Hourglass CosmeticsReviews of hourglasscosmetics.com

it's been a month and my order never arrived or moved, i tried asking customer service and they give me the same AI automated responses, and don't tell me when my order is going to be shipped. it's been sitting in a warehouse in comton for a month and they refuse to refund me, the event i bought the items for has long passed, never order from this sloppy company.

My parcel was sent back because I couldn't reach delivery company and they told me to contact the sender. I'm trying to contact hourglass support for few days and get NO ANSWER at all!! I have no idea where my parcel is and they just keep silent

I paid for my order in September 2026. I have received nothing. Hourglass sent me a "Your order is on its way" email on 10 September. It wasn't. DHL confirmed the parcel was never handed over. Support told me it was picked up and stuck in customs. That was false. They created two replacement orders. The first was missing a palette I paid for. Both are marked "Fulfilled". Neither was ever picked up by DHL. Three orders. Three labels. Zero parcels shipped. My case was "escalated to a specialist" on 5 October. Still no parcel, no date, no explanation. Hourglass apologises a lot. It does not ship.

I placed an order on the 9th September for the new hourglass palette which I haven’t received. I’ve emailed several times. I have gotten a reply to say it was being escalated to a concierge to address it. No further responses. I have also contacted DHL who have told me they havent received the package yet. Only label created by hourglass. I am now out of pocket for €108. I have now requested a refund. I think at this stage I will have to see if my bank can help me. I’m appalled by this companies lack of care or service for their customers I can submit copies of emails and transactions if required

¡Horrible! Hice mi pedido el 8 de septiembre. Hoy es 29 de septiembre y no me ha llegado ni tengo noticias del mismo. Lleva sin avanzar desde el 16 de septiembre. No sé si lo han perdido, o que ha pasado. No contentas a mis correos, no proceden al reembolso del dinero o cancelación del mismo, es una vergüenza este servicio teniendo los precios que tienen tan elevados que no te den una solución.

3 weeks as orders placed, nothing received, no refund Customer support does not reply. I’m shocked

Order #W0874192 paid with Express Shipping never sent! Unresponsive support. I placed an order (#W0874192) on September 9 with Express Delivery. Over two weeks later, DHL confirmed the physical parcel was NEVER handed over to them. Both Hourglass and Global-e support are completely ignoring my emails. Terrible customer service.

Extremely disappointing experience! I placed my order on September 9 and paid for expedited shipping. On September 26, it still hadn’t even been handed over to DHL! Customer service asked me to wait an additional 3–5 business days. I did, but the order still wasn’t shipped, and now they have stopped responding to my emails. If I had known the shipping and customer service would be like this, I would have simply bought that pallet from Sephora. Update: The order was never sent but at least they returned money.