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Repair Service Request

Gentle Monster offers worldwide repair services for genuine products through our website as well as our flagship stores.

1) Store Locations : Repair requests made through any Gentle Monster location (Flagship stores, mall locations) or at authorized stockists (Check Gentle Monster locations / authorized stockists)
• All requests received through Gentle Monster locations will be serviced by the Repair Department.

2) Online : Repair requests shipped by mail (Request Repair)
• Products must only be shipped after submitting a request online and Customer Service has contacted you with more information regarding the repair.
• Once you’ve received an email, carefully package your product(s) along with any additional information and ship it to us.
• Send us your product(s) with the carrier of your choice. Gentle Monster will provide return shipping for all completed repairs.

For Repair service request please feel free to contact our Online Customer Service
– WhatsApp on Tel. +971 56 682 5100 Or Email us at - customer.service@gentlemonster.me
Repair Timeline
Repairs are processed in the order they are received, and completion times may vary depending on the type and location of repair.

1) Gentle Monster USA : 7-14 business days front the date it was received
2) Gentle Monster HQ : 10-15 business days from the date it was received (only shipped after prior consent)
Repair Cost
All repair costs will be calculated by the Repair Department, depending on different factors.
(present condition of product, warranty period, product defects – if applicable)

1) Major Part : 20% of Retail Price on each part
• Front / Temple(s) / Lens
* Temple/Lens : one rate for either a single or pair

2) Minor Parts : Free-of-Charge
• Trim / Nose Pad / Screws / Temple Tips

3) Care : Free-of-Charge
• Fitting / Polishing / Cleaning
Payment Methods
Payment methods may vary depending on the choice of delivery method.

1) Home (Ship to customer) : PayPal
2) Store Pick Up : PayPal
*Repairs will begin only after the payment has been completed. Completed repairs will be shipped to the customer within 7-14 business days
Product Service Updates
All updates regarding the repair will be notified via email. If you would like to receive a phone call, please let us know during the initial request.

If an item is not an authentic Gentle Monster product, we will have to respectfully decline the repair service and the item will be shipped back to the customer at the customer’s expense.