Ordering Online

COVID-19 FAQ: WHAT IS NELISSA HILMAN DOING TO TAKE PRECAUTIONS?

We know that the developments of the COVID-19 outbreak have been extremely concerning.  Like many of you, we are actively monitoring events and trying to do our part to take precautions and prevent the spread of the virus.  Our thoughts are with those who've been affected and the safety of our teammates and customers is our top priority.

As the global situation quickly evolves, we are maintaining constant contact with our worldwide teams and partners. If you have any concerns or questions, please reach out directly via our website or hello@nelissahilman.com  

 

COVID-19 FAQ: SINCE NELISSA HILMAN SHOES ARE LOCALLY MADE, WHAT IS HAPPENING ON THE GROUND?

Our local artisan and workshops have reopened following a temporary closure due to COVID-19 restrictions.   While most of our orders will continue to ship on time, there are likely to be a few delays as we adapt our operations for social distancing, tiered shifts, and other safety measures including temperature checks.  We’ll continue to monitor our operations daily and inform customers individually on any changes to their order. Should you have any further questions, feel free to reach out to us.

 

COVID-19 FAQ: IS THE STORE OPEN?

At this time, our Bangsar Village store is open daily from 10am to 10pm. We invite you to schedule an immediate 1:1 appointment to visit our store or schedule a future appointment to visit us in Kuala Lumpur.

 

WHAT IS A PRE-ORDER?

We offer pre-order as a way to reserve an order in advance of our upcoming product delivery, with the understanding that it will ship at a later date than when you purchase. Payment is due at the time of purchase, and you will receive a shipping notification once the order is on its way to you.

Please note, pre-order ship dates are estimates and may be subject to change.  If there’s any substantial change to the expected ship date on your order, we’ll be sure to let you know.

 

WHEN WILL MY PRE-ORDER SHIP?

Most pre-orders ship on or before the date listed on your order confirmation or the date listed in your latest order update.  If you have any questions, please reach out to hello@nelissahilman.co, and we can provide a more detailed status update for your particular order.

  

WHEN YOU ORDER ONLINE

To shop with us, choose an item of your choice and proceed to checkout. If you have a discount code to use, you can enter your code at Check Out. 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. 

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.

If you need help with your order, do inform us at hello@nelissahilman.com and we’ll be more than happy to assist you further.

 

WHAT’S THE STATUS OF MY ORDER?

Once you’ve received your shipping confirmation email, you will have the ability to track your package on the corresponding shipping carrier's website.

 

CAN I CANCEL OR MODIFY MY ORDER?

We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact us at hello@nelissahilman.com as soon as possible after placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate your requests.

 

NEWSLETTER SIGN-UP AND REGISTERING AN ACCOUNT

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.

If you’re facing problems in applying your discount code, please contact our customer service team at hello@nelissahilman.com for assistance.

  

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 physical 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 ADJUSTMENT AND 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 hello@nelissahilman.com 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.

 

Updated October 2020.

----