FAQ

FAQ

 


PAYMENT & VERIFICATION


Q.  Which payment methods do you accept?

We accept Visa, Mastercard, Paypal and Bank Deposit. Other payments includes e-vouchers are also accepted. With Bank Deposit, you will need to include the Tax Invoice number as reference number upon transfer. We do not accept money orders, bank cheques or payment in kind. We recommend linking your Paypal account to your bank account if you do not have a credit card.

Please note your card will be debited once your payment method has passed fraud screening and funds capture at the same time of transaction. The name against the charge will appear as Brandhaus on your statement.

Brandhaus takes reasonable measures to ensure credit card and personal information are being kept secure at all times. Therefore, to help ensure that your shopping experience is safe and secure Brandhaus uses Secure Socket Layer (SSL) technology. SSL certificates give high security web browsers information to clearly identify a website organisational identity. This encrypts all the information you send across to us including your credit card details.

 

Q.  What currencies can I pay in?

A.  All orders will be charged in AUD (Australian Dollar). Check with your bank for their most up to date exchange rates.

 

Q.  Will I have to pay duties and taxes on orders outside of Australia?

A. In many countries around the world, you will have to pay import taxes on your goods. We would recommend contacting your local customs office for further details.

 

Q. Can I change my order once it's been placed?

A.  If you wish to cancel after you are at the "check out" stage, please contact us immediately. Unfortunately once your order has been despatched, no changes can be made. However, we do provide a returns policy. Please see our Returns Information Policy.


MY ACCOUNT


Q.  Do I need an account to shop online?

A. No, within the checkout process you may select the option to checkout as a guest rather than signing in or registering an account. However, having an account with us allows you to experience a faster checkout process as all your contact, shipping and payment details will be saved and ready for your next purchases. You will also be able to track your current orders, view your previous order history, view your gift card balance and receive email updates with out latest arrivals, collections and online exclusives (providing you wish to receive these updates which can be managed within your account).

 

Q. What happens if I've forgotten my account password?

A. You can easily reset your password by clicking in the login link in the top left corner. Within the login to your Brandhaus account there is a link underneath the password login called FORGOTTEN YOUR PASSWORD that prompts you to enter in your email address that us connected to your Brandhaus account, you will then be sent an email with a link to rest your password to the email address provided.


DELIVERY INFORMATION


Q. How do I track my order?

A. Your tracking number and a link to the Australia Post or Fastway website can be found on your Shipping Confirmation emailed to you once the items have been picked up by the courier for delivery.

Q. When will my parcel arrive?

A. Delivery times vary pending on the shipping method and your location.

Q. Do I have to be at home when my item/s are delivered?

A. Usually, the carrier will drop you a calling card if they've missed you. However, you can always use your tracking number from your confirmation email to chase its whereabouts if you're concerned. If you are a Brand Haus member, your tracking number will also be available in the 'Your Order History' section of your account details.

Alternatively, you can get in touch with our friendly Customer Service team who will happily help!

Q.Do you deliver outside Australia?

A. Currently we do not ship outside of Australia. We will update you once this becomes available.


COMPLAINTS & COMPLIMENTS


Q. I'm having problems using the website, can you help?

A. If you're having any problems using our site or you need any help with your account, please don't hesitate to get in touch with our customer service team. Check out our 'Contact Us' page for various ways to connect. 

Q. What if I want to compliment or complain about an online order?

We want your experience with Brand Haus to be smooth sailing all the way so if for any reason you're unhappy with the service you've received or you want to shout about great service you've received or any suggestions, please let us know so we can assist.

Q. The item I want is 'sold out' or no longer appears?

Emails us at contact@brand-haus.com.au with the name or the item or detailed description as much as possible and we will let you know if we will be receiving any more stock of the item. If we are we will include you on the list to be notified when that item comes back in stock.