Returns & Exchanges

Thank you for your patience as we adjust to our new safety procedures. Returns and exchanges are being accepted, but please expect delays due to staffing and safety requirements.

 

WHAT IS YOUR RETURN POLICY?

We hope you will love everything that 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.

We ask that the items are returned clean and unworn. Shoes must be returned with their original boxes. Non-faulty items that are not in a condition suitable for resale (i.e. worn, washed, soiled or damaged) will not be refunded. If we receive a return and it has been used or damaged, we cannot accept your return. You can request to have it shipped back at your expense.

If there should be anything wrong with your item, please email to hello@nelissahilman.com as soon as possible after discovering the defect. Describe the defect or damage in as much detail as you can, and attach images of the damage. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

We’re glad to accept returns for any reason within 14 days of delivery provided items are in brand new and original condition. If we receive a return and it has been used or damaged, we cannot accept your return. You can request to have it shipped back at your expense.

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


HOW DO I INITIATE A RETURN AND/OR EXCHANGE?

We understand that sometimes shoes don't always fit perfectly the first time you buy it - and we are here to help. If you are unsure about the product, it should be handled carefully to ensure that it can be returned as new, unused, and make sure to save the packaging. All accessories, printed material originally included with your product must be included with your return.

Note: The Return and Exchange policy does not apply to specially ordered goods, final sale and value buy items. 

For Malaysian orders

For most orders within Malaysia, a return may be initiated using PostCo Return Service. Start by entering your order number and your email address. Once your request has been approved, we'll send you a notification email along with instructions on how to return and/or exchange. 

PostCo (available throughout Peninsular Malaysia) 

    Once we have approved your request, you will receive a confirmation email with instructions to return the parcel back to us. Please do not send back your items without us approving the exchange. Upon receiving your return, you will receive an email notification. Please allow up to 14 working days to process your returns to us. 

    Kindly make sure all return packages are sent with a trackable, insured service. We cannot take responsibility for any damage on return shipment, therefore return well packed. We cannot take responsibility for held or lost in the return transit. We are not responsible for mis-delivery errors via carrier, or incorrect shipping info.

     

    For orders outside Malaysia 

    For orders shipped outside of Malaysia, please email us at hello@nelissahilman.com  with your order number and the reason for your return. Our team will respond promptly with next steps.

    Please do not send back your items without us approving the exchange. Upon receiving your return, you will receive an email notification. Please allow up to 30 working days to process your returns and/or exchanges.

    Kindly make sure all return packages are sent with a trackable, insured service. We cannot take responsibility for any damage on return shipment, therefore return well packed. We cannot take responsibility for held or lost in the return transit. We are not responsible for mis-delivery errors via carrier, or incorrect shipping info.

    In the case that your shipment is lost or damaged in transit; YOU ARE RESPONSIBLE TO FILE THE CLAIM WITH THE COURIER COMPANY. WE ARE NOT RESPONSIBLE FOR LOST PACKAGES DURING TRANSIT. WE ARE NOT RESPONSIBLE FOR SHIPMENTS SENT TO FORWARDING SERVICES OR COMPANIES REGARDLESS OF SHIPPING SERVICE SELECTED, IF YOU PLACE AN ORDER AND YOUR SHIPPING ADDRESS IS A FORWARDING ADDRESS YOU ARE RESPONSIBLE FOR CONTACTING YOUR FORWARDING COMPANY OR SERVICE TO LOCATE YOUR SHIPMENT.

     

    WHEN CAN I EXPECT MY REFUND?

    Refunds will only be granted if the items received are in its original packaging, clean, unworn and undamaged. Nelissa Hilman has the right to wait to make the refund and at our sole discretion and until such time as the items have reached the warehouse. Should we find items to not meet these conditions, we will reject the refund request. You can request to have it shipped back at your expense.

    Once your refund request has been approved, you will receive a notification email. We will use the same payment method for refunds as the customer used for the initial transaction. In case of a refund, this will take place within 30 days after the case has been resolved.

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