Returns & Refund Policy

Effective as of August 20, 2025

At NIKOLO BERTOK, we take great pride in crafting high-quality handmade garments, made-to-measure pieces, and bespoke clothing tailored just for you. Due to the nature of our products and services, our returns and refund policy reflects the care, time, and individual attention that goes into each order.

1. Made-to-Order, Made-to-Measure & Bespoke Garments

All made-to-order, made-to-measure and bespoke items are custom-made to your specifications and therefore non-refundable and non-returnable, except where there is a manufacturing fault or the product does not match the agreed specifications.

Please ensure that all measurements, fabric choices, and design details are reviewed carefully before confirming your order.

All customisations to an order — including, but not limited to, alterations, size adjustments, colour selections, personalised inscriptions, embroidery, and final design approvals that result in modifications to the original product design — render the item non-returnable and ineligible for refund or exchange, unless the product is faulty due to a manufacturing defect.

 

2. Alterations Services

Alteration services are non-refundable once completed. If you believe the alteration does not meet the agreed-upon request, please contact us within 7 days of receiving the item to discuss a resolution.

3. Items purchased on nikolobertok.com

We hope you’re delighted with your purchase. However, if you’re not completely satisfied, you have up to 14 days to initiate a return. Once we have received your request, you will have a further 14 days to send the items back.

    • Return shipping costs are the responsibility of the customer.

    • We accept returns on ready-to-wear and home decor items (non-custom, non-made-to-order, non-made-to-measure, non-bespoke) purchased exclusively through nikolobertok.com.

    To initiate a return, please use your self-serve return account link, which allows you to manage and track your return conveniently.

    For both UK and international returns, we charge the cost of return postage. A prepaid return label will be provided for your convenience, and the postage cost—calculated according to the country from which the return is shipped—will be deducted from your refund. We will confirm the applicable cost with you when your return is initiated, and we will handle all shipping arrangements on your behalf to ensure a smooth and effortless return experience.

    Refunds will be issued promptly, within 14 days of our receipt of the returned goods, ensuring a seamless and hassle-free experience.

    • For UK (domestic) orders, the original shipping cost and any applicable taxes will be fully refunded once the return has been received and all return and refund terms and conditions have been met.
    • For international orders, please note that the original shipping cost, any duties, customs fees, or local taxes paid on the original shipment will not be refunded. You may be able to reclaim duties or taxes by contacting your local customs office directly.

     

    If you wish to return an item, please ensure the following:

     

    • Items returned to us in a damaged, soiled, altered, or otherwise unsellable condition may not be accepted. In such cases, we reserve the right to refuse the return and send the item back to you at your expense.
    • Items must be returned in their original condition, with all NIKOLO BERTOK tags attached and in their original packaging, unworn and unused, within our designated return period.

    • To ensure your return reaches us safely, we recommend using our prepaid return label, which provides a trusted, tracked courier service with adequate insurance. Please note that we cannot accept responsibility for any returns that are lost or damaged in transit if this service is not used.

     

    4. Faulty or Incorrect Items

    If you receive a faulty or incorrect item, please contact us within 7 days of delivery with:

    • Your order number
    • Description of the issue
    • Clear photographs of the item

    We will offer a repair, replacement, or full refund (including shipping) where applicable.

     Please note: We thoroughly check condition and quality of every item before we ship an item.

    5. How to Initiate a Return

    To initiate a return, please use your self-serve return account link, which allows you to manage and track your return conveniently. We will respond within 2 working days and provide a pre-paid return label.

     

    6. Exceptions

    We do not accept returns or offer refunds on:

    • Custom, personalised, or made-to-order, made-to-measure and bespoke garments
    • Altered or used items
    • Gift cards or vouchers

     

    Pre-orders
    When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect a payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date.
    You can cancel a partially paid pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. 

     

    7. Gift Cards

    Purchase:
    Gift cards can be purchased online or in-store and are redeemable for products and services at NIKOLO BERTOK.

    No Returns or Refunds:
    Please note that gift cards cannot be returned, exchanged, or refunded for cash.

    Usage:
    Gift cards must be presented or the code entered at the time of purchase. They cannot be redeemed for cash and cannot be used to purchase other gift cards.

    Expiration:
    Gift cards are valid for 2 years from the date of purchase. After this period, unused balances will expire and cannot be reinstated.

     

    8. Contact Us

    If you have any questions about our returns and refund policy, please contact us at:

    contact@nikolobertok.com