OUR 30-DAYS RETURN POLICY
We understand that sometimes shoes don't always fit perfectly - and we are here to help. We now offer online exchanges for all orders on nelissahilman.com. We gladly offer returns and exchanges within 30 days from time of delivery.
When returning items, we ask that you kindly use the shipping label provided to you through our returns process so that we are able to better track your return.
A return fee of RM10 will be deducted per sale item for merchandise purchased with a markdown (i.e. Value Buy, Sale, Last Chance) or discount code. For these returns, the remaining balance (excluding shipping fees) will be given in the form of store credit only.
All hair accessories and tote bags are considered final sale.
HOW TO EXCHANGE/RETURN AN ITEM
To initiate an exchange, click here.
Enter your order number (NHXXXX) and email address or phone number. You will proceed by clicking through the prompts and choosing the new item you wish to exchange for.
For Klang Valley
If you are in the area of our Bangsar Village II store, we will gladly accept online exchanges at our shop.
For Peninsular Malaysia
If you select PostCo, you will be prompt to download a return label from PostCo. Please print the return label and placed them securely on the return parcel. You may then drop-off the parcel at the nearest PostCo location to you. Once your return is received by our warehouse, we will dispatch your new exchange order.
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. 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. We cannot take responsibility for any damage on return shipment, therefore return well packed.
Nelissa Hilman - Returns
D-02-07 Oasis Square
Jalan PJU 1a/7a, Ara Damansara
47301 Petaling Jaya, Selangor
Monday to Friday (10am to 6pm, except for public holidays)
EAST MALAYSIA AND INTERNATIONAL RETURNS
To initiate a Return, click here.
Enter your order number (NHXXXX) 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. Please email your tracking number to us at hello@nelissahilmancom, 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.
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 email@example.com.
Please see our store information page to consult open hours, store address and availability before stopping by. Learn more.
When an order has been registered as a return, you will receive an email or notification to confirm receipt. Please allow up to 5 business days to process your request.
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.
A return and restocking fee of RM10 will be deducted per sale item for merchandise purchased with a markdown (i.e. Value Buy, Sale, Last Chance) or discount code. Inclusive of Welcome offer, VIP and Family and Friends promotions. For these returns, the remaining balance (excluding shipping fees) will be refunded via store credit only.
We will refund your payment via original payment method or store credit, excluding shipping fees, duties and taxes (where applicable). Refunded money should register in your account within 3-7 working days.
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 firstname.lastname@example.org
WHAT IF MY ORDER IS DEFECTED OR DAMAGED IN TRANSIT?
If you find defects or damages upon receiving your order, please email us at email@example.com as soon as possible. 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.
Updated June 2022.