Customer Service.

Frequently Asked Questions

Find more answers to our most frequently asked questions.

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If you need to recover your password, please click "Recover Password" on the login page. To recover your ID, please send your name/contact number/email to service.int@gentlemonster.com, and we will help you verify your account.

When you click "Recover Password", but didn't receive a password reset email, contact our customer service team, and we will help you reset your account password.

You can update your account information by going to [Account > Profile > Edit Profile].
For changes to your name or date of birth, please contact us through the "Contact Us" section and we will assist you.

If you like to change your shipping address, please send your order number and the details that need to be corrected to service.int@gentlemonster.com. We will review your request and assist with the correction. However, please note that orders cannot be modified after they have been handed over to the courier.

Orders already created cannot be modified or moved to another account.

Deleted accounts cannot be restored, and all prior details are deleted. However, you can register again with the same email.

Contact our Customer Service team, and we'll help you reset your account password.

Guests can also place orders. However, if you register as a member later, your order history cannot be carried over.

Gentle Monster's Official Customer Service team is based in multiple countries. Please check the relevant contact information below before reaching out.

Other Regions
Email: service.int@gentlemonster.com
Call: +82 1600-2126

South Korea
Email: service.kr@gentlemonster.com
Call: +82 1600-2126

Mainland China
Email: service.cn@gentlemonster.com
Call: +86 400-606-7070

United States
Email: service.us@gentlemonster.com
Call: +1 213-726-0056

Canada
Email: service.ca@gentlemonster.com
Call: +1 437-466-0057

Japan
Email: service.jp@gentlemonster.com

Australia
Email: service.au@gentlemonster.com

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Is it possible to exchange or purchase a case?

The case is a component of the product and is not sold separately or provided additionally.

For products that will be available again soon, you can enter your email address on the product page to get updates. You will be notified by email when the product is restocked.

Please note that "Sold Out" means that the product has no additional production plan, and "Out of Stock" means the product is planned to be restocked. The restocking schedule may be delayed depending on operational and production circumstances.

"Sold Out" means that the product has no additional production plan, and "Out of Stock" means the product is planned to be restocked. The restocking schedule may be delayed depending on operational and production circumstances.

All Gentle Monster products are unisex.

Unfortunately, we are unable to check the inventory of our offline stores. However, you can contact the store directly to find out. You can find store contact information on our website under "Stores."

Gentle Monster provides the following services to prevent the spread of counterfeit products. A warranty card with a serial number is enclosed. Gentle Monster provides repair services anywhere in the world for genuine products purchased through our official online/offline stores and official retailers. Please search for your serial number below.

If the serial number appears to be invalid, please check the precautions below. If the error still occurs, please send a photo of the product and warranty card with its serial number to service.int@gentlemonster.com.

  • Please correctly enter the displayed serial number.
  • For the number '0', there is a (/) symbol inside.

If you visit a nearby Gentle Monster store and show us your product or purchase details, we can provide you with an additional glasses cleaning cloth.

Details can be found on the product page under Product Details.

For repair inquiries, please contact +82 1600-2126 or ps.int@gentlemonster.com.

After checking the precautions below, if the error still occurs, please send a photo of the product and warranty card with its serial number to service.int@gentlemonster.com.

  • Please correctly enter the displayed serial number.
  • For the number '0', there is a (/) symbol inside.

Gentle Monster offers a wide range of frame styles, including round, square, oval, cat-eye, goggle, and browline silhouettes. The collection is crafted from materials such as acetate, stainless steel, and titanium to ensure durability and comfort.

Gentle Monster provides lenses in grey, clear, tinted, gradient, mirrored, and functional photochromic options. All Gentle Monster lenses deliver the same level of UV protection regardless of their color or function.

Gentle Monster designs eyewear in diverse silhouettes to suit various face shapes and personal styles, including square, round, oval, cat-eye, goggle, and aviator frames.

All Gentle Monster sunglasses block 100% of UV rays. UV400 lenses are used across the collection, filtering both UVA and UVB light up to 400 nm.

Different silhouettes suit different face shapes: we recommend square frames for round faces to add definition, round frames for square faces to soften sharp angles, oval frames for long faces to create balance, and most shapes naturally complement oval face types.

For more personalized recommendations, please contact our Customer Service team through the “Contact Us” channel.

Blue light refers to blue-violet light from sunlight and digital screens, which may contribute to eye fatigue or affect sleep patterns with prolonged exposure. All Gentle Monster lenses include blue light protection, helping reduce strain for users who frequently use digital devices.

Tinted lenses refer to colored lenses other than grey, clear, or mirrored types. All tinted lenses from Gentle Monster offer the same UV protection as every other lens in the collection.

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Can I split my payment between multiple credit cards?

You can only use one credit/debit card per order.

  1. Your connection may have dropped during checkout.
  2. Your card may have been rejected due to the payment method. Please read the details below. If you can't pay with a card:
  • Please check if the card is valid.
  • Check if there is a credit card limit, or check your debit card balance.
  • Please check whether the card number, password, and expiration date have been entered correctly.
  • Please check if you have selected a valid card.

If you can't pay even after reading the above information, please contact +82 1600-2126 or service.int@gentlemonster.com

Please cancel and reorder via your preferred payment method by going to [Account > Purchases] You cannot cancel a payment after the status changes to "Payment completed."

Gentle Monster does not offer any discounts. All products are the same price.

When you place an online order, the sum total of your order is pre-authorized by your credit card provider, meaning that amount is reserved for your order. The pre-authorized amount is deducted from your credit card limit, but it will not be charged to your account until your order has been shipped. If you cancel your order before it ships, the amount will not be charged and the pre-authorization will no longer be valid. Please note that the pre-authorization is valid for at least 7 days, and the time it takes to cancel the pre-authorization differs for each bank.

※ Please contact the credit card company for the exact period.

Please ensure that the name on the card used for payment matches your own name. Also, please make sure that the address information is accurate. If you need to update the address, kindly contact us at service.int@gentlemonter.com.

For members, order details can be found under [Log In > Account > Recent Purchases].

For guests, order tracking is available through [Track Your Order] under the Customer Service menu. You can check your order status by entering the email address and order number used at the time of purchase. You can also view detailed order information, including your order number, in the confirmation email sent after your purchase or under [Account > Recent Purchases].

Shipping notifications are sent once the invoice has been issued, and it may take up to 24 hours for the tracking information to become available. Therefore, even if you have received a shipping notification, your package may still be in the process of being collected or transferred to the courier, and the actual tracking status may differ slightly. Thank you for your understanding.

Once the order has been placed, we cannot change the order information. Cancellations may only be requested only at the stage before “Ready to Ship.” Cancellation requests may be made via [Account > Purchases]. Please note that cancellations are not possible once the shipping process has begun. If your order is in the "Preparing to Ship" stage or a further stage, you must first receive your product and then return it.

You can find your order number in the email we sent you when you placed your order, or via [Account > Recent Purchases].

If you are a member, any products you add to your Shopping Bag will be saved permanently. Please note that if you are not a member, the products may be automatically deleted when you access the site again.

There may be purchase restrictions depending on the number of collaboration products or inventory.

All Gentle Monster products are sold only as complete units.

Shopping bags are not included when purchasing online. However, we offer a free gift-wrapping service for all online purchases.

When you shop at gentlemonster.com, you will receive your order in our gift-wrapped packaging, which includes a signature gift box. (Shopping bags are not enclosed.)

Simply select your product and click "Add to Bag."

We do not offer a product reservation service.

You will receive your order in the Gentlemonster.com signature box. You can find information on gift wrapping under Product Details on our website.

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I can't find my invoice.

The shipping notification is sent after the registration of the invoice, which is available after 24 hours. Therefore, even if you have received a shipping notification, your package may still be in the process of being collected or transferred to the courier. In this case, please note that the delivery status may differ slightly.

Delivery begins after export declaration, and the delivery period for each country is as follows.
Please view the shipping period for each region below:

  • Shipping to Asia: 1-3 business days
  • Shipping to Oceania: 1-2 business days
  • Shipping to Europe: 2-3 business days
  • Shipping to North America: 1-2 business days

If the order numbers are different, they will be delivered separately. Combined shipping is not possible.

Please send your order number and the details that need to be corrected to service.int@gentlemonster.com. We will review your request and assist with the correction. However, please note that orders cannot be modified after they have been handed over to the courier.

Please send a picture of the product you received and the warranty card along with your order number, name, and product name to service.int@gentlemonster.com and we will look into it.

Please send your order number, name, and a photo of the damaged part to service.int@gentlemonster.com and we will look into it.

Gentle Monster products are delivered via DHL.

Members can check their order status under [Account] > [Purchases] or via [Track Order], while non-members can log in with their email and order number via [Track Order]. For a better experience, we recommend signing up.

In order to investigate, please send your order number, name, and an explanation of the delivery status to service.int@gentlemonster.com.

The product price does not include tax, and duty fees will vary according to the conditions and tax policies of each country.
*If you choose the “Duties & Taxes Pay Later” option, please note that DHL will contact you to request payment for customs clearance once your shipment arrives in your country.

If the package is refused by the recipient or returned due to unpaid customs duties, please be advised that a refund will be processed excluding the international shipping fee from your original payment.

*Shipping to EU, Hong Kong, Malaysia, Switzerland, Thailand, and the United Kingdom: All prices shown on the website or app include all customs fees.

Unfortunately, we do not offer any express delivery services.

Please send your order number, name, product name, and photos of the product you received (including the warranty card, damaged part, or current delivery status) to service.int@gentlemonster.com, and we will look into it.

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How Do I Request a Return for Orders Placed on the SG and TW Websites?

Return requests must be submitted within 7 days of receiving your order. For return assistance, please contact us via the email address below and include your order number for reference.

SG: service.sg@gentlemonster.com
TW: service.tw@gentlemonster.com

Cancellation is only possible at the [Order Placed] stage. At the [Order Confirmed] stage, cancellation is not possible, and you may return the product after receiving it.

How to return an order
Please submit your return request form via [Account > Purchases] on the Gentle Monster website. Please pay the shipping fee when returning a product. You may use any shipping method, but DHL is recommended.
Return request form Please fill out the details on the return label, pack it together with the product, and send them to our warehouse.

  • Street: Deokpyeong-ro, Kendall Square, Building 8, Unit 120, 3rd Floor
  • Town: Baekam-myeon, Cheoin-gu
  • City: Yongin
  • Province: Gyeonggi
  • Country: South Korea
  • Zip code: 17172

When the product arrives at our warehouse, it will be refunded via the original payment method after the inspection is completed.

The refund period may vary depending on the credit card company. Credit card: 7 to 14 business days, but it may vary depending on the credit card company's refund policy.


※ Please contact the credit card company for the exact period.

There is no exchange system in our online store. Please return it and place another order.

You can only return orders purchased online to the online store. To exchange your product, you must return it and place another order.

You cannot return a product if any of the following apply.

  • The product you purchased can only be returned within 7 days of receipt.
  • The product must contain all unused components.
  • If the frame's lenses have been removed, the product cannot be returned.
  • If the certification label attached to the product has been removed, it cannot be returned.

Refunds are typically issued within 3-7 business days of product inspection. Depending on the processing time of your bank or credit card provider, it may take 7-14 business days for your refund to appear on your account. You will receive a refund via the payment method used in the original order.

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[How to Submit an Offline Product Service Request]

You can submit a repair request through Gentle Monster official offline stores (department stores, mall or flagship store).

  • *There may be limitations on the service If you do not have your warranty card, so please bring it with you. (If you don't have it, a receipt or proof of purchase will be accepted.)
  •  

[How to Submit an Online Product Service Request]

If visiting the offline store is difficult, you can proceed with the service request through our online platform. You can submit your request by going to [Explore]-[Services] on the top menu of our official website. Once your request is completed, you will receive instructions via email with the shipping address. Please send the product to the provided address using prepaid shipping.

The repair process you requested will proceed through the following steps:

1.Product Arrival Processing
Once the product arrives at the Product Service team, the arrival processing will be completed within 1-2 days.

2.Product Condition Check and Service Notification
After the product is processed, the physical condition of the product will be checked, and a service decision will be made based on your request.
The results of the inspection will be sent to you via email, which you registered during the request.
*The notification will include the expected completion date for the repair.

3.Repair Progress
Repairs will be carried out in the order the products are received. The product will be in a waiting or in-progress state until the repair is completed.

4.Repair Completion and Shipping Notification
Once the repair is complete, a final notification message will be sent when the product is shipped.

If the product is within the product service warranty period (24 months from the date of purchase), it can be repaired through part replacement for any damage or breakage. The fee will be 20% of the product's retail price.Depending on the situation, the extra fee may be up to 40% to 60% of the original product price.

If the warranty period has expired, please contact the Product Service team to inquire about repair possibilities.

Repair Services Provided by Gentle Monster's Product Service Team

① Part Replacement Repair
If the product is damaged or broken, the affected parts will be replaced with new components. This repair service also includes general care and maintenance. A fee equivalent to 20% of the product's retail price will be charged for part replacement. However, if any parts are missing, additional charges will apply. Depending on the situation, the extra fee may be up to 40% to 60% of the original product price.

  • ② Care Service
    A free total care service provided depending on the product and its condition.
    It includes polishing, fitting, cleaning, and screw replacement.

    [Polishing Repair Notes]
    Polishing repair involves smoothing out frame scratches and giving it a glossy finish, and it can only be done on acetate materials.
    The product name and brand engraving on the temple interior may be removed.
    Microcracks that were not visible before may be detected inside the frame.
  • ③ Partner Repair
    In plating repairs, the entire frame's plating is stripped off, and new plating is applied.
    All partner repairs are subject to final inspection by the headquarters' Product Service team before being shipped.

[Plating Repair Notes]
The brand and product name engravings may be removed.
Severe frame damage or dents may cause the surface to remain uneven or not completely smooth after plating.

Gentle Monster does not provide custom replacements or manufacturing during repairs.

For online purchases, the product will be shipped after being adjusted with a basic fitting before dispatch. However, due to environmental and temperature changes during shipping, there may be some misalignment or warping of the frame.

This is a natural occurrence due to the material’s characteristics. Once you receive the product, you can visit a Gentle Monster official offline store (department stores, malls, or flagship stores) to have the fitting adjusted.

Please note that some optical shops may charge an additional service fee, so we kindly ask you to keep this in mind. Additionally, please bring your warranty card when visiting.

If the product feels uncomfortable and does not fit your face properly, please visit a nearby Gentle Monster official store (department stores, malls, or flagship stores). Our fitting service will adjust the product to fit your face comfortably.

After we receive your product, we’ll email you the repair fee. Payment is online only via PayPal; in‑store payments aren’t available. Once payment is completed, we’ll proceed with the repair and ship your product.

We offer simple accessory repairs, such as nose pad and screw replacements, as well as fitting services. For repairs that cannot be handled in-store, we will assist you in submitting a request to be processed by the online Product Service team. Please remember to bring your warranty certificate when visiting the store.

Unfortunately, our repair services are only provided for our optical frames and our sunglasses. Gentle Monster does not offer repair services for the package components or accessories (including the box, case, or other included items). We appreciate your understanding.

We can assist with sending accessory parts (such as screws and nose pads), but this will be done after confirming the warranty card. However, we do not recommend self-repair, as there is a possibility of causing damage to the product.

*Please note that if any damage occurs during self-repair, parts replacement may be required, and additional charges could apply.

Gentle Monster provides a 24-month warranty from the date of purchase, offering free repairs for manufacturing defects or issues with the product. However, if the issue is not recognized as a quality problem by us, repair services may incur a charge, even within the warranty period.

When visiting a store or submitting a request online, please ensure to attach a photo of the warranty card or proof of purchase.

Gentle Monster strives to repair all of our customers' products as quickly and as accurately as possible. The location of the repair will be determined based on the repair method, and the repair time required for each location is as follows.

Headquarters: Within 10 business days from the date received at headquarters, up to 15 business days
Partner: Within 25 business days from the date of arrival at headquarters, up to 30 business days

The product service warranty period refers to a guarantee that repair services will be provided for 24 months from the date of purchase. However, even within the warranty period, repair fees may apply depending on the product's condition and the requested service.

After the warranty period has expired, repair services may be limited, and repairs may not be possible depending on the condition of the product.

When visiting a store or submitting a request online, please be sure to attach a photo of the warranty card or proof of purchase.

  • Timelines are based on business days, excluding weekends and holidays.

Simple repairs such as fitting adjustments and nose pad or screw replacements can be done at our overseas offline stores. If visiting a store is difficult or if you require services beyond simple repairs, the online Product Service team can assist with the process.
When visiting a store or submitting a request online, please ensure to attach a photo of the warranty card or proof of purchase.

It is possible to ship to an overseas address, and the shipping fee is free.
However, customs duties or taxes may apply according to the local customs laws, and these charges will be borne by the recipient.
Exceptions: Shipping may not be available to certain countries due to local conditions or regulations (e.g., Russia, Turkey, Vietnam).

If you contact us within one day of receiving the repair notification message, you can make changes or cancel the repair. Please reach out to us at the bottom of the official website.

Polishing, cleaning, and fitting services provided for product maintenance are provided free of charge. However, depending on the condition of the product, the repair may be converted to a paid repair or the product may be impossible to repair.

If you need to change your delivery address after submitting your request, please reach out via the contact form at the bottom of our official website.

  • Some sunglasses may have limitations for prescription lens processing due to design and structure, and customized products may not be repairable.

If an issue occurs after the repair and needs further attention, please visit a nearby offline store or contact us through the form at the bottom of our official website. We’ll help resolve it.

You can receive UV measurement and general care services by submitting a repair request on our official website and sending us your product.

The lenses don't seem to function as well as they did before. Could you inspect them?
 

You can receive UV measurement and care services by submitting a service request at a nearby Gentle Monster official offline store or by sending the product through [Explore] on our official website.

You can receive UV measurement and care services by submitting a service request at a nearby Gentle Monster official offline store or by sending the product through [Explore] on our official website.

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How can I maintain Gentle Monster acetate frame sunglasses and optical glasses for long-term use?

Acetate frames are sensitive to temperature, and prolonged exposure to direct sunlight or high temperatures (such as inside a vehicle) may cause deformation or discoloration.
Please store your frames in a cool place.

Additionally, leaving the frame exposed to oil or moisture for long periods may cause whitening (blooming) to occur more quickly.
We recommend regularly wiping off moisture and oil using a microfiber cloth.
Please avoid using cleaners that contain alcohol.
Over long-term use, the surface may become cloudy and lose its shine. In such cases, please request polishing services at a Gentle Monster directly operated store or an optical shop.

If metal frames are exposed to oil or moisture for extended periods, the plating may peel.
After use, please wipe the product with a microfiber cloth and store it in a dry place.

Lenses are sensitive to alkaline substances, so avoid using soap or detergent containing alkaline components.
When cleaning the lenses, hold the surrounding frame and gently wipe the surface with a microfiber cloth.
Applying excessive force can deform the frame or damage the lens coating, so please clean with care.

*Ensure the lens surface does not come into contact with any hard surfaces.
*When storing in a case, wrap the lenses with a microfiber cloth to prevent scratches.
*Avoid storing your eyewear inside a vehicle, as high temperatures can damage the lens coating or deform the frame.
*After wearing your eyewear at the beach or swimming pool, saltwater or chlorine can leave water spots on the lenses or corrode the metal parts. Be sure to dry the product immediately with a clean microfiber cloth.
*For light-colored acetate frames, be cautious of color transfer from dyed fabrics or dyed hair.

Wearing the frame without lenses for an extended period may cause deformation.
We recommend wearing the product with lenses inserted to maintain its original shape.

*Always hold the front of the frame with both hands when putting on or taking off the eyewear to avoid distortion.
*Avoid contact with chemical substances such as sunscreen, hairspray, hand sanitizer, or nail polish remover, as they may damage the frame or lenses.

The UV protection in Gentle Monster sunglasses lenses generally lasts for about two years with everyday use. The actual duration may vary depending on how often the eyewear is exposed to strong sunlight, as UV performance gradually decreases with repeated exposure. We recommend checking your lenses periodically to ensure they continue to provide reliable protection.

Gentle Monster’s mirrored lenses feature a reflective coating that creates a mirror-like finish. This coating is sensitive to friction and heat. We recommend rinsing the lenses with running water, wiping them with a soft cloth, and storing them in a protective case away from high-temperature environments.

For more information, you can download the product manual by clicking link and read it offline

Feel free to contact us

If you have any further questions or need any other assistance, please contact us via email or by phone.

Please explain why you’re getting in touch.

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