Our 30-days Return & Exchanges Policy 

We understand that sometimes shoes don't always fit perfectly and we are here to help. We gladly offer returns and exchanges within 30 days from time of delivery.

Conditions:

• Items must be in original packaging
• Clean, unworn, and undamaged
• Returned/Exchanged items must meet conditions before approval

Exchanges are subject to size and colour availability. Nelissa Hilman has the right to wait to make the decision. Should we find items to not meet these conditions, we will reject the request. 

This term is not applicable for final sale items. 

Return Shipping & Checkout+

At checkout, you can choose Checkout+.

With Checkout+

✔ Free return shipping via PostCo

✔ No handling fees

✔ Easy return portal with prepaid label

Without Checkout+

• Return shipping fee applies
• Handling fee applies

Rest assured that all returns (with or without Checkout+) are processed through the PostCo portal. 

To start a return via PostCo, click here and follow the prompts with your order number and contact details.

 

How to Return or Exchange Your Order 

Option 1 Using PostCo 

To initiate an exchange, click here. 

Enter your order number (NHXXXXX) and email address or phone number. You will proceed by clicking through the prompts and choosing the new item you wish to exchange for.

Option 2  In-Store Exchange

If you are in the area of our Bangsar Village II store, we will gladly accept online exchanges at our shop. 

We strongly urge you to make an appointment prior to your visit to ensure that our team can make dedicated time for your visit and ensure we have the stock available of the item you wish to try on or exchange. Kindly email our team at hello@nelissahilman.com. 

Option 3  Shipping borne by you

Subsequently, you can also arrange to return the parcel at your own cost. Please send your pre-paid and insured package with your carrier of choice to the address below. We cannot take responsibility for any damage on return shipment, therefore return well packed. 

Please email your tracking number and order ID to us at hello@nelissahilmancom, so we can keep track of your return, making it faster and smoother. 

Nelissa Hilman - Returns & Exchanges

Suite 3.3 Bangunan Pan Global,

1A Jalan Tandang, 46050 Petaling Jaya,

Selangor.

Phone +6011 6323 3050

East Malaysia and International Returns 

To initiate a Return, click here. 

Enter your order number (NHXXXXX) and email address or phone number. You will proceed by clicking through the prompts for return. Please do not send your order back before getting the approval. 

At this time, we do not provide return labels for East Malaysia and international request. Please send your pre-paid and insured package with your carrier of choice to the address below.

Nelissa Hilman - Returns & Exchanges

Suite 3.3 Bangunan Pan Global,

1A Jalan Tandang, 46050 Petaling Jaya,

Selangor.

Phone +6011 6323 3050

Please email your tracking number to us at hello@nelissahilman.com, so we can keep track of your return, making it faster and smoother. We cannot take responsibility for any damage on return shipment, therefore return well packed. 

If your shipment is lost or damaged in transit, you are responsible for filing the claim with the courier company. We are not responsible for lost packages during transit or shipments sent to forwarding services or companies regardless of the 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.

Refund

This term is not applicable for final sale items.  

Refunds are processed once returned items are received and inspected. 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.

Refunds will be issued via original payment method or store credit, excluding shipping, duties, and taxes where applicable. Please allow 5–14 business days for processing.

We always do our best to ensure that your refund reaches you on time and without delay. In case of delay in the refund, please contact us at hello@nelissahilman.com

Defects or Damaged Upon Arrival 

If your order arrives with defects or damage, email us as soon as possible with photos and details. We will try our best to reach a satisfactory solution. Describe and attach images of the fault or damage in as much detail as you can. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

For manufacturer issues, please refer to our Warranty & Repairs page.

 

Updated February 2026.