FAQs

Shipping and Delivery

Once you've placed your order and successfully checked out, we'll send you an order confirmation email. When we've processed your order, and it's all ready to be delivered to you, we'll send you another email along with your tracking information. 

Our team needs 1-2 working days to pack and ship out orders. Please expect to receive your order within 3-5 working days.

We offer free shipping within Peninsular Malaysia for orders above RM150. For orders below RM150, a shipping fee will apply at checkout. For orders to East Malaysia, a shipping fee will also apply at check out but for more info you can click here.

We ship to Brunei, Singapore, Jakarta, Thailand, Hong Kong, UAE, and the United Kingdom. You can refer to the table here for the rates. If your country isn't listed, drop us an email at hello@nelissahilman.com

RETURNS

We hope you'll love everything you order from us, but if something isn't quite right, you have 14 days from the date you receive your order to send it back to us.

*Due to the on-going Movement Control Order (MCO), the return timeframe is extended to 30 days from the current 14-days window. 

You have 14 days from the date you receive your order to send it back to us. Shoes must be clean, unworn, and in their original shoebox.

Please allow up to 14 business days from when we receive your item for it to be processed. Once we have processed your return, we will provide refund using your original payment method or store credit.


For orders in Peninsular Malaysia

1) Click here and enter your original order number (NH12345) and registered email address.
2) Once your request is approved, we'll send you an email along with instructions on how to return your order to us. Please do not send your order back without approval from us first.
3) When we have received your return, please allow up to 14 working days for processing.

For international and East Malaysian orders 

Please email us at hello@nelissahilman.com with your order number and the reason for your return. Our team will respond promptly with the next steps. 

Yes. A return fee of RM10 will be charged per sale item. The remaining balance will be given in the form of store credit only.

Items must be unworn and in the original shoebox. Items that show visible wear (i.e. scuffed soles) will be rejected and returned to sender.

A footwear return in a damaged shoebox or without the original shoebox cannot be accepted and will be sent back.

You can initiate the return here: https://360.postco.co/nelissahilman

If you are in the area of our Bangsar Village II store, we will gladly accept online returns at our shop. Please see our store information page to consult open hours, store address and availability before stopping by.

If you plan to make an exchange, we strongly urge you to make an appointment prior to your visit on our store information page to ensure that our team can make dedicated time for your visit and ensure we have the stock available of the item you wish to try on or exchange. 

Out store address:

UG-20 Bangsar Village II

59100 Kuala Lumpur

03-22017139

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