FAQs

Online Promotions

Newsletter Sign-Up Promotions
On top of being the first to know on exclusive sale offers, product updates and brand events, you’ll also receive a 15% Welcome discount off your first purchase. Do note that subscribing to our newsletter and registering an account with us are two different things and in order for you to use your Welcome discount, you must do both.

1. Find the ‘Register’ tab on the top right corner of our homepage.
2. Fill in your details accordingly.
3. When you’re ready to pay, click on ‘View Cart’ and find a tab that says ‘Use Coupon Code’ and key in your Welcome code.
4. You’re ready to check out and complete your purchase!

If you’re still facing problems in applying your discount code, please contact our customer service team at [email protected] for assistance.

*This discount is only applicable for normal priced Nelissa Hilman shoes.

Out of Stock
Due to the way we source our leathers and materials and manufacture our collections means that some of our items are available in limited quantities. What we have in our inventory is all shown on our website. All of our products require different lead times therefore we aren’t able to give you an exact date when something will be back in stock.

If you’d like us to double check with our retail store for stock or on restocking probability, you are most welcome to contact us at [email protected] and we’ll gladly help you with any of your enquiries.

Checkout
We accept payment via iPay88. You can also choose to pay with PayPal. You can see the full list when you add your credit card at checkout. When selecting this option at checkout, you will be directed to the payment site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will then return to NELISSAHILMAN.COM.

If you have any enquiries on payment, don’t hesitate to ask us at [email protected].

Size Guide
The following is a size conversion guideline for Nelissa Hilman shoes comparing our Italian sizing standards to the US
and UK sizes. Any additional sizing information will be noted in the description of each item.
 

Italian 34 35 36 37 38 39 40 41
US 3 4 5 6 7 8 9 10
UK 1 2 3 4 5 6 7 8
Centimeter (cm) 22.3 22.8 23.5 23.8 24.5 25.1 25.4 25.7


Nelissa Hilman shoes are hand made. The size of our styles may vary because they are made using traditional techniques in different factories. Our size guide aim to assist you in your purchase and get you the right size first time.

We've provided this reference to help you find the best fit, but should you have additional questions, do contact us and we would be delighted to help you find the perfect pair.
 

 Order Processing and Shipping
Order Processing
All orders are fulfilled by our warehouse within 1-2 business days from the date of your order confirmation. Our business days are Monday through Friday, excluding public holidays. For orders within Klang Valley (except for Cyberjaya, Putrajaya, Klang and Sepang), all orders received before 12:00pm will be processed the same day. Orders placed after 12:00pm will be processed on the following business day.

Local Shipping & Delivery (Malaysia)

Delivery within Klang Valley (except for Cyberjaya, Putrajaya, Klang and Sepang)

If you place your order before 11:00am, you’ll be able to receive your order that same day. If you order after 11:00am, you’ll get your order the next business day. This only applies for orders placed from Monday to Friday (excluding public holidays). We’re unable to deliver on weekends and public holidays, so do allow an extra working day for your delivery. Once your item is being out for delivery, you will receive a text notification. For enquiries on your delivery, you may contact +6018 227 4786. Our same-day delivery is being carried out by DropIt.

Kindly note that same day delivery is not available during sale periods. Do allow 1-2 working days for your order to arrive.

Delivery within Malaysia

Orders are shipped within 1-2 business days via AsiaXpress. Once we’ve shipped your order, we will also send you your tracking information for you to monitor your delivery’s progress. If you don’t receive a tracking number within 24 hours of placing an order, do contact us at [email protected] and we’ll help you.

International Shipping
If you are shipping internationally, your complete order total will reflect shipping fees. Do also note that import duties and taxes are not included in the price at checkout. These charges will be collected by the shipping service upon delivery. Please check with your country’s customs office to determine these costs.

The following are details on shipping and delivery costs:
 

Pairs Country
Singapore Indonesia Taiwan Australia South Korea France USA
Brunei Thailand Macao Japan New Zealand Switzerland United Kingdom
1 RM 40 RM 60 RM 80 RM 90 RM 110 RM 130 RM 160
2 RM 50 RM 75 RM 110 RM 120 RM 150 RM 180 RM 220
3 RM 60 RM 90 RM 130 RM 150 RM 180 RM 220 RM 280
4 RM 70 RM 110 RM 160 RM 180 RM 220 RM 270 RM 340
 
Country Delivery time Shipped by
Singapore 4-5 business days PosMalaysia
Brunei 7-12 business days PosMalaysia
Indonesia 7-12 business days PosMalaysia
Thailand 7-12 business days PosMalaysia
Australia 7-14 business days PosMalaysia
USA 10-20 business days PosMalaysia
United Kingdom 10-20 business days PosMalaysia

 


Check Order Status
Soon after you If you are shipping internationally, we will send you an email with your tracking details soon after you place your order. If you haven’t received your tracking number, do email us at [email protected] and we’ll help you from there. If you see your order status to be ‘Pending’, not to worry as we’ll send you an updated one after we’ve processed your payment and order. After your order is out of the warehouse for shipping and delivery, we’ll send you another email with an updated order status (‘Shipped’) and there, we’ll also provide you with your tracking number for you to monitor your shipment’s progress.

Order change / cancellation
If you’d like to amend or cancel your order, do notify us immediately after placing an order. Once your item has been shipped out, we won’t be able to amend nor cancel your order. If you’ve purchased a full priced item, you can simply return it to us and we’ll process a refund/exchange accordingly for you.
 


Return and Exchange Policy
No order is complete until you are fully satisfied. Kindly note that sale and value buy items are strictly non-exchangeable and non-refundable. Except for sale and value buy items, you have 14 days to return an item for a different colour or size (if it’s the same price or more). We aim to issue you a full refund within 14 days from when you return is registered at our warehouse (or refund the difference, if any, in the case of exchange). For more assistance, please don’t hesitate to contact our customer service team at [email protected] or give us a ring at +603 7859 0930.

Please ensure that all items are returned clean, unworn and have all of their tags and original packaging. Shoes must be returned with their original boxes. Naturally any faulty items can be returned. Any non-faulty items that are not in a condition suitable for resale (i.e. used, washed, soiled or damaged) will not be refunded and will be sent back to you.  Do also note that we do not cover the cost for domestic and international return shipping and you will not be refunded for shipping fees.

Returns
For all normal priced items, we’ll include a Return form. Once you’ve filled out your reason for return, you may send your package to the following address.

Nelissa Hilman Ventures Sdn Bhd - RETURN
C-3-3A Pacific Place Commercial Centre
Jalan PJU 1A/4, Ara Damansara
47301 Selangor
Malaysia
+603 7859 0930

Depending on where you stay, return parcels may take a week or two to reach us. Once it has reached us, we will notify you via email and from there, we will process your return accordingly.

If you aren’t able to find a return form in your order, contact us at [email protected] or + 603 7859 0930 (Monday – Friday, 10:00am – 6:00pm).

Refund
Only normal priced items shall be entertained for refunds. Sale items are strictly non-refundable and non-exchangeable. Item(s) must be in the same condition that you received it in; clean, unworn and undamaged. Item(s) that do not meet these conditions will be sent back to you.

If you’d like a refund on your item, do send your shoes back to the address stated above.

Once we’ve received your shoes back at the warehouse, we’ll send you a notification email and we will proceed with the refund accordingly. Do note that refunds are administered to the original form of payment. Kindly note that refunds may take 1-2 weeks to be fully processed.
 
Exchanges
Kindly note that exchanges may only be processed if the shoe is returned in an unworn, undamaged condition. Sale items are strictly not eligible for refunds or exchanges of any kind.

Prior to sending the shoes back to us, do email us on the item that you would like to exchange your current shoes for. This is so that we can check on availability before proceeding further with the exchange. Should the item you want exchanged for becomes unavailable, your total amount shall be converted to store credit.

To exchange, do send your shoes back to the above address.

If you’d like to exchange it at our store in Bangsar Village II, you may also do that. Just inform us via email on the details of your exchange and we will check with availability at our Bangsar Village II store first before proceeding any further.

Leather
Scotch guard shoes for protection and waterproofing. Use polish to renovate colour. Apply a nautral shoe cream to moisture the leather and prevent from drying. Use a leather cleaner to remove staining and shine spray shoes to maintain a nice finish. We highly recommend WOLY. Their wax and shine spray are one of the best out there.
It is normal that overtime softer leather may become dry and lose some of its natural finish. To overcome this we recommend that you regularly apply a thin layer of nourishing cream and buff lightly with a cloth.

Non-leather
When dusty or dirty, simply wipe the shoe down with a damp cloth and a little dish detergent is effective in getting off most dirt and grime. Wipe with a micro fibre cloth to remove any water spots. You can also use petroleum jelly to rub onto your footwear to give the shoe its original shine.

Repair
You can visit the various professional shoe care services for your shoes. For our Klang Valley customers, do email us for our recommended list of shoe care services.

You can reach us at +6016 688 7957 or email us at [email protected] and we’ll be happy to answer any of your enquiries.
We are available from Monday – Friday, 10 am – 6 pm.

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