Shipping & Returns

 

Shipping

We ship international orders using Croatian National Post (Hrvatske pošte) or GLS, depending on size and weight, at our discretion.

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

Delivery times

  • Croatia: up to 2 working days

  • Europe: 3–5 working days

  • Rest of the world: around 10 business days

Shipping costs

Shipping costs depend on your location and the weight of your package. The exact amount is calculated automatically at checkout.


Free shipping

Croatia: Free shipping for all orders above 65 EUR. GLS Locker Delivery is 4.99 €, for orders up to 65 EU (free shipping above 65 EUR).

EU: Free shipping for all orders above 120 EUR.

Switzerland, United Kingdom, Serbia, Bosnia& Herzegovina, Norway: Free shipping above 175 EUR.

Cyprus, Australia, Oman, Qatar, Saudi Arabia, Singapore: Free shipping above 175 EUR.

United States and Canada: Free shipping above 250 EUR.

Collect in person at our Tesu Concept Store location

You're also welcome to place your order online and pick it up in person at the Tesu Concept Store: Trtni 20, 51211 Matulji, within the Mercedes-Benz service center. Free parking is available on site.


Important to Know About Import Fees

If you're ordering from within the EU, no surprises. No customs fees, no extra charges.

If you're ordering from outside the EU, your local customs office may add duties, import taxes, or handling fees when your package arrives. These aren't set by us and aren't included in our prices or shipping costs. They're the buyer's responsibility.

If you're unsure about your country's customs, it helps to check with your local office before you order.


Cancellations

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.

Once your parcel is on its way, we can't cancel the order. Please wait for it to arrive and return it within 14 days of receiving it.


Returns

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.


Received something damaged?

We pack every piece with great care, but if something arrives damaged, please reach out to us at tesuecofriendly@gmail.com as soon as possible. Before getting in touch, keep all original packaging materials and the damaged item, as these will be needed for the claim.

To help us resolve things 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

  • 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 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 made to your personal specifications

  • 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.