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Brand House Direct Questions & Answers
27 questions from our users
Julieasked
Hi I put an order in on the 4th and have had no confirmation email,my first instalment has been paid via afterpay..can I have a confirmation email and tracking number of my parcel please..Thankyou my email is sjomeara@bigpond.com
No answers
Joan & Gregasked
Hi, Have been told I will receive an email shortly! No contact at all received Credit Card was charged no problem tho.Starting to suspect a scam.
5 answers
Lee S.Brand House Direct
Hi can you please advise your order number so I can assist?
#371453
Still haven't received an order confirmation on joangreg@xtra.co.nz Could I have that please?
Mongodrumasked
Hi, I’ve ordered shoes from brand house direct, haven’t received any confirmation and then read these reviews! Does anyone have a mobile number or address for these guys as I’m not getting any response to the email or landline. Very concerned about their care factor / competence.
Thanks
8 answers
Hi,
I am also concerned, I ordered 6 weeks ago and they say my tracking number indicates that my shoes are still being processed in Melbourne, where they are located. I don't have a physical address, but you can contact Paypal. Good luck.
Lee S.Brand House Direct
Hi can you please advise your order number so I can assist please?
Check your email Lee, ironically (support@brandhousedirect.com.au). I’ve sent 4 emails in the last few days, all unanswered!
cazc.29asked
Why haven’t I received an email confirmation for my order. Order number 339790.
If this site is a scam I will report you to the fraud squad. I want an immediate confirmation of my order please.
3 answers
Lee S.Brand House Direct
Hi we emailed you the confirmation order to the email address you provided on the order. Have you received this?
I think you sent me her tracking number maybe by mistake, as I have just received this email and its not me.
By the way where is my tracking number. Mary
I rang. The young lady was very helpful. You had my email incorrect. Thank you I received my confirmation email.
shirley c.asked
Hi, I placed an order on the 11th of may which was dispatched on the 12th but, I have still not received and it's been 2 weeks. My order number is #333903.
1 answer
Lee S.Brand House Direct
Hi the order has been shipped and is in transit to you in NZ.
Donnaasked
Hi, I have emailed you twice with no reply. Live chat 3 days ago said i would get tracking number that day or the next, still nothing. Live chat seems to be dysfunctional today. Can you PLEASE let me know what is happening with my order from 11 May. #333901. Thank you.
1 answer
Lee S.Brand House Direct
Hi Donna, the order has been dispatched. We have emailed you the tracking details.
PAIGEasked
Hi ordered shoes 11th May and rang on 14th May as I didn't receive email confirming order. Was told shoes would be shipped by the end of week 15th. Well its now the 22nd May and still not been shipped. Please ship by close of business today or issue refund.
Order number 334146
2 answers
Sorry no idea why it went to you
Lee S.Brand House Direct
Hi, the order has been dispatched. We have emailed you the tracking details.
Salih Y.asked
Where is your store located?
2 answers
Salih Y I thought that Brand House Direct was an on-line store. They appear to be associated with Your Fit Ltd who are located in Broadmeadows Vic. Both Brand House and Your Fit share the same phone number 03-93573476. Check out the reviews on Your Fit. Very similar to the ones on Brand House.
Who is your fit?
Alan G.asked
Hi I would like a refund for my order that I am sure I will not get# 327547 my email is alangreve.30@gmail.com
1 answer
Lee S.Brand House Direct
Hi Alan, the order has been shipped and is in transit to you. It should arrive shortly.
jessie siewasked
Hi I had return items (order no 293816, $87.60 )send back by Australia Post on 15/01/2020, postage cost A$21.45 tracking no r644113030311250. I still waiting the credit amount go back to my credit card a/c.would you please help.once i received my credit i would put in a new order
1 answer
Lee S.Brand House Direct
Hi please call our customer service team and ask for the returns department so they can assist please.
Niteawkasked
My order was put in on 30th January with a statement that shipping would be 5 to 7 days. I was ok with that. The 7 days is now up and on visiting the website and checking my order, I find that the order hasn't even been prepared for shipping yet. My order number is 307378. What is going on here. People try to get a savings by shopping and are being misled.
3 answers
Lee S.Brand House Direct
Hi the order was placed on the 30th January. We do state to expect dispatch in approximately 1-4 business days. Today is business day number 4. The order will be dispatched today and we will email you the tracking details. Thank you for your patience.
Thank you so much for your prompt reply Lee. Much appreciated. I now look forward to receiving my products and amending my review. Janet
As promised, I received an email on 5th February to say my order had been dispatched. My order was received on 7th February. Now this is super fast shipping. The quality of the products ordered were excellent and well packaged. The only slow thing was the time between ordering and shipping which, in my case, was 7 days as part of the time was over a weekend. Other than than that, I am quite pleased with my purchase.
Vicki Cunniffeasked
Hi I bought a pair of Nikes from you, I ordered a size 8, but received yesterday a size 7. I bought them from you on Trade me. Please I need to change these shoes for a size 8. Its auction P180257988, thank you, and hope you can help me. Vicki
4 answers
Will change all info and paper work in box
Hi Dorothy, also today I have sent away shoes back to the correct returns address. So you will then be able to send me the correct size 8 Nikes. Thank you
Lee S.Brand House Direct
Hi the returns team will contact you once the return is received.
Riley C.asked
Hey does this company sell legit sneakers?
Specifically when it comes to Nike shoes
2 answers
Lee S.Brand House Direct
Hi all products we sell are authentic.
Sorry I was not looking to buy sneakers.
Jessasked
I have returned one pair of shoes and shipping with tracking showed that arrived at brand house direct in November last month but I am still waiting for the progress of the refund. How come they took so long to process? Have proof of chat and they promised to process right after the chat but still, nothing happens? tracking number is R226018027136512 and it was one pair of Adidas with hot pink stripes. The order number is 285706. I hope to hear good news from the brand house direct and process my refund please.
4 answers
Sorry I can't answer this, I have purchased and I have had no problems.
Lee S.Brand House Direct
Hi Jess, the returns team emailed you yesterday. Please check and reply back to them.
I have checked my mailbox and couldn't see returns email from the brand house direct at all. Please resend the email to daohungvien@gmail.com and thanks
3lionsasked
Can someone honestly tell me when my order will be dispatched?
5 days...won't answer messages. Ordered 28th November, still not even dispatched!
3 answers
Lee S.Brand House Direct
Hi can you advise your order number please?
287881
Lee S.Brand House Direct
Hi I will lodge an enquiry with the shipping team now and will email you a status update asap. Thank you for your patience.
Godly G.asked
I have been desperately trying to get a resolution for my order #275381 but the responses seem very minimal and take ages. Currently I've been asking if there was a replacement pair possible but there hasn't been any response. Would sincerely appreciate if anything could done
13 answers
Lee S.Brand House Direct
Hi we sent you an email with a response. Have you received this?
Yes and I've responded to that on the same day as well and even sent a followup since.
Lee S.Brand House Direct
Hi the customer service team reopens on Monday. I will get them to resend the response. We are always here to help.
Wendy Leachasked
Where is my refund for Skechers ordered in September received and returned promptly with everything as required. Have been overseas a month back now please refund as due and owing thank you
3 answers
well you may ask...methinks there is a long queue of us all waiting for refunds...maybe BHD have run out of funds?
Lee S.Brand House Direct
Hi can you advise your order number so I can look into this for you please?
Lee S.Brand House Direct
Hi can you advise your order number so I can look into this for you please?
Whateverasked
After all that you have put the incorrect address on the parcel so now it will have to go back to you, then come back to me, and you reckon you are not playing games to screw me around on purpose.
3 answers
Lee S.Brand House Direct
Hi Daniel, thank you for your phone call today. I am glad we could sort out your concerns. The Australia Post tracking shows your order is due for delivery today. The address on the parcel is correct, as stated on your order.
Thankyou, I removed comment's about this issue as the problem clearly lies with AusPost, sorry for paranoia and any anger aimed at you.
Lee S.Brand House Direct
No problem, happy to help any time.
Peter & Julie W.asked
needing postal address
10 answers
Lee S.Brand House Direct
Hi please email us your order details to support@brandhousedirect.com.au so we can email you a returns form with the return address.
I didn't keep my order number I deleted my email, sorry
Lee S.Brand House Direct
No problem. Please email us your contact details to support@brandhousedirect.com.au so we can email you a returns form with the return address. We will look up your order number.
Peter & Julie W.asked
I have brought a pair of shoes need to return for a smaller size wanting to know postal address please
1 answer
Lee S.Brand House Direct
Hi please email us your order number to support@brandhousedirect.com.au so we can email you a returns form with the returns details on it.
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