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 all local and international orders, all shipping costs back to the warehouse and/or store 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 2720 1790 (Daily 10am to 8pm).

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 or copy+paste the link below to begin your exchange/return process. 

https://360.postco.co/nelissahilman

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 the item(s) 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 within 5 working days.

 

How does PostCo Returns work?

Step 1: Fill in your order number (eg NH1234) and email.

Step 2: Choose the item you would like to exchange/return and pick your reason (sale items will not be applicable).

Step 3: Select your return method. You can choose between PostCo drop-off/pickup method or opt for your own delivery. 

Step 4: Fill in all of your details for your return summary. 

Once we have approved your request, you will receive a confirmation email with instructions on the mailing details to send the parcel back. Address will be provided in the confirmation email. Then you can provide our customer service team your tracking number so that we can keep track of your parcel! 

Upon receiving your return, please allow us 5-7 working days to process your returns & exchanges. All refunds will be issued once we've completely processed your returns.