Returns & Exchanges
With online shopping comes the greatest challenge there is – buying without trying. It’s understandable that you may have ordered the wrong size or perhaps something you thought you would like based on the image and description, yet you feel it didn’t meet those standards in real life.
At Hourglass Express, we do our best to provide the most accurate product descriptions we can. Our sizing charts match up congruently with their respective products, each viewable on the corresponding product page. We want our customers to know exactly what they are ordering.
A Few Things to Note:
- Our return policy lasts 7 days. If 7 days have gone by since you received your products, we unfortunately cannot offer you a refund or exchange.
- 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. Find tips on how to measure yourself by checking out this page.
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.
Returns (accepted under the following circumstances):
- Damaged Product
- If the product arrives damaged. Whether due to shipping care or a manufacturer’s defect, we will honor a 100% full refund or exchange. We will require photo evidence of this via email to email@example.com
- Not As Described
- If the product arrives and the customer can prove that it does not match up with the product description. We will honor a refund or exchange for a different item.
- Product Lost in Transit
- If the product doesn't arrive because it is clearly lost in transit. We can either send you another product or we can refund you 100%. Depending on whether or not the new product will still be arriving within the 15-30 day time frame. The customer’s choice! (This will only be implemented after the estimated shipping time range has passed.)
- Sizing Issues:
- If the size that was ordered does not fit, please email us at firstname.lastname@example.org and once we confirm we will provide the US return Mailing Address to be sent back.
- There are 3 options that come with exchanging the product:
- 1) Fastest Method: Order the size that you need on the site. This way we can process and ship out immediately. In the meantime, you can ship the primary product back to us at our US location. As soon as we receive it, we will give you a full 100% refund on the first order.
- 2) Slower Method: Ship the product back to us. It might take us up to 5-7 days to receive. Once we receive it, we can ship out the new product that will fit.
- 3) Keep the product that you have. You will most likely need it within a couple months if you waist train properly if the size was too small! We can give you a 20% discount on an order for the new product if you choose this method.
Returns & Exchanges ONLY Accepted If Products Meet Following Criteria:
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- All tags attached
- No smells other than natural product orders
- No animal or pet hair
- No stretch marks or permanent wrinkles on items with latex
- Original packaging
- Within 7 days of the date you received your initial purchase
How to Return:
- 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.
- We reserve the right to deny an exchange if the item is clearly worn, not in new condition or does not meet the standards listed above. Butt lifters and creams are final sale for hygienic reasons.
- For any questions or concerns, please email us at email@example.com
Late or Missing Refunds:
- Check your Bank Account
- Contact Credit Card Company
- Processing time USUALLY takes 3-5 business days
- If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
The customer is responsible for paying their own shipping costs for returning an item. Shipping costs are non-refundable. If you receive a refund, you will receive back exactly what you paid for the product and nothing more as we offer free shipping.
Depending on your country of origin, it may take 15-30 days for your exchanged item to reach you.
If you are shipping items over $75, we would highly suggest shipping the product back to us with tracking.
We don’t guarantee a refund just because the product was shipped back to us.