SHIPPING & RETURNS

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. Only returns that can be traced back to our warehouse will be credited. Returns sent using a method other than our provided pre-paid shipping label which cannot be tracked in the case of loss, will not be refunded.

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.

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.

Returns are fast and easy.

1. Contact us at CS@hourglasscosmetics.co.uk to request a return. Please mention your order number and the item(s) you are returning. Once reviewed, a pre-paid DPD 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 DPD 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 the nearest DPD store. Once we receive your returned product(s), we will issue your replacement or refund.

Orders are currently fulfilled from our sister company, Dermalogica. Should you wish to use your own shipper for your HourglassCosmetics.co.uk return, send your return to:

Webshop Returns Department
Dermalogica Distribution Centre, Unit 17B, Brooklands Industrial Park, Vickers Drive North, Weybridge, Surrey, KT13 0YU

Due to high volume of orders, please allow 2 to 3 weeks for returns to be processed 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. 

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:

• Albania
• East Timor
• Laos
• Portugal
• Algeria
• Ecuador
• Latvia
• Qatar
• Andorra
• Egypt
• Lebanon
• Reunion
• Anguilla
• El Salvador
• Lesotho
• Romania
• Antigua and Barbuda
• Eritrea
• Libya
• Russia
• Argentina
• Estonia
• Liechtenstein
• Saint Kitts and Nevis
• Armenia
• Ethiopia
• Lithuania
• Saint Lucia
• Aruba
• F.Y.R.O.M. (Macedonia)
• Luxembourg
• Samoa
• Australia
• Falkland Islands
• Macau
• San Marino
• Austria
• Faroe Islands
• Madagascar
• Sao Tome and Principe
• Azerbaijan
• Fiji
• Malawi
• Saudi Arabia
• Bahamas
• Finland
• Malaysia
• Senegal
• Bahrain
• France
• Maldives
• Serbia
• Bangladesh
• French Guiana
• Malta
• Seychelles
• Barbados
• French Polynesia
• Marshall Islands
• Singapore
• Belarus
• 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
• Taiwan
• Bulgaria
• Honduras
• Nauru
• Tajikistan
• Cambodia
• Hong Kong
• Nepal
• Tanzania
• Canada
• Hungary
• Netherlands
• Thailand
• Cape Verde
• Iceland
• New Caledonia
• Tonga
• Cayman Islands
• India
• New Zealand
• Trinidad and Tobago
• Chile
• Indonesia
• Nicaragua
• Tunisia
• China
• Iraq
• Nigeria
• Turkey
• Colombia
• Ireland (Republic of)
• Niue
• Turks and Caicos Islands
• Comoros
• Israel
• Northern Mariana Islands
• Tuvalu
• Cook Islands
• Italy
• Norway
• Ukraine
• 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
• Kuwait
• Philippines
• Zimbabwe
• Dominican Republic
• Kyrgyzstan
• Poland

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.

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.

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.

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 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.

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.

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.

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. 

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. 

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. 

Return within 45 days from the date of from receipt of order 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 3-5 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.

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.