Frequently Asked Questions
All U.S. orders will receive 3 free samples. Offer available to U.S. residents only, no code required.
Domestic Returns Policy
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. To find more information on returns, please visit the Shipping and Returns page.
Deluxe Sample Gift Set - Ambient® Lighting Edit – Surreal Light
While supplies last, all U.S. orders for the limited edition Ambient® Lighting Edit – Surreal Light, will receive a deluxe sample gift set containing Film Noir Mascara and Opaque Rouge Liquid Lipstick in shade Icon®.
*Purchase of Ambient® Lighting Edit – Surreal Light required. No code necessary.
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 855-846-3814 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 855-846-3814 or email CS@hourglasscosmetics.com.
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.
Many Hourglass products are produced without gluten (wheat, barley and rye) extracts. Please consult Hourglass packaging for the complete list of “free of” ingredients.
As a cruelty-free brand, Hourglass does not incorporate animal testing into our development phase or at the production level. We do not provide authorization to any third parties to perform animal testing on our products. In addition, Hourglass does not retail within any country that requires animal testing.
Many Hourglass products are produced without animal-derived ingredients. Please consult Hourglass packaging for the complete list of “free of” ingredients.
Purchasing and 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 call Customer Service at 855-846-3814 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.
About the Hourglass Cosmetics Virtual Gift Card
The Hourglass Cosmetics Virtual Gift Card is redeemable for Hourglass Cosmetics merchandise up to the prepaid value of the card and for domestic orders only. Hourglass Cosmetics Virtual Gift Cards will be emailed to the recipient’s email address and are only valid on www.hourglasscosmetics.com. The Hourglass Cosmetics Virtual Gift Card is not recognized at third party retail partners or at the Hourglass retail store in Venice, California.
Purchase a Virtual Gift Card
Give the ultimate gift of luxury. To purchase an Hourglass Cosmetics Virtual Gift Card, choose a gift value from the drop down, enter a quantity, and click on the purchase button. Hourglass Cosmetics Virtual Gift Cards will be emailed to the recipient’s email address.
Check Gift Card Balance
To check the remaining balance on your Hourglass Cosmetics Virtual Gift Card, please email us at firstname.lastname@example.org.
There is no tax charged up front on the purchase of an Hourglass Cosmetics Virtual Gift Card. However, tax applies to purchases made with the card, as with regular purchases.
Lost or Stolen Gift Cards
Lost or stolen Hourglass Cosmetics Virtual Gift Cards can be replaced to the purchaser with proof of purchase. Please email us at email@example.com if you encounter a lost or stolen virtual gift card.
Maximum purchase policy
Orders are limited to four 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. Pack the return and a copy of the packing slip in the original package, if possible. Remove all prior shipping labels from the parcel.
2. Peel off the pre-paid return shipping label included in your order and affix it to the parcel. If you opt to use your own shipper, we suggest that you use a traceable carrier.
3. Take your package to any FedEx location or give your package to any FedEx driver making a regular pickup or delivery at your residence or place of business. Find your nearest FedEx location at http://www.fedex.com/locate.
Should you wish to use your own shipper for your hourglasscosmetics.com return, send your return to:
8505 S. La Cienega Blvd
Inglewood, CA 90301
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
8505 S. La Cienega Blvd
Inglewood, CA 90301
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. The Professional Discount application can be downloaded here. To request additional information, please email CS@hourglasscosmetics.com. Professional discounts are not applicable to Equilibrium Skincare Collection, Custom Ambient Lighting Palette or limited-edition 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 visit the store website here.
GIRL Image Generator Permission Terms
You grant to Hourglass Cosmetics and its parent, affiliates and or related entities (collectively “Kingdom Animalia, LLC d/b/a Hourglass Cosmetics”) the right to use your social media handle, moniker, name and/or your photographs(s), upload, video, comment, testimonial, likeness and other submissions in addition to those you have tagged with #HourglassCosmetics or an Hourglass Cosmetics-campaign hashtag (“Your Post”) in perpetuity and for any brand marketing, advertising and promotional purposes, including but not limited to on HourglassCosmetics.com, in social media, on third party retail sites featuring Hourglass Cosmetics, print materials, in-store or digital advertising. Hourglass Cosmetics may use, reproduce, distribute, combine Your Post with other materials, alter and/or edit it in any manner in its sole discretion. You hereby represent and warrant that (i) you own all rights in and to your posts, (ii) you have permission from any person(s) appearing in Your Post to grant the rights herein, (iii) you are not a minor, (iv) Hourglass Cosmetics’ use of Your Post will not violate the rights of any third party or any law and, (v) if Your Post contains a testimonial you further agree that it is a true and accurate expression of your honest belief based on use of Hourglass Cosmetics products and that you have disclosed receipt of any free product or incentives in exchange for providing Your Post.
You hereby release, discharge and agree to hold Hourglass Cosmetics and any person acting on Hourglass Cosmetics behalf harmless from any liability related in any way with the use of your post.