FAQ

Shoe 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 ranging from 36 to 45, depending on the model.

We create boot models with calf sizes ranging from XS to 6XL:
Slim calves --> 2 calf sizes; XS & S
Wide calves --> 6 calf sizes; XL, 2XL, 3XL, 4XL & VARIO 5XL/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 depending on the model and size. We recommend that you refer to the size chart in the photos describing each product.

You can find this information on our shipping / delivery page.

Find out more about the areas we deliver to on our  shipping / delivery page.

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

Is it not there? Have you entered the right email address? No typos? You can check this from your customer account.

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

We won't be able to help you without this information.

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 during transport

Please notify us of the loss of your order only if the time limits mentioned in our shipping/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.

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: [email protected], 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.

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.

Find out how to return your order on our "Return & refund" page.

We do not offer exchanges, but returns are free of charge.
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 you used to place your order within a maximum of 14 days. It may take up to 5 working days for the amount to be available on your payment method.
You will receive a confirmation email 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 have not received a refund confirmation by e-mail, please contact us.

ATTENTION: Any request sent before the maximum deadline will not receive a reply from us.

Several payment methods are available on our e-shop:

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

Payment must be made in one instalment (except with PayPal, which offers the option of paying in 4X free of 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 using a payment method other than PayPal.
Thank you for your understanding!

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

Gabylou declines all responsibility in the event of 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 that only products specifically adapted to the materials concerned are used.

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.

Find all the information on our ‘Reseller’ page.

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.