FAQ

Please follow the instruction below to place your order:

1. Please choose products on the website, add them to the basket and complete your purchase at checkout.

2. We will immediately send you an automatic notification that your order has been processed.

3. Products that are in stock by the moment of purchase will be dispatched within 3 business days since we've received your payment. This excludes our Made-to-order options on which we will inform you once the became available.

4. Should you need to contact regarding your existing order, please us the contact form on our Contact page.

Once your order has been dispatched, you will receive a confirmation email with a tracking number and link to follow your delivery in real time.
We deliver all our orders with DHL, ensuring secure and reliable global shipping.

All orders of available products are shipped via tracked DHL courier services within 2 business days after the purchase. We do not deliver to PO boxes or postal code-only addresses. We aim to provide the best possible service and dispatch orders promptly on working days. Please note that delivery times are estimates and may be longer during sales periods, public holidays, or due to customs processing.

When you order one of our Made to Order products — the lead time will be extended as your item is individually crafted for you. For Made to Order pieces, you can find the approximate delivery timeframe from the day of purchase in each product’s description. Please note that these times are estimated and may vary; however, we always strive to produce and deliver your order as promptly as possible. You will be kept informed about the progress of your order and notified once it is ready for shipment.

Please note that collections from our showroom are exclusively available forMade to Order, Made to Measure, and Bespoke items and are made by appointment only.

If you contact us within 12 hours of placing your order, we’ll do our best to amend or cancel it before it’s processed. Once the order has shipped, it cannot be modified.

Returns can be requested within 14 days from the day of receiving your order via the self-return link in your account on our website. For more information, please visit our Return & Refund Policy page.

Currently, we do not offer a direct exchange service. However, we are able to provide store credit or a digital gift card once we receive the returned item in accordance with the terms and conditions stated in our policy. You may then use your store credit or gift card to purchase a new piece of your choice.

Some of our clothing items are delivered with special security tags (string + label) in addition to our standard brand tags, stating: “If this tag has been removed, this item cannot be returned.” 

We are unable to accept returns if this tag has been removed or shows signs of damage. This tag serves as a security measure to prevent worn items from being returned. We advise that it be removed only once you have decided to wear and keep the item.
For more information, please see our Returns & Refund Policy for full details.

Yes, we do provide complimentary gift wrapping for smaller items and products that can be folded. These are wrapped in our branded tissue paper for an elegant presentation.
For larger ready-to-wear pieces such as suits, coats, skirts, and voluminous dresses, we provide our branded dust or garment cover bags to ensure protection during delivery.
All our orders are shipped in discreet, 100% recyclable mail boxes, reflecting our commitment to both quality and sustainability.

Yes, digital gift cards are available in various denominations and can be redeemed online at checkout.
Please note that gift cards purchased cannot be refunded or exchanged for cash, and they will remain active for two years from the date of purchase.

To see which payment methods we currently accept, please follow the instructions in our checkout area. We accept payments with major debit and credit cards, as well as optional payment methods such as Klarna.

We do not accept wire transfers at the moment. However, other payment methods such as Klarna, Apple Pay, and Google Pay are available at checkout.

Yes, we accept several types of credit cards, including American Express. For more information about which payment cards we accept, please follow the instructions during checkout.

Yes, selected styles can be made-to-order through our London Atelier. This service is available on request and is subject to production lead time and availability.
We also offer Bespoke and Made - to - Measure services for clients seeking a fully personalised experience.

Our sizing generally follows standard UK measurements. However, each product page includes a size guide and fit notes to help you find your ideal fit.

For our ready-to-wear (RTW) collections available online, we typically produce garments in a range of up to six standard sizes for both Women and Men. This allows us to offer consistent fit while maintaining quality across our collections.

If you cannot find your size, you are welcome to contact us. We may be able to produce the garment in your desired size through our Made-to-Measure services, providing a personalised fit tailored to your measurements.

Some of our core pieces may be restocked, while limited-edition or handmade items are produced in small quantities and may not return once sold out.
However, we are also able to reproduce selected designs as ‘made to order’ pieces or according to bespoke needs. To enquire or schedule a private appointment, please contact us at bespoke@nikolobertok.com.

Each product comes with a detailed care label. We recommend following these instructions carefully to extend the life of your garments. If it is indicated, handwashing or using gentle cycles and air drying are generally best for maintaining fabric quality.
For most of our delicate items, we recommend using a professional dry cleaning service to ensure the garment is properly cared for.

For leather or metal accessories, we recommend storing them in the provided cotton dust bags under appropriate conditions. Avoid contact with oils, perfumes, or alcohol-based products, as these can instantly damage the surface. Proper storage will prolong the life of your accessories, allowing you to enjoy them for many years.

Founded in 2010, we are a British luxury brand blending modern design with traditional tailoring. Designed in our London Atelier, each piece reflects refined craftsmanship, thoughtful detail, and a focus on quality and longevity.

Sustainability is at the core of our brand. We prioritise responsible production, mindful sourcing, and long-lasting quality. Our focus is on creating garments that are made to endure — both in craftsmanship and design.
We are continuously improving our supply chain to reduce waste and minimise environmental impact.
You can check our dedicatedSustainability page for more information and updates.

We aim to keep at least 50% of our production in the United Kingdom, working closely with local manufacturers and British mills for our yarns and fabrics. Our London Atelier also creates a limited range of artisan handmade pieces, produced in small quantities for exceptional quality. Additional products are made with trusted partners in Portugal, Italy, Turkey, and the Far East.

Our London Showroom is available by appointment only for bespoke and made-to-measure services. Please use the contact form on our Contact page to arrange a private fitting or viewing. You can also contact us or our stockists to check product availability and arrange a private fitting.