FAQs

During the Movement Control Order (MCO 3.0) from 7th to 20th May 2021, our store at Bangsar Village II, Kuala Lumpur will be operating from 10am to 8.30pm daily. Kindly contact 03-22017139 for inquiries. 

Store Closure

Kindly note that our Bangsar Village II store will be closed on 13th and 14th May to observe the Eid holidays. 

Office and Warehouse Closure

Our office and warehouse will be closed on 12th May 2021. All online inquiries, return request and orders after this date will be attended and processed from 19th May 2021. 

We would like to wish you a safe, happy and blessed Eid. 

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. 

Please note that final sale and value buy items are strictly non-exchangeable and non-refundable.

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 boxes.

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 give you a full refund using your original payment method or store credit.

Final sale and value buy items are strictly non-exchangeable and non-refundable.


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.