Frequently Asked Questions

Please expect delays with dispatch, shipping and returns around sales and promotions.

Shipping is up to 48 hours from when the order is placed. Returns can take up to 5-10 business days to be processed once delivered.

All communication will be via email once completed, please wait until after the specified time frames to contact us.

Thanks for your patience. TB x

• Full Priced Items can be returned for a change of mind refund, exchange or gift voucher. If you purchase a full priced item using a promotional code, this is still considered eligible for a refund.
• Markdown/Sale Items with a red price can be returned for a change of mind exchange or gift voucher only, unless deemed faulty.
• Final Sale items are not eligible for a change of mind return, size exchange, style exchange or gift voucher, unless deemed faulty.
• Made To Order items are not eligible for a change of mind return, size exchange, style exchange or gift voucher, unless deemed faulty.
• All online returns must be logged and approved via our Returns Portal. Failure to do so will result in your order being returned to you.
• Australian orders can be returned within 14 days and international orders within 14 days from the date of delivery.
• We do not accept change of mind returns for gift vouchers or certain accessories such as face masks, shoe care, hats, watches or jewellery, unless deemed faulty.
• Customers are responsible for the cost of their return postage, unless deemed faulty by our team.
• In-store purchases must be returned back to your closest store.
• If you believe your item to be faulty, please use our Returns Portal or let us know in writing at enquiries@tonybianco.com.
• Exchange requests are not guaranteed.

Faulty/Incorrect Items

We are sorry to hear that your order was not to our normal high standard.

If you believe your item to be faulty/damaged or received the wrong item, please lodge your faulty return HERE. You will need to select the correct faulty option, submit a photo and information specific to the fault/issue.

Please note that Sale and Final Sale Items may not come in a new condition. Only Sale and Final Sale Items with a major manufactering fault can be returned for a refund.

What are the common signs of wear and tear?

• Worn or marked leather/pony hair
• Marked soles
• Stretched items
• Torn straps
• Heel tips fallen off

We will accept returns on any faulty merchandise within a reasonable time frame and after assessment by one of our product experts.

If we approve a faulty return and there is a label fee charge at checkout, this will be waived once the return is processed.

Still have questions?

Please contact us via email at enquiries@tonybianco.com or via Live Chat and we'll happily guide you through the process.

Please note that the team work Monday - Friday 9am to 5pm AEST.

• Once you are ready to begin a return, please click here to book your return via our Returns Portal.
• Return requests will be moderated within 1-2 business days of being submitted, please wait for your approved email notification before shipping your package back to us.
• If choosing an exchange, please note that your exchange request is not always guaranteed. If your requested item becomes out of stock at the time of processing, a member of our team will contact you via the email address on your order to make alternative arrangements.
• You may only return a product by post if it was originally purchased online. Please note that purchases made at a Tony Bianco boutique need to be returned back to your closest store.
• The returns label cost of $12 will be deducted from your refund or gift voucher. Exchanges you will need to pay $12 for the label. in the portal.
• Print your label and adhere securely to your parcel, ensuring it is clearly visible.
• Returns will be denied and returned to sender if they are not logged via our Returns Portal even if you are using your own postage label.
• Once your return is received at our warehouse, your refund, exchange or gift voucher will be processed within 5-10 business days and you will be notified via email.
• If you are unable to book your return request via our returns portal please contact us for assistance at enquiries@tonybianco.com.

• Once you are ready to begin a return, please click here for our Returns Portal and book your return request.
• If you are returning for an exchange, please note that your exchange request is not always guaranteed. If your requested item becomes out of stock at the time of processing, a member of our team will contact you via the email address on your order to make alternative arrangements.
• All return postage costs are at the responsibility of the customer.
• International customers can choose a shipping company of their choice and post to:

Tony Bianco,
8 The Crossway,
Campbellfield,
Victoria, Australia 3061
Enquiries@tonybianco.com | +61 3 9069 5308

• All return postage costs are at the responsibility of the customer.
• Faulty items can be logged via our Returns Centre, please ensure you upload photos and an explanation of the fault when prompted. Our team will review, assess and either approve or deny your return. You will receive all communications via email.
• If you have a faulty final sale item, or if you are unable to book your return request via our returns portal please contact us for assistance at enquiries@tonybianco.com.

• Online orders can be returned for free to a Tony Bianco standalone store only.
• Merchandise purchased from stockists such as a Myer, David Jones or The Iconic must be returned to the stockist.
• Purchases made using Afterpay or Laybuy can be returned in-store, a refund may be processed to your card for you to complete any remaining repayments.

We are sorry to hear that your order was not to our normal high standard.

Please note that Sale and Final Sale Items may not come in a new condition. Only Sale and Final Sale Items with a major manufacturing fault can be returned for a refund.

Online Purchases - If you believe your item to be faulty/damaged or received the wrong item, please lodge your faulty return here. You will need to upload a photo and information relating to the fault/issue.

Store Purchases - Please take your item and proof of purchase in-store at your earliest convenience, we are unable to accept back in-store purchases to our online warehouse.

Stockist Purchase - Please contact their customer service directly.

What are the common signs of wear and tear?

• Worn or marked leather/pony hair
• Marked soles
• Stretched items
• Torn straps
• Heel tips fallen off
• Scrapped or marked leather

We will accept returns on any faulty merchandise within a reasonable time frame and after assessment by one of our product experts.

TB INSIDER is an elevated shopping experience with offers and rewards exclusive to our members. Gain access to additional offers as you progress through the tiered program.

Earn points on purchases made through our online or retail boutiques. Loyalty points allow you move up through the program and unlock exclusive benefits and rewards

You will earn one point for every $1 spent on qualifying purchases.

If you are an existing customers or are subscribed to our emails then there is no need to join – you are already part of the program and will enjoy all the benefits of TB INSIDER.

If you are a new customer, you can join TB INSIDER by clicking here

You can update your personal details by logging in to your TB INSIDER account online. Alternatively, you can contact our customer service team at enquiries@tonybianco.com

If you return a purchase or cancel an order, the relevant purchase amount will be deducted from your Program spend. You will remain at your reached tier as this is locked for 12 months.

If you return a purchase that was paid for with a monetary offer, such as a reward, the value of the offer is forfeited unless it is a style exchange for a different size.

Your sign up reward will last for 30 days. It is a one-time welcome offer of $20 when you spend $150.

The reward will be linked to your TB INSIDER account.

To redeem your sign up reward, ensure you are signed in when checking out and the reward will be available to add to your shopping bag, before you proceed through to the checkout.

If you are having trouble redeeming yout reward please get in touch with our friendly customer service team via live chat or via email at enquiries@tonybianco.com and we can assist you.

You may have unsubscribed or your email may have been recorded incorrectly in our system. You can check your details are correct when you sign into your account online or you can contact our Customer Service team on enquiries@tonybianco.com to check your subscription status or update your email address.

Pre-Order Information -

Get early access to our new season collections and secure the latest trends by pre-ordering! Once your order is placed, you have secured your purchase and we will deliver your item as soon as it’s available to be shipped.

You can pre order an item by looking for products marked as ‘Pre-Order’ or visiting our range at HERE Simply select your item and size, add to your Shopping Bag and proceed to checkout as usual. It’s that easy!

An approximate shipping window will be indicated on the product page of your chosen item. The pre order message will also appear when selecting your size and adding it to cart.

If no date appears when selecting your size, it is available to ship immediately.

Please note, the quoted shipping window is an estimate only and does not take into consideration delays due to unforeseen circumstances. China is currently experiencing lock downs which may affect the stock being supplied to us.

If your pre-order is delayed, we will do our best to contact you within 1-2 business days of the change. You will be notified via email and provided with a new shipping time frame (so please check your inbox and spam folders).

If you need to change or cancel your order, please email us at enquiries@tonybianco.com and we will be able to assist you further.

If you are wanting to change the size or product, please ensure you have clearly noted what size or product you would like to receive instead.

Please note, if your order has already shipped, we won't be able to cancel your order, please see our returns policy here.

Full priced pre-order items can be returned for a change of mind refund, exchange or gift voucher 14 days after receiving the order.

If you purchase a full priced pre order item using a promotional code, this is still eligible for a refund. For further information regarding our Returns Policy, please click here.

If your order contains multiple items and includes a pre-order item, all items won't be sent until the pre order item arrives into our warehouse. We do this to ensure that you don't need to pay any extra shipping fees or incur additional duties and taxes by your countries customs.

The pre-order date can be found on our pre-order page by searching the product and selecting your size. If no date appears when selecting your size, it is available to ship and your order is in the process of despatch.

Please note, the quoted shipping window is an estimate only and does not take into consideration delays due to unforeseen circumstances. If your pre-order is delayed, you will be notified via email and provided with a new shipping time frame (so please check your inbox and spam folders).

Please note there may be delays with Made To Order styles with our factory closure in China due to Covid.

If you haven't received your order after the 10-12 week time frame, please reach out and we can assist you.

Thanks for your patience and understanding.

TB x

How do I order a ‘Made To Order’ pair of shoes?

Ordering a custom pair of shoes is that easy! Simply visit our Made To Order Collection, select your desired shoe and size and add to cart.

Once you checkout and place your order, it will be passed onto our factory who will begin preparing your order.

Can I make a bespoke customisation to Made To Order products?

Unfortunately at this stage we are unable to accept any bespoke customisation to our Made To Order products.

How long will my order take?

Once you place your order, our factory will begin to make your custom shoes. Once they begin, your order will be delivered in approximately 10 - 12 weeks from when you place your order.

All communication in regards to your Made To Order will be via email.

How much is shipping?

Normal Shipping rates apply, please see our shipping information here.

Do you charge Duties and Taxes on Made To Order products?

If you are located internationally outside of the US, your order may be subject to Duties and Taxes. Any applicable duties and taxes charged are at the sole responsibility of the customer and will not be covered or reimbursed by Tony Bianco.

Can I change my order after I have placed it?

Due to the custom nature of Made To Order, once your order is placed and passed onto the factory, we are unable to make any amendments to the size, color or product ordered. We apologize for any inconvenience.

If you have any product questions prior to placing your order please reach out to our friendly Guest Experience team via enquiries@tonybianco.com.

Can I return my order if I change my mind?

As your shoes are custom and made especially for you, we are unable to accept change of mind returns or exchanges on any Made To Order products, including size exchanges, unless deemed to have a manufacturing fault.

If you believe your item has a manufacturing fault, please email us at enquiries@tonybianco.com with your order number and approximately 3 - 4 clear, close-up photos of the fault and our team will assess and provide further assistance to you.

I am unsure of my size, what do I do?

If you are unsure of your size, please our size here.

Tony Bianco offers a variety of payment options for your convenience including VISA, MasterCard and AMEX credit cards.

Subject to Afterpay approval, payment can also be made using – Afterpay, a Buy Now, Pay Later solution.

Tony Bianco gift cards can also be fully or partially redeemed at checkout to make a payment. Please note that a gift card cannot be used to cover the cost of shipping.

For your convenience, Afterpay is available online to our AU and NZ customers at checkout.

Buy the shoes of your dreams today and pay later when you Afterpay shoes with Tony Bianco.

Afterpay offers you the convenience of four equal fortnightly payments without any additional fees or interest, meaning your order ships immediately.

All you need is:

• An Australian debit or credit card (Australian Customers)
• A New Zealand debit or credit card (New Zealand customers)
• To be over 18 years of age
• To live in either Australia or New Zealand

To use this service:

• Add your items to your bag and check out as normal
• In checkout select Afterpay as your payment method
• Enter your details with Afterpay and you're done!

Other things to note:

• All Afterpay customers are required to make their first payment at the time of purchase. The remaining three payments are deducted automatically every 2 weeks in equal installments from your selected payment method.
• If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly.
• Your payment schedule will be emailed to you or you can login at any time to view your payment schedule or make a payment before the next due date.
• If you wish to return your items you can choose an exchange, or the payment plan can be cancelled.
• If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early.
• If you fail to make payment, you will be charged a late payment fee of $8 with a further $8 fee added 7 days later if the payment is still unpaid. Late fees will not exceed 25% of the total order.
• Afterpay can’t be used when purchasing an e-gift voucher.
• For more information, visit Afterpay’s FAQ page. If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014 or use the contact form.

Can I return using Afterpay?

• Afterpay is available for your convenience online at Tony Bianco - we also accept returns of online purchases, including transactions paid for using Afterpay.
• For online returns - the refund will be triggered through Afterpay and you will receive a notification that the order has been refunded. All communications will come from Afterpay.
• If you'd like to return your purchase for any reason, please first ensure that your purchase is eligible for a return, here. Once confirmed, please follow our instructions for online returns, which can be found here.
• If you need any assistance, please email us at enquiries-usa@tonybianco.com, on Live Chat or phone on +1 3232 092 676 and our friendly Customer Service team will happily assist.

Who is Klarna?

Klarna is a global payment and shopping provider that takes end-to-end responsibility for your payment. Klarna allows shoppers to buy now and pay later at more than 200,000 retailers around the world. Learn more.

What are 4 interest-free instalments from Klarna?

When you pay in 4 interest-free instalments with Klarna, your purchase is split into 4 payments automatically charged to your debit or credit card every 2 weeks. There is no interest and no fees when payments are made on time. It’s that easy.

Is there a cost for paying in 4 interest-free instalments?

There are no added costs or upfront fees when using this payment option. A late fee may be charged for payments made after the due date. View terms here.

Will this impact my credit score?

When you use Klarna to split your purchase into 4 interest free payments, Klarna will run a soft credit check. This soft credit check won't affect your credit score, it will just help Klarna confirm you pay your bills on time.

What happens if I cancel or return my order?

As soon as we have received and accepted your cancellation or return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

Why have I not been offered pay in 4 interest-free instalments?

Eligibility to pay in 4 interest-free instalments with Klarna is generated by algorithms that consider a number of factors. All orders are assessed individually, and if you have been accepted for a Klarna payment method before, it does not mean it will be offered for every order. In turn, being denied once does not mean you will be denied for all future orders.

How do I pay for my order?

As soon as your order is shipped, you will receive an email from Klarna outlining your payment schedule. Payments will be automatically withdrawn from the debit/credit card you provided at checkout.

When is my payment due?

The first ¼ of your payment is due when your order has shipped. The remaining three payments will automatically charge every two weeks. Your payment schedule is sent via email and you can also access your payment schedule in the Klarna app by clicking on ‘Spending’, choosing the order you want to see, and then clicking on ‘Show Plan’.

Can I pay before the due date?

Yes. Just open the Klarna app or log onto https://app.klarna.com/ to pay off your balance early.

Is my payment information safe?

Your payment information is processed securely by Klarna. No payment details are shared with Tony Bianco. All transactions take place via connections secured with the latest industry standard security protocols.

I still have questions regarding payment, how can I get in touch?

Chat with our support team 9:00-18:00 7 days a week in the Klarna app or review Klarna’s Customer Service page for a full list of FAQs.

To be eligible to use Laybuy you must:

• be at least 18 years old
• be a resident of New Zealand, United Kingdom (excluding Ireland), Australia or the United States
• have a valid and verifiable email address and mobile telephone number;
• have a valid debit or credit card
• have a valid licence or passport (from the country you are signing up in)

Please note that if you're unable to pay an installment you have a further 24 hours to pay. A default fee of $10 will apply if an installment payment isn’t made after 24 hours.

Our website when you first browse will display in Australian Dollars or AUD. There is a currency selector in the top right hand corner on desktop devices and in the menu on mobile devices.

You can view pricing in 8 other currencies and these are listed below:

• USD
• EUR
• NZD
• GBP
• CAD
• CNY
• HKD
• SGD

Please note that all international orders are charged in Australian Dollars or AUD. The total amount that you will see on your bank statement will be charged at the exchange rate determined by your bank or financial institution at the time of transaction.

The exchange rate is determined by international credit card providers or banks, who may add an additional processing or administration charge. The international credit card holder is liable for this.

Any additional charges that are incurred for local taxes, customs and/or duties incurred once the product reaches your country are not included in the price shown at the checkout section of this website and are the responsibility of the person taking delivery of the product.

Website safety is very important to us at Tony Bianco.

When transacting via our website, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) and processed directly through a secure Shopify payment gateway.

Your credit card details are never stored on our site.

At Tony Bianco we offer a virtual gift card which can be purchased online and sent straight to the recipient via email.

Along with a personalized message, our Virtual Gift Card is delivered instantaneously to your recipient’s inbox for use straight away on our website - it's the perfect last minute gift!

Please note the below important information about Gift Cards

• Gift cards are valid for 3 years from the issued date.
• Remaining balances will be retained on the gift card which can be checked using the handy gift card checker.
• If a purchase exceeds the gift card, you’ll need to complete the purchase using another payment option.
• Tony Bianco will not replace any lost, stolen or damaged cards.
• Gift cards are non-transferable and may not be returned or redeemed for cash.
• Gift cards do not apply to delivery costs.
• If you have received a gift voucher for our Australian website, this gift voucher can be redeemed only on our AU store not our USA website, and vice versa.

Entering your Gift Card Online

DESKTOP

Within the checkout, select the drop down on the right hand side to enter the gift voucher number and the 4 digit pin.

Hit APPLY to use the gift voucher on the order. If the gift voucher doesn't apply, please check the amount and the expiry date on the voucher.

MOBILE

In the checkout, click on the drop down to open the order summary and gift card section. Enter the gift voucher number and the 4 digit pin and then click APPLY to use the voucher on the order.

If the gift voucher doesn't apply, please check the amount and the expiry date on the voucher.

To view if you still have funds remaining on your gift card, click here to visit the right page where you can click on the button to Check Your Balance.

Enter your gift card voucher number and the 4 digit pin to check the balance of your voucher.

If you have any questions or need help with your gift card, please email enquiries-usa@tonybianco.com with all the gift card details.

We're happy to hear that you are the lucky recipient of a TCN Her Fashion Card. This card can be used across multiple retailers and at Tony Bianco either in-store and online.
To use your voucher in-store:
Locate your desired shoes and then when you're ready to pay provide your Her Fashion Card.
Simply present your gift card at the participating retailer to swipe at the eftpos terminal. Select "SAVINGS," enter the PIN on the back of card and you're done.
If the transaction amount exceeds the card’s balance, you will need to pay for the remaining amount on a different card or cash.
To use your voucher online:
Simply swap your gift card for a e-voucher. Input your details at this link and allow up to 24 business hours for your e-voucher to arrive. You will then be able to use the e-voucher in the discount code field of the website.
If you have 2 or more HER vouchers, please email us all e-voucher numbers and we can convert them to 1 Tony Bianco voucher.
Please note that a HER Fashion Card cannot be used in conjunction with any other offer online.
Please check your card balance and validity first before swapping your gift card. If your balance is not sufficient to cover the e-voucher, the transaction will fail.
If you're still having any issues we recommend to contact TCN directly using this link or FAQ page.
Otherwise please don't hesitate to contact our guest experience team at enquiries@tonybianco.com, live chat or phone +61 3 9069 5308.

We're so glad that you've joined our loyalty program: TB INSIDER.

Your sign up $20 reward will last for 30 days, minimum spend $150. It is a one-time welcome bonus reward when you sign up to the TB INSIDER program by creating an account.

Please wait at least 15 minutes after signing up to the program to receive your email and for your reward to load on to your account. Please also check that it hasn't gone to your junk mail folder at your nominated email address.

The sign-up bonus can be redeemed with a purchase on the website.

If you didn't receive your sign up reward please get in touch with our friendly guest experience team at +61 3 9069 5308, via live chat or via email at enquiries@tonybianco.com and they can assist you.

When you are ready to checkout, simply add the promotional code into the box in the checkout. If the code is valid, the relevant discount will be applied to your order. Please note if you are receiving an error to check the dates of the promotion or the products that it is to be applied to.

DESKTOP

If you're using a desktop computer, on the right hand side under "Apply Voucher Code" this is where you place your discount code BLACK and hit apply.

You will know this has been successful when there is a green messaging with "Discount has been applied" underneath.

MOBILE

At the top under your purchase summary, drop down the "Show Order Summary & Gift Card" section and then apply the discount code BLACK in the field "Apply Voucher Code". It will appear with the green message "Discount has been applied".

We offer selected styles in bridal colour palettes such as bone, pearl and white satin for our traditional brides, alongside updated colours such blush and nude for a modern twist.

If you wish to select three or more styles for your upcoming wedding day please email us at enquiries-usa@tonybianco.com to receive a discount for your special day. Purchases of three or more styles are eligible to receive 15% off the order total, excluding any shipping costs.

To view our Bridal collection please click here.

We would like to warn you of a number of fake Tony Bianco websites that have surfaced, selling and advertising our products.

Do not purchase from any websites other than:

www.tonybianco.com

us.tonybianco.com

We're working hard to have the fake websites taken down. If you have made a purchase from one of the fake Tony Bianco websites, contact your financial provider to cancel the funds transfer.

Love, The Tony Bianco Team x