Returns & Exchanges
We understand – some purchases just don't work out. Our 100% guarantee ensures that you can return unused items in their original condition and packaging within 30 days for a free exchange or prompt refund. 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 worn for longer than 5-10 minutes are considered worn and cannot be returned.
Requirements for Returns/Exchanges
All returns and exchanges are subject to quality approval and inspection at our warehouse personnel. Please take extra care to inspect and test all returned items to ensure these requirements:
- 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 30 days of the date you received your initial purchase
How to Return/Exchange an Item
Please request your shipping label within 30 days of the date you received your initial purchase to be eligible for a refund or exchange. Please note there is a limit of 1 pre-paid shipping label per exchange order.
Click here to submit your request for a shipping label.
If you wish to receive a refund, click here to submit your request for a shipping label. Note, a shipping fee of $5.00 will be deducted from the amount of money returned to you.
1. Ship your return package to Hourglass Angel. If you're using an Hourglass Angel Return Shipping Label, processing time will be 3 to 5 business days. If you are not using one of our labels, the carrier you chose will dictate the shipping time.
2. Your package is received at our warehouse by the receiving department and is then sorted within one business day of being received.
3. Our returns/exchanges department processes the request within 3 business days of the package being received.
4. Returns are forwarded to the returns department for credit processing, which is completed within 2 business days.
5. Exchanges are forwarded to the shipment department, which then ships the replacement garment to you within 2 business days. At this point, you can no longer make changes to exchange requests.
a) A shipment confirmation email is sent to you once the package is processed for shipment and will be picked up by the carrier that day.
b) Your package will be delivered to you within 4 to 7 seven business days by USPS Standard Mail.
Returning items without our pre-paid shipping label
You are welcome to ship your return yourself, but please choose an insured, traceable method. Please also keep all documentation pertaining to your package so that you can make a claim with your carrier in the event that it is misplaced in transit. Shipping charges are non-refundable. Mail your return to this address:
Attn: Returns Dept
2239 S Laramie Ave
Cicero, IL 60804
If you are located outside the United States, please view our international orders return/exchange procedures.
I received a wrong/defective item
In the event something is wrong with your order, please click here to submit your request for a free return shipping label.