SHIPPING & RETURNS
DOMESTIC SHIPPING RATES & METHODS
TRACK MY DOMESTIC ORDER
When your order ships from our fulfillment center, you will receive a shipment confirmation email that includes a DPD tracking number. You can track your parcel by visiting DPD.
If you have an account with HourglassCosmetics.co.uk, the DPD tracking number will be updated in My Account after your order ships (domestic orders only).
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.
Please utilize our provided pre-paid shipping label. Only returns that can be traced back to our warehouse will be credited. Returns sent using a method other than our provided pre-paid shipping label which cannot be tracked in the case of loss, will not be refunded.
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.
Kindly return merchandise purchased in an Hourglass Cosmetics store or department store to the original purchase location where individual retailer return policies apply. We regret that we are unable to process returns or exchanges for products purchased with one of our retailers.
INSTRUCTIONS FOR DOMESTIC RETURNS
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
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.