Return Policy Details

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 (or refund the difference, if any, in the case of exchange).

Please ensure that all items are returned clean, unworn 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. 

For international orders, all shipping costs back to the warehouse for returns will be borne by the customer. 

For more assistance, contact our customer service team at help@nelissahilman.com or call us at +603 7859 0930.

Request an Exchange

We understand that sometimes shoes don't always fit perfectly the first time you buy it. And we're here to help! Do kindly note that sale and value buy items are strictly non-exchangeable and non-refundable.

For all exchanges, please submit a request for exchange here. You can choose either to return at a PostCo location, any Nelissa Hilman store at Bangsar Village II or Sunway Pyramid or have someone pick it up from your house. These options are only applicable for shipping addresses within Malaysia only. 

Once your request has been approved, we'll send you a notification email along with instructions on how to return. 

Request a Refund

We will only be able to grant refunds in the form of store credit. 

For all refunds, please submit a request for refund here. Do kindly note that refunds will only be granted if the items received are in its original packaging, clean, unworn and undamaged. Should we find items to not meet these conditions, we will reject the refund request and item will be sent back to you. 

Once your refund request has been approved, we'll send you a notification email and your store credit will be reflected in your account within 5 working days.