FAQs

SHIPPING AND RETURNS

When will my order be shipped?

Orders are carefully packed and dispatched within 2 business days of completion.  Once your package is on its way, you'll receive a notification with a tracking number.

When will my order arrive?

Once your order is dispatched, delivery times are as follows:

  • Croatia: up to 2 working days

  • Europe: 3–5 working days

  • Rest of the world: Delivery typically takes around 10 business days.

How much does shipping cost?

Shipping costs depend on your location and the weight of your package. Once you add your items to the cart and proceed to checkout, the cost will be calculated automatically.

Important to know about Import Fees

  • For orders within the EU, no additional customs or import fees apply.

  • For orders outside the EU, your package may be subject to customs duties, import taxes, or handling fees upon arrival in your country. These charges are determined by your local customs office and are the responsibility of the buyer - they are not included in our prices or shipping costs.

To estimate potential fees, we recommend contacting your local customs office before placing your order.

Please also note that once a parcel has been shipped, the order cannot be canceled.

Delivery delays caused by customs processes or courier services are beyond our control.

If you have any questions, we're happy to help. Just reach us at tesuecofriendly@gmail.com

Can I track my order?

Of course, tracking is provided for all shipments. When your package is on its way, you'll receive a notification with a tracking number.

Can I pick up the items myself?

Yes, you can place your order online and pick it up yourself at the Tesu Concept Store, at Trtni 20, 51211 Matulji, within the Mercedes-Benz service center. FREE PARKING is available on site.

In what cases do you not accept returns?

We do not accept returns if:

  • The 14-day return period has expired.

  • The product has been used after delivery.

  • The product is custom-made just for you.


ORDERS AND RETURNS

Can I cancel my order?

If you need to cancel your order, please email us at tesuecofriendly@gmail.com as soon as possible. If your order hasn't been shipped yet, we'll cancel it and issue a full refund.

If your order is already on its way, please wait for it to arrive and return it to us within 14 days of receiving it. To be eligible for a return, the item must be unused, in its original condition and packaging, and accompanied by proof of purchase.

Return shipping is at your own cost and risk - we recommend using a tracked and insured service. Please send returns to:

Obrt Tesu, Trtni 20, 51211 Matulji

Once we receive the item and confirm it arrived undamaged, we'll issue a refund within 2 weeks, minus the original shipping costs.

Items that arrive damaged are not eligible for a refund.

I received a damaged item. What should I do?

We pack every piece with great care, but if something arrives damaged, please reach out to us at info@tesu.hr as soon as possible.

Before getting in touch, please keep all original packaging materials and the damaged item, as these will be needed for the claim process.

To help us resolve this quickly, please include the following in your email:

  • Your order number

  • A close-up photo clearly showing the damage

  • A photo of the full piece for context

  • A photo of the package label, with all text and barcodes visible

  • A photo of the inside packaging

  • A photo of the outside of the package

Once we've received and reviewed everything, we'll be in touch. If the claim is approved, a refund will be issued to your original payment method. Please allow a few days for your bank or card provider to process it.

What cannot be returned?

We're unable to accept returns in the following cases:

  • The item has been used, washed, or damaged after delivery

  • The piece was personalized to your specifications

  • or the 14-day return period has passed

Need to start a return or report an issue?

Reach us at tesuecofriendly@gmail.com, and we'll take it from there.

WORKSHOPS

Do I need any experience to join a workshop?

Not at all. Most of our participants have never touched clay before. You don't need skill, but you need curiosity and a willingness to slow down. We'll guide you through everything, no worries.

Where are the workshops held? Is there parking?

All workshops take place at our studio in Matulji - Trtni 20, 51211 Matulji, within the Mercedes-Benz service center.

FREE PARKING is available on site.

What techniques will I learn?

We work exclusively with hand-building: pinching, coiling, and soft slab. No pottery wheels. These are slow, meditative methods that let you build a genuine connection with the material and enjoy the process.

What's included in the workshop fee?

  • All materials, tools, and studio glazes

  • Every piece you make is dried, fired, and glazed by us

  • Beer or wine

  • Light bites on our handmade plates, and Tea and Suzana with you throughout

What is the firing fee, and why is it separate?

Every piece you make goes through two firings before it's finished. Because firing costs depend on the size and weight of what you build, we charge this separately - transparently, at the end of the session.

Here's how it works: A fixed firing fee of €50 covers pieces up to 6 kg, with an additional €10 per kilogram.

So, for example: A vase and a bowl that together weigh 7 kg would be: €50 + €10 = €60 total, for both firings, using our studio glazes.

If your piece is damaged during firing, regardless of the maker's fault, the firing cost is refunded in full.

When will my pieces be ready to collect?

Your finished pieces will be ready within approximately one month after the workshop. We'll email you as soon as they're waiting for you. You're welcome to collect them at the Concept Store, or we can arrange shipping. Pieces must be collected within three weeks of that notification.

What's your cancellation policy?

Because our groups are intentionally small and carefully prepared, all payments are final and non-refundable.

If something comes up, you're welcome to send someone in your place or transfer your booking to another available date:

  • Up to 28 days before the start date

You may transfer your course to another available date.

  • Between 28 and 14 days before the start date

Transfers are possible with a €20 administrative fee.

  • Less than 14 days before the start date

Bookings cannot be canceled or transferred.

Do you have a workshop for beginners who want to learn ceramics?

Yes, and it's exactly what our Beginners Ceramics Course was made for.

Over 8 sessions of 2 hours each, Tea and Suzana will guide you from raw clay to finished, glazed pieces. No previous experience needed. You'll work entirely by hand, no wheel: learning pinching, coiling, slab-building, surface decoration, and glazing at a pace that lets everything sink in.

Groups are kept small (6–8 people), so you'll have real guidance throughout, not just a seat in a studio.

If you'd like to try clay before committing to the full course, our Sip & Shape workshop is a lovely place to start - two hours, your hands in clay, a glass of wine, and good company. No pressure.

TESU CONCEPT STORE

Where is the Tesu Concept Store?

We're in Matulji, in the Kvarner region: Trtni 20, 51211 Matulji, within the Mercedes-Benz service center.

FREE PARKING is available on site.

Easy to reach from Rijeka, Opatija, and the wider Kvarner area. We also have people coming from Zagreb, Italy, and Slovenia.

What can I find there?

The full TESU collection - pieces you can hold, feel, and choose in person. Specialty coffee served in TESU cups. Direct access to the studio, and Tea or Suzana, if they're in - which they usually are.

Do I need to book a visit?

We're a small, family-owned ceramics studio, and you don't need an appointment to visit the Tesu Concept Store.

To ensure we can give you our full attention, we kindly ask that you let us know you're on the way. A quick message helps us welcome you properly: tesuecofriendly@gmail.com.

Can I buy pieces directly at the Tesu Concept Store?

Yes, and honestly, seeing them in person is a different experience. The weight, the glaze in natural light, the way a cup or a bowl feels in your hands.

Some pieces sell before they ever reach the web. Come and see.

CARING FOR YOUR CERAMICS

Can I put TESU pieces in the dishwasher?

Our ceramics are dishwasher-safe. If you use the dishwasher, a few things will help:

  • Place pieces so they don't touch or knock against each other

  • Use a gentle cycle

  • Avoid high-temperature drying if possible

Hand-washing will always be the gentler option and will extend the life of the glaze over time, but don’t stress too much about it.

Are they safe to use in the microwave and oven?

TESU ceramic pieces can go in both the oven and the microwave. The one thing to be careful of is sudden temperature changes - these can stress the clay and, over time, cause cracking.

In the microwave

  • Heat gradually

  • Do not overheat empty pieces; always have something inside

In the oven

  • Start with a cold oven and let the ceramics heat gradually alongside it

  • Never place cold ceramics directly into a hot oven

  • Do not pour boiling liquids into a cold piece, pre-warm it first with hot tap water if needed

  • Allow pieces to cool naturally after heating; do not move them to a cold surface directly

The glaze looks a little different after some use. Is that normal? With regular use, you may sometimes notice grey lines. They are surface marks from cutlery - the glaze is intact, and the piece is perfectly fine to use.

If the glaze itself becomes significantly chipped or cracked, especially in areas that contact food, it is better to retire that piece.

What if my piece has small variations in shape or color?

Those are not imperfections. They are the evidence of a hand at work: the particular pressure, the moment of making. A machine produces identical cups. Yours is not identical. That's the whole point.

Everything you need to know about caring for your ceramics is in our Ceramic Care Guide.