Returns & Exchanges

Our goal is to ensure that our customers have a remarkable shopping experience with us at Gentle Monster. If you are not completely satisfied with your purchase online, please contact customer service for further assistance. A return request must be made, and product(s) must be shipped back to Gentle Monster USA Headquarters within 14 days from the recorded date of delivery. Products returned outside of the guidelines will not be accepted and returned to the original shipping address.
Gentle Monster is unable to accept returns or exchanges for all prescription lenses and customized frames, with or without prescription services.
How to receive a return label
  1. Go to [My account] - [My Order] - [View Order Details] and click the return button.
  2. If you purchased as a Guest, please go to [Track Your Order] and enter email address used for purchase & order number and click the return button.
  3. Choose the reason for the return and click submit.
  4. Shipping labels will be generated during normal business hours and emailed to the email address on file.
*Only orders within the contiguous U.S. are eligible for a free return shipping label. (Excludes AK and HI)
How to ship your product(s)
  1. Returning item(s) must include the following:
    • • All products must be in new and unused condition with the security tag attached and intact.
    • • RMA form must be filled out (located on the back of the order invoice)
    • • Authenticity Card and Barcode - must be identical to returning product(s)
    • • All original protective packaging, including the Gentle Monster complimentary box and case
    • • All items must match those identified in the return request
  2. Pack up your returning item(s) in any available box. (Please DO NOT use the FedEx plastic slip; It is not reusable)
  3. Use the label provided and drop your package off at the most convenient FedEx location. To locate the closest FedEx location near you, please click here , enter your home address and select the filters “Shipping Assistance” and “Hold/Pick up."
*If you don’t have access to a printer, you can print and return your package at the following locations: FedEx Office, FedEx Office at Walmart, and Walgreens.
Please note
  1. Anything returned outside the guidelines will not be accepted and will be shipped back to your shipping address.
  2. Online orders cannot be returned or exchanged at our flagship stores.
  3. We can only accept purchases made in and through the United States and Canada websites.
  4. The Gentle Monster Returns Department must first confirm that the product has been received before claiming ownership.
*If you have further inquiries, please contact the Gentle Monster Customer Service team at cs.us@gentlemonster.com
*For any assistance on orders made outside of the United States and Canada, please visit: https://www.gentlemonster.com/int/customercare/contact