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).
    • • 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 provide return shipping for all completed repairs.

Repair Period

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)

* Dates exclude weekends and holidays

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. Parts Replacement
    • 1) 20% of the retail price is charged.
    • 2) If some part is missing, the cost for the missing part will be added to the charge.
    • 3) Our consumable parts replacement service is provided free of charge. However, if the consumable parts is out of stock, the replacement service may be limited.
  2. Product care
    • 1) Polishing, cleaning, and adjustment services are provided free of charge.

Payment Methods

Payment methods may vary depending on the location of repair.

  • 1) Gentle Monster USA : SHOPIFY
  • 2) Gentle Monster HQ : PAYPAL
*Invoice will be sent in USD after receiving.
*Repairs will begin only after the payment has been completed.

Product Service Warranty

GENTLE MONSTER guarantees repair and care service for 24 months from the original purchase date.Even within the warranty period, charges may apply, and we offer best solutions to resolve any product issues that may arise during use.
You can request product service after the warranty period has expired, but certain services may be limited depending on the product condition.


GENTLE MONSTER guarantees warranty period for 24 months from the original purchase date.
The warranty period covers any manufacturing defects or issues with the product. To apply the warranty, Product Service Team may need to verify the defect through a process.
The warranty may not be applicable if the purchase documentation provided at the time of purchase, such as the Authenticity Certificate Card or purchase receipt, cannot be verified.

If you have any inquiries of warranty, please feel free to contact Product Service Team.