Refund Policy
Return Period: You have 30 days from the date you receive your order to request a return or exchange.
Eligibility:
- For a return or exchange to be eligible, items must be in the same condition as when received: unworn/unused, with tags, and in the original packaging.
- You must include the order number, or other information about the order to allow us to locate the order, on the shipping label or in the return.
- We do not accept returns on perishable goods, custom products, personal care goods, hazardous materials, flammable liquids/gases, sale items, or gift cards.
Initiating a Return:
Returns must be pre-approved. Unapproved returns will not be accepted. Returns requiring a signature upon pickup may impede the process and are not advised.
- Use our return portal at https://gatsbyshoes.co/a/returns to start your return.
- Provide the order number and email address used to place the order.
- Customers are responsible for return shipping costs.
- All return must include the RMA number on the return label or in the order. Failure to do so may result in us being unable to locate the return and unable to process the refund/replacement
- Please log back into the return portal once you ship your return and provide us with the tracking number for the return to allow us to accurately track the return to prevent lost shipments or delays.
Return Address: We accept returns from any location, but our return centre is based in the USA. We provide the return address once your return request has been approved for return.
Inspection and Processing Time:
- After receipt, the inspection to confirm the quality of the product may take up to 2 weeks, though it's normally much faster.
- Once the inspection is completed, refunds take 5-7 working days to be reflected in the original payment method.
Damages and Issues: Should your item arrive defective, damaged, or if you receive the wrong item, contact us immediately at support@gatsbyshoes.co to address and resolve the issue.
Exchanges: Instead of direct exchanges, we ask customers to return the unwanted item and then proceed to order the new item separately.
Refunds: All refunds, including those for returned items that pass the inspection and are within the 30-day return window, as well as other refundable transactions, are issued on Mondays. A 10% administration and restocking fee, based on the base product cost before discounts, will be deducted.
Cancellation Policy:
- Orders can be cancelled within one hour of placement without a fee.
- After one hour, cancellations are subject to a 10% administration and restocking fee, based on the base product cost before discounts.
For any questions or concerns about your return or refund, please don't hesitate to contact us at support@gatsbyshoes.co.