Shipping & Delivery

COVID-19 FAQ: WHAT IS NELISSA HILMAN DOING TO TAKE PRECAUTIONS?

We know that the developments of the COVID-19 outbreak have been extremely concerning.  Like many of you, we are actively monitoring events and trying to do our part to take precautions and prevent the spread of the virus.  Our thoughts are with those who've been affected and the safety of our teammates and customers is our top priority.

As the global situation quickly evolves, we are maintaining constant contact with our worldwide teams and partners. If you have any concerns or questions, please reach out directly via our website or hello@nelissahilman.com  

 

COVID-19 FAQ: SINCE NELISSA HILMAN SHOES ARE LOCALLY MADE, WHAT IS HAPPENING ON THE GROUND?

Our local artisan and workshops have reopened following a temporary closure due to COVID-19 restrictions.  While most of our orders will continue to ship on time, there are likely to be a few delays as we adapt our operations for social distancing, tiered shifts, and other safety measures including temperature checks.  We’ll continue to monitor our operations daily and inform customers individually on any changes to their order. Should you have any further questions, feel free to reach out to us.

 

COVID-19 FAQ: WHERE IS MY ORDER?

We aim to ship your orders as quickly as possible. Once your order has been processed and is ready for delivery, we will send you shipping confirmation email along with your tracking number. In a time of enforced isolation due to the COVID-19 and Conditional Movement Control Order (CMCO), logistics will likely be impacted, so please anticipate a delay during this challenging time. We truly appreciate your patience and are doing our best to ensure you receive your orders soon. If you do not receive your parcels within 5-7 days, please check-in with us at hello@nelissahilman.com or WhatsApp (Monday to Friday, 10am to 5pm) should you have any questions on whereabouts of your order. 

 

HOW MUCH AND HOW LONG DOES IT TAKE TO SHIP AN ORDER?

All delivery to Peninsular Malaysia addresses are complimentary when you order above RM150. For orders below RM150, shipping fee will apply at checkout. 

For delivery to Sabah and Sarawak, shipping fee will apply at checkout. 

Orders placed before 11:00am will be processed and shipped out within 1-3 business days. Processing times do not include weekends and public holidays. Kindly note that we experience high volume of orders during our sale periods and this often results in delays in delivery – we apologise in advance for the delay.


DO YOU SHIP INTERNATIONALLY?

We now offer international delivery to Singapore, Brunei and Jakarta.

Shipping rates will be shown at checkout. We are working on getting to as many countries as we can but email hello@nelissahilman.com and let us know where you're from. 

For international orders, do kindly note that parcels might be held in customs which would further delay in delivery – the following delivery time does not take into account the amount of time the parcel is held in customs.

Import duties and taxes are not included in the price at checkout. These charges will be collected by the shipping service upon delivery. Please check with your country’s customs office to determine these costs.



HOW CAN I TRACK MY ORDER?

Once your order has been processed and is ready for delivery, we will send you shipping confirmation email along with your tracking number.

 

DO YOU OFFER SAME DAY DELIVERY?

We are currently offering same-day delivery service and all orders will be processed from our Bangsar Village II outpost. Do note that for all same-day delivery orders, it should be made via our WhatsApp chat, every Monday – Friday, from 10AM to 4PM. Kindly note that we won’t be able to fulfil same day delivery for public holidays and weekends. 

This service is only available for all Klang Valley addresses as shipping will be done via a third party service, Lalamove. Delivery rates will vary as it depends on the distance from the pick-up point (Bangsar Village II) to your location.

*Do take note that at the moment we are not offering same-day delivery service for orders made from our website. 

 

Updated October 2020. 

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