OUR 30-DAYS RETURN 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.

This term is not applicable for SALE ITEMS.

GENERAL

Exchange 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 decision. Should we find items to not meet these conditions, we will reject the request. 

This term is not applicable for SALE ITEMS.

HOW TO EXCHANGE/RETURN AN ITEM

This term is not applicable for SALE ITEMS.

Option 1  Using PostCo

To initiate an exchange, click here. 

Enter your order number (XXXXX) 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. 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)
+60136630613

Option 4   Send us an email

Kindly contact us at hello@nelissahilman.com with the email subject: ’Return Request – Your Order Number’, to process your returns or exchanges. Our customer service team will assist you with the return process.

EAST MALAYSIA AND INTERNATIONAL RETURNS 

This term is not applicable for SALE ITEMS.

To initiate a Return, click here. 

Enter your order number (XXXXX) 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@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 SALE ITEMS.

When an order has been registered as a return, you will receive an email or notification to confirm receipt. Please allow up to 5-14 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.

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 Jan 2024.