Refund & Returns Policy
Your satisfaction is our priority. Learn about our comprehensive return and refund procedures for all Gentle Monster eyewear purchases.
Return Window & Eligibility
We want you to love your Gentle Monster eyewear. If for any reason you're not completely satisfied with your purchase, you may return eligible items within 30 days of delivery for a full refund or exchange.
Eligible Items
- Sunglasses and optical frames in original, unworn condition
- Items with original packaging and all accessories included
- Products with original tags and protective films intact
- Cases, cleaning cloths, and documentation included
Important Note
Custom prescription lenses and personalized items are final sale and cannot be returned unless defective.
Return Process
Returning your Gentle Monster eyewear is simple and hassle-free. Follow these steps for a smooth return experience:
Receive Authorization
We'll provide you with a Return Merchandise Authorization (RMA) number and return instructions.
Package & Ship
Carefully package your item with all original accessories and ship using our prepaid return label.
Processing
Once received, we'll inspect your return and process your refund within 3-5 business days.
Refund Information
Refunds will be processed to your original payment method within 3-5 business days after we receive and inspect your returned item.
Refund Timeline by Payment Method
- Credit Cards: 3-5 business days (may take up to 2 billing cycles to appear)
- PayPal: 1-3 business days
- Debit Cards: 5-10 business days
- Bank Transfers: 5-7 business days
Refund Policy
Original shipping fees are non-refundable. Return shipping is free when using our prepaid return label. If you choose to use your own shipping method, those costs are not reimbursable.
Exchanges
We're happy to exchange your item for a different size, color, or style. Exchanges follow the same 30-day return window and eligibility requirements.
Exchange Process
- Contact us to initiate an exchange request
- Return your original item following our return process
- We'll ship your new item once the return is processed
- Any price difference will be charged or refunded accordingly
International Returns
International customers can return items following the same 30-day policy. However, international return shipping costs are the responsibility of the customer unless the item received was defective or incorrect.
International Return Requirements
- Items must be returned from the same country where they were delivered
- Customs forms must be accurately completed
- Tracking information must be provided
- Additional customs or duty fees may apply and are non-refundable
Defective or Damaged Items
If you receive a defective or damaged item, we'll make it right immediately. Contact us within 48 hours of delivery for priority handling.
Defective Item Process
- Document the defect or damage with clear photos
- Contact our customer service team immediately
- We'll arrange expedited replacement or full refund
- Return shipping is fully covered by us
Quality Guarantee
All Gentle Monster products come with our quality guarantee. Manufacturing defects discovered within 12 months of purchase will be repaired or replaced at no cost to you.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned:
- Items returned after 30 days from delivery
- Prescription lenses (unless defective)
- Items showing signs of wear or damage
- Products missing original packaging or accessories
- Items with removed or damaged authenticity labels
Need Help with Your Return?
Our customer service team is here to assist you Monday through Friday, 9 AM - 8 PM EST.
Email: [email protected]
Please include your order number and detailed description of your request for faster processing.