Shopping for shoes online is always a gamble—especially when sizing and fit are so personal. I went into my purchase from GatsbyShoes.co optimistic. Unfortunately, what I got was a frustrating reminder of what e-commerce used to be like in the early 2000s—and not in a good way.

A Website Stuck in the Past

The Gatsby Shoes online shopping experience feels dated. The website lacks the modern UX features we’ve come to expect, and this becomes glaringly obvious once you try to navigate anything beyond placing an order.

The Return Policy: “Free & Easy” — Except It’s Not

GatsbyShoes proudly advertises free and easy returns. But here’s the reality:

  • No return instructions in the box or in your account portal.
  • No clear information on the website about how to initiate a return.
  • You must contact support just to figure out the next steps.
  • Surprise fees: Once you reach out, you’ll discover you’re on the hook for:
    • Shipping fees to return the product
    • A restocking fee

That’s right—free returns actually mean you pay for shipping plus a restocking fee.

“Drop-off Locations” = Misleading

They also claim to offer drop-off locations for returns, which sounds like you can avoid shipping costs, right? Not quite.

After pressing support for an answer, I learned that the so-called drop-off option simply means you can take your return to a FedEx location. That’s hardly a unique offering—every online return goes through FedEx or UPS. There’s no storefront or dedicated drop-off network—just the same shipping provider you’d use anyway, only now with extra fees.

Disappointing Products, Frustrating Experience

Sadly, the shoes themselves didn’t make up for the experience. I found:

  • Low product quality
  • Disappointing styling
  • A purchase experience full of friction

The entire process left a bitter taste. Getting shoes or clothes online should be easy—brands like Allbirds, Rothy’s, and others have set a standard for frictionless, customer-first returns. GatsbyShoes, by contrast, feels designed to make returning items as painful and expensive as possible.

Final Word: Don’t Go Down This Path

Shopping for shoes online requires trust, transparency, and great customer support. GatsbyShoes fails on all three. I, for one, will never shop there again—and I strongly encourage others to steer clear.