Exchange

Product purchased online can not be exchanged and it may be returned and please place a new order.

Return

Return request must be made, and product(s) must be shipped back to Gentle Monster AU Headquarters within 14 days from the recorded date of delivery. Products returned outside of the guidelines will not be accepted and returned to the original shipping address.
Gentle Monster is unable to accept returns or exchanges for all prescription lenses and customized frames, with or without prescription services.

How to return

1. Go to [My account] - [My Order] - [View Order Details] and click the return button.
   *If you purchased as a Guest, please go to [Track Your Order] and enter email address used for purchase & order number and click the return button.
2. Choose the reason for the return and click submit.
3. Shipping labels will be generated during normal business hours and emailed to the email address on file.
   *Only orders purchased and delivered within Australia (AU) are eligible for a free return shipping label.
4. Pack up your returning item(s) and drop your package off at the most convenient 'Australia Post' location.

Please note

• Online orders cannot be returned or exchanged at our offline stores.
• We can only accept purchases made in and through the Australia website.
• Anything returned outside the guidelines will not be accepted and will be shipped back to your shipping address.
- The product you purchased can only be returned within 14 days from the recorded date of delivery.
- The product must contain all unused components.
- If the frame's lens is removed, it cannot be returned.
- if the certification label attached to the product has been removed, it cannot be returned.


If you have further inquiries, please contact the Gentle Monster Customer Service team at cs.au@gentlemonster.com