Shipping And Returns
Shopping with us online should be as enjoyable and inspiring as shopping in our stores. When you make your first purchase you create a password-protected account with us. To make things as straightforward as possible, we will save your name and delivery address for the next time you visit. If you would like to change your details at any time, it’s easy to do so in the ‘My Account’ section, where you can also track the status of your orders in ‘Order History’.
Don’t worry if you make a mistake or change your mind about anything – you will be able to double check and adjust your order before the final confirmation step. After you have placed your order, we will send you confirmation e-mail with your order number, which you can use to track your order’s progress.
We process orders within 1-2 business days, then ship domestic orders via with final delivery by ASIAXPRESS.
International orders are shipped via POSMALAYSIA before being passed off to a local carrier and can be expected to take 2–4 weeks to arrive. For all shipped packages, we send the tracking number in an email.
No worries. Orders are cancelable for up to an hour after they are placed. If you need to change the destination or contents, click “Cancel Order” on your My Orders page before placing a new one. If you don’t see a link, our warehouse is likely packing up your shipment and cannot cancel or change it in any way.
Order Processing and Shipping
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.
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 business 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.
Do you ship internationally?
Yes we do.
Are duties and taxes included with international orders?
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.
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:
|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|
What's your return policy?
No order is complete until you are fully satisfied. Except for final sale items, you have 14 days (from date of delivery) to return or exchange an item for a different color or size, if it’s the same price or more. Kindly note tht sale items are strictly not refundable/exchangeable. We’ll give you a full refund within 14 days from when your return is registered at our warehouse (or refund the difference, if any, in the case of exchanges). Please contact our customer service at [email protected] or at +603 7859 0930 if you need assistance.
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.
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
C-3-3A Pacific Place Commercial Centre
Jalan PJU 1A/4
+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.
How can I exchange my order?
Kindly note that exchanges may only be processed if the shoe is returned in a clean, unworn, undamaged condition. Sale items are strictly not eligible for refunds or exchanges of any kind.
You may send your shoes back to the above address along with your Return form. Prior to sending the shoes back to us, do email us at [email protected] 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.
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.
When can I expect my refund?
Please allow 1-2 weeks for your refund. We’ll send an email once the item(s) have been received and your refund has been processed.
What if my items are damaged, defective or incorrect?
We’re very sorry that the item you received wasn’t satisfactory! Not to worry, contact [email protected] with your order number and we’ll take care of the rest. Please allow up to 1 working day for a response.
All sales are final and cannot be returned on markdown (sale), phone orders, special orders, and pre-orders.
The following items are Final Sale and cannot be returned.
- Sale items
- E-gift card
- Gift certificates
You can return any unworn items for any reason within 14 days of your purchase for a full store credit refund of the paid price. Kindly note that only normal priced items may be returned and sale items are strictly non-exchangeable and non-refundable. Do also note that we do not cover the cost for domestic and international return shipping and you will not be refunded for the initial shipping fees. Follow the simple steps below to return your item(s):
1. Fill out your reason for return on the Return form
For all normal priced items, we'll include a Return form along with your order. Once you’ve filled it in, include the form with your order and send it to the address stated below. Note: All return items must be clean, unworn and undamaged. Please ensure that all items must also be packed in its original packaging. Items that do not meet these conditions will not be eligible for exchanges/refunds and it will be sent back to you.
2. Drop off the parcel
Return* your item(s) to the following address:
Nelissa Hilman - Returns
Suite C-3-3A, Pacific Place Commercial Centre
47301 Ara Damansara, Selangor
Phone +603 7859 0930
*Kindly note that we do not cover the cost for domestic and international return shipping back to us and you will also not be refunded for the initial shipping fee.
3. Wait for Your Refund
Return parcels may take 1-2 weeks to be delivered at our warehouse. Once your return has arrived, please allow 1-2 weeks for your refund to be processed. We’ll send you an email once the refund is on its way.