FAQ
GENERAL
FREE SHIPPING
Hourglass offers free standard shipping on all U.K. orders over £50.00. To find more information on shipping, please visit the Shipping and Returns page.
COMPLIMENTARY SAMPLE
While supplies last, enjoy a complimentary sample with all orders. Offer available to U.K. residents only. No code required.
Please sign up for our newsletter where you will be the first to know of any new deluxe sample offerings.
DISCONTINUED PRODUCTS
Hourglass Cosmetics launches new and cutting-edge, of-the-moment products each season. Occasionally, products are discontinued to make way for new, must-have items. If you have questions about a discontinued product, please contact Customer Service at email CS@hourglasscosmetics.co.uk and our Customer Care Representative can recommend a replacement.
INGREDIENTS
Ingredients are listed on the packaging of all Hourglass products. If you have an additional inquiry, please contact Customer Service at email CS@hourglasscosmetics.co.uk.
VEGAN
Many Hourglass products are produced without animal-derived ingredients, and you can shop all vegan-friendly products on our vegan makeup page. Please consult Hourglass packaging for the complete list of “free of” ingredients.
GLUTEN
Many Hourglass products are produced without gluten (wheat, barley and rye) extracts, and you can shop all gluten free products on our gluten free makeup page. Please consult Hourglass packaging for the complete list of “free of” ingredients.
PARABENS
Many Hourglass products are produced without the use of parabens, phthalates, sulfates, synthetic fragrances, synthetic dyes, GMOs, Triclosan, and nanoparticles. Please consult Hourglass packaging for the complete list of “free of” ingredients.
ANIMAL TESTING
We are a PETA certified, conscientious brand that is proud to offer cruelty free products. Hourglass Cosmetics does not test on animals during product development or production. In addition, we do not provide authorization to any third parties to perform animal testing on our products.
PAYMENT OPTIONS
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
UK VAT will be charged on orders delivered to countries in the United Kingdom.
PAYMENT AUTHORIZATION
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.
ORDER CONFIRMATION
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.
CANCEL OR CHANGE AN ORDER
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.
MAXIMUM PURCHASE POLICY
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.
SHIPPING
To find more information on shipping, including international countries that we currently ship to, please visit the Shipping and Returns page.
DOMESTIC RETURN POLICY
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.
INSTRUCTIONS FOR DOMESTIC RETURN
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
DOMESTIC REFUNDS
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
PROFESSIONAL DISCOUNT
Hourglass offers a professional discount to qualified makeup artists within the United States. We currently do not offer this discount to U.K residents at this time. Please check back for updates as we continue to expand our professional discount services.
When does the friends & family promotion end?
The Friends & Family 2021 promotion ends 21/6/2021 at 11:59 PM BST.
Do I need a code to receive 20% off my order?
No, the 20% off discount will be applied automatically at checkout, for applicable items. Early Access customers will need to apply their code at checkout for the discount to apply.
Which item are included in the promotion?
All full-priced items are included in the promotion.
Which items are not 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.
Can I combine another offer with the Friends & Family discount?
No, the Friends & Family 20% discount offer cannot be combined with any other offer.
Why isn't my early Access Code working?
The Early Access period is from 15/6 - 16/6/2021 11:59 PM BST. If you are shopping after this timeframe, you do not need a code to receive the 20% off promotion, as the discount will be automatically applied at checkout.
Where can I find my Early Access code?
If you signed up to join the waitlist for Early Access to the Friends & Family event, please check your inbox (and spam folder) as you should have received an email with your Early Access code.
Is there free shipping during the promotional period?
We offer free DPD Next Day Shipping on all U.K. orders over £50.
Can I return items purchased during the promotional period?
All items, except for those marked Final Sale, are eligible for returns. Please visit the Shipping & Returns page for instructions on initiating a return.
When will I receive my order?
Our team is working hard to fulfill all orders within standard processing and delivery times. For information on our shipping rates and methods, please visit the Shipping & Returns page.
When your order ships from our fulfillment center, you will receive a shipment confirmation email.
I placed my order incorrectly, how do I cancel my order?
Unfortunately, due to the high volume of orders during our Friends & Family event, orders cannot be cancelled or adjusted.
If you wish to add more items to you order, please place another order. Note that if your order is placed during the Early Access period, you may use the Early Access code at checkout to receive the discount on your additional orders.
If an item was ordered incorrectly, please wait until your order is delivered and follow the steps to initiate a return/refund. Visit the Shipping & Returns page for instructions on initiating a return/refund.