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.

We regret that we are unable to cancel or make adjustments to an order once it has been placed. Please email Customer Service at CS@hourglasscosmetics.co.uk to receive instructions on how to process a return.

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