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FAQs


Who is Brand House Direct? We are a top rated eBay seller that has been trading on eBay for over 6 years. With over 80,000 positive customer feedback reviews, Brand House Direct is committed to offering excellent customer service & selling top brand quality products.

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 or concerns please contact us via the eBay messaging system and one of our friendly staff will be sure to help you out.

Where is my item? Please refer your eBay purchase history section in My eBay for an estimated delivery date on your item(s).

Once your item has been sent we will send you a message with your tracking number. For Australian customers, you can track your parcel here: http://auspost.com.au/track/

For international customers we will contact you once your item(s) have been dispatched with tracking information.

If you have not received your item(s) by the estimated delivery date please contact us via the eBay messaging system.

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 eBay item 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(s) for an exchange or refund as per our eBay returns policy, for full details see: Insert eBay return policy link here

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

Do you ship internationally? Brand House Direct ships to most countries around the world, this includes online tracking for your piece of mind. Once your item has been sent you will receive a message with your tracking number.

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. If you have any issues completing your payment please contact us via the eBay messaging system.

What is your return policy? Brand House Direct offer a ‘no hassles' return policy. Buying shoes, clothing and accessories online can offer savings and convenience, however we understand that it doesn't give you the opportunity to try things on and ensure that the products fit or suit your requirements. Brand House Direct offer you the opportunity to return the items(s) you purchased in original and unused condition within 30 days of purchase for an exchange or refund in accordance with our returns policy.

Good news! PayPal now offer subsidized return shipping, this means you may be eligible to claim your return shipping costs back when returning an item. Please visit: https://www.paypal.com.au/returns/ for eligibility & details.

For further information on our returns policy please visit the following link: Insert eBay returns policy link here.

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.

How do I contact you?  Our team is always happy to help :)

Click here to contact us:  BHD Priority Customer Support