Refund & Returns Policy
Our Return Promise
At Gentle Monster Japan, we stand behind the quality of our premium eyewear. We understand that choosing the perfect sunglasses or optical frames is an important decision, and we want you to be completely satisfied with your purchase.
30-Day Return Guarantee
We offer a hassle-free 30-day return policy on all our products. If you're not completely satisfied with your purchase, you can return it for a full refund or exchange within 30 days of receipt.
Return Conditions
To ensure a smooth return process, please make sure your items meet the following conditions:
- Time Limit: Returns must be initiated within 30 days of delivery
- Condition: Items must be in original, unused condition
- Packaging: All original packaging, cases, and accessories must be included
- Tags: All original tags and labels must be attached and undamaged
- Prescription Lenses: Custom prescription glasses cannot be returned unless defective
- Limited Editions: Special collaboration items may have different return policies
How to Return Your Items
Easy 4-Step Return Process
Contact Our Team
Email us at [email protected] with your order number and reason for return. We'll provide you with a prepaid return label within 24 hours.
Package Your Items
Carefully pack your items in the original packaging with all accessories, cases, and documentation included.
Ship Your Return
Attach the prepaid return label to your package and drop it off at any authorized shipping location or schedule a pickup.
Receive Your Refund
Once we receive and inspect your return, we'll process your refund within 3-5 business days to your original payment method.
Refund Information
Processing Time
Refunds are typically processed within 3-5 business days after we receive your returned items. Please allow an additional 2-7 business days for the refund to appear in your account, depending on your payment method and financial institution.
Refund Method
Refunds will be issued to the original payment method used for your purchase. If you paid with a credit card, the refund will appear as a credit on your statement. For PayPal payments, the refund will be credited to your PayPal account.
Shipping Costs
We provide free return shipping labels for all returns within Japan. Original shipping costs are non-refundable unless the return is due to our error or a defective product.
Exchanges
We're happy to exchange your items for a different size, color, or style. To request an exchange, simply follow the return process above and specify that you'd like an exchange instead of a refund. Once we receive your original item, we'll ship your replacement at no additional charge.
Exchange Availability
Exchanges are subject to inventory availability. If your preferred exchange item is out of stock, we'll contact you with alternative options or process a full refund if preferred.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We'll arrange for immediate replacement or full refund, including return shipping costs.
Quality Guarantee
All Gentle Monster products come with a quality guarantee. If you experience any manufacturing defects or quality issues within 12 months of purchase, we'll repair or replace the item free of charge.
Special Circumstances
Custom and Prescription Items
Custom prescription lenses and personalized items cannot be returned unless they are defective or incorrectly made. We'll work with you to ensure your prescription glasses meet your exact specifications.
Limited Edition Collections
Items from special collaborations (such as Jennie x Gentle Monster, Maison Margiela collections) may have modified return policies due to their exclusive nature. These policies will be clearly communicated at the time of purchase.
Sale Items
Items purchased during sales or with promotional discounts are eligible for returns under the same 30-day policy. Refunds will be processed for the amount actually paid.
Need Help with Your Return?
Our customer service team is here to help make your return process as smooth as possible.
Email: [email protected]
Response Time: Within 24 hours
Service Hours: Monday-Friday, 9:00 AM - 8:00 PM JST
Last Updated: January 2025
This return policy is subject to change. Any updates will be posted on this page with the revision date. For questions about this policy, please contact our customer service team.