Here you will find answers to the most common questions about our shoes, shipping, exchanges, and returns. If after reading them you need more information, please write to us at info@patsy.shoes and we will assist you personally.
Frequently asked questions
1. Where are Patsy's shoes made?
All our models are designed and manufactured in Spain, working with traditional artisan shoemakers. We use top-quality leathers and careful production processes, allowing us to offer durable, comfortable footwear with a designer finish.
2. What does it mean that your collections are "limited edition"?
We produce in short, numbered runs. This means that each model and color is manufactured in small quantities and, once sold out, is usually not restocked. This is our way of guaranteeing exclusivity and mindful production. If you liked a pair, we recommend not waiting too long to get your hands on them.
3. What is a PREORDER product and when do I receive it?
Products marked as PREORDER are models that are still being manufactured. By reserving them, you secure your size before they go on general sale. The product page for each model indicates the estimated delivery date.
Important: Preorder and personalized items cannot be exchanged or returned, unless they arrive defective.
4. How do I know what size to choose?
Our sizes range from 35 to 41 and generally correspond to standard European sizing. Each product page includes specific recommendations (whether the model runs large, true to size, or small).
5. Where do you ship to and how long does it take?
We currently ship to the Iberian Peninsula (Spain and Portugal) and the Balearic Islands.
The usual delivery time is 72 business hours from order confirmation. During sales, Christmas, or special launches, delivery times may be slightly extended. We will notify you by email with the tracking number as soon as your order leaves our warehouse.
6. Can I exchange my shoes if they don't fit?
Yes. You have 14 days from the delivery date to request a size exchange for the same model. To manage it:
1. Write to info@patsy.shoes indicating your order number and the reason for the exchange.
2. Wait for our confirmation by email.
3. Send us the shoes in their original box, well-packaged, to: C/ Tapia de Casariego 11b, 28023 Madrid – Attn. Vanesa Superviel.
Return shipping costs are borne by the customer; we will send you the new pair free of charge within the Iberian Peninsula and Portugal. If the requested size is not available, we will refund your money.
7. How do returns work?
You have 14 days from receipt of your order to return it. The procedure is the same as for exchanges: write to us at info@patsy.shoes indicating your order number and reason, and after our confirmation, send us the shoes in their original box and in perfect condition.
Once received and checked, we will refund the product amount using the same payment method. Please note that:
- The cost of return shipping is borne by the customer (unless the product is defective or incorrect).
- If the original box is not returned or arrives damaged, €3 will be deducted from the amount to be refunded.
- Personalized and pre-order products cannot be returned.
8. How do I care for my shoes so they last longer?
Since they are made with natural leathers (napa, suede, patent leather, etc.) we recommend:
- Storing them in their box or cloth bag, away from direct light.
- Cleaning smooth leather with a slightly damp soft cloth and applying specific nourishing cream occasionally.
- Brushing suede dry with a soft-bristled brush; avoid wetting it.
- Letting them air dry (never near a radiator) if they get wet and using shoe trees or paper to maintain their shape.
With these basic care tips, your Patsy shoes will last you many seasons.
9. How can I contact you?
We are delighted to help you. You can write to us at info@patsy.shoes and we will reply as soon as possible during business hours, Monday to Friday.