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 90 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
Refunds will be issued in the same form of payment within 5 business days of receiving your return order net of shipping label fees. 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
Items covering the lower body 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
Bras and 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
Beauty items cannot be returned once opened or if the seal has been broken.
Hosiery and adhesive bras
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 or with a price ending in $.99 are sold "as is" and may only be returned for store credit. 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 and returns for store credit are free. There is a shipping label fee auto-deducted from refunds. Shipping charges are non-refundable.
How to Return/Exchange an Item
Please request your return or exchange within 90 days of the date you received your initial purchase to be eligible.
Click here to initiate your return and generate a shipping label.
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. Our customer service team will receive your request and will reply within in 2-3 business days. Alternatively, you can request a return for store credit and can place another order for the item you would like.
If you wish to receive a refund, click here to submit your request for a refund. Note, a shipping label fee will be deducted from the amount of money returned to you. Initial shipping charges are non-refundable.
1) 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.
2) Your package is received at our warehouse by the receiving department and is then sorted within two business days of being received.
3) Our returns/exchanges department processes the request within 5 business days of the package being received.
4) Exchanges are forwarded to the shipment department, which then ships the replacement garment to you within 1 week of your exchange being processed.
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.