FAQ

Would you like to become a Gabylou retailer?

If you are a shop, a retailer or a distributor* and you would like to sell our non-standard products;
wide calf boots and wide footwear from 36 to 45?

Visit our partner Ankorstore's platform.

If you don't already have a business account there, you can create one in just a few clicks.

You will be asked for your company number when you create your account.

Are you new to Ankorstore?
Get €100 free on your first order and 10% off all your purchases for one month with the code
"LIFT-AGYWTQZ2".

*Located in one of the countries below: 
Austria, Belgium, Bulgaria, Switzerland, Cyprus, Germany, Denmark, Estonia, Spain, Finland, France, United Kingdom, Greece, Croatia, Hungary, Ireland, Italy, Lithuania, Luxembourg, Latvia, Malta, Netherlands, Poland, Portugal, Romania, Sweden, Slovenia, Slovakia.

Shoe size - calf circumference - foot width - ankle circumference

Find the right pair for you by following the instructions below!

How to determine your shoe size?

1.Place a sheet of paper on the floor and against a wall

2. Standing, place your heel against the wall and the edge of the paper

3. With your foot flat, mark its end with a pencil

4. Using a measuring instrument, measure the length of your foot

5. Refer to the table below to determine your size

We recommend that you use your usual size.

If you are between 2 sizes, choose the bigger size.

Most of our boots and sneakers have a removable insole which, once removed, allows you to increase the length and width of your foot or the height of your instep. This removable insole can also be replaced by an orthopaedic insole, so you can still feel comfortable and at ease in your shoes!

How to determine your calf circumference?

1. Take the measurement on the widest part of your calf (+/- 30 cm height from your heel)

2. Use a soft measuring instrument that will not leave a gap between the calf and the measuring instrument

3. Measure your two calves and take the larger of the two if you notice a difference in measurement

4. Refer to the table below to determine your calf size
(XL, VARIO XL/2XL, 2XL, 3XL)

ATTENTION: The data in the table below relating to calf circumference in cm are taken at a height of +/- 30 cm from the heel

Elastic bands or laces on the boots give you up to 2 cm more comfort in the calf area.

How to determine your foot width?

1. Take the measurement on the widest part of your flat foot

2. Use a soft measuring instrument that will not leave space between your foot and the measuring instrument

3. Measure both of your feet and take the larger of the two if you notice a difference in measurement

4. If you usually wear very thick socks inside your shoes, please add 1 cm to your foot width

Now that you know your foot width, check that it's suitable for the model(s) you've selected using the size chart in the photos describing each model.

How do you determine your ankle circumference?

1. Measure the area just above your malleolus

2. Use a soft measuring instrument that will not leave space between your ankle and the measuring instrument

3 . Measure both of your ankles and take the larger of the two if you notice a difference in measurement

4. If you usually wear very thick socks inside your shoes, please add 1 cm to your ankle circumference

Now that you know your ankle circumference, check that it's suitable for the model(s) you've selected using the size chart in the photos describing each model.

Now that you know your shoe size, your calf circumference, your foot width and your ankle circumference, find the models that suit by using the filters that are present on our e-shop when you go to the "Shop" tab.

On the other hand, for each model selected, please refer to the summary table in the description photos to make sure that the size is right for you!

If the size still doesn't fit, you can return your order free of charge!

We can help you if you have any doubts!

Good shopping !

Our Gabylou products are non-standard in terms of size, calf circumference, foot circumference and ankle circumference.

We offer sizes ranging from 36 to 45, depending on the model.

We create boot models with calf sizes ranging from XS to 4XL:
Slim calves --> 2 calf sizes; XS & S
Wide calves --> 4 calf sizes; XL, 2XL, 3XL & 4XL vario 5XL

Each boot model is only available in one calf size, but there's plenty of choice to suit all calf widths.

Ankle and foot circumferences vary depending on the model and size. We recommend that you refer to the size chart in the photos describing each product.

We renew our collection every year with new models and/or new colours.
However, some models and/or colours may be carried over from one year to the next, depending on their success.

As far as our stocks are concerned, everything is online and we don't restock our products during the season. Occasionally, a product that is out of stock will come back into stock when a customer returns it.
So don't hesitate to come and have a look at our site from time to time!

When you fall in love with a pair of shoes, don't wait to place an order, otherwise the pair in question may be permanently out of stock.

Once your order has been placed, you will receive a confirmation email with all the details of your order. You will then be able to track the status of your order live via the following link, mentioning your order number and postcode:
B2C: https://tracking.futurlog.com/GABYLOU
B2B: https://tracking.futurlog.com/GABYLOUB2B

There's no need to contact us to find out the status of your order. You'll get all the information you need by following the steps above.

You will receive a second email when your order has been dispatched. So don't worry if you don't receive an email in the meantime!

We guarantee that all our orders are processed, prepared and handed over to the carrier within a maximum of two working days from the order date.

Once the order has been handed over to the carrier, the delivery time is added, which depends on the delivery zone and the carrier, bearing in mind that the order is dispatched from our warehouses located in France.

This delivery time may be shorter during 'normal' periods and longer during sales periods and/or the festive season.

From our e-shop, we deliver to the following areas:
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Finland, France, German, Guadeloupe, Hungary, Italy, Latvia, Lithuania, Luxembourg, Martinique, Netherlands, Poland, Portugal, Reunion, Spain, Sweden, Switzerland.

Delivery costs vary according to the delivery zone and the delivery method chosen. They are communicated to you before the final payment of the order. These will not be refunded if you subsequently return your order.

From our e-shop, we deliver to the following areas:

1. Austria
2. Belgium
3. Bulgaria
4. Croatia
5. Czech Republic
6. Denmark
7. Finland
8. France
9. Germany
10. Guadeloupe
11. Hungary
12. Italy
13. Latvia
14. Lithuania
15. Luxembourg
16. Martinique
17. Netherlands
18. Poland
19. Portugal
20. Reunion
21. Spain
22. Sweden
23. Switzerland

Shipping costs vary according to the delivery area and the delivery method chosen. They are communicated to you before the final payment of the order.
If the order is returned, the shipping costs paid in advance will not be reimbursed, only the products returned will be reimbursed.

Payment must be made in full in order for the order to be validated and processed.
It is not possible to pay in instalments or to pay after receipt of the order.
Thank you for your understanding!

Several payment methods are available on our e-shop:

• American Express
• Apple Pay
• Bancontact
• Google Pay
• Maestro
• Mastercard
• Paypal
• Shop Pay
• Union Pay
• Visa

When you complete your order, a confirmation email is sent to you. Didn't you receive it? Check your spam folder, it may have slipped in.

Is it missing? Have you entered the right email address? No typos? You can check this from your customer account.

Once you have finalised your order and full payment has been confirmed, you will receive an email confirming your order and a summary of your order.

From that moment on, we guarantee that all our orders are processed, prepared and handed over to the carrier within a maximum of two working days from the order date.

Once the order has been handed over to the carrier, the delivery time is added, which depends on the delivery zone and the carrier, bearing in mind that the order is dispatched from our warehouses located in France. We cannot give you a precise delivery time.

This preparation, dispatch and delivery time may be shorter in ‘normal’ periods and longer during the launch periods of the new collection, sales and/or the festive season.

You can track your order at any time using the tracking number sent to you by email once your order has been dispatched.

Didn't receive the confirmation email? Check your spam folder, it may have slipped in.

Is it missing? Have you entered the right email address? No typos? You can check from your customer account.

As soon as you receive your order, you have a maximum of 30 days to return it. After this period, your return will not be processed or refunded.

Find our returns and refund conditions here.

• 1. 1. Click on the following link:
        B2C: https://returns.futurlog.com/Gabylou
        B2B (for orders including a company name only): https://returns.futurlog.com/GABYLOUB2B
     2. Enter your order number or your order tracking number and your postcode
     3. Select the product(s) you wish to return, the quantity(ies) and the reason(s) for your return
     4. Choose the method of transport for returning your order
     5. You will then receive an e-mail confirming your return, together with the returns label and a summary of the steps to follow to dispatch your parcel.

     We do not offer exchanges, but returns are free of charge if you follow our returns and refund policy on this page.
     If you would like a different size or model, we recommend that you place a new order!

     ATTENTION

     • If you decide to return the parcel by your own means and at your own expense, these costs will not be reimbursed!
     • If you return an order for which you have paid postage costs, these will not be refunded - only the returned products will be refunded!

     As soon as your parcel has been received and validated by our warehouse in accordance with our returns conditions, your order will be refunded to the account through which you placed your order within 14 days.
     You will receive a confirmation email once the refund has been processed.
     Once the refund has been processed, it may take up to 5 working days for the amount to be available on your payment method.

     
     Please note that in the case of 'free' gifts (competitions, tombola, etc.), exchanges and refunds are not accepted, so be sure to check your size and don't hesitate to ask us for advice!

     * Gabylou products must be returned in their original undamaged packaging and in perfect condition (not worn).
     Carefully pack the Gabylou box in another box for transport.
     If you collect a box, make sure that the only barcode visible is that of your return to ensure that it arrives at the right address.
     Keep the document confirming the drop-off of the parcel at the relay point, which will serve as proof in the event of loss.
     If any of these conditions are not met, your refund may be refused

As soon as your parcel has been received and validated by our warehouse in accordance with our return conditions, your order will be refunded to the account through which you placed your order within 14 days.
You will receive a confirmation email once the refund has been processed.

Once the refund has been processed, it may take up to 5 working days for the amount to be available on your payment method.

Please note that in the case of 'free' gifts (competitions, tombola, etc.), exchanges and refunds are not accepted.
So be sure to check your size and don't hesitate to ask us for advice!

Nouvelle procédure lorsqu’on aura changé d’entrepôt, merci de ne pas en tenir compte pour le moment

We do not offer exchanges, but returns are free of charge if you follow our returns and refund policy.

If you would like a different size or model, we recommend that you place a new order!

ATTENTION: If you decide to return the parcel by your own means and at your own expense, these costs will not be reimbursed!

As soon as your parcel has been received and validated by our warehouse according to our return conditions, your order will be refunded to the account you used to place your order, and you will be notified by email!

It may take up to 5 working days for the refund to be available on your payment method.

1. Protect them before wearing them:
   Before wearing your shoes for the first time, apply a protective/waterproofing spray appropriate for the material of your shoes. This should be repeated regularly, according to the instructions for use of the product used.
   
   
2. Clean them regularly:
   To keep your shoes in perfect condition, get into the habit of cleaning them regularly after wearing them. Use a soft, slightly damp cloth to remove accumulated dirt and dust. Depending on the material of your shoes, use appropriate products to clean/maintain them. This will help remove stains and prevent premature wear.
   
   
3. Use shoe trees:
   Shoe trees are essential accessories for keeping your shoes in shape. They prevent them from deforming and help to remove moisture from the inside. Choose shoe trees that fit your shoes and insert them when you're not wearing them to keep them in good condition.
   
   
4. Avoid wearing them every day:
   We know you love your shoes, but wearing them every day can accelerate wear and tear. Alternate them with other shoes to give them time to recover and regain their original shape. This will also help them last longer.
   
   
5. Store them properly:
   Proper storage is essential to keep your shoes in optimum condition. Avoid stacking them on top of each other, as this could deform them. Instead, store them upright. If you're short of space, use individual storage bags to protect them from dust and unwanted rubbing.
   
   
6. Have them professionally looked after:
   From time to time, give your shoes a professional treatment by having them looked after by a trusted shoemaker. A professional will be able to give them a thorough cleaning, carry out minor repairs and maintain them properly to keep them in top condition.

CASE N°1 : Reversal of product(s) or order

Please send us the following within 7 days maximum of delivery of your order:

1. A picture of each product received by mistake, with the barcode clearly legible and identifiable
2. A picture of the entire order received in the original parcel
3. A picture of the shipping label on the parcel
   
   

CASE N°2 : Missing product(s)

Please let us know within 7 days maximum of delivery of your order:

1. A photo of the entire order received in the original parcel
2. A photo of the shipping label on the parcel
3. A photo or scan of the document (download here) certifying that the product(s) is (are) not in the possession of a third party, completed by hand by your customer.
   
   

CASE N°3 : Damaged/broken item(s)

Please inform us within a maximum of 3 days maximum (carrier acceptance times) after delivery of your order:

1. A photo of each damaged product where the damage is clearly visible
2. A photo of the entire order received in the original parcel
3. A photo of the shipping label on the parcel

If you encounter one of the three cases listed above, please send us the requested information to the following address: contact@gabylou.eu, mentioning your order number in the subject line of your e-mail.

This will give us all the information we need to resolve your case as quickly as possible.

This can happen and is beyond our control. We apologise in advance for any inconvenience caused.

CASE N°1 : Loss during transport

Please notify us of the loss of your order only if the time limits mentioned in our dispatch/delivery conditions have been exceeded.
Once we have investigated with the carrier and they have confirmed that your parcel has been lost on their network, we will take care of providing the necessary supporting documents in order to obtain a refund for your products.

CASE 2: Delivery dispute

1. Delivery without signature
   If you choose a delivery service that does not require you to sign for the parcel, unfortunately no compensation can be claimed in the event of a delivery dispute. To avoid this happening, you can opt for delivery with a signature (Chronopost, DPD, Colissimo Expert, Mondial Relay, UPS, etc.).
   
   
2. Delivery with signature
   Please let us know within a maximum of 3 days (carrier acceptance times) after delivery of your order:
   1. A photo or scan of the handwritten declaration of non-receipt. Be sure to follow the instructions and complete the documents specific to the carrier that took charge of your order:
   DPD – GLS – Chronopost - Others.
   2. A photo or scan of the front and back of a valid identity document (CNI, passport, driving licence) except for Chronopost.

We don't have any physical Gabylou shops and we don't currently have any plans to develop one.

All our products are available on our e-shop: www.gabylou.eu.

Please refer to our detailed size guide to find out your exact size.

What's more, returns are free, so it's worth trying.

You can also find some of our products in physical shops. You'll find a list of these boutiques at the bottom of our home page: www.gabylou.eu.