FAQ

Size - calf circumference - foot width - ankle circumference

Find the right pair for you by following the instructions in our size guide!

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

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

We create boot models with calf sizes ranging from XS to 6XL:
Thin calves --> 2 calf sizes; XS & S
Wide calves --> 6 calf sizes; XL, 2XL, 3XL, 4XL & VARIO 6XL

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 according to model and size. We recommend that you refer to the size chart in the product description photos.

Find this information on our shipping / delivery page.

Find out where we deliver to on our shipping/delivery page.

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

sit not there? Have you entered the right e-mail address? No typing errors? You can check this in your customer account.

If the e-mail address is incorrect, please contact us by e-mail with the information requested below, so that we can send it back to you:
- The first and last name with which the order was placed
- The exact e-mail address to which to send the confirmation e-mail

Without this information, we won't be able to help you.

Thank you for your understanding!

You can check the status of your order at any time on our shipping/delivery page.

CASE N°1 : Loss in transit

Please notify us of the loss of your order only if the time limits mentioned in our shipping/delivery conditions have been exceeded.
After investigation with the carrier and validation by the carrier that your package has been lost on their network, we will provide the necessary supporting documents to obtain a refund for your products.

CASE N°2 : Delivery dispute

1. Delivery without signature
   If you choose a delivery service without a signature, unfortunately no compensation can be claimed in the event of a delivery dispute. To avoid this, you can opt for delivery with signature (Chronopost, DPD, Colissimo Expert, Mondial Relay, UPS, etc.).
   
   
2. Delivery with signature
   Please send us within a maximum of 3 days (carrier acceptance times) after delivery of your order:
   1. A photo or scan of the handwritten declaration of 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 license) except for Chronopost.

CASE N°1 : Reversal of products) or order

Please inform us within a maximum of 7 days after delivery of your order:

1. A photo of each product received in error, with the barcode clearly legible and identifiable.
2. A photo of the entire order received in the original package
3. A photo of the shipping label on the package
   
   

CASE N°2 : Missing productss)

Please inform us within a maximum of 7 days after delivery of your order:

1. A photo of the entire order received in the original package
2. A photo of the shipping label on the package
3. A photo or scan of the declaration of non-possession of the productss) ( download here) filled in by your customer by hand, to be found at the end of the article.
   
   

CASE N°3 : Damaged/broken itemss

Please inform us within a maximum of 3 days (carrier acceptance time) 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 package
3. A photo of the shipping label on the package

If you encounter one of the three cases listed above, please send us the requested information to the address : [email protected] mentioning your order number in the subject line.

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 apologize in advance for any inconvenience caused.

Upon receipt of your order, you have a maximum of 30 days to return it. After this period, your return will not be processed or reimbursed.

Find our return and refund conditions here.

Find out how to return your order on our"Returns and Refunds Policy" page. 

We do not offer exchanges, but returns are free!
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 refunded!
• If you return an order for which you have paid shipping 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 according to our return conditions, your order will be refunded to the account with which you placed your order within a maximum of 14 days. It may take up to 5 working days before the amount is available on your payment method.
You will receive a confirmation e-mail once the refund has been processed.

Before contacting us, please first check the delivery date of your returned parcel at our warehouses using the tracking number. If you find that the 14-day deadline has passed and you still haven't received a refund confirmation by e-mail, pleasecontact us at .

ATTENTION: Any request sent before the maximum deadline will not be answered by us.

Several payment methods are available on our e-shop:

• American Express
• ApplePay
• Bancontact
• GooglePay
• Maestro
• Mastercard
• Paypal
• ShopPay
• UnionPay
• Visa
  
  

Payment must be made at once (except with PayPal, which offers the possibility of paying in 4X without charge) for the order to be validated and then processed.
It is not possible to pay in instalments or to pay after receipt of the order with a payment method other than PayPal.
Thank you for your understanding!

Here are our top tips for looking after your boots or sandals.

Gabylou declines all responsibility for any alteration, deterioration or modification of the appearance of its products resulting from the use of unsuitable maintenance or waterproofing products. The purchaser is solely responsible for the choice and application of these products. It is recommended to use only products specifically adapted to the materials concerned.

We don't have any physical Gabylou boutiques, nor do we currently have any plans to develop one.

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

Refer to our detailed size guide to find out your exact size.

What's more, the return is free, so it's worth a try.

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

Find out more on our"Reseller" page.

We renew our collection every year with new models and/or new colors.
However, certain models and/or colors may be renewed 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's out of stock may come back when a customer returns it.
Don't hesitate to come and have a look at our site from time to time!

When you fall in love with a pair, don't wait to place your order, or risk the pair being permanently out of stock.