• / Returns & Exchanges

Returns & Exchanges

Hourglass Gal offer 14 days easy exchange and return for all purchases of eligible items on our store.Items must be shipped back within 14 days upon receiving in their original condition and packaging.Worn or used items can not be returned.

***All exchange/return requests or defective/faulty claims much be submitted within 14 days upon receiving the order to be eligible.

 

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.

Most of our products can be returned for a refund or exchange, with the following exceptions:

  • Final Sale Items. Items marked as 'Final Sale' on the product details page are sold "as is" and may not be returned or exchanged.
  • Exchanged Items. All exchanged items are final sale and won't be accepted to return or exchange again.Customers are responsible for exchange size chosen.
  • Underwear, Butt Lifters and Butt Lifting Panties. For hygiene reasons, underwear and butt lifting panties are not eligible to return.
  • Shapewear that has a crotch. For hygiene reasons, any garments with a crotch are not eligible to return.
  • Creams and Teas. This kind of product cannot be returned once opened or if the seal has been broken. 
  • Pushup Bras.  For hygiene reasons, bras and intimate items are not eligible to return.
  • Beauty & Cosmetic Products. This kind of product cannot be returned once opened or if the seal has been broken. 

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 on both ways shipping. 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.

 Each order is eligible for one exchange within 14 days upon delivery.All shipped exchange items are final sale and customer is responsible for the exchange size chosen as actually products have been fitted.

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.

***All exchange/return requests or defective\faulty product claims much be submitted within 14 days upon receiving the order 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 our return centre (Address is printed on the return shipping label). If you're using an Hourglass Gal Return Shipping Label, processing time will be 6 to 10 business days once we receive the return package. If you are not using one of our labels, the carrier you chose will dictate the shipping time.Please note that the processing time will be longer if you're shipping the item back with your own shipping method and you would need to notify us with a proper tracking number.
  2. Your package is received at our return centre by the return department and is then sorted within two business days of being received.
  3. Our returns/exchanges department processes the request within 6 to 10 business days of the package being received.
  4. Refund are forwarded to the returns department for credit processing, which is completed within 3 to 7 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 3 to 6 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 within 14 days upon receiving the order.We will send you a free return label and send you a new item as soon as possible.

 

 ***All defective/faulty claims much be submitted within 14 days upon receiving the order to be eligible.After 14 days policy period,we can no longer process those requests and Hourglass Gal is not responsible for used items.

 

 REFUND POLICY

  • Hourglass Gal offers 14 days refund policy period.All refund requests must be submitted within 14 days upon receiving the order to be eligible.
  • We DO NOT accept refunds for any reason while products are IN TRANSIT. 
  • To be eligible for a refund,products must be shipped back to our return centre within 14 days upon refund requests approved and items must meet these requirements as below:
    • 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
    • Postmarked within 14 days of the date your refund requests confirmed to be approved via email.

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

  • No refund will be processed when an exchange of an order is in process. Customers need to confirm the exchange or refund request within 14 days upon delivery and once it's confirmed it's final and no changes can be made during processing.
  • No refund will be processed for packages that have delivery confirmation to the address that was provided. The customer accepts full responsibility to file any claim(s) with carrier for damaged and/or lost shipments.
  • No refund will be processed for faulty/defective product claims.Customers can contact us with photo evidences at customer@hourglassgal.com within 14 days upon receiving the order.A replacement will be sent out to an eligible request.
  • Refund will be issued minus return shipping label charge if you're using our return label ($6.5 for one item and $9.9 for two or more items) within 6 to 10 business days once the return package is received by our return centre.
  • Return packages that are lost in transit or don't have a proof of proper tracking to indicate receiving by our return centre will not be eligible for a refund.
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