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FAQs

Are your items genuine and authentic? We only sell 100% genuine branded merchandise.

Where can I get help if I need it? BHD is committed to offering the BEST customer service. If you have any questions please contact us via our contact us page on the website: Contact Us

Where is my item?  Please refer to the order confirmation email your received from us. The email will contain a tracking number. For Australian customers, you can track your parcel here: http://auspost.com.au/track/ Outside of Australia: You can track your item via this link: https://www.globalmail.dhl.com/web/portal-asia/traceit  If you are still not able to find your item please contact us via our contact us page on the website www.brandhousedirect.com.au/pages/contact-us

What size do I need? If you are unsure what size you need the best thing to do is grab a similar item, preferably in the same brand and check the item to estimate your size. We have included size conversion charts on each product page to give you a guide as to what size you may need in different metrics. If you do purchase the wrong size you can always return your item as per our returns policy, for full details see: www.brandhousedirect.com.au/pages/returns-policy

Can I come and pickup or try on an item? Currently we do not offer local pickup or fitting.

Do you ship internationally? We sure do! International Customers will have their items shipped via DHL Global Mail taking approximately 7 - 25 business days depending on your location. Online tracking is also included. Please note we are not responsible for any duties and taxes levied on products entering your country. Make sure you check with your local government authority prior to purchase.

What forms of payment do you accept? We accept PayPal. PayPal is one of Australia’s most secure and trusted payment methods offering our customers the reassurance of safe shopping.

What is your return policy? Please check our Returns page for full information. Please use the following link: www.brandhousedirect.com.au/pages/returns-policy

How long do I have to return my purchase? You have 30 days from your original purchase date to get your items back to us. We recommend you use registered post as we do not take responsibility for items lost in transit.

How long does it take to receive my exchanged item? We will process your exchange within 7 business days of receiving your return.

If I need to return an item, does it need to be in its original condition and packaging? Any item returned back to us must be sent back in THE SAME condition as received, unworn with all original tags and packaging such as shoebox. To us, the shoebox is just as important as the shoes themselves, as the item returned must be fit for sale again. We also recommend that you use registered post to send the item(s) back to us as we don’t take responsibility for items lost in transit.

 

 

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