At Tsonga we understand that sometimes ordering shoes online can be a little confusing. So we have compiled a list of commonly asked queries and answers to help you place an order with us. 

How can I place an order? 

1. Select the shoe you would like on the website, select the size and select 'Add to Cart'. 

2. Follow the prompts to complete your order. If you would like to purchase more than one pair, press 'SHOP' in the top left corner of the page, then 'Shop All' to Continue shopping. Repeat step 1 to add the item to your cart and proceed to checkout. 

 

How do I know what size I am? 

Not sure what size you are? Not a problem! Tsonga has designed a helpful guideline to help you make the right size selection. See the size guide HERE 

 

How do I return my shoes or exchange them for another pair? 

1. Click this link - EXCHANGES AND RETURNS

2. Enter your order number and the phone number or email address used to place your order. 

3. Follow the prompts. 

4.Wait for our team to approve your return or exchange request. Once approved, you will be sent an email detailing how to send your shoes back to our warehouse. Check your SPAM and JUNK MAIL folders as sometimes this email hides in these. 

5.Following the instructions, mail your shoes back to us. 

6. Keep an eye out in your inbox for updates on your exchange or return. Including the progress of your exchange or return, any refunds issued and any dispatch notifications.   

 

Do I have to pay for shipping to return or exchange my shoes?

Yes. Unfortunately as Tsonga receives returns and exchanges from all over Australia and New Zealand we cannot currently offer free shipping when sending your shoes back to us for a refund or exchange. We do however, cover the cost to send your new pair out to you to complete your exchange. 

 

How long do I have to return or exchange my shoes? 

30 days. However, if there is a genuine reason why you have been unable to send your shoes back to us in that time frame please contact our support team via Info@tsonga.com.au to see if we can extend this time frame.  

 

Are your shoes 'Bunion Safe'?

Tsonga's shoes although comfy are not specifically designed with bunions in mind. Therefore, we try not to advise on specific foot conditions and their suitability for our footwear, as each individual is different and it really depends on the size and location of the bunion. 

 

I received the wrong shoes!

Oh no! Although we try our best to get every order correct, unfortunately the Tsonga staff packing your orders are human and we do occasionally make mistakes. The best way to resolve this issue is to lodge an exchange request via our Exchanges & Returns portal and select the 'Incorrect Item Received' option when prompted for a reason for your exchange.  

This can be done via this link:EXCHANGES AND RETURNS

Following this, please email Info@tsonga.com.au to arrange compensation for postage to send the shoes back. 

 

My shoes are damaged or poor quality

Very occasionally something happens and your Tsonga's have become damaged or of lower quality within a short or reasonable amount of time. We understand how frustrating this can be. The best way to deal with this is to email us at Info@Tsonga.com.au to see if we can provide a new pair or compensation. In your email please include the name, colour and size of the shoes. Date of purchase, method of purchase (online or via a stockist) and any photos of the damage or issue that are relevant (this is essential). 

 Please note we highly value our Customers and want to provide them with the best possible shopping experience, including providing them with high quality products. Hence, we will make every effort to resolve the issue. However, please note that Tsonga's do not have a lifetime warranty and if the shoes were purchased beyond a reasonable time frame (e.g. over 5 years ago) we will not be able to provide assistance.