FAQs

General

Q. What hours do you operate?

www.petitbarcelona.com online store
Monday – Friday: 9am - 6pm Brisbane time (we will answer all social media, chat, emails and online enquiries during this time).
General & Order enquires: hola@petitbarcelona.com
Returns & Exchanges: hola@petitbarcelona.com

Customer Service at Petit Barcelona is generally email based. Please allow up to 1 business day for your email to be addressed, during launch and sale times it may take us around 2 business days to get back to you.

Petit Barcelona Camp Hill Store

Please check our Google page, Facebook and Instagram for any changes in store opening and closing hours.

Location:
Camp Hill Marketplace
Shop 7A, 25 Samuel Street, Camp Hill
Brisbane, Queensland 4152
(We are in the new section opposite Woolworths and near Nodo Donuts, Jocelyn´s Provisions and Espial Clothing).

Products and Fit

Q. There are many avarcas/ menorquinas on the market now, how do I know if yours are the original versions?

There are only 10 certified, authentic shoemakers on the island of Menorca, Balearic Islands who have been permitted to produce the avarcas/ menorquinas for distribution worldwide. This certification has been awarded by the Menorcan Government and the Association of the Menorcan Footwear Manufacturers. Only those factories who produce the highest quality shoes are afforded this privilege. It is important to look for the stamp of approval and the ´Made in Menorca´ stamp on each and every pair of shoes. Our shoes are made by the Torres family who have been making avarcas in Ciutadella since 1940, when José Torres was only 14 years old. Our shoe manufacturer is the 3rd oldest family owned certified business on the island.

Q. How do your shoes fit?

Sizing for our flat menorquinas, platform and wedge espadrilles run true to size. Our Bio Espadrilles are slightly smaller on some people so it is recommended you consider going up a size. If you have short but wide feet, stick to your original size.

If choosing a nubuck or box calf leather, keep in mind these will give after you wear them (quicker if it is a hot, humid day). They will then mould to your feet and be the perfect fit. If choosing a metallic or glitter, they will give slightly with wear, however gradually and less than the nubuck or box calf leathers.

Our new Bio Espadrilles have two adjustable buckles with three size adjustments to each strap. Making it easier to tailor your fit depending on your instep height.

The Platform Espadrilles and Wedge Espadrilles are designed on a slight incline so that the weight of the shoe isn´t pressuring the backstrap.

Still not sure? Drop us a line at hola@petitbarcelona.com and we´ll get back to you with some personalised advice on the perfect fit.

Q. Do your shoes come in half sizes?

Our shoes come in whole sizes only. That said, the natural materials we use are very accommodating, so sizing up or down to find the perfect pair is straight forward. For a more detailed look at what size you may be, check out our Shoe Fit Guide here.

If your Petit Barcelona shoes don't fit to your liking, you can exchange them for free within 14 days at hola@petitbarcelona.com

Q. How do I care for my Petit Barcelona shoes?

If your shoes start to feel a little less than brand new, check out our Caring for your shoes guide here. Each leather type has a specific technique for cleaning them. For the best results, use a high quality protective spray (up to 3 times) before use. Don’t forget to air dry your Petit Barcelona shoes in a cool dry space. It is always useful to keep your shoes wrapped in the calico bags we provide you with on purchase and out of direct sunlight to avoid the leather fading.

Please note that our shoes are made from 100% genuine Spanish leather. If worn all day, everyday they will wear over time. We do not accept returns for heavily used shoes which have given over time. Please see our returns policy and warranty for more details.

Q. My backstraps keep falling down, how can I fix this?

The style of menorquinas and natural wear of the shoes means that the leather backstrap can occassionally slip down. This is more of an issue if you have narrow achilies. Traditionally the shoes are worn with the backstrap flopping down in Menorca. However if you prefer to have the backstrap stay in place, a good suggestion is to use Scholl´s Party Feet - invisible slingback strips. They can be placed on the inside of the strap and provide extra support to stop slippage. It is important to have the right, firm fit to begin with. Email us, or come and see us in the store if you have any issues within the product warranty timeframe.

Q. I have a wide foot / issues with bunions, will your shoes fit?

Our shoes are all medium B width. But even if your feet tend to run a little wider, you might be pleasantly surprised at how well our shoes fit. The 100% genuine Spanish leather gives and moulds to all shapes and sizes of feet. Nubuck leather and box calf leather is the softest (with the leopard and dusky pink leathers being the softest and thinnest of all of the leathers), so are a favourite with our customers who require a wider shoe. Our new glitter range give quicker than other types of leathers also.

Just a note, we have numerous wide-footed customers who are quite happy with the fit.

Q. Will you ever do kids sizes, smaller or larger adult sizes?

We have just launched a special range of girl´s menorquinas called Emme´s Shoes. They are in sizes 21 - 34 in our best seller Rosé mocha glitter and rose gold metallic leather with a caramel sole. All proceeds of each shoe sale are donated to the Children´s Tumour Foundation of Australia. To learn more about our Emme´s Shoes, please head to:

https://www.petitbarcelona.com/pages/this-is-emme-s-story

At the moment we are only stocking Emme´s Shoes in the children´s sizes however this may change next Summer, so please check in with us if you are interested.

Q. Will you release new colours or styles?

Every season we choose new leathers for all of our styles of shoes. Depending on popularity, fashion trends and new leathers which become available. We are constantly designing shoe styles with our shoemakers José and Cristóbal so hope to keep bringing new styles to the range as we grow. We always look to our customers for inspiration and ideas so please feel free to contact us with any suggestions for colours and styles you may have.

Q. The pair I want are all sold out!

As our shoemakers hand make every pair of shoes between the two of them in Menorca, our shoes are small batch produced and in limited quantities. As we are a small family company ourselves we are happy to keep our business running at a pace that fits with our Mediterranean slow lifestyle. We replenish our stock as soon as we can and are more than happy to place an order of a pair of sold out shoes for you which will be delivered with the next batch shipment. Just drop us a line and let us know what you are after.

Orders and Shipping

Q. What is the status of my order?

Once your order is on its way, you'll receive a shipping notification via email. But if you're having trouble tracking your order, don't hesitate to drop us a line via email at hola@petitbarcelona.com (Monday-Friday, 9am-5pm).

We only ship on business days, so orders placed on Friday after 12:30pm or over the weekend will ship out on Monday morning. All orders placed with standard shipping take 3-7 business days to arrive. Brisbane residents will receive their orders within 48 hours, interstate between 3-5 days.

Q. What if I want to cancel or change my order?

We try to fulfill orders very quickly; within a few hours of the order being placed. That said, please give send an email immediately to hola@petitbarcelona.com, and we’ll find a good solution. If you’re just getting cold feet, hang on until you can give them a try, we think you’ll love them and if you don’t, you can always send them back within 14 days of purchase.

Q. How much is shipping?

We offer a flat rate of AUD $10 for all orders under the value of AUD $150. FREE shipping Australia wide for all orders over AUD $150. For international shipping please email us and we will provide you with an exact quote dependent on your location and order volume.

Q. Do you offer Click and Collect?

Yes we now offer a free Click and Collect option at the check out. You can pick up your order for free from our Camp Hill Marketplace store within the hours that we are open.

Q. What are your shipping methods and how long do they take?

If you choose our standard shipping, your order will be sent via Couriers Please. If you are located in a rural region of Australia your order will be sent via Australia Post. We do not ship or deliver on weekends or holidays, so please be sure to plan accordingly.

There is no option for PO Box addresses, so if you have a PO Box address, please choose a physical mail address. If we receive your order with a PO Box we will contact you via email firstly to discuss another delivery location. We cannot process your order until this has been finalised. If you have not received your order confirmation within 24 hours of placing your order, please check your junk mail or drop us an email at hola@petitbarcelona.com.

Q. What if my delivery is incorrect or damaged on arrival?

If you have received an incorrect item or your item/s arrive damaged, please email us as soon as possible at hola@petitbarcelona.com to let us know. We ask that you include in your email photos of the incorrect/damaged merchandise for our reference along with a photo of the packing slip if possible.

We will take responsibility for the shipping costs of returning incorrect or damaged items.

Q. What payment methods do you accept?

Petit Barcelona accepts the following payment methods:

Credit cards: Visa, MasterCard
PayPal
Petit Barcelona store bought and online bought Gift Vouchers

Petit Barcelona does not accept cheques, cash, money orders, or orders taken over the phone. Only one method of payment can be accepted per order, with the exception of credit notes.

Returns and Exchanges

Q. What is your return policy?

We want you to be happy with your purchase, if for some reason your purchase is not quite right, we’ll happily provide a refund back to your original method of payment or process an exchange for any other item (subject to availability) provided the conditions;

Your item/s are returned within 30 working days of receiving your order
Item/s are returned in original condition (unworn in new condition with all tags attached)
Accompanied with proof of purchase
Return authorisation has been approved via email
Strictly no refunds on sale items unless faulty
Exchanges accepted for sale items only

For instore returns please visit us and we will be able to process your order onsite.

For online orders, please email hola@petitbarcelona prior to sending your item/s back. All online orders must be returned to the online store for refund or exchange. Petit Barcelona reserves the right to deny a return if the merchandise does not meet the conditions above.

As our shoes are made from Genuine Spanish leather, they will wear and give with time. We will not refund for heavily used shoes that have stretch with frequent wear after 60 days of purchase.

SPECIAL PREORDERS

Select women's classic styles will be available for pre-order from 26th of March from 5pm AEST. These are due to be dispatched end of April, beginning of May 2020.

All pre-orders will be processed through our website. Full payment will be taken at the time of checkout. Once the orders have been packed and dispatched the customer will receive an order shipment confirmation via email and a tracking number.

Pre-order products are often a limited product, and although we often encourage you to secure them, we also ask that you commit and are certain of your pre order. We do not take cancellations on pre orders or refunds prior to shipping, same exchange and return policies to normal purchases apply.

Please note, if one of the items you've purchased is not yet available, we will only ship your order once all items are in stock. Should you wish to have part of your order shipped before or separately you must pay for additional shipping. In order to make an additional shipping payment or amend your pre-order please contact us at hola@petitbarcelona.com

Q. How do I return or exchange an order?

It's simple: just email us at hola@petitbarcelona and let us know your name (the name that the shoes were purchased under), order number, and whether it is a return or exchange.
Send your original order and your proof of purchase back to us (we will provide the address upon discussion via email).

Please ensure you use a protective bag and a registered/traceable form of postage as Petit Barcelona will not be responsible for goods that are damaged or lost on return.

If you require your exchange to be processed quickly or your preferred item is low in stock we recommend purchasing the print/style/size you require ASAP and send back your unsuitable item for a refund to avoid disappointment. *Please note this is only applicable for full priced items.

Unfortunately, we are unable to hold items for online exchanges.

Once we receive your returned item/s we will either;

Process a refund back to your original method of payment
Place an exchange order for the item/s you are after (subject to availability)

If your exchange order is greater than your returned item we will email you a link to complete payment for the balance.

If your exchange order is less than your returned item, a refund will be processed for the difference back to your original method of payment.

If we find that the replacement item/s you are after are no longer in stock when your return is received, we do apologise! We will process a refund and hopefully you can find something else from the collection that you love!!

*We aim to process all returns within 5 working days of receipt however, during busy periods it may take up to 7 working days*

Please note:

Refunds to credit/debit cards can take 3-5 business days to appear on your bank statement, dependent on your banks practices
PayPal refunds will be deposited back to the original PayPal account and an email notification will be sent as confirmation.

Q. What do you do with shoes that are returned?

We never re-sell shoes that have been scuffed or worn outside, no matter how lightly. Instead, we are looking for partners this Summer to team up with and donate gently used shoes to for distribution to people and communities in need.

Company

Q. Where are Petit Barcelona shoes made?

All of our shoes are hand made by José and Cristòbal Torres in their shoe studio in Ciutadella, Menorca. Their family business has been crafting the authentic, traditional and now certified by the Menorcan Government avarcas/ menorquina shoes since 1952.

Q. Are the shoes sustainably made?

Our shoes follow a strict guideline enforced by the Menorcan Government. No unethical manufacturing processes were ever used to produce our Petit Barcelona shoes. Our leather is 100% Spanish premium leather using vegetable dyes, Our soles are made of recycled car tyre rubber. We try where possible to reduce our impact on the environment by using recycled and 100% compostable packaging.

Q. Why is the company called Petit Barcelona?

When we started Petit Barcelona in 2016, we wanted the company to represent an carefully edited collection of the best products from Catalunya, Spain. As we are from and very passionate about our hometown of Barcelona, we knew that we had to include it in the name. The petit comes from the small range of high quality products that we stock. Now we are specialising in Spanish authentic hand made shoes, but in the future may stock more products from the region.