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Online ReturnsAt Gentle Monster, we pride ourselves on the quality of our merchandise and customer service. Our online and retail stores handle returns on a case-by-case basis with the ultimate objective of ensuring that our customers are satisfied with their experience. In the case that you are not completely satisfied with your purchase online or in-stores, please proceed with the steps below:
Frequently Asked Questions
When will (STYLE) be back in stock?Our stock levels can vary based on seasonality and demand. Unfortunately, we are not always able to predict which styles will sell out. To be updated as soon as we restock, we recommend customers to sign up for a back-in-stock e-mail.
Can I return or exchange my online order to a Flagship Store?Unfortunately, at this time, we cannot process the return of online orders at our Flagship Stores. However, return packages may be dropped off to the Los Angeles store at 816 S. Broadway and will be processed by our Return Department in 3-5 business days, subject to the aforementioned return policy.
Does Gentle Monster offer exchanges?We do not currently offer exchanges on products purchased through our official online store in the United States. If you wish to purchase a different product, please follow the return procedure for your initial order and simply place a new order for your desired pair.
What can I do if my package arrives damaged or is lost in transit?If your package arrives damaged or gets lost in transit, please contact us at email@example.com with your order number. Our Customer Service support team will guide you through the lost package claim procedure, so we can move forward with the appropriate next steps.
How long does it take to process my refund?After your return package arrives to our facilities, it takes 3-5 business days to process your refund. Please allow up to 2 weeks for your bank institution to clear the payment and reflect it on your bank statement.