Frequently Asked Questions


Returns can take up to 10 business days to be processed once delivered back to our warehouse.

You will receive an email once your return has been processed.

If you have requested an exchange, you will receive another email once your exchange has been dispatched.

Please expect delays with returns processing after a promotional period and following an Australian or US public holiday.

Full price items can be returned for a full refund excluding any shipping or return fees.

Sale items are eligible for a return for an exchange or gift card only.

Items marked final sale cannot be returned unless deemed faulty.

Click here to find out more.

Returns fees are the responsibility of the customer.

If you are based in the United States, you will be provided with a $12.50 returns label. This fee will be deducted from your refund or credit total when your return is processed. If you have requested an exchange, this fee will be charged at the time of submission.

If you are based in Canada, you will need to arrange postage with a provider of your choice. It is important to use a reputable and traceable carrier, and keep note of your tracking number.

For more information about returns please click here.


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.

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

If you didn't receive your sign up reward or are having trouble redeeming, please get in touch with our friendly customer care team via live chat or via email at and we can assist you.

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

You may have not subscribed upon joining or you may have unsubscribed at some point. If you would like us to confirm your subscription, please get in touch via email -

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.


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 estimated 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.

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 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.


  • A US debit or credit card (US Customers)
  • To be over 18 years of age
  • To live in America


  • 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!


  • 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 reurn 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, 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 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


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.


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 with all the gift card details.

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:

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.