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 AND 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. ALTERATION 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 ONLINE THROUGH 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-Ro-Wear and Home Edition items (non-custom, non-made-to-order, non-made-to-measure, non-bespoke) purchased exclusively through nikolobertok.com.
4. 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 3 working days and provide a pre-paid return label.
5. THE COST OF RETURN POSTAGE - RETURN FEE
For both UK and international returns, the cost of return postage will be charged at the same standard rate as our shipping services at the time of the purchase and will be automatically deducted from your refund.
Currently, these charges are as follows:
Domestic (UK) Returns: £9.90
Please note that if you paid for the original shipping, this cost will be fully refunded. Therefore, if you decide to return your product, only the return postage fee of £9.90 will be deducted, meaning you effectively pay for just one shipping (return) service. If your order qualified for complimentary shipping, a £9.90 return shipping fee will be deducted from your refund if you choose to return any item from the order.
International Returns:
For international customers, the original postage (if paid) is non-refundable and it is calculated on the amount of original shipping fee paid. If your order qualified for complimentary shipping, a return shipping fee will be deducted from your refund if you choose to return any item from the order.
International Return Fees according to the original shipping destinations:
- Jersey: £20.00 (GBP)
- EU: €25.00 (EUR)
- US $39.00 (USD)
- Canada $30 (CAD)
- New Zealand $65.00 (NZD)
- Australia $55.00 (AUD)
Once you initiate a return, a prepaid return label will be provided (please note this service is not automated and you will be sent the instructions/label in 3 working days) for your convenience, and the postage cost—calculated according to the country from which the return is shipped—will be deducted from your processed refund once we receive the return.
Refunds will be issued 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.
6. EXCHANGES:
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.
7. 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.
8. 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
9. 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 according our Return-Refund policy.
10. GIFT CARDS:
Gift cards can be purchased online or in-store and are redeemable for products and services at NIKOLO BERTOK.
Please note that gift cards cannot be returned, exchanged, or refunded for cash.
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.
Gift cards are valid for 2 years from the date of purchase. After this period, unused balances will expire and cannot be reinstated.
11. IF YOU NEED TO CONTACT US
If you have any questions about our returns and refund policy, please contact us via our CONTACT FORM selecting one of the supported topics.