Hourglass Cosmetics Reviews 20

I recently contacted Hourglass customer service regarding an issue with one of my brushes and was genuinely impressed by the experience.

From the outset, the response was prompt, helpful and very professional. Peyton, in particular, was incredibly attentive and made the whole process smooth and straightforward.

It’s rare to come across such efficient and considerate customer service and it really reflects well on the brand.

It was a very positive experience overall!

Best highlighter in the market

I love hourglass luminous glow foundation. It goes on smoothly, no skidding and stays on. It’s a light cover so if you’re looking for full cover, skip this one. Unless you want to build it up. I also purchased the lip liners, which also go on smoothly and softly, but, and this is a big butt, they sharpen horribly. I have tried three different sharpeners and nothing works well. It’s not the product itself, I don’t need a super sharp pencil, in fact I would rather have a blunt one, but the encasement doesn’t smoothly sharpen, and thus you wind up with some shards sticking out, which isn’t pleasant. They either need to provide a good sharpener or change what the product is encase in.

Perfect packaging, fast international delivery. Satisfied with the products.

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!

Mein Päckchen wurde vom Zusteller geöffnet und wieder verklebt. Es kam leer bei mir an. Der Kundenservice von Hourglass hat sehr nett und schnell auf meine Mail reagiert und mir ganz unkompliziert Ersatz zukommen lassen. Würde wieder dort bestellen

All staffed by AI bots. Can't get any help at all no matter how reasonable the request. terrible.

I ordered products online for 90 pounds and received only samples after the due date for which I had paid. They also advertised two products for 76 and when you choose that option, it is 86, which is misleading the customer as well. However, sending your order without your products is shocking and beyond any dissatisfaction.

I placed an order on May 14–15 (Order W0672168) and to this day I haven’t received anything. I’ve reached out to Hourglass Cosmetics’ customer service multiple times since then, and all I’ve received are generic automated replies saying they’ll respond in 3–4 business days. It’s now been weeks with no proper response or update. This level of service is unacceptable, especially from a premium cosmetics brand.

If you value reliable shipping and responsive customer support, do not order from here. Extremely disappointed and will not be purchasing from Hourglass again.

I have purchased a product, they shipped it and now it is lost.
I am waiting for 17days.
There is no one to contact, and no one cares.
I have sent several mails, and still no respond.
Although their products are great, their shipping and customer service is a crap.

The worst customer care ever!! My order never arrived, I wrote several time to the customer care service to let them know that something wasn't ok with the express delivery (which I paid an extra for), but they took a week to reply every time and never really checked. After more then one month from the day I placed my order they replied that it looked like it had gotten lost in transit. Stay clear from Hourglass Cosmetics!

No updates on my parcel whatsoever. It’s not what you’d expect from a high end brand as Hourglass. It just brings the whole quality down.

They need someone to manage the shipping processing and really streamline it into high efficiency & high service quality standards, because right now the posting procedure is a pure tragedy that feels like a cheap untrustworthy AliExpress experience.

I would put 0 if there was the possibility to do so
I’ve been waiting for my package for a month now. I don’t know where it is cause it’s been “ready for shipment” for almost ten days. Hourglass does not answer my email, Global-e does not answer my email. I order 100€ of products and now I have nothing