Refund & Returns Policy

Return Policy Overview

At Gentle Monster Rosy, we stand behind the quality of our premium eyewear. We offer a comprehensive return policy to ensure your complete satisfaction with every purchase.

Eligibility Requirements

Items Eligible for Return:

• Sunglasses and optical frames in original, unworn condition
• Items with original packaging, case, and cleaning cloth
• Products with proof of purchase (order confirmation email)
• Items returned within 30 days of delivery date

Items NOT Eligible for Return:

• Prescription lenses or customized eyewear
• Items showing signs of wear or damage
• Products without original packaging or accessories
• Items returned after 30-day window
• Final sale or clearance items (clearly marked)

Return Process

How to Initiate a Return:

1. Contact Us: Email [email protected] with your order number and reason for return
2. Return Authorization: We'll provide you with a return merchandise authorization (RMA) number
3. Package Your Item: Securely pack the item with all original accessories and packaging
4. Ship the Return: Use the prepaid return label we provide (for eligible returns)
5. Processing: Allow 5-7 business days for processing once we receive your return

Refund Information

Refund Timeline:

• Processing: 5-7 business days after we receive your return
• Credit Card: 3-5 business days to appear on your statement
• PayPal: 1-2 business days
• Bank Transfer: 5-10 business days

Refund Method:

Refunds are processed to the original payment method used for the purchase. We cannot issue refunds to different payment methods or accounts for security reasons.

Partial Refunds:

In certain situations, partial refunds may be granted for items that show minor wear or are missing non-essential accessories. We will contact you before processing any partial refund.

Gentle Monster Return Policy In Store

Prefer to handle your return in person? Eligible items can be returned or exchanged at participating Gentle Monster Rosy boutiques within 30 days of delivery or purchase, provided they meet our condition and packaging requirements. No RMA is needed for walk‑in returns. Our team will assess the item on the spot and, when approved, process a refund to the original payment method or complete an exchange during the same visit.

• Bring the item in original, unworn condition with case, cloth, and packaging
• Proof of purchase (order confirmation email or store receipt)
• Original payment card used for the transaction
• Valid government‑issued photo ID (for verification and loss‑prevention)

What to expect: After inspection, exchanges are issued immediately based on in‑store availability. Refunds to cards are initiated at checkout (most banks post within 3–5 business days). If the original card or account is unavailable, a store credit may be offered per local policy.

• Online orders: Accepted for in‑store return in the same country of delivery within 30 days.
• Gifts: With a gift receipt, you may exchange or receive store credit for the item’s value.
• Authorized retailers: Purchases from third‑party stockists must be returned to the original point of sale; our boutiques cannot process those returns.
• Exclusions: Final sale/clearance items, prescription lenses, and customized eyewear are not eligible in store.

This in‑store return policy applies only to purchases made directly from Gentle Monster Rosy. For clarity on eligibility and timelines, please refer to the Gentle Monster return policy in store details above or contact your nearest boutique for availability and hours.

Exchanges

We offer exchanges for different sizes or styles within the same price range. For exchanges:

• Follow the same return process and indicate you want an exchange
• Specify your preferred replacement item
• We'll ship your exchange once we receive and process your original return
• Price differences may apply for upgraded items

Defective or Damaged Items

If you receive a defective or damaged item:

• Contact us immediately with photos of the damage
• We'll expedite a replacement or full refund
• Return shipping is always free for defective items
• We may provide a prepaid return label or arrange pickup

International Returns

For international customers:

• Return shipping costs are the customer's responsibility
• Customers are responsible for any customs duties or taxes on returns
• Processing time may be extended due to international shipping
• We recommend using tracked shipping for returns

Lost or Stolen Packages

For packages marked as delivered but not received:

• Check with neighbors and building management
• Contact us within 48 hours of the delivery date
• We'll work with the shipping carrier to investigate
• Replacement or refund provided once investigation is complete