FAQs

Frequently Asked Questions

General Information

How can I contact you?
Email - petitbarcelonastore@gmail.com 

What are Petit Barcelona’s online operating hours?
We are online, 24/7 however our customer service hours are weekdays, Monday - Friday from 9.30am - 5pm Australian Eastern Standard Time. We try not to work on public holidays or weekends but will respond to urgent queries. 

If the matter is urgent, please write Urgent 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, you can find us at our online store www.petitbarcelona.com

Shopping with Petit Barcelona

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

If you are after any other styles that are sold out, follow the steps below to sign up for the back in stock notifications:

1. Click on the size of the shoe you want
2. Click on "Email me when available" button
3. Add your email address
4. Click "Notify me when available" button.

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. Sometimes there is only one of the size you are after, restocked, so it is first in best served. 

Do you sell wholesale?

No. At this time, we have no plans to sell our shoes wholesale in Australia. 

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 petitbarcelonastore@gmail.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 petitbarcelonastore@gmail.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. Please ensure you have the correct country and currency selected (found at the top right side of the website as a drop down menu). 


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

Email petitbarcelonastore@gmail.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 14 days. 

Afterpay orders

Please note - if you make payment of your order with AfterPay and cancel your PREORDERED item before it has been shipped, you will incur an return  administration fee of 8% of the cost of your order. AfterPay charges Petit Barcelona 8% of the total order cost for each purchase and does not refund this when an order is cancelled due to change of mind. For orders not placed with AfterPay we will refund the total amount. 

Changing orders

For any changes to your order please email petitbarcelonastore@gmail.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 14 days. 


I still have a question! 

Please email us at petitbarcelonastore@gmail.com and we will be in touch soon.



Shipping Information

Domestic Shipping information within Australia

We are currently offering the following shipping options within Australia:

1. Order value is below AUD $250

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

2. Order value is above AUD $250

  • Standard shipping - FREE
  • Express Shipping - $10


Delivery timeframes

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. 

 

Who delivers my order?

Australia Post handle all of our shipping within Australia.

Australia Post Delivery timeframes

Once processed and dispatched, please allow 1 - 3 business days for transit to metropolitan areas and 4 - 6 business days for transit to rural areas.

For further information on Australia Post delivery times and delays simply click here.

Please note, during sale periods some orders take longer than usual to be picked, packed and delivered to you.

We kindly ask you to take this into consideration prior to your purchase.


International Shipping Information

We are currently offering the following shipping options outside of Australia:

Shipping to:

United States of America

1. Order value is below USD $160

  • Standard shipping - USD $10


    All other countries

    1. Standard shipping - AUD $35


    Delivery timeframes

    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. 

    Who delivers my order?

    Australia Post handle all of our shipping internationally.

    Delivery timeframes

    International orders vary due to location however the approximately 5-10 days is the standard if not sooner for international deliveries from Australia. Please note, during sale periods some orders take longer than usual to be picked, packed and delivered to you. We kindly ask you to take this into consideration prior to your purchase.

    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. Please ensure you have the correct country and currency selected (found at the top right hand corner of the website as a drop down menu). 

    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. 

     

    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. 


    Who delivers my order?

    Australia Post handle all of our shipping within Australia and Internationally. 


    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 petitbarcelonastore@gmail.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. 

    What if my order is damaged upon arrival?

    If your items are damaged please email us as soon as possible at petitbarcelonastore@gmail.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.

    I still have a question! 

    Please email us at petitbarcelonastore@gmail.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 14 days of purchasing. Please email petitbarcelonastore@gmail.com if you are outside of these dates and need further information.

    I still have a question! 

    Please email us at petitbarcelonastore@gmail.com. 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 our email updates by signing up to our Subscribers list which will appear as a pop up on your screen shortly after entering our website www.petitbarcelona.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!


    Promotions

    MID SEASON SALE - 20% OFF FULL PRICE STOCK

    • All purchases made from the Mid Season Sale are available online within Australia and New Zealand only.
    • Sale starts 9am on 13th June 2024 and ends at a time to be discerned by Petit Barcelona Pty Ltd.
    • 20% discount is applicable by using the code PBONSALE and will be marked down at check out.
    • No other promotional discount codes (apart from the sale code PBONSALE) can be used during sale periods (birthday, welcome or teachers codes for example). 
    • All items are able to be returned for an exchange of product or store credit (eGift Card). No returns for refunds are possible.  
    • If you require a change of size which is in stock, we will exchange the shoes for you. Please let us know as soon as possible as stock sells quickly during sale periods. 
    • The discount code is not eligible on Archives and the ORIGINAL RUN OUT SALE items which are final sale and are not eligible for a refund or return.
    • If the item is faulty or damaged, please contact us petitbarcelonastore@gmail.com to discuss.

    ARCHIVES STOCK & ORIGINAL RUN OUT SALE

    • All purchases made from the Archives and the ORIGINAL RUN OUT SALE are final sale and are not eligible for a refund or return.
    • These shoes are not being restocked and are not able to be returned or exchanged. 
    • No other promotional code to be used in conjunction with orders made during the sale period
    • If the item is faulty or damaged, please contact us petitbarcelonastore@gmail.com to discuss.

    HAPPY BIRTHDAY CODE

    • Offer valid for 4 weeks from send date. Not valid in conjunction with any other offer. Can only be used on full priced items only. 

       

      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. 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 petitbarcelonastore@gmail.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 you have a special wide fit range?

      Yes! We launched a new Wide Fit Collection in January 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. 

      I still have a question! 

      Please email us at petitbarcelonastore@gmail.com and we will be in touch soon.



      SIZING CHART
      Petit Barcelona Shoe Size Guide