hourglasscosmetics.co.uk Reviews 

I usually will only write reviews when I have a terrible or fantastic experience. Placed an order over a week ago and my order has not been processed and no shipping label created and like others have said, I received a copy and pasted response or an AI response from Peyton saying they will transfer me to the right person which can take 3-4 business days. 3-4 business days to receive a human response are you kidding me? I’m meant to receive my product within 2-4 business days as stated on the website but what is the most appalling thing to me is actually their extremely slow responses and lack of customer service when Hourglass was meant to be “high end”. Agreed with others I actually feel that drugstore customer service is way better even though I hardly shop in drugstores. I used to not have problems with Hourglass when it was ran under a beauty giant retailer but now that they have their own website in my country, I thought I should buy directly from them. I wished I never placed an order with them.

My parcel got returned to sender as the courier couldn’t read my address. I’ve been replied to once last Wednesday, I went back and reconfirmed my address, but no other contact has been made now. Reading some others have had this same experience and not gotten their order or a refund is concerning

I contacted this company on two different occasion to ask if the mica they use in their products is synthetic (fluorophlogopite) or natural. They never answered my question, in fact, they stopped replying to my emails altogether after I brought it up, even though they had responded before.

Synthetic mica is made in a lab, very pure, and free from harmful contaminants. Natural mica, on the other hand, is mined and can contain free crystalline silica, which is classified as a carcinogen when inhaled. This isn’t something minor; it’s a real health concern, especially in products we put directly on our skin and near our eyes.

The fact that they won’t clarify what they use is suspicious to me. Consumers deserve transparency about the ingredients in the products they’re using, and I think people should be aware of this before buying from them.

For example, talc is going to be removed from all make-up products from 2027 and for the same reason. We need to fight for our rights and especially our health

They are only getting one star because you have to give a star. I never got my item the courier sent it back to them because they couldn’t read the address. They refused to give me a refund I will never buy from them again the guy I spoke to just couldn’t be bothered then had the cheek to ask me to give him a rating which again was zero.

Nothing wrong with the staff and service but I bought 2 of the same products and they were a rip off. It was the hour glass lip gloss in the gold container. There was the most minute amount in the container and only lasted a couple of weeks and I wasn’t wearing it every day. A lovely product but definitely not value for money.

100% Disappointing

I read all the reviews here on Trustpilot before placing an order, but despite the warnings, I decided to give it a try.

I wanted to purchase a brush palette that was previously marked as "Sold Out". However, when I checked the website again a few days later, it suddenly allowed me to add it to my cart so I went ahead and placed the order.

I was genuinely excited, but then my order was cancelled without any explanation. I emailed customer service to ask what had happened, and they replied:

“Unfortunately, our Ambient Lighting Custom Quad is out of stock and will not be returning, so the order had to be cancelled.”

If it wasn’t going to be restocked, why was I able to purchase it in the first place?

This was my very first order, and I had used a welcome discount code—so I’ve lost that benefit as well, all because of a mistake on their website?

I’ll just buy from somewhere else in future places like SpaceNK, Lookfantastic, etc.

I won’t be bothering with their official website again.

That said, it’s frustrating that their third-party stockists don’t carry the full range of products. I honestly don’t understand what’s going on with the UK market.

Thank you for letting me know that I should trust another reviews and don't waste time to give it a try!

Really awful customer service. I have written detailed emails explaining the situation , waited days for them to respond and when they do they don’t address the issue.
Hourglass products are amazing but don’t buy from here , use another provider like cult beauty or Sephora

Really disappointing CS. I ordered the Dragon Palette and it arrived with 2 of the pans broken. I emailed CS and it took them over a week to get back to me. No apology and considering I spent £90 was a bit surprised. Took over 2 weeks to get it sorted and rather than replying to my email to ask what I'd like to do (refund/ replacement) they didn't bother replying and just sent my money back. Really poor for a 'luxury' beauty brand I expected better. Won't order from them again.

Bought the skin tint - it brought me out in a terrible reaction on my face to the point i wasnt able to use products on my skin near it, for weeks. I also had to seek medical attention and pay for treatment.

On contacting customer services, they asked me to spend time answering extensive questions about the reaction and product for their research, yet refused to refund or even exchange the product.

Really shocking customer service.

I purchased an hourglass foundation brush in Brown Thomas Dublin. I paid 70 euros for it.
Very nice brush to use. But after two or three washes , the hairs started to fall out , making it difficult to use.
I had washed the brush per the instructions of the hourglass rep in the store.
When I brought it back , they told me I’d have to deal directly with hourglass customer service. Absolutely no satisfaction from them. What an unsatisfactory company to deal with. Won’t be buying any of their products again.

Purchased a few items and one eyebrow pencil was not fit for purpose, it just kept snapping!! Emailed them and they asked for further details which I sent, now I've heard nothing!!
Overpriced high end products which are cheaply made.
You think a company such as this would have better customer service!!

APPALLING CUSTOMER SERVICE
£63 and no delivery. Impossible to contact Customer Services. They don't reply. Order placed 17/03/24. It's now 27/03/24.
Clearly they don't care. Breathtaking arrogance towards consumers
I had liked there products very much but there are a lot of other companies out there and I will find an alternative.
Eventually this will affect sales as online is so huge now.

This brand is superb. Good quality products and service/delivery (UK). Great for vegans. Recently purchased Veil tinted moisturiser. I have horrendously reactive skin due to eczema and this product not only covers well but has also reduced the redness that I suffer from. Caution is the only mascara I use now. Applies and works well. Expensive but worth it if you can stretch to it. I won’t use any other brand for my basic make up items.

Quick response but no resolution. When having trouble with my product just advise to spend more money and buy something else.

I want to start off to say I actually really like hourglass I love the palettes they do every year. I love the blushes and scattered light eyeshadow.
I wanted to get my hands on the new 2023 holiday palettes in particular palette 2 ( leopard) and palette 3( snake) the issue is I don't like snakes. I hate snakes. So decided to purchase the palettes from their own website so I can customize the cover.
I ordered palette 2 as an owl and palette 3 as a leopard. I used the black friday code and got 20% off so I was naturally very excited.
Within 2 days they refunded me the leopard palette as it was probably out of stock. It was annoying but these things happen. Then few days later they refunded me the owl Palette. I mean WHY!!!! WHY would you have items on the website and allow people to purchase them if you didn't have any stock ?!?!?. I got no apologies no future discount nothing. TERRIBLE service and now I have no palettes. I no longer trust ordering from their website and will purchase from other retailers. For a luxury brand that chargrs luxury prices you would expect the customer service to be better. Im so shocked and may boycott them in the future. Shame on you hourglass you should treat your customers better.

Order was late so I had to buy something else at the airport for my holiday. No reply to numerous emails, DMs and seems they restrict comments on Instagram. Shocking service, I’m stuck with a load of products I don’t need anymore. To ignore customers like that is unforgivable and the fact they think it’s acceptable to do so in the current climate and in such a competitive industry is arrogant to say the least. I’m no longer a fan of hourglass and will be looking for alternative brands from now on. Horrible experience

If I could leave zero stars I would. Finally received my item but returned it as I bought from elsewhere as I waited so long. I had to pay my own postage for the return as customer service don't reply to any emails. they received the item 2 weeks ago and no refund. No-one replying to my emails asking for a refund. Will be taking this further. this company needs to stop trading, it's shocking that they're getting away with this for so long. I cannot tell you more clearly DO NOT BUY FROM THESE PEOPLE.

Order placed over the weekend so didn't expect it to arrive next day, which it didn't.
But
My eyeliner was broken!! I have emailed customer service, who asked for further details which weren't on my product so I replied and not heard a thing!!
I'm bored of emailing and asking them what on earth is happening, am I being refunded? or this item being replaced? Wishing I would have purchased the Victoria Beckham eyeliner instead as same price!!

Tried to place an order for my first purchase, discount code did not work. Sent an email asking for help. They replied after a couple of days but did not actually advise on this, I responded asking again but the email was ignored. Sent a new email, this was ignored also. Wouldn't have cared so much but it was a big order so would have been a help towards the cost. I will purchase from another stockist after reading the reviews. Obviously don't give a hoot about customer care.

Einige Produkte dieser Hight End Marke gehören schon seit Jahren zu meiner täglichen Makeup Routine und zufrieden war ich immer ! Bis ich dann neulich eines der neuen Produkte ausprobiert habe und meine Haut irritiert reagiert hat , alles nicht weiter tragisch , bis ich dann Kontakt zum Kundenservice aufgenommen habe ! Ich habe noch nie so einen schlechten Kundenservice erlebt , absolut nicht Entgegenkommend , nicht Problemlösend orientiert ,unglaublich schlecht und so ärgerlich !Ich schaue mich zukünftig anderweitig, um es gibt inzwischen zahlreiche Hersteller auf dem gleichen Niveau !!!