Repair Service Guide

Repair Service Request

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

  1. 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. 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 prodvide return shipping for all completed repairs.

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. 1) Gentle Monster USA : 7-14 business days from the date it was received
  2. 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. 1) Major Part : 20% of Retail Price for each part
    • Front / Temple(s) / Lens
  2. 2) Minor Parts : Free of charge
    • Trim / Nose Pad / Screws / Temple Tips
  3. 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) : SHOPIFY
  • 2) Store Pick Up : SHOPIFY
*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

Customers will be notified via email of all updates regarding the repair. 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.