Hourglass CosmeticsReviews of hourglasscosmetics.com

My biggest issue was not the cancellation itself, but the lack of communication. I explained my situation in advance, offered verification, and was told my order would not be automatically canceled. Despite this, the order was canceled multiple times without responses, leaving several pending charges on my card. This experience was very frustrating, and I hope the process can be improved.

I have just bought hourglass veil eye primer from Liberty and think the product is awful. It was like coating your eye in upvc glue. It’s so thick & difficult to remove. I love the hourglass veil primer & hourglass mineral primer but this eye primer I didn’t find the texture nice or easy to use. I shall be binning the rest it’s that bad & wished I’d saved my money!

Horrible. Ordered $700 worth of items for Christmas TWICE. One in nov, which ended up getting cancelled. Another in Dec which also ended up getting canceled. The emails are staffed with AI and the respond I got was, “ I understand your concern, and I want to clarify that while your bank did approve the transaction, your order W077223 was canceled due to our automated fraud prevention system. This system operates independently of bank approval and is designed to protect both customers and the company.”

placed an order with Hourglass back in November for over $600 because I needed it before Christmas. They canceled my order, didn’t send my products, and still haven’t refunded me. Customer service has shown zero urgency or concern for my time or my money. This is unacceptable for any brand, especially one that claims to be luxury.

⭐ 1 Star – Serious Product Defect & Failure to Uphold Consumer Rights I am submitting this review due to Hourglass’ ongoing failure to address a defective mascara purchased from their official Hourglass counter at Stansted Airport on 13th August 2025. The product (Instant Extensions Mascara) caused significant clumping and subsequent eyelash loss shortly after use. My daughter – a minor – raised her concerns with Hourglass in September, providing full details of the purchase. Despite this, she was repeatedly ignored, and her concerns were dismissed solely because she did not have a traditional receipt, even though the purchase location and date were clearly documented. This position is legally unsound. When an item is sold at an official Hourglass point of sale, the company remains responsible for ensuring the product is safe, fit for purpose, and free from defects. The refusal to engage with a legitimate product safety issue is entirely inconsistent with basic obligations under consumer protection law. To date, Hourglass has: • Failed to provide meaningful support to a minor. • Failed to acknowledge responsibility for a product sold under their own brand. • Failed to investigate a potential safety issue involving the eye area. • Provided contradictory or dismissive responses from multiple representatives. • Attempted to avoid liability by relying on technicalities around sales channels. This is extremely concerning behaviour for a premium cosmetics brand. Customer welfare and safety should take precedence over internal processes, yet that has not been the case here. Based on this experience, I cannot recommend Hourglass. Their handling of this matter has been unprofessional, legally questionable, and dismissive of a genuine safety concern.

Love the products, but the shipping information on the home page is very misleading - processing before shipping takes way longer than indicated. My inquries recieved what appeared to be automated responses (one promising to ship soon even arrived after I received the order). Once the order finally ships, it arrives really quickly. No issues with Tax and Customs Board either (I am based in the EU).

made a mistake when sending the order and I paid a very large tax in Denmark, although all taxes are included and this is stated on their website. Support simply does not react to this and does not respond. very disappointed, I was a regular customer and recommended to many people

DISASTER from start to finish – avoid like the plague! Ordered a simple highlighter, it arrived smashed to pieces. Waited two weeks just to get a response, then another four weeks still chasing a refund that never came. What an absolute shambles. Save yourself the hassle – don’t waste your time or money!