FAQs

Frequently Asked Questions

General Information

How can I contact you?

  • Email - hola@petitbarcelona.com
  • Camp Hill boutique - (07) 3195 2859 (please note email is by far the quickest way to get a response during busy periods in the store as we don’t operate a call centre)! 
  • Contact form on our website 
  • At our store (see below)

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

Online  https://www.petitbarcelona.com/ and in person at our boutique

Camp Hill Marketplace
Shop 7A, 25 Samuel Street, Camp Hill
Brisbane, Queensland 4152


What are Petit Barcelona’s normal opening hours?

We are online, 24/7!

What are your trading hours?

JANUARY 2021

Sunday 24th January 
| Closed   
Monday 25th January | Closed   
Tuesday 26th January | 9.30am - 2pm (open public holiday)
Wednesday 27th January | 9.30am - 2pm
Thursday 28th January | 9.30am - 2pm
Friday 29th January | 9.30am - 2pm
Saturday 30th January | 9.30am - 2pm
Sunday 31st
 January | 9.30am - 2pm


FEBRUARY 2021

Sunday, Monday | 9.30am - 2pm 
Tuesday, Wednesday, Thursday, Friday & Saturday | 9.30am - 4pm 


Where can I ask a question about your shoes, or my order?

E-mail us at hola@petitbarcelona.com 

Please allow up to 24 hours (week days) for your enquiry to be answered.

Please also note we are based in Australia and respond to enquiries between the hours of 9am-5pm (Monday-Friday) Australian Eastern Standard Time.



Shopping with Petit Barcelona

Is the stock in the shop the same that is on the website?

Yes. Please check the stock on the website before contacting us regarding the shop stock as it is the same! 


What happens if some of my order is in stock?

We will ship the stock that is in the store directly to you. When the item on Pre-order arrives, we will then ship this to you. 


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.


Simply click on the ‘Notify Me’ button on the product page of the shoe you are wanting. 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. 


Do you sell wholesale?

At this time we do not wholesale. 


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 original avarcas sooner.

  • Click & Collect (online)
  • Credit Cards | Visa, Mastercard & American Express (instore & online)
  • Apple Pay (instore & online)
  • Google Pay (instore & online)
  • Paypal (online)
  • Afterpay (online)
  • Shop Pay (online)

Please note we do not have a layby option. 

Please note we cannot accept orders over the phone due to bank restrictions surrounding bank fraud. 


    How can I Click & Collect?

    Select Click & Collect at the checkout to collect your order for free from our Camp Hill Boutique. On some devices, this option is a drop down box in the heading Shipping Method. Simply change the current option from Shipping to Click & Collect via the drop down options. 


    What information do I need to pick up my Click & Collect order?

    We will send you a notification via email when your order is ready to be collected. Usually this will take up to 24 hours. 

    If you require the shoes immediately during shop open hours, please call us on (07) 3195 2859 or send an email to hola@petitbarcelona.com

    Can I buy a Petit Barcelona physical Gift Card?

    Yes! You can buy a physical Gift Card from our Camp Hill boutique which can be redeemed only in store. If you would like a physical gift card that can be used online, ask us to sell you a eGift card and we will write the code onto a physical gift card for you to give to your recipient. 


    Can I buy a Petit Barcelona electronic Gift Card?

    Yes! You can buy an EGift Card online here or from our Camp Hill boutique. It can be used instore or online via the unique code in the email sent to you. 


    How can I use a Petit Barcelona gift card?

    When shopping online, simply enter the gift card code and click ‘apply’ at the checkout.

    When shopping in store, simply show us your eGift card on your phone and our staff will take care of the rest. 


    How can I use a store credit?

    When shopping online enter your store credit code at the checkout. When shopping in store inform our staff and they will take care of the rest.


    How do I apply a promo code?

    Enter the promo code and 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 hola@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 14 days.


    I still have a question! 

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



    Shipping Information

    How much is delivery within Australia?

    We are curently offering free shipping on all orders over AUD$150. Orders under AUD$150 are charged a flat shipping rate of AUD$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 UPS and TNT 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 hola@petitbarcelona.com or fill out an enquiry form here.


    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 after 12:30 pm Friday (AEST) over a weekend or public holiday will be shipped the following business day. 

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

    Due to the impacts of Covid-19 you may experience delays in receiving your order that are beyond our control.  


    Who delivers my order?

    Couriers Please and Australia Post handle all of our standard shipping. 

    If you live in rural or regional Australia, Australia Post OR Couriers Please may complete your delivery depending on the fastest and most dependent delivery method at the time for your location.


    How long does my order take to arrive? 

    Post Cyber Weekend 2020, standard shipping takes approximately 3-7 business days to arrive. Express Shipping 3-5 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 2-3 business days.

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

    Due to the impacts of Covid-19 you may experience delays in receiving your order that are beyond our control. 


    What if my parcel hasn´t arrived?

    Couriers are 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?

    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 courier can access the building. 


    How can I change my delivery address?

    Contact us immediately at customerservice@petitbarcelona.com or via our enquiry form here. If your order has not yet been shipped we can change your address. If your order has been shipped, we can attempt to get in contact with our couriers however we will pass on the Couriers cost to then deliver it to the new address. 


    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 or complete an enquiry form here. We will be in touch soon.



    Returns & Exchanges

    What is Petit Barcelona’s returns & exchanges policy?

    Our returns are super easy! If you'd like to exchange or return an item, please see us in-store at our Camp Hill boutique or initiate a return by emailing us at Returns@petitbarcelona.com 

    RETURNS POLICY

    We will happily provide a refund or an exchange on your shoes providing they meet these conditions outlined below;

    1. Your item/s are returned within 30 business days of receiving the goods
    2. Item/s are in their original condition - that is not worn, stretched or altered, and are in new condition with all the packing attached
    3. You are able to provide proof of purchase
    4. If your item purchased was a one off sale (we do not accept returns and exchanges on outlet items).  
    5. If the item received has a fault, is damaged upon transit or does not match the product description.

    Petit Barcelona reserves the right to deny a return or exchange of goods if they do not meet the conditions outlined above.

    Please note that in order to be eligible for a refund, all items must be unworn, without foot imprints or soiled soles. Our leather is very delicate so please take care when trying on your shoes. If worn for a considerable amount of time, the leather will stretch to your foot shape. If stretched greatly, we will not be able to resell the shoe and therefore it will not qualify for a return.  

    Wanting a refund? 

    YOU ARE A 1ST TIME PURCHASER

    Please email us at Returns@petitbarcelona.com with the following information:

    • Refund or Exchange request?
    • 4 digit Order Number #
    • Email address used to purchase the order
    • Shoe style, colour and size wanting to refund
    • Reason for refund
    Once we receive the email, we will respond within 3 business days, as to the eligibility of your refund request.  If eligible for a refund, once we have received your returns request via email, we will send you a prepaid shipping label to return your parcel via email. Once you have returned your parcel to us, we will process the refund into the same payment method as the item was purchased. Please note it takes between 5-7 business days for most refunds to be processed to your payment method.
    YOU ARE A REPEAT CUSTOMER 

    Please email us at Returns@petitbarcelona.com with the following information:

    • Refund or Exchange request?
    • 4 digit Order Number #
    • Email address used to purchase the order
    • Shoe style, colour and size wanting to refund
    • Reason for refund
    Once we receive the email, we will respond within 3 business days, as to the eligibility of your refund request and the address to send your shoes back to.
    Customers are responsible for the shipping costs to return the items to us in a safe way. We recommend sending them via Australia Post with registered tracking. We do not take responsibility for your returned parcel until we have received it. Once you have returned your parcel to us, we will process the refund into the same payment method as the item was purchased. Please note it takes between 5-7 business days for most refunds to be processed to your payment method.

       

    Wanting an Exchange?

    YOU ARE  A 1ST TIME PURCHASER

    Please email us at Returns@petitbarcelona.com with the following information:

    • Refund or Exchange request?
    • 4 digit Order Number #
    • Email address used to purchase the order
    • Shoe style, colour and size wanting to refund
    • Reason for exchange
    • Shoe style, colour and size wanting to exchange
    Once we receive the email, we will respond within 3 business days, as to the eligibility of your refund request. Please check the website to see if we have the shoe you would like to exchange for in stock. If that shoe is not in stock, we will issue you with a eGift card (3 year expiry date). Once we have received your returns request via email, we will send you a prepaid shipping label to return your parcel. Once you have returned your parcel to us, we will process the exchange and send the first exchange for free. If you require further exchanges, the return shipping costs will be born by the customer. 


    YOU ARE A REPEAT CUSTOMER 

    Please email us at Returns@petitbarcelona.com with the following information:

    • Refund or Exchange request?
    • 4 digit Order Number #
    • Email address used to purchase the order
    • Shoe style, colour and size wanting to refund
    • Reason for exchange
    • Shoe style, colour and size wanting to exchange
    If this is not your first purchase with Petit Barcelona, please email us the details of your request for an exchange, along with the shoe you would like to exchange for to Returns@petitbarcelona.com. We will respond with the address to send your shoes back to. Customers are responsible for the shipping costs to return the items to us in a safe way. We recommend sending them via Australia Post with registered tracking. We do not take responsibility for your returned parcel until we have received it.  Once you have returned your parcel to us, we will process the exchange and send the first exchange for free. If you require further exchanges, the return shipping costs will be born by the customer. 

     

    Store Credit

    Store Credits are issued for the amount paid (less any discounts). Your credit will be emailed to you in the form of a digital Gift Card, once your return is processed.

    Your store credit is valid for 3 years after date issued.  If you have misplaced the details of your store credit, contact us at customerservice@petitbarcelona.com and we can re-email it to you. 

     

    Sale Items*

    Refunds: No change-of-mind refunds on sale items. If you changed your mind, you can return your order for an exchange or store credit. The refunded amount will be for the same amount paid for the product at the time of sale. 

    Exchange: We will happily exchange for an alternate size in the same product. You will not need to make any extra payments for this.

    Store Credit: Store credits will be issued based on the amount paid for the product (less any discounts).


    How long do I have to return my shoes?

    We accept returns or exchanges (in-store) within 30 business days of purchasing. Please email Returns@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 by .


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

    To be sure to stay in the loop join the family here.  Or get social and follow us on Instagram, Facebook and Pinterest.


    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!


    I still have a question! 

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



    About Us 

    Make & Materials

    Where are Petit Barcelona shoes made?

    Our shoes are lovingly made by José and Cristòbal Torres in their shoe studio in Ciutadella, Menorca. José has been creating shoes since 1940, when he was just 14 years old. The Torres family business have been crafting authentic, traditional avarcas/menorquinas since 1952 and are the island’s third oldest certified business. 

    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 describe 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 recycled car tyres.

    Where we can, we use packaging that is recycled, 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. 


    I still have a question! 

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


    Sizing & Care

    How do I choose the right size? 

    Our shoes are European sizes in centimetres. Please refer to our Size Guide here


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

    If you are between two sizes and are buying flat avarcas, wedge avarcas or platform avarcas, we recommend you size down. The soft nubuck leather will give slightly around your toes and mould to your foot shape.

    We recommend that you size up when buying our Bio Espadrilles. The cork footbed has moulded support and a larger size is required to accommodate the pre-moulding.


    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. 

    Our Bio Espadrilles come with an adjustable strap depending on the height of your arch..


    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.


    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?

    Read our Care Guide here. 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
    • Air dry your shoes in a cool dry space
    • Keep your shoes out of direct sunlight in their Petit Barcelona calico bag to avoid the leather from quickly fading.

    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 hola@petitbarcelona.com or complete an enquiry form here. We will be in touch soon.



    Getting the right fit!
    Petit Barcelona shoe guide