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
• All requests received through Gentle Monster locations will be serviced by the Repair Department.

2) Online : Repair requests shipped by mail (Request Repair)
• Carefully package your product(s) along with any additional information and ship it to us.
• Send us your product with the carrier of your choice. Gentle Monster will provide return shipping for all completed repairs.
• Products must be shipped only after submitting a request online.
Repair Timeline
Repairs are processed in the order they are received, and completion times may vary depending on the type and location of repair.

- Gentle Monster HQ : 10-15 business days from the date it was received
- Factory Repair : 25-30 business days from the date it was received
* Dates exclude weekends and holidays
* You will be notified beforehand if any changes occur
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
• Front / Temple(s) / Metal Frame / Clip / Accessory
* when the front needs to be replaced, the lens (which is a component include in the front frame) is replaced together.

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.

- Paypal
- Alipay
* 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.