available the damaged piece to LLADRÓ and we may also ask you to provide us with an identification document to verify that your data match those of the insurance holder.  In addition, the "Lladró" logo on the base of the piece must be intact to prove that it is an authentic piece. 

10.6. The cost of collecting the damaged piece and sending the new piece will be borne by the insurance holder. 

11. Return and withdrawal policy

11.1. As a consumer, you have a period of fourteen (14) calendar days from the receipt of the product at the address indicated to cancel the purchase and withdraw from this agreement for no reason.

11.2. To exercise this right of withdrawal, you shall send us, within the period indicated above, a written notification to e-boutique@es.lladro.comwith an unequivocal statement of your will to withdraw from the agreement (you may, if you wish, use the withdrawal form that you can find in our Frequently Asked Questions (FAQ) section.)  Our Customer Service Department will promptly notify you by email of having received such withdrawal, and will contact you to inform you how to proceed with the product return. We will collect the product at your address within a period of ten (10) calendar days from the time on which you notify your withdrawal. The product that you return to us must be in perfect condition and in its original packaging, considering the exceptions provided for in article 11.4.

11.3. Once the product is received by the Seller, the latter will reimburse all payments received from you, including delivery costs (except for any additional costs resulting from choosing a delivery method other than a less expensive ordinary delivery modality offered by us). These amounts will be paid using the same means of payment used in the initial transaction and within a maximum period of fourteen (14) calendar days from the date on which we are informed of your decision to withdraw from this agreement, provided that we have received the product you return to us within that period.

11.4. Exceptions to the right of withdrawal
You shall not be entitled to withdraw from an agreement whose purpose is that of supplying any of the following products:
- Customized products.
- Candles or "Home Fragrances" products that have been unsealed after delivery.
- Jewelry / costume jewelry (for hygiene reasons).
The right to withdraw from the agreement only applies to products returned by the Seller in the same condition in which they were received. No refund will be made if the product has been used, if products are not in the same condition in which they were delivered, or if they have suffered damages (except as provided for in article 9).  The product must be returned with all its original packaging, guarantee booklets, instructions and other accompanying documents, if any.

12. Tax and customs duties.

Any applicable sales taxes on the purchases made through this website shall be borne by the Purchaser.  Any duties, taxes and any charges associated with customs clearance of the goods shall be borne by the receiver of the product pursuant to the legal provisions in force in each country, who must pay the amount in cash upon receipt of the shipment. We do not have control on these charges and we cannot predict the total amount, so we recommend contacting the Customs Office for more information.

13. Data Protection.

Regarding the personal data you enter during the purchasing process, please check our "Privacy Policy" on this website.

14. Intellectual and Industrial Property

The Purchaser acknowledges and declares that all copyrights, trademarks and other intellectual and industrial property rights on the materials or contents included in this website correspond to LLADRÓ or its licensors (see "Notice of Purchase and Terms of Use" of this website). You may use such material only in the manner expressly authorized by us or by those who granted us license for its use.

15. Notifications

15.1. By means of this agreement and the use of this website, you agree that communications with us may be by electronic means, and you acknowledge that any agreement, notification, information and other communications that we send to you electronically comply with the legal requirements of being in writing.

15.2. The notifications you send us must be to our email address e-boutique@es.lladro.com.

15.3. We may send you communications either to your e-mail address or to the postal address provided by you when you placed your order.

16. Applicable law

This sale and purchase agreement shall be governed by the U.S. Law.

PLEASE PRINT OR OTHERWISE SAVE a copy of this agreement so that you can check its contents at all times and so that you have written evidence thereof.