Refund & Returns Policy

To be eligible for a return, your glasses or sunglasses must meet the following conditions:

• Items must be returned within 30 days of the original purchase date
• Products must be in original, unworn condition
• All original packaging, including cases, cleaning cloths, and documentation must be included
• Items must not show signs of wear, scratches, or damage
• Prescription lenses cannot be returned unless there was an error in our processing
• Custom or personalized eyewear is non-returnable unless defective

Follow these simple steps to start your return process:

• Step 1: Contact our customer service team at [email protected]
• Step 2: Provide your order number and reason for return
• Step 3: Receive your prepaid return shipping label within 24-48 hours
• Step 4: Package items securely in original packaging
• Step 5: Attach the return label and drop off at any authorized shipping location

Once we receive your returned items, our team will inspect them within 2-3 business days. Here's what happens next:

• Approved returns will be processed within 5-7 business days
• Refunds will be issued to your original payment method
• Credit card refunds typically appear within 3-5 business days
• PayPal refunds are usually processed within 24 hours
• You will receive an email confirmation once your refund is processed

We're happy to facilitate exchanges for different styles, sizes, or colors:

• Exchanges follow the same 30-day timeframe as returns
• Items must meet all return eligibility requirements
• If there's a price difference, we'll either refund or charge the difference
• Prescription lens exchanges are only available for our processing errors
• Contact us first to check availability of desired exchange items

If you receive damaged or defective eyewear:

• Contact us immediately with photos of the damage
• We'll provide a prepaid return label for immediate replacement
• Defective items can be returned beyond the 30-day window
• Manufacturing defects are covered under our quality guarantee
• Rush replacement processing available upon request

We make returns convenient and cost-effective:

• Free return shipping labels provided for all eligible returns
• International customers may be responsible for return shipping costs
• We recommend using tracked shipping services for returns
• Insurance is recommended for high-value items
• Gentle Monster Rococo is not responsible for items lost in return transit

We understand that special situations may arise:

• Prescription Errors: Our mistake means immediate replacement at no cost
• Fit Issues: Contact us within 14 days for fit adjustment consultation
• Medical Reasons: Special consideration for vision changes with doctor documentation
• Gift Returns: Recipients can return items with gift receipt within 30 days
• Seasonal Sales: Final sale items are non-returnable unless defective