FAQ

PRODUCT INFORMATION 
 
Authorized Retailer 
Authentic Hourglass products are sold only through authorized retailers. You can find a list of authorized retail locations here.* 

*Please note that Amazon is also an authorized retailer. However, ensure that the item description includes “Shipped from Amazon” and “Sold by Hourglass Cosmetics." 

 
Animal Testing 
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. 

Parabens 
Many Hourglass products are produced without the use of parabens, phthalates, sulfates, synthetic fragrances, synthetic dyes, GMOs, Triclosan, and nanoparticles. Please consult the Hourglass website for the complete list of “free of” ingredients. 

Gluten 
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 the Hourglass website for the complete list of “free of” ingredients. 

Vegan 
Hourglass is proud to be a vegan and cruelty-free brand. All products purchased on hourglasscosmetics.ca are vegan and cruelty-free. Please consult the Hourglass website for the complete list of ‘free of’ ingredients.  

Ingredients 
Ingredients are listed on the packaging of all Hourglass products. If you have an additional inquiry, please contact us. 

Discontinued Products 
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 us and a Customer Care Representative can recommend a replacement. 

Complimentary Sample 
While supplies last, enjoy a complimentary deluxe sample with all orders CAD $75+  
Please sign up for our newsletter where you will be the first to know of any new deluxe sample offerings. 

 

PURCHASING AND ORDERING 

Order Confirmation 
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 order details. A shipment confirmation email is sent once the order is shipped. The shipment confirmation email includes the shipping tracking number and order details. 

Payment Authorization 
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. 

Sales Tax 
Sales tax is applied to your Hourglass Cosmetics order in accordance with individual provincial and local regulations across all Canadian provinces where applicable. 

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 contact us. 

 

CANCEL OR CHANGE ORDER 

Cancel Order 
We regret that we are unable to cancel or make adjustments to an order once it has been placed. Please see our returns page for steps on how to initiate a return. 

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. 

 

SHADE FINDER AND PRODUCT MATCHING QUIZ  

What is the Hourglass Shade Finder? 
The Shade Finder is an online tool that helps you find your perfect shade matches of Veil Hydrating Skin Tint, Ambient Soft Glow Foundation, Vanish Foundation Stick and Vanish Concealer. The quiz takes just a few minutes, and allows you to sign up to receive your results by email for ease of reference. Please visit our online Shade Finder to find your perfect shade match. 

What is my undertone? 
Undertone is your underlying skin tone, which affects the overall hue of your skin. All skin tones fall into one of three undertone categories: cool, neutral, or warm. Skin with warm undertones tends to tan quickly in the sun, whereas skin with cool undertones may turn red and burn easily. Neutral undertones fall in the middle; they may burn at first but tend to get tan over time. 

How do I find my undertone? 
If you're unsure about your undertone, you can check the veins on the inside of your wrist. If they appear green, you have a warm skin tone. If they look blue or purple, your skin tone is cool. If you can't tell or have both, then you most likely have a neutral skin tone. 

I signed up to get the results emailed to me, but I didn’t receive the email. 
Please check your junk folder and ensure that emails from hourglasscosmetics.ca are in your approved senders list. If you don't see the email in your junk folder, please contact us and our team will assist you. 

Can I be matched to another foundation in your line? 
At this time our Shade Finder quiz matches Vanish Foundation Stick, Veil Hydrating Skin Tint, Ambient Soft Glow Foundation and Vanish Concealer. If you are looking for a different Hourglass foundation and are unsure of your match, please contact us and we will be happy to help. 

I received my foundation. How do I know this is the right match for me? 
We recommend that you blend the foundation fully into your face and look at yourself in different lighting through the course of the day. The shade should match your face and neck. If you feel that you have the incorrect shade, you have 45 days to return it to us for a full refund. 

What if I am matched to the wrong foundation? 
If you purchase your foundation or concealer match and find that it isn't right for you, you have 45 days to return them for a full refund. You may take the Shade Finder quiz again, or contact us for assistance in finding the right match for you. 

 

Returns & Exchanges

Returns are fast and easy:

1. Visit our online returns portal 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 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. Print and attach the pre-paid return shipping label to the parcel. 

5. Take your package to the nearest Purolator drop-off location or give your package to a Purolator driver making a regular pickup or delivery at your residence or place of business. Please retain your receipt if possible. 

*Exclusions: 

• All items purchased in our Private Sale are final and not eligible for return or exchange
• Any item marked Final Sale cannot be returned or exchanged
• Gift With Purchase / promotional items are not eligible fore returns or exchanges