Refund policy

Returns, Exchanges & Refunds

Each Nickino piece begins its life only once you have placed your order. It is cut, stitched and finished by hand, made for you alone and for no one else. Because of this, every order is final, and we are unable to accept returns, exchanges or cancellations, or to offer refunds, for a change of heart or preference.

Before you commission your piece, we invite you to take your time with its details: the dimensions, the colour, the finish. Should you wish for guidance, our team is always at your disposal at connect@nickino.com.

Our Promise of Craftsmanship

We hold every Nickino piece to an exacting standard, and we stand behind the work of our artisans. If your order reaches you damaged, if you receive a piece other than the one you chose, or if a flaw in its making ever comes to light, we ask that you write to us at connect@nickino.com.

Concerns relating to delivery should reach us within seven days of your piece arriving. Kindly include your order number, a brief account of the concern, and photographs or a short video. Where possible, please keep the original packaging, as it helps us attend to the matter with care and speed.

Once our team has reviewed your request, we will guide you through what follows. Where a claim is accepted, we will restore, replace or exchange your piece entirely at our expense. We ask that nothing be sent back to us until we have been in touch, as pieces returned without our prior approval cannot be received.

The Character of a Handmade Piece

Fine materials evolve with time and use. Gentle creasing, softening and the quiet marks of everyday life form part of a piece's character and are not considered flaws. Our care does not extend to damage arising from accidents, improper use, overloading, exposure to water or heat, or repairs made outside the Nickino atelier. As every piece is made by hand, slight variations in tone, grain and finish are to be expected, and they are what make your piece singular. Pieces bought during a sale, along with gift cards, are not eligible for these services.

Refunds

As each order is created to your commission, refunds are not offered. In the rare event that a piece with a genuine flaw in its making can neither be restored nor replaced, we may, at our discretion, offer store credit or a refund to your original method of payment. Please allow your bank or card provider a few additional days to process it.

At Your Service

For anything at all regarding your order, our team is always at your disposal at connect@nickino.com.