hourglasscosmetics.co.uk Avis 

Still waiting for my order.. that I bought on their website because I thought it will get sooner than if I would wait to buy at retailers like cult beauty. Receive a email from them that delivery is around 16 days. Even packages from CHINA and Australia are faster than this. Let alone that they can’t provide a normal track and trace. The track and trace says the same “in transit” for 10 days already. If you contact them , then they say this: “packages shipped via tracked mail (as opposed to an express courier service) do not provide continuously updated tracking information”. What’s the point of a tracked mail then? With other words do not buy here! And if you really want their products buy it at retailers!

Price gouges and onus on customer to pay for delivery on return of goods. Archaic way of doing business. Can't say if products are worth the exorbitant price.

Surprised and quite disgusted with the lack of response from Hourglass customer service. One side of their double ended brush came apart when I gently washed it....I contacted their CS with absolutely no reply. Obviously they aren't interested in keeping their loyal customers so I will be buying from a company that is interested and cares.

Shocking service returned my order no refund. I've had to log a charge back with my credit card company. Will never use this brand again.

I will never use this company again after being a loyal customer for many years - I usually buy my products form John Lewis but they were out of stock with the palette I wanted so I ordered online with hourglass cosmetics uk online - £55 palette arrived used / swatched - I emailed customer services with order number batch number pictures - and I’ve sent several emails - only 1 initial automated reply asking for the same info I’d already submitted- I resent all the attachments- absolutely no reply - this is disgraceful and just wrong . Taking money with absolutely no customer care - hourglass loyalty lies both ways and you have lost my custom now - I’ve instructed my credit card company to try recover my losses - DO NOT USE THIS COMPANY

So after ordering some Hourglass products through other sources previously I thought why not order directly through hourglasscosmetics.co.uk, this was my first mistake!
I ordered over £100 worth of goodies and due to this was offered next day delivery, this was on the 29th of May so as this was a Sunday I thought it wasn’t an issues as I should receive my order by Tuesday.
Tuesday then came and went and there were no updates on my order by email or txt! I went back on to the website to look for a way to make contact with Hourglass only to find an email address!
I sent an email stating my concerns and asked them to look in to my order however it then took days to receive a response and they first made contact on the 7th of July.
They made a poor excuse saying they had a system glitch and that they would look to fulfil my order but couldn’t guarantee when it would be shipped or when it would arrive! I couldn’t believe it! There was no real apology or any sort of compensation offered for the inconvenience! The order eventually was shipped out and arrived in the 15th of June, over two weeks after I made the order and selected next day delivery!
Imagine my disappointment when I opened the box only to find that two of the items I ordered were missing!!! There was no invoice and no explanation as to why they were not there.
Much to my frustration I knew that the only way I could make contact with them was through the email address provided that I had already used.
I decided to instead call the number on the delivery label as strangely it’s dermologica that ship the Hourglass products??? I got through to someone eventually and asked them if the could provide me with a phone number for Hourglass, what I can say is they 100% have one but that they would not pass this over to me in order for me to make contact with them.
I was back to the drawing board trying to make contact with them through the email address to find out where my missing items were, I eventually got a response from them and again they were not very apologetic and mentioned I would be refunded for the items as they were not I. Stock! This again was a huge shock as I thought surely you wouldn’t be able to order an item if it was out of stock.

Again I wasn’t really offered a proper explanation as to why I was able to order out of stock items or why I hadn’t been informed sooner that this was the case, there was no sincere apology and no offer of compensation for the horrendous experienced received!

Avoid ordering with them at all costs, terrible service awful customer service as you can’t get hold of anyone overall the worst online ordering experience I’ve ever received!

never received! no response from emails! totally scam!

I purchased an hourglass foundation on a weekend away as I left mine at home!!! Buyer beware, I purchased from an Hourglass stand within Selfridges. In store under artificial light the beautician came up with my colour BEIGE. In daylight I look somewhere between jaundiced and tangoed, not a great look. Having returned home I contacted Hourglass customer services and they cannot help as I did not buy from them..... Wait a minute it was an hourglass stand within a store, it was your product and the beautician was wearing an Hourglass uniform!!!!!!!!! Still no offer of help except return to store that it was purchased from, unfortunately that store is 200 miles away, so I am stuck with a product that is totally useless. Based on the way this has been handled I would never purchase from them again so they have lost someone who spends a lot on skin care and cosmetics and I would suggest to anyone reading this to give them a miss. There are other brands with much better customer services.

Don't order from this company. Items haven't arrived after 2.5 months and they're not responding to emails and not taking phone calls. It's a scam, don't waste your money.

Do not order from this company! You will no receive your order nor will you receive any replies to your emails from customer service! Total scam!!!

Dont order from them you will not receive your items! They are a scam!!

I was so ready to love this company. I like their products and packaging. It turns out after asking about how to recycle there pretty metal packaging and plastic packaging, they have no recycling program and suggested I go to another cosmetic company. They say they’re cruelty free, I’m not sure how that’s possible. So I will move on, Obviously they don’t take into consideration our earth or their customers.