Returns & Exchanges

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.

*Due to the on-going Movement Control Order (MCO), the return timeframe is extended to 30-days from the current 14-days window.  

COVID-19 UPDATES

Please kindly note that our on-site returns team may experiencing delays in return and refund processing due to safety measures put in place to keep our staff safe. This includes 24 hour sanitation periods for return packages and limited staffing/hours. Refunds may take up to 2 weeks for processing from the date the return is received. We thank you in advance for your patience and apologize for any inconvenience this may cause.

GENERAL

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. Inclusive of VIP and Family and Friends promotions. 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 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

We're testing a smoother return process with our courier partner, Pickupp. 

Once your return request is approved, we will arrange for Pickupp to collect the return parcel (from the comfort of your home) and your exchange order will be delivered simultaneously. This is still is trial phase so we appreciate your understanding and patient in rolling this new feature. 

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

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
Malaysia
+6017-9093050

 

HOW TO MAKE A RETURN

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. 

For Klang Valley

We're testing a smoother return process with our courier partner, Pickupp. 

Once your return request is approved, we will arrange with Pickupp to collect the return parcel (from the comfort of your home). This is still is trial phase so we appreciate your understanding and patient in rolling this new feature. 

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. Please do not send your order back without a return label. 

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
Malaysia
+6017-9093050

Items must be clean, unworn and in their original shoebox. Items that show visible wear (i.e. scuffed soles) will be rejected and return to sender.

A footwear return in a damaged shoebox or without the original shoebox will be rejected and return to sender. Please pack your return in protective packaging for shipment. 

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. 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. 

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. 

Nelissa Hilman - Returns
D-02-07 Oasis Square
Jalan PJU 1a/7a, Ara Damansara
47301 Petaling Jaya
Selangor
Malaysia
+6017-9093050

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.

IN-STORE EXCHANGES

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. 

Please see our store information page to consult open hours, store address and availability before stopping by. Learn more.

REFUND

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 hello@nelissahilman.com

    WHAT IF MY ORDER IS DEFECTED OR DAMAGED IN TRANSIT?

    If you find defects or damages upon receiving your order, please email us at hello@nelissahilman.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 2021.