FAQ

We accept debit and credit cards including Visa, MasterCard, American Express, Maestro, Shopify Pay, Apple Pay, and Google Pay. We do not accept cash, personal checks, money orders, or cash-on-delivery.

UK VAT will be charged on orders delivered to countries in the United Kingdom.

For optimal security, when an order is submitted an authorization request is sent to the issuing bank. The issuing bank then verifies billing information, the validity of the credit card, and the availability of funds. If the card information is valid and the funds are available, the bank puts an authorization hold on the funds. An authorization is only a hold on the funds for a possible future transfer of funds.

When an order is placed, two transactions will post to your account: 1) an authorization hold which holds the funds for the pending charge, and 2) a charge for the order which removes the funds from the account.

If an order is cancelled, the authorization hold will be removed from the account by the issuing bank. Please contact the issuing bank for inquiries related to the removal of authorization holds.

After an order is placed, an order confirmation email is sent to the email address provided during order placement. The order confirmation email includes the order number and all of the order details. A shipment confirmation email is sent once the order ships from the fulfillment center. The shipment confirmation email includes the shipping tracking number and all of the order details.

Please email Customer Service at CS@hourglasscosmetics.co.uk to request a cancellation of your order. We regret that we are unable to cancel an order that is in Processing status.

For security purposes, we are unable to re-direct a shipped parcel to a secondary shipping address. If a shipper is unable to complete delivery to the original shipping address provided, the parcel will be returned to the fulfillment center and processed as a return.

Orders are limited to four (4) of any single item. Orders exceeding this limit may be subject to cancellation. For further information, please email us at CS@hourglasscosmetics.co.uk.

To find more information on shipping, including international countries that we currently ship to, please visit the Shipping and Returns page.

Receive a complimentary return when you use our pre-paid shipping label and your return is received within 45 days from the date of purchase. Original shipping charges are not refundable.

Kindly return merchandise purchased in an Hourglass Cosmetics store or department store to the original purchase location where individual retailer return policies apply.

Refunds are made to the same method of payment. If an e-gift card was used, that return will be credited as a new code/online credit.

*Exclusive Offers Exclusion: All items purchased from the Exclusive Offers section are final and not eligible for return or exchange.

Returns are fast and easy.

1. Contact us at CS@hourglasscosmetics.co.uk to request a return. Please mention your order number and the item(s) you are returning. Once reviewed, a pre-paid DPD return shipping label will be emailed to you. 
2. Pack the return and a copy of the packing slip in the original package, if possible. Remove all prior shipping labels from the parcel.
3. Attach the pre-paid DPD return shipping label to the parcel. If you opt to use your own shipper, we suggest that you use a traceable carrier.
4. Take your package to the nearest DPD store. Once we receive your returned product(s), we will issue your replacement or refund.

Orders are currently fulfilled from our sister company, Dermalogica. Should you wish to use your own shipper for your HourglassCosmetics.co.uk return, send your return to:

Webshop Returns Department
Dermalogica Distribution Centre, Unit 17B, Brooklands Industrial Park, Vickers Drive North, Weybridge, Surrey, KT13 0YU

*Private Sale Exclusion: All items purchased in our Private Sale are final and not eligible for return or exchange

Due to high volume of orders, please allow 2 to 3 weeks for returns to be processed from the date the return is received. After your return is processed, kindly allow three to five business days for a credit card refund to post to your billing statement.

*Private Sale Exclusion: All items purchased during our Private Sale event are final and not eligible for return or exchange

All full-priced items are included in the promotion.

The promotion does not apply to Final Sale items and all other items previously marked down, including, but not limited to, all bundles and sets. All items within the Exclusives section of the website are not included in the promotion. Mystery Sets are not included in the promotion.

No, the Black Friday 20% off promotion cannot be combined with any other offer.

Yes, international orders are eligible for the Black Friday promotion.

We are offering free DPD Next Day Shipping on all U.K. orders during the Black Friday event, from 11/26 - 11/29/2021.

All items, except for those marked Final Sale, are eligible for returns. Please visit the Shipping and Returns page for instructions on initiating a return.

Our team is working hard to fulfill all orders within standard processing and delivery times. For information on our Domestic (US) and International shipping rates and methods, please visit the Shipping and Returns page page. When your order ships from our fulfillment center, you will receive a shipment confirmation email. For US shipments, your email will include a UPS tracking number. To track your shipment, go to https://www.ups.com/tracking.html and enter your UPS tracking number. For international shipments, packages shipped via tracked mail (as opposed to an express courier service) do not provide continuously updated tracking information - the details are usually updated every few days. However, during this time, there could be infrequent updates while the order remains in transit.

Unfortunately, due to the high volume of orders during our Black Friday event, orders cannot be cancelled or adjusted. If you wish to add more items to your order, please place another order. Note that if your order is placed during the VIP Access period, you may use the VIP Access code at checkout to receive the discount on your additional order. If an item was ordered incorrectly, please wait until your order is delivered and follow the steps to initiate a return/refund. Please visit the Shipping and Returns page for instructions on initiating a return/refund.