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FAQs

Frequently Asked Questions

General Information

How can I contact you?

  • Email - customerservice@petitbarcelona.com
  • Chat - our customer service chat button on the bottom right hand corner of our website during business hours.


Where can I get a pair of Petit Barcelona’s original avarcas?

Online  https://www.petitbarcelona.com/ 


What are Petit Barcelona’s online operating hours?

We are online, 24/7! Please also note our customer service team (ie Lauren and Helios) are currently based in Menorca, Spain and respond to enquiries between the hours of 5pm-12 midnight (Monday-Friday) Australian Eastern Standard Time.

If the matter is Urgent, please write Urgent Attention PB Team with the order number in the subject line so we are able to get to your query as quickly as we can. 


Do you have a physical store?

No, we only have our online store now. 


Do you have any stockists?

No, we only have our online store now.


Do you offer Click and Collect?

Unfortunately no, our Warehouse is a third party logistics company which ships out our shoes along with 50+ other Australian brands' products. They are unable to offer Click and Collect or facilitate changes at this time. 

Shopping with Petit Barcelona

What can I do if the shoes or size I want are out of stock?

You can join our exclusive waitlist to be notified when they are back in stock OR you can pre-order to secure your pair if the words PREORDER COMING (month) are written beside the size of the shoe you are wanting to purchase. 

Add your email and the size of the shoe you are wanting to be notified about. An email will be sent to you immediately when that size has been restocked from which you can purchase the shoes. This does not guarantee you a pair, merely notifies you that there has been shoes in your size restocked to the website. 

What about my pre order?

If you have recently placed a pre order the date on the order is an approximately delivery date. The shoes will be shipped approximately 1 week before or after this date. At busier times of the year, if the shoes will be later than 1 week, we will notify you individually via email. 

Do you sell wholesale?

No. 


Where can I find your Privacy Policy?

Our Privacy Policy is found here.


Where can I read your Terms & Conditions?

Read our Terms & Conditions here.

Payment Information

How can I pay?

Petit Barcelona offers a range of payment methods so you can own your Petit Barcelona sandals sooner.

  • Credit Cards | Visa, Mastercard & American Express
  • Apple Pay
  • Google Pay
  • Paypal
  • Afterpay
  • Shop Pay

Please note we do not have a lay-by option. 

If you prefer to pay over the phone, please contact us at customerservice@petitbarcelona.com

Can I buy a Petit Barcelona electronic Gift Card?

Yes! You can buy an eGift Card online here  


How can I use a Petit Barcelona eGift Card?

When shopping online, simply enter the eGift Card code and click ‘apply’ at the checkout


How can I use a physical Gift Card?

Contact us at customerservice@petitbarcelona.com with the following:

1. Photo of the physical gift card

2. Order number or name of person who purchased the Gift Card for you.

We will then replace the physical card with an eGift Card to the equivalent value and timeframe to be redeemed in our online store. 


How do I apply a promo code?

Enter the promo code by copying and pasting from the email that we sent to you. Click ‘apply’ at the checkout.


Will I be charged an international conversion rate or fee?

Petit Barcelona is an Australian based boutique store. Your bank may charge you international rates or fees. You need to check with your bank before you finalise your purchase.


Can I cancel or change my order once I have paid?

Email customerservice@petitbarcelona.com as soon as possible and we will try to find a solution. 

If your item/s are in stock we package them, ready for shipping almost immediately during business hours. If we are unable to cancel your order, you can return them within 30 days. 


I still have a question! 

Please email us at customerservice@petitbarcelona.com and we will be in touch soon.



Shipping Information

How much is delivery within Australia?

We are currently offering the following shipping options within Australia:

1. Spend is under AUD $150

  • Standard shipping - $10
  • Express shipping - $15

2. Spend is over AUD $150

  • Standard shipping - Free
  • Express Shipping - $10

How much is delivery internationally?

We now offer flat rates for all deliveries under 1kg in total weight to the USA, South East Asia and to New Zealand. Please choose the shipping region in the drop down box of delivery method at check out. If your items weigh more than 1kg we will email you for an alternative quote. We use DHL Express and Australia Post International for all international deliveries. 


Where do you deliver to?

We deliver Australia wide and internationally. For more information on international shipping and rates outside of our regions indicated on our website please contact us at customerservice@petitbarcelona.com 


How can I track my order? 

Once your order is on its way you will receive a shipping notification via email.You can further track your order using the information in the email. 

 

How long before my order is shipped?

We prepare all in-stock items as soon as possible for shipping. We only ship on business days, any orders placed before 1:30 pm (AEST) each weekday are dispatched that day, All orders placed on a Friday after 1:30pm (AEST) or over a weekend or public holiday will be shipped the following business day. 

If you require your order urgently or by a specific date, please choose the EXPRESS Shipping option at checkout to ensure that the item is shipped as soon as possible. 

All international orders take between 3-10 days depending on your location. 


Who delivers my order?

Australia Post handle all of our standard shipping. 


How long does my order take to arrive? 

Standard shipping takes approximately 3-7 business days to arrive. Express Shipping 1-5 days. Internationally shipped items may be subject to customs clearance which can cause shipping delays beyond our control.

Australian Interstate shipping takes approximately 3-5 business days.

Brisbane residents can receive their order within 1-2 business days.

International deliveries can receive their order within 3 to 10 business days.


What if my parcel hasn´t arrived?

Australia Post is currently asking that we wait 5-7 business days post estimated time of arrival before contacting them. If your parcel still hasn´t arrived past this deadline, please email us at customerservice@petitbarcelona.com with the subject heading: LATE DELIVERY along with your order number so that we can contact the couriers for you. 


Do you deliver to a PO Box & Parcel Lockers?

Yes. 


Can you deliver to my office or my house when no one is home?

We can deliver to your office if there is a place our Posties can access the building. 


How can I change my delivery address?

It is the customers responsibility to ensure at point of checkout that all shipping details are correct. If the order has gone through during business house Contact us immediately at customerservice@petitbarcelona.com. If your order has not yet been picked for shipping we can change your address. If your order has been picked for shipping or has been shipped, we cannot change the order. The warehouse charges a flat rate of $15 per order that is changed past the point of picking the order which we will then pass onto the customer. 


What if my order is damaged upon arrival?

If your items are damaged please email us as soon as possible at customerservice@petitbarcelona.com. Include a description of the damage, photographs of the damage and the order number. We will be in touch within 2 business days to discuss a solution.


What if I have to pay an import duty or tax?

Your items purchased from Petit Barcelona may be subject to import duties, fees and taxes in your country. These are determined once your items reach your country and are payable by you. These charges are beyond the control of Petit Barcelona, we are not liable, nor responsible for any additional payments customs in your country require. 

I still have a question! 

Please email us at customerservice@petitbarcelona.com and we will be in touch soon.



Returns & Exchanges

Please refer to our Returns and Exchanges page here for our Returns, Refunds and Exchanges Policy.


How long do I have to return my shoes?

We accept returns or exchanges within 30 business days of purchasing. Please email customerservice@petitbarcelona.com if you are outside of these dates and need further information.

I still have a question! 

Please email us at customerservice@petitbarcelona.com or complete an enquiry form here. We will be in touch soon.



Join the family

Do I need an account to shop online?

No! Just check-out as a guest.


I forgot my password, what do I do?

No problem. Just go to the sign in page and follow the prompts to reset your password.


Do you have sales or VIP events?

From time to time Petit Barcelona launch exclusive products and advertise sales to our family. Join the PB family by signing up to our Subscribers list which will appear as a pop up on your screen shortly after entering our website www.petitbarcleona.com 


How do I know when new styles &/or colours are being released?

To be sure to stay in the loop join our subscribers list, or get social and follow us on Instagram and Facebook.


Can I share how much I love Petit Barcelona? 

Use #PetitBarcelona to show off your new shoes! 


Can I leave a review of my shoes?

We love to hear from you! Leave a review here on our Google Reviews. We are always so grateful for reviews!


Do you have a Loyalty Program I can join?

We hope to have one soon! Watch this space, and in the meantime, join our mailing list and follow us on our socials to stay in the loop!


About Us 

Make & Materials

Where are Petit Barcelona shoes made?

Our shoes are lovingly made by the Torres family in their shoe studio in Ciutadella, Menorca. They have been creating shoes since 1940, when the grandfather Jose Torres was just 14 years old. The Torres family business have been crafting authentic, traditional and certified avarcas/menorquinas since 1952. 

Our Directors now live on the island of Menorca and work closely with the shoemakers in the design and production of the shoes.  

Read more about how our shoes are made here


What do you mean your avarcas are certified?

Avarcas are traditionally made with a leather upper, open toe and a recycled car tyre sole. These shoes are unique to Menorca in Spain’s Balearic Islands. 

To protect their integrity, the Menorcan Government has developed the label “Avarca de Menorca”. This label ensures quality and that the avarcas are actually manufactured in Menorca. 

The Torres family, who make Petit Barcelona’s range of avarcas, are one of only 10 shoe makers whose shoes meet the standards to be awarded the label “Avarca de Menorca”.  Torres supply to Petit Barcelona exclusively. 


What is the difference between an avarca and a menorquina?

An Avarca or Menorquina describes the same style of shoe, handmade the traditional way in Menorca. Menorquina means “from Menorca”


Are Petit Barcelona’s shoes sustainably made?

Petit Barcelona do not mass produce shoes. We make our collection in small batches, slowly. 

Our leathers are 100% Spanish premium leather, some vintage, some new, coloured using vegetable dyes. Our avarcas are originals, so their soles are made from partially recycled car tyres.

Leather Working Group

This season where we have new leathers, we source them from the Leather Working Group. A global group that sources leathers from tanneries that must adhere to a strict protocol – focusing on energy and water usage, waste management and the control of harmful chemicals.

Zero Wastage Vintage

We have introduced a collection of Vintage leather and fabric shoes which we have taken from our shoemakers studio. These leathers have been given a new life, minimising wastage. Some of these leathers are up to 60 years old having been used by the Torres family to produce shoes for Luxury brands in Paris, New York and London since the 40's. 

Packaging

Where we can, we use packaging that is recycled, biodegradable and can be recycled and/or is sustainable.


What materials are Petit Barcelona’s shoes made from?

Petit Barcelona use premium Spanish leathers that become softer and more comfortable with wear.


Do you change your colour range?

Our colour range does change from time to time, depending on the season, special collection or limited edition drops. 

To ensure you don’t miss your favourite colour join our mailing list here.


Why are you called Petit Barcelona?

When Petit Barcelona was born in 2016, we chose the name that represents who we are and what we stand for. 

We are very passionate about our hometown, Barcelona and want to share this with the world. Our collection is carefully curated, a small or petit range of high quality products sourced from skilled artisans throughout Spain. 


Sizing & Care

How do I choose the right size? 

Our shoes are European sizes in centimetres. Please refer to our Size Guide here If you require further information please contact our team at customerservice@petitbarcelona.com 


I am between 2 sizes. Do I size up or down?

If you are between two sizes we recommend you size down in the standard range of avarcas. Please consult our product pages for more details for fit with the new Heritage Collection.  


Do Petit Barcelona make half sizes?

Petit Barcelona’s shoes come in whole sizes only. 


How should my shoes feel when I first put them on?

Petit Barcelona’s range of authentic avarcas are the most comfortable shoe you will wear. We recommend a firm fit across your toes as the leather will soften shortly after wearing them. 


Do your shoes fit wide feet?

Yes! Our shoes are a medium B width. The 100% genuine Spanish leather relaxes and moulds to the shape of your foot. We recommend certain leathers for wider feet which will give slightly to the shape of your foot. 

Pony hair, suede and box calf leather are the thinnest and softest of our leathers. Our customers who require a wider shoe favour these leathers.

 

Do you have a special wide fit range?

Yes! We launched a new Wide Fit Collection in 2022 to cater for women with a slighter than standard width. Read our Fit Guide here to get to know which shoe style is best for you. 


Are your shoes good for bunions?

Yes! Our soft suede leather and box calf leather mould to the shape of your foot giving you a comfortable fit. 


What do you recommend I do to care for my shoes?

Each of our different leathers require different care. 

General shoe care includes

  • Spraying your shoes (up to 3 times) with a high quality protective leather spray such as the one we sell here
  • Keep your shoes out of direct sunlight in their Petit Barcelona calico bag to avoid the leather from quickly fading.
  • If you have a scuff mark, gently use an eraser to remove the mark.
  • Brush all loose dirt from the shoes with a soft brush.
  • Spot clean with wipe or soft damp towel.
  • Dry in a place out of direct sunlight. 

How can I stop my heel strap falling down?

Traditionally avarcas are worn with the backstrap flopping down. Brand new the backstrap sits on your heel. The style and a result of natural wear means that the backstrap can occasionally slip off your heel. If you prefer the backstrap on your heel you can purchase aftermarket invisible slingback strips (we recommend Scholl’s Party Feet) to offer extra support. 


I still have a question! 

Please email us at customerservice@petitbarcelona.com and we will be in touch soon.



Getting the right fit
Petit Barcelona Fit Guide

 

We often talk instore about the perfect fit. What we’re looking for, how it should feel, and how to overcome any niggly foot problems you may be having. 

So, we asked Lauren, owner of Petit Barcelona, to sit down and answer a few questions that we’re asked regularly. Questions around fit, leathers and care of our sandals. 

How do I find my size?

The first thing you need to consider when buying a pair of Spanish sandals is the length of your foot. The length, not the width, of your foot will determine your size. We recommend you go with your standard size.

Narrow Fit - shop the standard fit collection and choose your standard size. If you are between sizes, go down a size. The best leathers for a narrow fit and thin achilles is to choose the thicker Nubuck leathers which will provide more support. 

Standard Fitshop the standard fit collection and choose your standard size. All of the leathers in the range will suit your feet.

Slightly Wide Fit - shop the standard fit collection and choose a leather that will give and mould to your foot shape - suede's and box calf leathers. It is also recommended that you try the New Wide Fit Collection as these will also provide the width you need. 

Wide "D" Fit - shop the NEW Wide Fit Collection if your feet are traditionally wider than standard (see further information below). Available in a selection of Flat Avarcas and Platform Avarcas - Shop here. Stick with your standard size as we have made the width slightly larger to accommodate the extra width room you require. 

 

Need an extra wide fit?

Love our shoes but find that the width isn’t wide enough? Then our NEW Wide Fit Collection is for you. 

Introducing our new Collection of Flat Avarcas and Platform Avarcas in a wider “D’” fitting size. Our first drop comes in our best selling Almond Nubuck, Black Suede and Metallic Braided Champagne Box Calf in both Flats and Platforms. 

How does the Wide Fit Collection work?

Our Wide Fit Collection is essentially the same standard fit length, but the width is wider than your standard fit. 

If you are normally a size 38 in length but a wide fit, most of the time you would have sized up to a 39 to accommodate the extra width needed. By going up a size, it often left you with a little too much room at the back of the shoes.

To check if our New Wide Fit Collection is perfect for you, please consult our size guide below (the column on the far right - Wide Fit Width - CM).

My shoes have arrived and are feeling very snug, is this ok?

It sure is! We want them to feel a little snug across the front of your foot! This is the part that will soften and mould to your foot with wear.

If your feet are within the stitching on the insole of the shoe you have the right size. Long toes may peep through the front of the shoe, others may not. This is a normal variance.

If the shoe feels a little snug but you’re not experiencing actual pain, you have the right size. 

If your shoes are too tight across the top of your feet, or your toes are pinching, then the NEW Wide Fit Collection of Flats and Platforms will be perfect for you. 

Simply shop the available Wide Fit Collection here

 

The back straps are quite loose or won´t stay up. Is this the right fit?

Your back straps should sit firm on your heels. They will naturally fall to the widest part of your heel as they wear in. They will at first feel like they might fall off, but they won´t completely. If your straps are gaping, or sliding up and down as you walk, but your length is fine, then our shoes are not the right fit for your heel shape.  

Many people who can´t wear back straps normally, choose our Platform Avarcas or Wedge Espadrilles, as the incline of the shoe means that the back strap stays up higher than the Flat Avarcas. 

 

Should my toes be visible or not?

As all feet are different shapes, the length of your toes are too. Whether or not your toes are visible is not an indication that your shoes fit or not. We like to think that when you haven´t had a pedicure, our shoes hide a multitude of sins! 

 

I don’t think I have the right size. What should I do?

If your Spanish Avarcas are snug to the point of pain you may need to go up a size. If your foot is within the stitching but the back strap is falling, you may need to go down a size.

Any further questions, please contact us via email at customerservice@petitbarcelona.com