Online Service Information
Please read over the information below to ensure quality service.
Step 01
Repair Request
Please fill out the 'Online Service Request' first. Upon submission, you'll receive a detailed process via email.
Also, Make sure to pack with caution and ship your items to the address below.
Package your product safely and ship your items to the address below.
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-Shipping Address: 3F Product Service Dept, 19-18, Wausan-ro 17-gil, Mapo-gu, Seoul, South Korea, 04049
-Contact number : +82-1600-2126 -
-Shipping Fees : Please ship us your product with the carrier of your choice.
We provide complimentary shipping service after the repair is completed, including export and import customs.
*If we confirm that the product is defective, we will refund the shipping cost that you paid. So, please kindly keep the shipping invoice.
Step 03
Product Repair
Gentle Monster strives to repair all customers' products as quickly and meticulously as possible.
Repairs will be processed in the order of receipt, based on the date of arrival at the headquarters Product Service Team.
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Repair Cost
The repair cost is determined based on the type of repair, and the exact cost will be decided after a thorough inspection of the actual product.
If Product Service warranty period (24 months from the date of purchase) has expired, service may not be applicable depending on the product's condition.
1. Parts Replacement by HQ
1) 20% of the retail price is charged.
2) If some part is missing, the cost for the missing part will be added to the charge.
3) Our component replacement service is provided free of charge. However, if the component is out of stock, the replacement service may be limited.
2. Restoration by Contracted Partner Facilities
1) If the product cannot be repaired through part replacement and requires restoration, costs will be determined based on the product's condition.
*repairs by partner may be limited depending on the product design and materials.
3. Product care
1) Polishing, cleaning, and adjustment services are provided free of charge.
Repair Period
Repairs are processed in the order they are received, and completion times may vary depending on the type and location of repair.
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- Gentle Monster HQ : 10-15 business days based on HQ working days
- Contracted Partner Facilities : 25-30 business days based on HQ working days
* Dates exclude weekends and holidays
Step 02
Product Received
Our Product Service Team will provide a detailed description of the repairs needed or requested. We will notify you of any additional costs required for your repair for review and confirmation prior to actual repair.
Step 04
Delivery Method
Completed repairs will be sent to the address you provided during registration.
*Any fees incurred must be fully paid for repairs to begin. Gentle Monster requires customers to authorize any and all fees prior to being processed.