FAQ'S

HAVE A QUESTION?

We are more than happy to help answer any queries you may have. Below is a list of our frequently asked questions so please have a look below to see if your query can be answered instantly.

If the help you need is not listed below, please feel free to call or email us!

I’VE FORGOTTEN MY PASSWORD

To get a new password, please click the FORGOTTEN PASSWORD link to have a new password automatically sent to the email address registered with Tony Bianco. Once you have logged in with your new password, you can change it to your preference.

If your new password email has not come through please wait for 10 minutes and if nothing has been received, please contact our customer service team so they can reset it for you.

I CAN’T UNSUBSCRIBE

If you would like to unsubscribe from receiving Tony Bianco promotional emails, please go to MY ACCOUNT and click MY ACCOUNT DASHBOARD. Under MY ACCOUNT INFORMATION you can check or un-check the ‘Subscribe to Newsletters and Special Offers’ box to coincide with your subscription preference.

Alternatively, you can click the unsubscribe link at the bottom of our emails. Once you have clicked this, you will be redirected to a page that confirms you have been unsubscribed.

Still having trouble? Please contact us and we will endeavour to help you.

MY PROMO CODE ISN’T WORKING

Trying to use a promo code and it’s not being applied? If you are using a birthday code make sure you only have full price items in your cart as this offer is not applicable to sale items. The birthday code will also not be accepted if you have previously entered it. If you have entered the code but not gone through with the order, please contact our friendly customer service team so they can rectify this for you. If your promo code still isn’t working, please contact us so we can get it sorted for you!

WHAT TYPE OF PAYMENTS ARE ACCEPTED?

The Tony Bianco online store accepts payments via credit card (MasterCard, VISA and Amex) or PayPal. The amount of the purchase is debited from your account as soon as the order is placed.

CAN I CHANGE MY DELIVERY ADDRESS AFTER I’VE PLACED MY ORDER?

If you have made a mistake or need to change your delivery address after you have placed your order, this can be done. Please contact our customer service team to make these changes.

If your order has not been dispatched, we can simply change your postal address in our system and the online department will ensure your order is sent correctly.

If your order has been dispatched, Tony Bianco will contact the courier company your order was sent with to organise a change of address.

This will result in an extra 3 working days being added to the delivery time frame.

CAN I CHANGE WHAT I’VE ORDERED AFTER I’VE COMPLETED MY PURCHASE?

If you have made a mistake with what you wanted to order, please contact us immediately. If your order has not been dispatched, we can change your order manually to ensure your preferred item is sent out to you.

If your order has already been dispatched, unfortunately it cannot be changed. You can request for the correct shoe to be put aside and follow the exchanges instructions to organise receiving your preferred item.

Please call our customer service team for all queries regarding changing what you’ve ordered.

CAN MY ORDER BE SHIPPED TO SEPERATE ADDRESSES?

You can only choose one address for your order to be shipped to. If you require different products to be sent to different addresses, please make each purchase separately with your preferred shipping address.

HOW DO I CANCEL MY ORDER?

You can cancel your order to receive a full refund as long as the order has not been dispatched.

If you wish to cancel your order before it has been sent, please email or call us with your order number so we can process your request immediately.

Once your order has been sent, if you wish to cancel it, you will need to follow the Returns instructions under the RETURNS AND EXCHANGES section in order to receive a refund, minus postage costs.

HOW DO I TRACK MY ORDER?

To track your order, please use the following links. Please ensure you check what courier company your order was sent with (this can be found on your shipment email) to ensure you are viewing the correct shipping information.

Please allow 24 hours between receiving your shipment email and tracking your order for scans to show.

 

Capital Transport

Ph: 13 14 80
http://www.capitaltransport.com.au/transfer-to?%2Ftrack-trace%2Ftrack-trace
 
 

TNT

Ph: 13 11 50
http://www.tntexpress.com.au/interaction/asps/trackdtl_tntau.asp

 

Couriers Please

Ph: 1300 36 1000
http://www.couriersplease.com.au/ezytrak

 

Australia Post

Ph: 13 13 18
http://www.auspost.com.au/track

 

I’VE RECEIVED A CALLING CARD – WHAT’S NEXT?

To organise a re-delivery or depot pick up you will need to contact the courier service used to send your order. You will need your consignment number to organise this which can be found at the bottom of your shipment email or on the calling card left.

If you require authority to leave, you will need to contact the courier company directly, so they can organise this for you. Please note, if authority to leave is given by the customer, Tony Bianco is not liable for your parcel as no signature is required.

DO I NEED TO SIGN FOR MY PARCEL?

All parcels sent from Tony Bianco require a signature upon delivery to ensure you receive your parcel safely. We recommend having your parcel sent to an address you will be present at during work hours. Alternatively, you can request for your parcel to be sent via Australia Post so it is taken to your local post office to await collection.

If you would like to request this, please call or email us with your order number and your request.

HOW DO I EXCHANGE/RETURN MY ORDER?

For information on how to return your order, please see the RETURNS AND EXCHANGES section.

CAN WE DO REPAIRS?

Tony Bianco offers free repairs on products bought directly from Tony Bianco that have a fault with manufacturing. To accept a product back for a repair, we require your proof of purchase from a Tony Bianco store. For online purchases we require your order number. Once you have your proof of purchase, please contact our customer service team for further information on how to proceed.

BACK ORDERS

Tony Bianco will always try to fulfill your order. However, unfortunately styles can sometimes be discontinued, re-distributed or sold out. If your order cannot be fulfilled, our online department will be in contact with you to organise an exchange, Tony Bianco VIP credit or refund.

FAULTY PRODUCTS

We will refund on manufacturing faults in accordance with the relevant legislation, however we reserve the right to repair or replace where applicable. All online purchases claimed as faulty will need to be sent back to the online store for an official assessment by the Tony Bianco product development team.