FAQ

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.

While supplies last, enjoy a complimentary sample with all orders. Offer available to U.S. 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.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 on our vegan makeup page. 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 on our gluten free page. 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.

We accept debit and credit cards including Visa, MasterCard, American Express, Discover, JCB, Diners Club, Shopify Pay, Apple Pay, Google Pay 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 across all U.S. states where applicable.

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.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.

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

To find more information on shipping, including international countries that we currently ship to, please visit the Shipping and Returns page.

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.

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.

*Exclusive Offers Exclusion: All items purchased from Exclusive Offers section are final and not eligible for return or exchange.

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. Please retain your receipt if possible.

*Private Sale Exclusion: All items purchased during our Private Sale event are final and not eligible for return or exchange

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. 

For orders to UK mainland addresses, Isle of Man, Northern Ireland and Scotland please visit https://www.hourglasscosmetics.co.uk/. 

We ship to the following countries via our international e-commerce partner, Global-E: 

INTERNATIONAL PAYMENT OPTIONS 
When you checkout with our e-commerce partner, Global-E, you will be presented with local payment options which will vary based on the selected shipping country. All orders are subject to verification and approval prior to shipping.  

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.

Please note: Due to recent border closures, lockdowns in some countries and a drastic reduction in international travel, there has been a huge drop in international flights which may cause shipping delays. Please be assured that we are in continuous contact with our carriers to receive the most up to date information on deliveries. We thank you for your patience and understanding during this time. 

INTERNATIONAL DUTIES AND TAXES 
All orders shipped outside of the US (with exception of the European Union, Canada, Australia, New Zealand, Norway and Switzerland) will be subject to Duties and Taxes upon receipt. Duties and taxes are displayed at the checkout. 

European Union, Canada, Australia, New Zealand, 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. 

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. 

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. We regret that we are not able to offer international shipping on orders with restricted items.

INTERNATIONAL RETURNS 
Return within 45 days from the date of purchase for a full refund.  

1. Go to the Global-E Returns Portal, enter the order ID and email address you used to place your order. 
2. 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. 
3. Print and sign the commercial invoices provided to you in the email. 
4. 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. 
5. Attach the return shipping label securely to the outside of the package. 
6. 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.  

ABOUT GLOBAL-E 
Global-E is a global e-commerce solution provider that allows us to give our international customers the best, fastest, and easiest shopping and shipping experience.  

• Shop in your local currency 
• Enjoy flat and free shipping  
• Pay import duties and taxes at checkout for a guaranteed price 
  Global-e will be the seller on record of the products you purchase, will take your payment and their carriers will deliver your orders. 

Hourglass offers a professional discount to qualified makeup artists within the United States. Visit the Hourglass Cosmetics Pro Program application to learn more.

Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal installments, made every 2 weeks, without any interest.

Just shop Hourglass Cosmetics and checkout as usual. At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you’ve used Afterpay before, just log into your Afterpay account. Then complete your order -- it’s that easy!

Please note, all items in your shopping bag must be eligible for Afterpay, and the order value must be between $35 and $1000.

Afterpay is always zero interest. You pay nothing extra when you pay on time, according to your payment schedule. The only fees are late fees for missed payments.

For more information, visit Afterpay’s FAQ page. If you have a question about your Afterpay account, please contact the Afterpay toll-free Customer Support line at 855-289-6014 or submit a question.

Your cart must exceed $35 in order to use Afterpay at checkout.

Yes, your bag value must be between $35 and $1,000 to use Afterpay with Hourglass Cosmetics. Your first order, however, may have a lower maximum value. You will receive an instant approval decision on your order at checkout. Afterpay and Hourglass Cosmetics are committed to responsible spending and not all orders will be approved.

Afterpay is only offered to our customers who have a U.S. billing address, U.S. shipping address, a U.S. Visa or Mastercard (credit or debit card), and a U.S. mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

Afterpay is only offered to customers over the age of 18.

Afterpay is not available on purchases of gift cards or e-Gift cards and may be unavailable on additional products. If your order contains gift cards and other eligible products, you will need to purchase your gift cards separately.

Customers are required to make their first payment at the time of purchase. The remaining three payments are due every 2 weeks in equal installments and will be drawn from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early.

You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

Afterpay sends payment reminders via SMS and email prior to payments becoming due. It is also easy to view your orders and payment schedules on Afterpay.com or in the Afterpay App.

You can make payments anytime before your due date. If you’d like to make payments before your scheduled pay dates, you can do so through your Afterpay account. Just select the installment you’d like to pay early and hit ‘Pay Now.’

If you do not make a payment when due or funds are unavailable, you will be charged a $8 late payment fee. An additional $8 fee will be charged if the missed payment is not made within 7 days. Late fees will never exceed 25% of the total order. For more information, visit the Afterpay Payment Purchase Agreement.

To request an adjusted payment schedule, contact Afterpay’s Customer Service team and the team will review your account to determine eligibility. Not all requests can be accommodated.
Phone Number: 855-289-6014
Standard hours: Monday through Saturday 5AM to 5PM (PST)

Afterpay orders are delivered within our standard shipping time frames like any other order from Hourglass Cosmetics.

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. 

Visit our Shipping & Returns page for more information.

Afterpay returns follow our standard return process. Please visit our Shipping & Returns page for more information. Please note, refunds for Afterpay will first be refunded from Hourglass Cosmetics to Afterpay, and then to you. We cannot provide an exchange or cash refund. Have more questions about Afterpay returns? Go to help.afterpay.com.

Once Afterpay has approved an order, additional items cannot be added. Hourglass Cosmetics is able to issue partial refunds through Afterpay if items are not in stock or cannot be fulfilled for any reason.