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Frequently Asked Questions
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.
Enjoy a complimentary sample with all orders, while supplies last. Offer available to U.S. residents only. No code required.
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.com 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.com.
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.
HOURGLASS ABBOT KINNEY
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.
Purchasing & Ordering
We accept debit and credit cards including Visa, MasterCard, American Express, Discover, and Hourglass Cosmetics e-gift cards, as well as PayPal. We do not accept cash, personal checks, money orders, or cash-on-delivery.
Sales tax is applied to your Hourglass Cosmetics order in accordance with individual state and local regulations if your shipping address is in one of the following states: Arizona, California, Florida, Georgia, Illinois, Massachusetts, New Jersey, New York, Pennsylvania, and Texas. For orders shipped to other states, your state and/or municipal government may require you to declare your purchase and directly pay appropriate sales tax amounts to them.
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 upon shipment 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.
CANCEL OR CHANGE AN ORDER
Please email Customer Service at CS@hourglasscosmetics.com to cancel or change an order that is in Pending status. 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 firstname.lastname@example.org
To find more information on shipping, including international countries that we currently ship to, please visit the Shipping and Returns page.
DOMESTIC RETURN POLICY
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 $7.95 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.
INSTRUCTIONS FOR DOMESTIC RETURN
Returns are fast and easy.
1. Contact us at email@example.com to request a return. Please mention your order number and the item(s) you are returning. Once reviewed, a pre-paid UPS 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 UPS 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 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 FedEx location at https://www.ups.com/findlocations.
Should you wish to use your own shipper for your hourglasscosmetics.com return, send your return to:
17110 S. Main St.
Carson, CA 90248
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.
INTERNATIONAL RETURN POLICY
Return within 45 days from the date of purchase for a full refund (merchandise and duties and taxes).
Please mail returns via a traceable carrier to the following address:
Attn: Returns Department
17110 S. Main St.
Carson, CA 90248
Returns are typically processed within 3-5 business days from the date the return is received. Refund amounts for merchandise and duties and taxes will be credited to you by FedEx CrossBorder in the same currency and using the same exchange rate as your original order. Original shipping fees are not refunded.
Hourglass offers a professional discount to qualified makeup artists within the United States. Upon approval of application, a personal coupon code for a 30% discount off hourglasscosmetics.com will be issued via email. Please enter your code at checkout to have discount automatically deducted from purchases. Exclusions include Custom Ambient® Lighting Palette, Equilibrium® Day Fluid, Equilibrium® Biomimetic Skin Active Serum - 28ML, Equilibrium® Biomimetic Skin Active Serum - 50ML, and any newly launched products. Code may also be used at Hourglass Abbot Kinney and Hourglass Crosby when shown to store associates prior to checkout. Please allow up to two weeks for review of application and approval. Click here to apply.