FAQ

Hourglass offers free standard shipping on all U.K. orders. To find more information on shipping, please visit the Shipping and Returns page.

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.

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 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.

Many Hourglass products are produced without animal-derived ingredients, and you can shop all vegan-friendly products here. Please consult Hourglass packaging for the complete list of “free of” ingredients.

Many Hourglass products are produced without gluten (wheat, barley and rye) extracts, and you can shop all gluten free products here. Please consult Hourglass packaging for the complete list of “free of” ingredients.

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.

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.

For questions on our flagship store in Venice, California including store customer service, please email HGAK@hourglasscosmetics.com or call 310-392-3409. You can find more store information here.

For questions on our flagship store in New York City including store customer service, please email HGCROSBY@hourglasscosmetics.com or call 212-226-8024. You can find more store information here.

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.

Return within 45 days from the date of purchase for a full refund. Receive a complimentary return when you use our pre-paid shipping label and your return is received within 20 days from the date of purchase. Returns received after 20 days from the date of purchase will have a return shipping fee of GBP £5.95 deducted from the return total. 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.

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

Returns are typically processed within three to five business days 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.