Returns & Exchanges

Our office was closed on Thursday the 26th and Friday the 27th for public holiday. Expect delays with shipping, dispatch and returns.

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.

Please note that email is our quickest method to get in touch with you.

We are unable to cancel or amend orders if we are closed or it has already been dispatched.

Thanks for your patience. TBx

Quick Links

• Book your return via our Returns Portal - HERE
• Returns portal pending? AU customers can create a returns label HERE
• Returns Form - HERE
• USA & Canada - Purchased on our US Website? Find the US website returns information HERE
• Please allow 5-10 business days from the date of delivery back to our warehouse for your return request to be processed
• You'll receive communication via email once your return is processed

Returns Policy

• 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 and International orders must 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.
• 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.

Online Returns - Australia

• Once you are ready to begin a return, please click HERE to book your return via our Returns Portal.
• Australian orders must be returned within 14 days from the date of delivery.
• 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.
• Approved returns will receive an approved email notification prompting payment for an Australia Post returns label - please complete the payment and a label will be emailed to you.
• If you are not using our returns label, please print and complete the returns form and package it together with your item.
• Print your label and adhere securely to your parcel. Please ensure 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.

Online Returns - International

• Once you are ready to begin a return, please click HERE for our Returns Portal and book your return request.
• International orders must be returned within 14 days from the date of delivery.
• Return requests be approved or denied within 1-2 business days of being submitted - please wait for your email confirmation before shipping your package
• Once you receive an approved email notification, please print and complete the returns form and package it together with your item.
• 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

Online Returns via Stores

• 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 will be processed to your card for you to complete any remaining repayments.

Processing Returns

• For Australian customers please allow 7 days and for international customers 14 days for your return to reach our warehouse.
• Please allow 5-10 business days from the date of delivery back to our warehouse for your return request to be processed. If you have selected a refund or gift voucher, you will receive a refund/gift voucher notification via email.
• If you have chosen an exchange via our Returns Portal, 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.
• Refused packages are subject to a re-stocking fee of $12.00 which will be deducted from the refunded amount. See our Duties and Taxes info HERE.

Faulty/Incorrect Items

We are sorry to hear that your order was not to our normal high standard. Please follow the below steps.

ONLINE PURCHASES -

1. Book your return via our Returns Portal HERE, please choose 'faulty' as your return reason.
2. You will be prompted to add a description of the fault and to upload a close up photo.
3. Once your request is submitted our team will assess and be in touch within 1-2 business days. Approved faulty returns will receive a free postage label via email.
4. Products that have a major fault may be returned for a refund, gift voucher or an exchange for another item. For items with minor faults, we can often repair these for you!

INSTORE AND PHONE PURCHASES -

Please take your proof of purchase and product instore for the team to assess.

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
• Scuff marks

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

SALE ITEMS

Our sale and marked down merchandise may not be in new condition, have been tried on previously in-store and therefore may have some small marks or small signs of wear. This is mentioned on our website prior to purchasing.

If for instance you order a sale item and you are not satisfied with the condition please let us know in writing with supporting photos of the condition and we will be more than happy to help resolve for you.

Gift Cards

• If you returned your purchase in-store we will provide a gift voucher that can be used both online and in-store and is valid for 3 years.
• If you have a credit note that you'd like to use online, no worries! Email us at enquiries@tonybianco.com and we will change over the remaining balance to a gift voucher that can be used both online and in-store and is valid for 3 years.

Other Common Questions

Help! I can’t find my return form.

• Please see a link to our returns form here.

What’s your return policy?

• Please see a link to our full returns policy here.

How much does it cost to return?

• For Australian customers the average cost of a return via post is $12.95 or you can return into a store for FREE.
• For International customers, returns are at your own cost using a shipping provider of your choice.