At REGO, every piece is made by hand with care and attention in our studio in Dubrovnik, Croatia. We want you to love what you receive. If for any reason you are not completely satisfied with your order, we are here to help.
Please read this policy carefully before making a purchase. By placing an order with us, you agree to the terms outlined below.
You may return an item within 14 days of receiving your order, provided the following conditions are met:
The item is unused and in its original condition.
The item is in its original packaging with all tags intact.
You contact us at help@regostudio.com before sending the item back.
Proof of purchase is provided with your return.
Please note that due to the handmade nature of our ceramics, minor variations in glaze, colour and finish are not considered defects and are not grounds for a return. These natural characteristics are what make each piece unique.
The following items cannot be returned or refunded:
Items that have been used, washed or damaged after delivery.
Items returned after the 14-day return window has passed.
Custom or personalised orders made specifically for you.
Items purchased on final sale or during clearance promotions.
Items without original packaging or proof of purchase.
To initiate a return, please follow these steps:
Once your return has been approved and the item received, you may choose from one of the following options:
Full refund — We will refund the full product price to your original payment method (credit card, PayPal or bank transfer). Please allow 10 to 14 business days for the refund to appear in your account, depending on your bank or payment provider.
Store credit — We will issue a store credit voucher for the full value of your returned item. Store credit never expires and can be used on any future REGO purchase. This is a great option if you would like to exchange for a different piece.
Please note that original shipping costs are non-refundable unless the return is due to our error or a faulty item.
Return shipping costs are the responsibility of the customer, except in cases where the item received was faulty, damaged in transit or incorrectly sent by us.
If you are returning an item due to our error — for example, you received the wrong product or a damaged item — we will cover the cost of return shipping and arrange a prepaid label for you.
We recommend using a tracked and insured shipping service for all returns. REGO is not responsible for return shipments that are lost, delayed or damaged in transit.
We take great care in packaging each order to ensure it arrives safely. However, if your item arrives damaged or is faulty, please contact us at help@regostudio.com within 48 hours of delivery.
Please include the following in your email: your order number, a description of the damage or fault, and clear photographs showing the issue. We will arrange a full replacement or refund at no additional cost to you, and we will cover return shipping where required.
If you have not received your refund within 14 business days of our confirmation email, please take the following steps:
If you would like to exchange an item for a different piece, the easiest way is to return the original item for store credit and place a new order for the item you would like. This ensures you can select exactly what you want and that the new item is reserved for you straight away.
To begin an exchange, please contact us at help@regostudio.com with your order number and the details of the item you would like to exchange.
If you have any questions about our returns and refunds policy or need help with an order, please do not hesitate to get in touch. We aim to respond to all enquiries within 2 business days.