Hourglass Cosmetics Reviews

Had an issue with one of my brushes and reached out to Hourglass support. I was really impressed with how they handled it. Quick response, super helpful, and very professional throughout. Peyton especially went above and beyond to make the experience smooth and easy. Good customer service is hard to find, and this really shows the brand in a positive light. Everything went perfectly.

This highlighter is absolutely the best on the market.

Really enjoy the hourglass luminous glow foundation. It applies smoothly without dragging and stays put all day. It's light coverage, so if you want full coverage you'd need to build it up or pick something else. I also grabbed their lip liners, which go on nice and soft, but here's the problem: they don't sharpen worth a damn. I've tried three different sharpeners and nothing helps. The sharpening is rough and messy, and you end up with little pieces sticking out everywhere. They should either include a decent sharpener or change the pencil casing. The product quality is good but this is a real frustration.

Everything arrived beautifully packaged and shipped internationally really fast. The products themselves are exactly what I wanted. Very happy with the whole order.

The cancellation itself wasn't even the worst part, it was that they never told me what was going on. I let them know ahead of time what was happening, offered to verify my info, and was told the order wouldn't get auto-canceled. Then it got canceled multiple times anyway without any explanation and I had several charges sitting on my card. It was really stressful and the whole process needs serious improvement.

Just picked up the hourglass veil eye primer and I'm really disappointed. The consistency is way too thick - feels like you're putting glue on your eyelids. Removal is a nightmare. I'm usually a fan of their veil primer and mineral primer, but this eye version just doesn't work for me. The texture is unpleasant and honestly not user-friendly. Throwing the rest away since I can't use it. Wish I hadn't spent the money on this one.

Terrible experience on this website. Ordered $700 worth of stuff for Christmas two separate times. First order in November got canceled. Second order in December also got canceled. The customer service emails are clearly automated AI and the message I got was basically saying their fraud system canceled it even though my bank approved it, which makes no sense.

I ordered over $600 worth of products in November because I needed them before the holidays. They canceled the whole thing, never sent anything, and I'm still waiting on my money back. Customer service didn't seem to care about how urgent this was or how it affected me. A luxury brand should handle this way better.

One Star: Faulty Product and Refusal to Support Consumer SafetyI'm writing this because Hourglass has completely ignored a problem with a defective mascara I bought from their official counter at the airport on August 13th. The Instant Extensions Mascara caused major clumping and made my eyelashes fall out right after I used it. I reported this to them in September with all the details. Despite that, they kept brushing me off and wouldn't help because I didn't have a receipt, even though I had the exact location and date of purchase documented. Their position doesn't hold up legally. When you sell something at an official Hourglass store, you're responsible for making sure the product is safe and works as intended. Refusing to deal with a serious product safety issue goes against basic consumer protection. Hourglass has failed to help a young customer, refused to take responsibility for something they sold, and won't even investigate whether there's a legitimate safety concern. This is unacceptable.

The makeup itself is great, but I have major concerns about their shipping information. What they post on the site about processing times is really misleading - it takes much longer than what they say before it actually ships. I got some responses that looked automated, including one that promised shipping that came after I already had the package. Once it finally does ship though, it gets here super fast. Didn't have any trouble with taxes or customs from Europe where I am.