Our Promise to You
At Gentle Monster Eyewear, we stand behind every pair of glasses we sell. If you're not completely satisfied with your purchase, we'll make it right with our comprehensive refund and returns policy.
📅
30-Day Returns
Full 30 days to return your eyewear from delivery date
📦
Free Return Shipping
We cover return shipping costs for all eligible returns
🔄
Easy Exchanges
Quick and simple size or color exchanges available
💳
Fast Refunds
Refunds processed within 3-5 business days of receipt
Return Eligibility
To ensure the best experience for all our customers, returned items must meet the following criteria:
Eligible for Return:
- Items returned within 30 days of delivery
- Eyewear in original, unworn condition
- All original packaging, cases, and accessories included
- No scratches, damage, or signs of wear
- Original tags and protective films intact
- Prescription glasses with manufacturing defects
Not Eligible for Return:
- Prescription eyewear without defects (custom-made items)
- Items damaged by misuse or normal wear
- Eyewear returned after 30-day window
- Items missing original packaging or accessories
- Custom engraved or personalized eyewear
- Final sale or clearance items (where indicated)
Important: For prescription eyewear, we offer returns only in cases of manufacturing defects or incorrect prescription fulfillment. Please verify your prescription details carefully before ordering.
Return Process
How to Return Your Gentle Monster Eyewear
Follow these simple steps for a smooth return experience:
1
Contact Us
Email [email protected] or call our customer service within 30 days of delivery
2
Get Return Label
We'll email you a prepaid return shipping label and return instructions
3
Pack & Ship
Pack your items securely in original packaging and attach the return label
4
Get Refund
Receive your refund within 3-5 business days after we process your return
Refund Information
Refund Methods
Refunds are processed using the same payment method used for the original purchase:
- Credit/Debit Cards: 3-5 business days after processing
- PayPal: 1-2 business days after processing
- Bank Transfers: 5-7 business days after processing
- Store Credit: Instant credit for future purchases
Refund Timeline
| Return Type |
Processing Time |
Refund Timeline |
| Standard Return |
1-2 business days |
3-5 business days |
| Prescription Defect |
2-3 business days |
3-5 business days |
| Damaged Item |
Same day |
1-3 business days |
| Exchange |
1-2 business days |
Ship replacement immediately |
Partial Refunds
In certain cases, partial refunds may be issued for:
- Items with minor damage not disclosed during return request
- Items missing non-essential accessories (case, cloth, etc.)
- Returns processed after 30 days but within reasonable timeframe
Exchanges
We offer free exchanges for size, color, or style preferences within our return window.
Exchange Process:
- Contact our customer service to initiate an exchange
- Select your preferred replacement item
- Ship your original item using our prepaid return label
- Receive your new eyewear within 5-7 business days
Exchange Limitations:
- Exchanges must be for items of equal or lesser value
- Price differences for higher-value items must be paid separately
- Limited to 2 exchanges per original order
- Prescription exchanges only for manufacturing errors
Damaged or Defective Items
We take full responsibility for any manufacturing defects or shipping damage.
Immediate Resolution for:
- Items damaged during shipping
- Manufacturing defects or quality issues
- Incorrect prescription fulfillment
- Wrong items sent
What We'll Do:
- Provide immediate replacement at no cost
- Cover all shipping costs for returns and replacements
- Offer expedited shipping for replacements
- Provide full refund if replacement isn't possible
Damaged Items: Please contact us immediately upon receiving damaged eyewear. Take photos of the damage and packaging to help us improve our shipping process.
International Returns
Our return policy applies globally, with some regional variations:
Return Timeframes by Region:
| Region |
Return Window |
Processing Time |
| United States |
30 days |
1-2 business days |
| Europe |
30 days |
2-3 business days |
| Asia-Pacific |
30 days |
3-5 business days |
| Other Regions |
30 days |
5-7 business days |
International Return Shipping:
- Free return shipping labels provided for all regions
- Customs duties and taxes covered by Gentle Monster
- Tracking information provided for all international returns
- Local customer service support in major markets