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Return/Exchange Policy

FREE Exchanges and Easy Returns

To err is human, but to exchange is divine! Unfortunately exchanges and returns happen. Our 100% guarantee ensures to you can return original condition, unused items in their original packaging within 30 days. We simply ask that when you receive an order, you try it on OVER panties or undergarments. We are unable to accept worn items for hygienic reasons. Items tried on longer than 5-10 minutes are considered worn. Refunds are issued to the original credit card used to make the purchase. Please note that all purchases on closeout items are final and non-refundable. There is a limit of 1 free exchange per order. Please be patient as it can take 10-15 business days to receive and process your return with the care it deserves.

Product return/exchange requirements:

  • Unworn
  • Unused
  • Unstained
  • Unwashed
  • 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

How can I get a FREE shipping label for an exchange?

To exchange an item email us at returns@hourglassangel.com to request a shipping label.

Your email should include the following information:

1. Your order number
2. Your FIRST and LAST name
3. The reason you are requesting a return.

Return/Exchange Policy 

After we receive your request, a shipping label will be emailed to you. To process a return or exchange, we need to receive your item within 30 days of the date you received it. Your exchange will be returned to you with FREE standard shipping. Express shipping may be requested at the time of return for an additional cost. Please allow 10-15 business days for the exchange item to be shipped back to you. To process a return or exchange, we need to receive your item within 30 days of the date you received it. If you need a return label, please request it immediately, so that you may return your item to us within the permitted time frame. Follow the instructions on the label and your exchange will be returned via standard shipping. Express shipping may be requested at the time of return for an additional cost.

Free exchanges are limited to one per order.

If you return your item through another method, we strongly recommend choosing an insured, traceable method so that you can make a claim with your carrier in the event that it is misplaced in transit. Shipping charges are non-refundable.

If an item is sent back for a refund with a return label that was requested, a fee of $9.45 will be deducted from the amount of money returned. You’re welcome to ship the return yourself, but please choose an insured, traceable method so that you can make a claim with your carrier in the event of items being misplaced in transit.

Please mail your product to the address below:
Hourglass Angel
Att: Returns Dept
2239 S Laramie Ave
Cicero, IL 60804

Who pays for return shipping?

Exchanges ship FREE when you request and use our complimentary return label! Hourglass Angel will gladly pay the return shipping on exchanges. But remember, if an item is sent back for a refund with our return label, a fee of $9.45 will be deducted from your order. You’re welcome to ship the return yourself, but please choose an insured, traceable method so that you can make a claim with your carrier in the event of items being misplaced in transit.

I received the wrong/defective item.

 If you have received a defective or incorrect product, and need to replace it with the same item please email us at returns@hourglassangel.com to request a FREE return label.

Your email should include the following information:

1. Your order number
2. Your FIRST and LAST name
3. The reason you are requesting a return.

After we receive your request, a return label will be emailed to you and we will replace the damaged or ship the correct style, free of charge. Please note that all defective/damaged garments are sent back for revision, we hold the right to refuse a garment if it is not defective, or if it was damaged due to improper use.

How long does it take to process my return/exchange?

running! We will process your refund or replacement request as soon as earthly possible, typically 3-4 business days. Please give us up to 14 days from receipt of your return to complete the process. We’ll send a notification via email when your item is on its way!

If you've requested a refund, replacements of a lower value than the returned goods, or no return instructions are specified, any refund due will be credited back to the card used to pay for the original order. We'll send an email confirmation once your refund has left us and is on its way back to your card. Please plan on up to five business days for your bank to process the credit to your account. (This delay is unfortunately outside of our control. For more information, review your bank's terms and conditions).

If you have any further questions or concerns about our return policy don’t hesitate to email us at: info@hourglassangel.com or call us Monday-Friday 9am to 5:30pm CST at: 877-442-4530.