Hourglass Gal offer 14 days easy exchange and return for all purchases on our store.Items must be shipped back to us within 14 days upon receiving in their original condition and packaging.Please try and fit our products OVER panties or undergarments for hygienic reasons.Worn or used items can not be returned.

 

REQUIREMENTS FOR RETURNS/EXCHANGES

All returns and exchanges are subject to quality approval and inspection.Unapproved products will be sent back and refund or exchange will be denied.Please take extra care to inspect and test all returned items to ensure they meet these requirements:

  • Unworn
  • Unused
  • Unstained
  • Unwashed
  • All tags attached
  • Original packaging
  • No animal or pet hair
  • No smells other than natural product orders
  • No stretch marks or permanent wrinkles on items with latex
  • Within 14 days of the date you received your initial purchase

Refunds will be issued in the same form of payment within 14 days of receiving your return order.

Returns and exchanges that do not meet our policy will not be accepted and will be sent back to the customer.

For hygiene and safety reasons the following items can only be returned within our refund policy or returned for an exchange providing they meet the requirements above in addition to the following criteria. This does not affect your right to return faulty goods.

Panties, Briefs, swimming costumes, bikini bottoms, body shapers, leggings and jeans should be tried on over underwear. In the interests of safety and hygiene, we may refuse returns where it's obvious this hasn't been done. Where an item has a protective adhesive strip it must still be attached upon return.

Beauty & Cosmetic Products cannot be returned once opened or if the seal has been broken. 

Most of our items can be returned for a refund or exchange, with the following exceptions:Final Sale; Items marked as 'Final Sale' on the product details page are sold "as is" and may not be returned or exchanged. Certain products are excluded from our returns and exchange policy. If this applies it'll be clearly stated on the product detail page before you purchase.

Size/Color exchange of the same style is free. There is a $6.50 charge of shipping label for 1 item and 9.99 for 2 items for refund orders.

Refund of more than 2 items please send the package back using your own shipping method and no shipping label will be provided.

Please note that shipping costs are non-refundable.

To complete your return, we require a receipt or proof of purchase.

Please do not send your product(s) back to the address you received them from. We have multiple warehouses. Wait for our email with the proper US mailing address for returns/exchanges. 

There are certain situations where only partial refunds are granted (if applicable).Please ensure you are measuring yourself properly before placing an order. 

Due to inspection, warehouse, and processing costs a 15% restocking fee will be applied to all orders that are returned and refunded. Orders that are being exchanged or items being returned/exchanged due to manufacturers defect will not incur this restocking fee. The fee will be applied to the original order and the remaining balance will be refunded.

 

HOW TO RETURN/EXCHANGE AN ITEM

Please request your return or exchange within 14 days of the date you received your initial purchase to be eligible.

Send a return or exchange request to customer@hourglassgal.com and we will reply you with further instruction.Or request a return or exchange in this page.(Please do remember to put the # in front of your order number to search orders)

Each return should be accompanied with a Return Form.Please fill out accordingly, to the best of your ability and send the product and return slip to the address we provide via email.

 

RETURN/EXCHANGE PROCESS

  1. Ship your return package to Hourglass Gal. If you're using an Hourglass Gal Return Shipping Label, processing time will be 5 to 10 business days. If you are not using one of our labels, the carrier you chose will dictate the shipping time.
  2. Your package is received at our warehouse by the receiving department and is then sorted within two business days of being received.
  3. Our returns/exchanges department processes the request within 5 business days of the package being received.
  4. Returns are forwarded to the returns department for credit processing, which is completed within 5 business days.
  5. Exchanges are forwarded to the shipment department, which then ships the replacement garment to you within 1 week of your exchange being processed. At this point, you can no longer make changes to exchange requests.
    1. A shipment confirmation email is sent to you once the package is processed for shipment and will be picked up by the carrier that day.
    2. Your package will be delivered to you within 4 to 7 seven business days by USPS Standard Mail.

 

 WRONG/DEFECTIVE ITEM

We always make sure everything is 100% premium quality before shipping to you if by any means you received a wrong or defective item,please contact us with photo evidence at customer@hourglassgal.com.We will send you a free return label and send you a new item as soon as possible.