Shipping labels for returns are generated during normal business hours. Return requests submitted outside of business hours will be addressed the following business day (Monday).

Gentle Monster does not provide shipping labels for Canadian customers. Please use a shipping method of your choice to return your order. If you are using Canada Post please see the instructions on the Canada Post web site under "If the retailer doesnI't pay postage for return shipping." Our Return department shipping address is:
Gentle Monster USA
ATTN: Returns Department
2211 E Howell Ave.
Anaheim, CA 92806

Once the package has left our facility, we are unable to adjust the delivery address. However, you can contact FedEx and request that it be held at one of their pick up locations.
You can do this by calling FedEx (1-800-463-3339) or requesting it on the website.

Orders are eligible for return within 14 days of your recorded delivery date. Returned products must be in new, unused, unaltered condition with all tags and stickers attached. Gentle Monster will not accept products returned outside of these guidelines.

We are not accepting exchanges at this time. Instead, please return your frames and place a new order.

Refunds are processed within seven business days of receiving the returning item. Please note that the processing times may vary depending on your banking institution.

Returns purchased online must be returned online, and purchases from our Flagship locations must be returned to a Flagship location.

If you checked out as a Guest, please navigate to the bottom of our home or login page and select "Track Your Order". Then, input the email address that was used to place your order and the order number in the boxes provided. You can then click "Login". You will be able to view your order and there will be a box labeled "Return". You can select this box and fill out the return reasons. If this option does not appear, please contact customer service to initiate your return request, and include the return reason.

The original payment method used to place your order will reflect the refund within 5-7 business days depending on your bank's processing time.

Cancellation is possible during the stages [Order received] and [Payment completed] in Order details.
It is not possible to cancel the order in the [Ready to delivery] stage, but you can return the product.