FAQ

Hourglass offers free standard shipping on all U.S. orders over USD $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 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.

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.

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 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.  

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. 

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 USD $8.50 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.

Returns are fast and easy. 

1. Contact us at cs@hourglasscosmetics.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 UPS location at https://www.ups.com/dropoff.

Should you wish to use your own shipper for your HourglassCosmetics.com return, send your return to: 

Hourglass Cosmetics
Returns Department
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. 

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:
Hourglass Cosmetics
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 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. Click here 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 here. 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 here.

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.

Is there a limit to how much I can spend on a single transaction using Afterpay? 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 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 here.

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.

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.