Brand House Direct Reviews 

I have bought other shoes from this company but I needed to exchange the last pair of slippers for another design. No problem. Customer service is excellent and the lady I spoke to was very friendly. Can definitely recommend Brand House Direct.

Avoid Brand House Direct – Misleading “No Hassle Returns”

I ordered Homyped boots for my mother (Order #776489). The sizing guide was inaccurate and the shoes didn’t fit. Their website advertises a “30 Day No Hassle Return”, yet the process was anything but:
• The returns portal failed with an error.
• Customer service was rude, dismissive, and repeatedly said no manager was available.
• Calls went to a full voicemail inbox.
• My formal complaint email was ignored (later claimed to be “in junk”).
• We were forced to pay return postage under protest, despite the misleading “no hassle” advertising.
• The item was received back on 8 August, but no refund was issued for over 12 days.

When finally reached, the representative implied it was “unreasonable” to expect free returns, and lectured me that she would “ALWAYS read the returns policy when ordering online” — a statement completely out of touch with consumer expectations and industry norms.

This conduct breaches the Australian Consumer Law. Misleading advertising, unreasonable delays, and dismissive service are unacceptable.

A simple exchange could have secured a repeat customer. Instead, they’ve lost our trust permanently. I will never order from Brand House Direct again and strongly urge others to shop elsewhere.

The shoes are great value for the price

I have bought many pairs of shoes from Brandhouse Direct in the past - at least 7. All great purchases that I’ve been happy with.
One of my recent purchases - a beautiful pair if boots - was too small. My return was done with no fuss and I got the perfect size. I love them. Beautiful quality leather boots. Thank you.

I purchased a pair of work boots from Brand House for $169 (including $25 express postage) as I urgently needed them for work. Unfortunately, when I opened the parcel, I found two rips in the side opening of the boots and the soles were dirty, as though they had been used as a shop sample. I reported the issue within 10 minutes of receiving them, but the company refused to take responsibility and instead tried to claim that I caused the damage, which is completely untrue and unfair.

To make matters worse, they expect me to cover $49 return postage out of my own pocket. Their customer service has been dismissive and unhelpful, forcing me to escalate the matter to Fair Trading. Meanwhile, I had no choice but to buy another pair of boots so I could continue working.

This has been a very disappointing experience. Brand House do not follow proper consumer law and have been extremely difficult to deal with. I would not recommend purchasing from them.

I bought a pair of good quality shoes at a very fair price. Their range is extensive. The shoes arrived quickly. Unfortunately they didn’t suit my foot and I had to return them. Brand House Direct’s return process is efficient and clearly described with simple paperwork provided, although return postage is the buyer’s responsibility which means they have paid postage twice adding to the cost of the experience. However, I would shop with Brand House Direct again because of their range and speed of service.

The delivery was in time, I like the shoes. Great service via Email. Thanks so much.

Hello Brandhouse, I didn't realise that your boots are seconds because that's what I received.
I see you return policy is paid be consumer. Reading online about complaints its obvious I'm not the only one who's has received a faulty pair or a Not Quite Right pair.
I have purchased several pairs of boots from you site but this will be last as I don't like paying good money for dodgy products.

Goods ordered on 18 July with expected shipment of 4-8 days have not been delivered. Emails remain unanswered, Chat line is not working, phone is answered randomly, if at all. On 4th August I was told that shipping papers had been prepared and goods would be sent that day with email confirmation and APO tracking reference.

Great service, quick delivery and product as described

I bought a set of thongs that’s been around for years and you can’t get them in shops these days so brand house direct had them and they are still the same as they always were. Thank you brand house direct.

This company is disgusting to deal with. I made an error and returned a parcel to them that didn't belong to them (how anyone can produce a return label that is not for their order number). I have emailed and called their customer service department only to be told they are busy all the time and even though I have a tracking number that confirms delivery they are stone walling me at every turn. Now the latest, after almost a month of chasing them, they want a POD from Australia Post. They have stolen my parcel and their customer service is despicable. Be warned

The shoes are always true to size and they arrive at your doorstep unbelievably fast. The last pair I bought were made in Turkey and they are top quality and extremely comfortable.

I love my Scholl boots. I thought they were a bit small but Brand House Direct advised me to wear them around the house for a few days and see how they feel. I could still return them if I wasn’t happy. So glad I didn’t rush to return them. They are fine now. Great service.

Found the product I was looking for at the right price. Easy ordering on line, tracking of delivery provided. Package arrived in good condition when it was scheduled to arrive.

You have a range that i can not get in the shops.
The boots were true to size.
It was quick and easy.

Great range, and deliveries are accurate and timely. I've ordered on three separate occasions now, and it's all gone well.

I do wish they made it quick and easy for people to leave info about how the shoes fit eg "wide", "narrow", "big heels" etc. Not full reviews, but info that's important to people ordering shoes online.

Had to return my ankle boots as they where to big, reply-paid.... when refund was forwarded to account minus $20 I asked why. ... reply was payment for return postage... careful peeps.... never buy again

TERRIBLE, I returned a parcel and heard nothing. I emailed the company multiple times and did not hear a thing back, not even that they had not received the item. I have opened a paypal case and the seller has claimed they did not receive the return. If they had responded to my emails I could have followed this up sooner with the post office now I don't know if they are lying or the PO lost the item. The shoes were the wrong size and this is a horrible shopping experience. DO NOT PURCHASE FROM HERE.