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
BLACK FRIDAY VIP ACCESS
When is the VIP Access period for the Black Friday Sale?
The VIP Access period is from 11/22 – 11/24/2024, 11:59 PM PST.
I signed up to receive a VIP Access code but have not received it.
You will receive an email with the code once the VIP Access period begins. The VIP Access period is from 11/22- 11/24/2024, 11:59 PM PST. If you do not receive your code on 11/22/2024 once the VIP Access period begins, please check your spam folder. If it is not in your spam folder, please contact our Customer Service at CS@Hourglasscosmetics.com and we will be happy to assist you.
Why isn’t my VIP Access code working?
The code is only valid during the VIP Access period, which is from 11/22 - 11/24/2024, 11:59 PM PST. If you are having trouble applying the code during the VIP Access period, please contact our Customer Service at CS@Hourglasscosmetics.com and we will be happy to assist you.
If you received a VIP Access code from our Instagram broadcast channel, the code is valid only on 11/24/24 and expires at 11:59 PM PST.
Where can I find my VIP Access code?
If you signed up to join the waitlist for VIP Access to the Black Friday event, please check your inbox (and spam folder) as you should receive an email with your VIP Access code, once the VIP Access period begins on 11/22/2024.
If you signed up during the VIP Access period via the pop-up on our website, the code should be revealed once you submit your email address. You should also receive an email with your VIP Access code.
If you are a member of our Instagram broadcast channel, the code will be announced on the channel on 11/24/24, and expires at 11:59 PM PST.
How do I receive the Gift (s) with Purchase during the VIP Access period?
In order to receive the exclusive gifts with purchase, your cart must total $150 USD or more for the Unlocked Instant Extensions Mascara - Travel Size, or $200 USD or more for the 4-piece Deluxe Gift Set with Makeup Pouch—before discounts are applied. The qualifying gift with purchase will automatically be added to your order once your cart meets either of these amounts. Only one gift with purchase is available per order.
What is included in each Gift with Purchase?
$200+ Gift with Purchase – Your choice between:
1. Complexion Deluxe Samples + Makeup Clutch
Includes: Veil Translucent Setting Powder (.03 oz), Vanish Airbrush Primer (0.10 fl oz), Unlocked Instant Extensions Mascara (.09 oz), Equilibrium Intensive Hydrating Eye Balm (.09 oz), Vegan Leather Makeup Clutch
2. Lip Deluxe Samples + Makeup Clutch
Includes: Veil Translucent Setting Powder (.03 oz), Unlocked Instant Extensions Mascara (.09 oz), Unlocked Satin Creme Lipstick (.03 oz) in Dahlia, Unlocked Satin Creme Lipstick (.03 oz) in Red 0, Vegan Leather Makeup Clutch
$150+ Gift with Purchase
1. Unlocked Instant Extensions Mascara - Travel Size
ELIGIBLE PRODUCTS & EXCLUSIONS
Which items are included in the promotion?
All full-priced items are included in the promotion.
Which items are not included in the promotion?
The promotion does not apply to Final Sale items and all other items previously marked down, including, but not limited to, all bundles and sets. Gift bags and gift boxes are also excluded from the promotion.
Can I combine another offer (ex: Welcome discount) with the Black Friday discount?
No, the Black Friday 20% off promotion cannot be combined with any other offer.
SHIPPING AND RETURNS
Are international orders eligible for the Black Friday promotion?
Yes, international orders are eligible for the Black Friday promotion.
Can I return items purchased during the promotion?
All items, except for those marked Final Sale, are eligible for returns. Please visit the Shipping & Returns page for instructions on initiating a return.
Our team is working hard to fulfill all orders within standard processing and delivery times. For information on our Domestic (US) and International shipping rates and methods, please visit the Shipping & Returns page.
When your order ships from our fulfillment center, you will receive a shipment confirmation email.
For US shipments, your email will include a UPS tracking number. To track your shipment, go to https://www.ups.com/tracking.html and enter your UPS tracking number.
For international shipments, packages shipped via tracked mail (as opposed to an express courier service) do not provide continuously updated tracking information - the details are usually updated every few days. However, during this time, there could be infrequent updates while the order remains in transit.
I placed my order incorrectly. How do I cancel my order?
Unfortunately, due to the high volume of orders during our Black Friday event, orders cannot be cancelled or adjusted.
If you wish to add more items to your order, please place another order. Note that if your order is placed during the VIP Access period, you may use the VIP Access code at checkout to receive the discount on your additional order.
If an item was ordered incorrectly, please wait until your order is delivered and follow the steps to initiate a return/refund. Please visit the Shipping & Returns page for instructions on initiating a return/refund.
