Our 30-Days Warranty Policy

We stand behind the quality of our products.

We offer a 30-day warranty from the date of purchase (or delivery for online orders) against manufacturing defects. This covers faults in design, materials or workmanship that occur under normal use.

Assessment and Repair

Each claim is assessed fairly on a case-by-case basis. However, not all damages are repairable. Some materials or styles may be irreparable depending on the nature of the damage and construction.

Where repair is possible, we will do our best to assist.

What Is Not Covered:

• Normal wear and tear
• Accidental damage
• Improper use
• Water damage
• Damage from external causes
  

After the 30-Day Window

Past the 30-day warranty period, there's no automatic refund or free repair. That doesn't mean we won't help. Each request is reviewed individually, based on the cause and condition of the item.

Depending on the assessment, the outcome may be:

• A complimentary repair;
• A repair at a small fee; or
• A referral to a trusted external cobbler for the fix. 

How to request for an assessment: 

Kindly contact us at hello@nelissahilman.com with the email subject as below. 

Subject: Warranty – Your Order Number

To submit a warranty claim, please provide:

• Proof of purchase
• Clear photos of the issue
• A brief description of what happened

Our team will review and guide you through the next steps.

For sizing exchanges or change-of-mind returns, please visit our Returns & Exchanges page.

Updated June 2026.