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 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.

Once the package has left our facility, we are unable to adjust the delivery address. However, you can contact 'Australia Post' and request that it be held at one of their pick up locations. You can do this by calling 'Australia Post' or requesting it on the web site.

Orders are eligible for return within 14 days of your recorded delivery date. Returned products must be in new, unused, unaltered condition with all tags and stickers attached. Gentle Monster will not accept products returned outside of these guidelines.

We are not accepting exchanges at this time. Instead, please return your frames and place a new order.

Refunds are processed within 14 days of receiving the returning order. Please note that the processing times may vary depending on your banking institution.

Returns purchased online must be returned online, and purchases from our Flagship locations must be returned to a Flagship location.

If you checked out as a Guest, please navigate to the bottom of our home or login page and select "Track Your Order". Then, input the email address that was used to place your order and the order number in the boxes provided. You will be able to view your order and there will be a box labeled "Return". You can select this box and fill out the return reasons. If this option does not appear, please contact customer service to initiate your return request, and include the return reason.

The original payment method used to place your order will reflect the refund within 5-7 business days depending on your bank's processing time.

Cancellation is possible during the stages [Order Confirmed] in Order details.
It is impossible to cancel the order in the [Preparing Order] stage, but you can return the product after you receive the order.