Frequently asked questions
We have listed the answers to the most frequently asked questions below. If you can’t find the answer you’re looking for, please contact our Customer Service department.
Products and inventories
Galibier shoes have a normal fit which is suitable for most feet. If you wear size 42, please select size 42 for your pair of Galibiers. If you are hesitating between two sizes, we advise you to choose the smaller size and remove the volume reducer located in the shoe (Super Rando model only).
If an item is out of stock, you can sign up for our availability alert on the product page concerned. This will alert you by e-mail once the product is available again.
Customer account
You can create your account by clicking on “My account” in the header of our website. From here you can access all the information we share with you and keep track of your personal details, purchases, returns and repairs.
By joining Club Galibier, you’ll have early access to content linked to the brand’s revival and new products. You can register by clicking here.
You can reset your password by clicking on “My account” in the header of our website and then “Forgot your password”. Your e-mail address will be required to renew your access.
You can change your personal information directly in your space, from the “My personal information” tab.
You can retrieve your personal information by sending us a request by clicking here.
You can unsubscribe from our newsletter directly at the bottom of our communications by clicking on the link provided.
Online ordering
Delivery is currently possible to 212 countries; the countries available are automatically displayed when you make your purchase.
If you are liable for duties and taxes on delivery, we will inform you before you pay for your order.
The delivery time for your order varies between 2 and 5 working days, subject to customs clearance. Delivery charges may be waived for orders over a certain amount, depending on the country of delivery (the free delivery threshold is indicated at the foot of the website page and when you validate your basket). Below this amount, delivery charges will be applied, depending on the option chosen.
We offer several payment methods to suit the preferences of each of our customers. You will find these payment methods when validating your basket. Payments by cheque or bank transfer are not accepted.
The payment system we provide is completely secure and complies with all regulations.
If your payment is refused, please contact our customer service department so that we can inform you of the reason for the refusal.
A confirmed order cannot be cancelled. However, if you simply call Customer Services, we can try to cancel your order if it has not yet been dispatched. Our customer service department can be contacted on +33 4 85 40 00 38 or via the form available by clicking here.
Depending on the destination country, we offer several delivery options: express delivery, standard delivery or delivery to a collection point with signature. DHL is our partner for all shipments.
You can check that your order has been registered by going to your customer area, “My orders” tab. A confirmation e-mail will also be sent to you to let you know that your order has been registered. Once your order has been dispatched, you can track the status of your order from your customer area or directly on the carrier’s website using the tracking number sent to you by e-mail.
Delivery is against signature. The day before delivery, you will receive a message from the carrier indicating the delivery slot. If this is not convenient for you, you will be able to choose another delivery option (date or place).
Returns and refunds
You may return part or all of your order free of charge within 31 days of delivery. As soon as our logistics department has received your return, we will issue a credit note or refund your order.
Direct exchanges are not possible. For orders delivered in France or Belgium, you can choose between a refund or a credit note valid for one year.
For orders delivered to other countries, only a refund is available.
As soon as our logistics department has received your return, we will initiate the refund of your order. This time depends on the carrier responsible for delivery (approximately 3 working days).
Warranty and repair
The manufacturer’s warranty is 2 years from the date of purchase. If you buy from our website www.galibier.com or register your purchase with a retailer, you will benefit from a 1-year manufacturer’s warranty extension.
You can activate your extended warranty by completing the form available by clicking here.
There are several options for diagnosing the repairs needed to extend the life of your shoes:
- Contact our customer service department by clicking here.
- Take your pair of shoes to one of our approved shoemakers, who will be able to carry out the necessary repairs. Find your nearest cobbler by clicking here.
