Frequently Asked Questions
Returns
Our warehouse was closed for the 4th of July. We are currently experiencing delays with returns, please only reach out if you haven't received your return request after 10 business days. Thanks for your patience.
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 Centre. Failure to do so will result in your order being returned to you.
- Your order, subject to our returns policy, can be returned 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.
- If you believe your item to be faulty, please use our Returns Center or let us know in writing at enquiries-usa@tonybianco.com.
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-usa@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.
- You can return your order by using our Returns Centre here which will take you through step by step instructions.
- If you choose to use our return label, the balance of $12.50 for this service will be deducted from your refund or gift voucher total. Exchanges you will need to pay $12.50 on the portal. Exchange requests are not guaranteed.
- Orders delivered to you via DHL will not have a returns label. Please log your return through our Returns Centre here and organise your own carrier to return to us at: Tony Bianco c/o NRI, 13200 South Broadway, Los Angeles, CA 90006. Please take note of your tracking ID.
- Return your items within 14 days of delivery
- Items must be unworn and in new condition with tags and packaging intact. Shoes must be returned with the original shoe box.
- Stick the returns label provided to you inside your order to the outside of the mailing bag or box, ensuring any previous labels are covered.
- Lodge your return with the courier provider
- Returns will be processed within 5-10 business days of reaching our warehouse, you will receive a refund or gift voucher email once processed.
- If you are unable to book your return request via our returns portal please contact us for assistance at enquiries-usa@tonybianco.com.
Orders sent via DHL will not have a returns label. You are welcome to send your return to the below address using a provider of your own choice. Please lodge your return HERE and send to -
Tony Bianco c/o NRI Distribution
13200 S. Broadway
Los Angeles, California
USA 90061
enquiries-usa@tonybianco.com | +1 3232 092 676
Please note that it is important that you choose a registered, traceable postage service with a reputable postage provider. Tony Bianco is unable to provide a refund or credit for any packages that do not arrive safely to our warehouse. Exchange requests are not guaranteed.
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 you have recived 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.
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.
If we approve a faulty return and there is a label fee charge at checkout, this will be waived once the return is processed.
Please note that the team work Monday - Friday 9am to 5pm AEST.
If you did not receive a $12.50 returns label or your order came via DHL, you are welcome to send your return to the below address using a provider of your own choice.
Please lodge your return HERE and send to -
Tony Bianco c/o NRI Distribution
13200 S. Broadway
Los Angeles, California
USA 90061
enquiries-usa@tonybianco.com | +1 3232 092 676
Please note that it is important that you choose a registered, traceable postage service with a reputable postage provider. Tony Bianco is unable to provide a refund or credit for any packages that do not arrive safely to our warehouse.
Please lodge your return HERE -
TB INSIDER Information
TB INSIDER accounts can only have one person attached to it to ensure everyone can receive TB INSIDER benefits based on their status.
All purchases made from tonybianco.com/us contribute toward your TB INSIDER status and are linked to the same TB INSIDER account.
Please note, purchases from wholesalers or any stockists are excluded and will not contribute toward your TB INSIDER status.
If you think you have duplicate accounts or would like to merge two accounts, please contact our customer care team on enquiries@tonybianco.com or via live chat.
If you are an existing customer 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.
Simply sign into your account to check your TB INSIDER status. If you are a new customer to Tony Bianco, you can sign up online today.
You can update your personal details by logging in to your TB INSIDER account online at tonybianco.com/us or alternatively contact our Customer Service team on +1 3232 092 676 or enquiries@tonybianco.com
The frequency and timing of TB Insider communications and benefits may vary depending on your tier. However you can expect to receive emails from us on a monthly basis.
We try our best to deliver content we think you'll love but if you ever wish to opt out of our communications, it's as easy as a couple of clicks. You can select "unsubscribe" at the bottom of any of our emails.
Have you qualified for the next TB Insider tier? If so, it's time to celebrate - with a new pair of shoes, of course!
Once you have exceeded the spend for your current tier and are about to move onto the next - you will receive an email notifying you of your new TB Insider status and all of the new and exciting perks that await you.
If you're not sure whether you are on our mailing list please speak to one of our friendly agents on live chat or email enquiries@tonybianco.com
Purchases made at stockists such as Revolve will not contribute to your TB INSIDER status or add to your purchase history.
To begin your TB INSIDER journey with Tony Bianco register for an account online today.
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 in for 12 months.
If you return a purchase that was paid for with a monetary offer, 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.
Your sign up 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.
If you didn't receive your sign up reward please get in touch with our friendly customer service team via live chat or via email at enquiries@tonybianco.com and they can assist you.
Your email may have been recorded incorrectly in our system. You can check your details are correct when you sign into your account online at https://www.tonybianco.com/us or you can contact our Customer Service team at enquiries@tonybianco.com.
Pre-Order
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, 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 within 14 days of delivery.
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 dispatch.
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).
Payment Options
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.
Buy now, pay later with Afterpay
For your convenience, Afterpay is available online to our US 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:
- A US debit or credit card (US Customers)
- To be over 18 years of age
- To live in America
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 into 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 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.
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@tonybianco.com, or contact us via 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 Klarna's 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.
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.
Gift Cards
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 American website, this gift voucher can be redeemed only on our USA store not our AU 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 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 expiry date on the voucher.
If you have any questions or need help with your gift card, please email enquiries@tonybianco.com with all the gift card details.
Rewards & Promotional Codes
We're so glad that you've joined our loyalty program: TB INSIDER.
Your sign up $20 bonus 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 online account.
Please wait at least 15 minutes after signing up to the program to receive your email and for it to load onto 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 only be redeemed with a purchase on the website.
If you didn't receive your sign up bonus 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 will gladly 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 using a desktop computer, on the right hand side under "Apply Voucher Code" enter your discount code and hit apply.
You will know this has been successful when green messaging appears with "Discount has been applied" text underneath.
MOBILE
At the top under your purchase summary, drop down the "Show Order Summary & Gift Card" section and type in your discount code in the field "Apply Voucher Code." You will know this has been successful when green messaging appears with "Discount has been applied" text underneath.
We offer selected styles in bridal colour palettes such as bone, pearl and white satin for our traditional brides, alongside updated colours such as 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@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.
Scam Websites
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:
tonybianco.com/us
www.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 xx