Refund & Returns Policy

30-Day Return Policy

At Gentle Monster Los Angeles, we want you to be completely satisfied with your purchase. We offer a comprehensive 30-day return policy for all genuine Gentle Monster eyewear purchased through our store.

Return Process

Our streamlined return process ensures your experience is as smooth as possible:

Return Conditions

To ensure the best experience for all our customers, returned items must meet the following conditions:

Acceptable Returns

• Items returned within 30 days of purchase date
• Products in original, unworn condition
• All original packaging, tags, and accessories included
• Valid proof of purchase (receipt or order confirmation)
• No damage, scratches, or modifications to the product

Non-Returnable Items

• Prescription eyewear with custom lenses
• Items damaged by customer misuse or negligence
• Products without original packaging or accessories
• Items purchased with special promotional offers (case by case basis)

Refund Information

Refunds will be processed to the original payment method. In cases where the original payment method is no longer available, we may issue store credit or process the refund through an alternative method.

Exchange Policy

We gladly accept exchanges for different sizes or colors of the same model, subject to availability:

• Same 30-day timeframe applies to exchanges
• Price differences will be refunded or charged accordingly
• Exchange shipping is complimentary within Los Angeles
• International exchanges may incur additional shipping costs

Size Exchange Guide

Not sure about the fit? Our size exchange service ensures you get the perfect fit for your Gentle Monster eyewear:

• One free size exchange per purchase
• Must be within 30 days of original purchase
• Original item must be in perfect condition
• Subject to inventory availability

Defective or Damaged Items

If you receive a defective or damaged item, we will make it right immediately:

• Contact us within 48 hours of receiving damaged goods
• Provide photos of the damage or defect
• We'll arrange immediate replacement or full refund
• Expedited shipping at no additional cost

Returns When I Bought In Store

If you made your purchase at our Los Angeles showroom, returning or exchanging your eyewear is simple. Bring the item and proof of purchase to our service counter, or contact us to complete the process by mail if you can’t visit in person. The same 30‑day window and condition requirements apply to all in‑store purchases.

• Proof of purchase: Present your original receipt (paper or digital). No receipt? We can attempt a POS lookup using the last four digits of your payment card, purchase date/time, full name, and a valid photo ID. Gift returns without a receipt are eligible for exchange or store credit at the current price.
• Refund method: Cash purchases are refunded in cash; card purchases are refunded to the original card (typically 5–7 business days). If the original card isn’t available, we can issue store credit. Refunds can’t be sent to a different card.
• Condition checklist: Frames must be unworn and unmodified, with case, cleaning cloth, tags, authenticity card, and all accessories included. Lenses and frames should be free of scratches or signs of wear. Custom prescription lenses are not returnable.
• Exchanges: Same‑day exchanges are available in store when inventory allows. Price differences will be charged or refunded. If you prefer to exchange by mail, we provide complimentary return shipping within the Los Angeles area.
• Can’t come back to the store? Email [email protected] with your receipt photo, model/SKU, and reason for return. We’ll send a prepaid label and step‑by‑step instructions.

If you’re thinking “i bought in store” but need flexibility, choose store credit at return and receive 110% of your original purchase value, with no expiration—perfect for trying a new style when it’s available.

International Returns

For our international customers, we've streamlined the return process:

• All international returns must be declared properly for customs
• Customer responsible for any customs fees or duties
• Original shipping costs are non-refundable for international orders

Store Credit Options

Choose store credit for added flexibility and benefits:

• Receive 110% of original purchase value as store credit
• No expiration date on store credit
• Can be used for future purchases or combined with promotions
• Transferable to family members or friends

Store credit is issued as a digital voucher code that can be used online or in-store. This option is perfect for customers who want to try a different style or wait for new arrivals.