FAQ

Registration
When you register with Nelissa Hilman, it allows you to experience a faster check out for your future orders. Find the Register tab on the top right corner of our homepage and fill in your details. Once you’ve done all that, you’ll be able to check out faster and easier.

Newsletter
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 upon signing up.

Check Order Status
You will receive an email on your updated order status along with your tracking number once your order has been processed and is ready to be shipped out. If you see your status as ‘Pending’, not to worry as that’s a default status. We’ll update it as soon as we process your order.

If you can’t seem to find an email, all you have to do is log in to your account on our website. Click on Order History and then click ‘View’. You should be able to find your tracking information there.

To shop with us, choose an item of your choice and proceed to checkout. If you have a discount code to use, click on ‘View Cart’ and enter your code accordingly. Once we’ve processed your order, you will get an email with an updated order status along with your tracking number.

We want you to receive your shoes as soon as possible which means we work efficiently to have it processed and delivered quickly. Any amendments to your order details and/or delivery address will not be entertained once your order has been processed and shipped as we won’t be able to change your order details and/or delivery address. Please confirm that all your details are correct prior to purchasing.

As part of our ongoing efforts to practice sustainability, we won’t be providing receipts with your parcels. Instead, you can find your full summary and receipt of your order in your email once you complete your purchase. More convenient for you and kinder to mother Earth. 

If you need help with your order, do inform us at [email protected] and we’ll be more than happy to assist you further.

Newsletter Sign-Up Promotions
Do kindly 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. For you to utilise your Welcome code, follow the simple instructions below.

1. Find the Register tab on our homepage.
2. Fill in your details accordingly.
3. When you’re ready to pay, click on ‘View Cart’ and find a tab that states ‘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.

Payment
All payments made on www.nelissahilman.com are secure. We accept Mastercard, Visa and PayPal. Payment via cash-on-delivery (COD), cheques or bank transfers are not accepted. 

Promo Codes
To enable promo codes, one must first log-in/register to an account with Nelissa Hilman. Promo codes cannot be used without logging into an account.
Promo codes are only applicable for normal-priced items, unless stated otherwise. 
Promo codes may also differ online and offline. Online exclusive codes does not necessarily reflect in prices offline. 
Offline promo codes are only exclusively available to use at our Bangsar Village II and Setia City Mall store. They are invalid and cannot be used at our other stockists. 
Discount cannot be exchanged for cash and is non-transferable and cannot be used in conjunction with any other existing offer or promotion.
No two discount codes can be used at the same time. Only one discount code can be used for each purchase.
Discount cannot be used to purchase gift cards.
Nelissa Hilman reserves the right to cancel this offer at any time, refuse to allow any individual to participate in this offer and amend the terms and conditions of our promo codes from time to time, with or without any prior notice.

Price Adjustments & Price Matching
Prices may vary between online and offline locations. Exclusive in-store promotions would not necessarily reflect for online purchases and this is true vice versa; online promotions would not be able to be redeemed in-store. For example, our Welcome code is not applicable for use in-store. 

Sold Out
Our shoes are sold on a first come first serve basis. We aren’t able to reserve any item due to demand. Due to the way we source our leathers and materials and how we manufacture our collections, this means that some of our items are available in limited quantities. What we have in our inventory is shown on our website. All of our products require different lead times therefore we aren’t able to give you an exact date when a certain item will be back in stock.

If you’d like to check with our retail stores for stock or on restocking probability, you are most welcome to contact us at [email protected] or call +603 2720 1790 and we’ll gladly help you with any of your enquiries.

Final Sale
Final sale items are strictly non-refundable and non-exchangeable. This applies to all purchases made on www.nelissahilman.com and in-stores.
 

Domestic Shipping (within Malaysia)
All shipping and delivery to Malaysian addresses are free.
  • For Klang Valley, delivery takes 2-3 working days. Kindly note that we are unable to deliver on weekends and public holidays. Once your item is out for delivery, you will receive a notification text. 
  • For shipping to other Malaysian states, delivery can vary from 3-5 working days. 
  • All deliveries are operated by DHL and AsiaXpress.
  • Kindly do note that deliveries might be delayed during peak seasons such as during holidays and sales.

International Shipping
We deliver to a list of countries. If your country isn’t listed under the graph below, do email us at [email protected] and we’ll assist you the best we can with your purchase/delivery. International delivery depends on two things; location and weight of item. Do kindly be informed 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 UAE 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

Tracking Number
Once your order has been processed and is ready for delivery, we’ll send you your tracking number for you to monitor your shipment’s progress. You can find your tracking number under your Order History on your Nelissa Hilman account. Do allow up to 1 business day for your tracking status to be updated.

Estimated Delivery Time
Orders placed before 11:00am will be processed and shipped out within 1-2 business days. Processing times do not include weekends and public holidays. Kindly note that we experience high volume of orders during our sale periods and this often results in delays in delivery – we apologise in advance for the inconvenience.

For Klang Valley: 1-2 business days
For the rest of Malaysia: 3-5 business days
For international orders, the following is a table of the estimated delivery time to your country. Do kindly note that parcels might be held in customs which would further delay in delivery – the following delivery time does not take into account the amount of time the parcel is held in customs.

 
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

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 from the date you receive your shoes 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 your return is registered at our warehouse.

Please ensure that all items are returned clean, unworn, undamaged and have all of their tags and original packaging intact. 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. worn, washed, soiled or damaged) will not be refunded and will be sent back to you. Do also note that all cost for return shipping with be borne by the customer and original shipping fees will not be refunded.

For more assistance, contact our customer service team at [email protected] or call us at +603 7859 0930.

Request a Return/Exchange

If you purchased our shoes at any of our standalone store, you may only request for an exchange in-store. Just come over to our stores with your receipt and our friendy store team will assist you accordingly. Kindly note that sale and value buy items are strictly non-exchangeable and non-refundable.

For all purchases made online, you can also exchange in-stores. All you have to do is show the store team of your receipt (either a physical copy or the one that we’ve issued via email) and they’ll assist you accordingly. Do kindly note that we won’t be able to guarantee availability of the shoes in-store and it’s best you either email us or call the stores to ask. If you don’t live anywhere near our stores, you can return the shoes back to the following address:

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

Once we receive your parcel, we will notify you by email and we will process your return accordingly. 

For a refund on your purchase, you may also send your shoes in-stores or via mail to the above address but do note that refunds for online purchases may only be done via the original payment method; via banking transfers or via PayPal. 

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
Japan (cm) 23 23.5 24 24.5 25 25.5 26 26.5

Heel Size

Inches mm
0.5 13
1 25
1.5 38
2 50
2.5 64
3 80
3.5 88
4 100


We’ve provided this reference to help you find the best fit, but should you have additional concerns, do contact us at [email protected] and we would be delighted to help you find your perfect pair.

Nelissa Hilman shoes are handmade. The size of our styles may vary because they are made using traditional techniques in different factories. They also may vary from manufacturer to manufacturer due to methods of production, stitching and age of machinery. Our size guide aims to assist you in your purchase and get you your right size but we won’t be able to guarantee a perfect fit based on these sizes as each shoe varies in cut and fit. In each product description, we’ll specify whether the shoe runs small or large for your further reference.

Leather
Scotch guard shoes for protection and waterproofing. Use polish to renovate colour. Apply a natural 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.

It’s 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.

Suede
To prolong the life of your suede product, we recommend pre-treating the leather with a suede protectant and voiding exposure to weather or other liquids. We also recommend occasionally treating the leather with a suede brush, which can help smooth any marks or indentations on the surface.

Non-leather
When dusty or dirty, simply wipe the shoe down with a damp cloth with a little dish detergent. We find this 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
For the first 3 months after the date of your online or Nelissa Hilman store purchase, we will attempt to repair all normal-priced items with a manufacturing defect in materials such as broken hardware or embellishment however there is no guarantee that the original parts are available. This is completely dependent on our supplier and manufacturers. All damage that are caused by normal wear and tear, accident, improper care, negligence or the natural breakdown of colours and materials over extended time and use are damages that would not be covered under our return policy. We strictly do not accept any repair requests for all sale and value buy items.

For all repairs, you can visit the various professional shoe care service for your shoes. For our Klang Valley customers, do email us at [email protected] and we’ll be more than happy to provide you our recommended list of shoe care services.

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