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 emailing: info@brandhousedirect.com.au and we will endevour to answer your enquiries promptly. 

Where is my item?  Once your item has been sent you will receive an email with all your tracking information. Please note that shipping generally takes 7-10 days from order date. If you have any tracking questions please contact us via emailing: info@brandhousedirect.com.au

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 in our Trade Me store under: "Size Charts" 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.

Can I come and pickup or try on an item? Currently we do not offer local pickup or fitting as we are based in Australia.

What forms of payment do you accept? Brand House Direct only accepts payment via PayNow so you will need a credit card or debit card linked to PayNow in order to make purchases. We are unable to accept cheques, bank transfers or layby options on any purchases. Payment is charged to your PayNow account immediately.

What is your return policy? Brand House Direct offer a 30 day no-hassle returns policy, for full details please refer to our Returns page on our Trade Me store.

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 a traceable postal service to send the item(s) back to us as we don’t take responsibility for items lost in transit.