US Domestic Orders
What is your domestic US return process?
Returns are fast and easy.
1. Visit our returns portal at Hourglass Cosmetics Returns and follow the instructions to initiate your return. Please have your order number ready.
2. Once your return has been submitted, you will receive a pre-paid UPS return shipping label and a confirmation email with return shipping instructions.
3. Pack the return in the original package, if possible. Remove all prior shipping labels from the parcel.
4. Attach the pre-paid UPS return shipping label to the parcel.
5. Take your package to any UPS location or give your package to any UPS driver making a regular pickup or delivery at your residence or place of business. Find your nearest UPS location at https://www.ups.com/dropoff.
Returns are typically processed within 1 to 2 business days from the date the return is received. After your return is processed, kindly allow 3 to 5 business days for a credit card refund to post to your billing statement.
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. Returns sent using a method other than our provided pre-paid shipping label will not be refunded. Returns must be marked as delivered to our return center in order to process a refund.
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.
Hourglass Cosmetics reserves the right to refuse or limit returns and exchanges for any reason, including, but not limited to, suspected fraud, freight forwarding addresses, excessive frequency or abuse of our returns policy.
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.
*Exclusive Offers Exclusion: All items purchased from the Exclusive Offers section are final and not eligible for return or exchange
What is your shipping policy?
Hourglass offers free standard shipping on all U.S. orders over $50.00. To find more information on shipping, please visit the Shipping and Returns page.
How much does shipping cost?
DOMESTIC SHIPPING RATES & METHODS
Standard Shipping (Orders over $50) – Free
Standard Shipping (Orders under $50) – $5.95
Express Shipping – $12.95
Overnight Shipping – $19.95
Hourglass Cosmetics orders are typically processed within one to two business days.
A business day is considered to be Monday through Friday, excluding holidays.
Express and Overnight orders placed before 12:00 p.m. PST (noon) are shipped the same business day. Express and Overnight orders placed after 12:00 p.m. PST (noon) will be processed and shipped the next business day.
What items are considered restricted goods?
Certain items in you order may be considered Hazardous Materials (HAZMAT). Those items are restricted from air-transport due to U.S. Department of Transportation regulations and must ship by ground shipping only and will potentially take additional time to arrive. Please reference your UPS tracking number for estimated delivery. We regret that we are not able to offer expedited shipping or shipping outside the contiguous U.S. on orders with restricted items.
Do you have a 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.com
How will I know when my order ships?
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.
Am I able to cancel or change my order?
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.com 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.
Do you ship to hotels or P.O. Box addresses?
Please note that we do not currently ship to Alaska, APO/FPO, US territories, hotels, or P.O. boxes. Due to import restrictions imposed by local governments, we do not ship to freight forwarders.
International Orders
What countries do you ship to?
We ship to the following countries/regions via our international e-commerce partner, Global-E:
| Albania | East Timor | Laos | Portugal |
| Algeria | Ecuador | Latvia | |
| Andorra | Egypt | Lebanon | Reunion |
| Anguilla | El Salvador | Lesotho | Romania |
| Antigua and Barbuda | Eritrea | ||
| Argentina | Estonia | Liechtenstein | Saint Kitts and Nevis |
| Armenia | Ethiopia | Lithuania | Saint Lucia |
| Aruba | F.Y.R.O.M. (Macedonia) | Luxembourg | Samoa |
| Falkland Islands | San Marino | ||
| Austria | Faroe Islands | Madagascar | Sao Tome and Principe |
| Azerbaijan | Fiji | Malawi | |
| Bahamas | Finland | Malaysia | Senegal |
| France | Maldives | Serbia | |
| Bangladesh | French Guiana | Malta | Seychelles |
| Barbados | French Polynesia | Marshall Islands | Singapore |
| Belarus (temporarily unavailable) | Georgia | Martinique | Slovak Republic |
| Belgium | Germany | Mauritania | Slovenia |
| Belize | Gibraltar | Mauritius | Solomon Islands |
| Benin | Greece | Mexico | South Africa |
| Bermuda | Greenland | Micronesia | Spain |
| Bhutan | Grenada | Moldova | Sri Lanka |
| Bolivia | Guadeloupe | Monaco | St Barthelemy |
| Bonaire, Saint Eustatius and Saba | Guatemala | Mongolia | Sudan |
| Bosnia and Herzegovina | Guernsey | Montenegro | Suriname |
| Botswana | Guinea | Montserrat | Swaziland |
| Brazil | Guinea-Bissau | Morocco | Sweden |
| British Virgin Islands | Guyana | Mozambique | Switzerland |
| Brunei Darussalam | Haiti | Namibia | |
| Bulgaria | Honduras | Nauru | Tajikistan |
| Cambodia | Nepal | Tanzania | |
| Hungary | Netherlands | Thailand | |
| Cape Verde | Iceland | New Caledonia | Tonga |
| Cayman Islands | India | Trinidad and Tobago | |
| Chile | Indonesia | Nicaragua | Tunisia |
| Iraq | Nigeria | Turkey (temporarily unavailable) | |
| Colombia | Ireland (Republic of) | Turks and Caicos Islands | |
| Comoros | Israel | Northern Mariana Islands | Tuvalu |
| Italy | Norway | Ukraine (temporarily unavailable) | |
| Costa Rica | Jamaica | Oman | Uruguay |
| Croatia | Japan | Pakistan | Uzbekistan |
| Curacao | Jersey | Palau | Vanuatu |
| Cyprus | Jordan | Panama | Vatican City State (Holy See) |
| Czech Republic | Kazakhstan | Papua New Guinea | Venezuela |
| Denmark | Kenya | Paraguay | Vietnam |
| Djibouti | Kiribati | Peru | Zambia |
| Dominica | Kyrgyzstan | Philippines | Zimbabwe |
| Dominican Republic | Poland |
Are duties & taxes included?
All orders shipped outside of the US (with exception of the European Union, Norway and Switzerland) will be subject to Duties and Taxes upon receipt. Duties and taxes are displayed at the checkout.
European Union, Norway and Switzerland prices include taxes and/or duties in the product price.
The price quote for duties and taxes is based upon the national laws of the country to which the order is shipping. Please note that all duty and sales taxes are non-refundable through Hourglass Cosmetics. However, you may be able to recover these by contacting your local customs bureau directly.
How are orders shipped internationally?
INTERNATIONAL SHIPPING OPTIONS
All international orders are shipped via Global-E. When you check out with our e-commerce partner, Global-E, you will be presented with an option to either ship via Standard Courier or Express Courier – Air. We offer flat rate shipping and free shipping depending on the shipping country and total order amount.
Due to the import restrictions imposed by local governments, we do not ship to freight forwarders.
INTERNATIONAL DELIVERY TIMES
Orders are typically delivered within 5-14 business days (includes 1-2 days order processing time, 1-2 day order transport to Global-E’s shipping facility in Rialto, California, 3-10 business days for Global-E shipment). Please review the delivery times at checkout as it may vary based on the shipping country. Delivery times go into effect the day after you place your order. Please note that we do not ship on weekends and US holidays.
INTERNATIONAL BILLING
Your credit card will be billed by our e-commerce partner, Global-E, at the time your parcel is shipped from the US. Your credit card statement will reflect a charge from Global-E, not Hourglass Cosmetics.
INTERNATIONAL ORDER TRACKING
When your order ships out of the US, you will receive a shipment confirmation email from Global-E that includes a link to track your order. You may also track your order by using the Global-E Tracking Portal.
What is the return process for international orders?
Return within 30 days from the date of delivery for a refund. Please see below for the full process on how to return your order.
- Go to the Global-E Returns Portal, enter the order ID and email address you used to place your order.
- Select the item(s) you wish to return by adjusting the quantity, and select the return reason. A copy of the return label will be emailed to you.
- Print and sign the commercial invoices provided to you in the email.
- Pack the item(s) you wish to return in their original condition, with the original packaging, in the original package, if possible. Remove all prior shipping labels from the parcel.
- Attach the return shipping label securely to the outside of the package.
- Follow the instructions on the Global-E Returns Portal on how to complete your return.
Returns can only be accepted via this process, this is to ensure that the appropriate customs clearance documentation is generated. Please note that the cost of return shipping may vary depending on the shipping country and if applicable will be deducted from the refund you are issued.
Returns are typically processed within 2-3 weeks 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.
Refund amounts will be credited to you by Global-E in the same currency and using the same exchange rate as your original order. Duties and taxes, shipping fees, and return fees are not refunded.
Am I able to cancel or change my order?
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.com 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.