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 fulfillment personnel. Please take extra care to inspect and test all returned items to ensure they meet 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
Refunds will be issued in the same form of payment within 30 days of receiving your return order. Note, shipping charges are non-refundable.
Returns and exchanges that do not meet our policy will not be accepted and will be sent back to the customer.
For hygiene and safety reasons the following items can only be returned within our refund policy or returned for an exchange providing they meet the requirements above in addition to the following criteria. This does not affect your right to return faulty goods.
Panties, Briefs, swimming costumes, bikini bottoms, body shapers, leggings and jeans should be tried on over underwear. In the interests of safety and hygiene, we may refuse returns where it's obvious this hasn't been done. Where an item has a protective adhesive strip it must still be attached upon return.
Maternity Bras and Nursing Tanks, must be tried on over undergarments. In the interests of safety and hygiene, we may refuse returns and exchanges where it's obvious this hasn't been done.
Beauty & Cosmetic Products cannot be returned once opened or if the seal has been broken. Hosiery and adhesive bras cannot be returned once the pack has been opened or damaged (if the pack is unopened & undamaged then returns are fine).
Items that can't be returned or exchanged
Most of our items can be returned for a refund or exchange, with the following exceptions:Final Sale; Items marked as 'Final Sale' on the product details page are sold "as is" and may not be returned or exchanged. Certain products are excluded from our returns and exchange policy. If this applies it'll be clearly stated on the product detail page before you purchase.
The first exchange is free. There is a $8.75 charge for a refund shipping label. Shipping charges are non-refundable.
How to Return/Exchange an Item
Please request your return or exchange within 30 days of the date you received your initial purchase to be eligible.
Click here to begin the return/exchange process. First, locate your order by entering your order number, email address and zip code. As long as your order has already been delivered, you'll see the option to “Start Return.” Click that and follow the instructions to process your exchange.
International orders have a different return process and do not qualify for free returns or exchanges, please view our international orders return/exchange procedures.
Exchanges are free at Hourglass Angel. So if you need a different size, color or something else entirely, Click here to begin the exchange process. First, locate your order by entering your order number, email address and zip code. As long as your order has already been delivered, you'll see the option to “Start Return.” Click that and follow the instructions to process your return or exchange.
If you wish to receive a refund, click here to submit your request for a shipping label. Note, a shipping fee of $8.75 will be deducted from the amount of money returned to you. Shipping charges are non-refundable.
- Ship your return package to Hourglass Angel. If you're using an Hourglass Angel Return Shipping Label, processing time will be 5 to 10 business days. If you are not using one of our labels, the carrier you chose will dictate the shipping time.
- Your package is received at our warehouse by the receiving department and is then sorted within two business days of being received.
- Our returns/exchanges department processes the request within 5 business days of the package being received.
- Returns are forwarded to the returns department for credit processing, which is completed within 5 business days. Note, shipping charges are non-refundable
- Exchanges are forwarded to the shipment department, which then ships the replacement garment to you within 1 week of your exchange being processed. At this point, you can no longer make changes to exchange requests.
- 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.
- 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. Note, shipping charges are non-refundable. Mail your return to this address:
Attn: Returns Dept
80 Internationale Blvd
Glendale Heights, IL 60139
If you are located outside the United States, please view our international orders return/exchange procedures.
I received a wrong/defective item
Garments purchased from Hourglass Angel have a 30 day warranty for manufacturer defects, if your order qualifies we will honor a replacement for the garment. In the event something is wrong with your order, please click here to submit your request for a free return shipping label.