return policy


Return Policy – Couture by Hourglass

At Couture by Hourglass, each item is made with care and attention to detail. Because many of our products are custom made, please review our return policy carefully before placing your order.

 

Custom & Made-to-Order Items

 

  • All custom orders (including personalized sizing, colors, or style requests) are final sale and cannot be returned, exchanged, or refunded.
  • Swimwear, bodysuits, underwear, and other intimate items are non-returnable for hygiene and sanitary reasons.

     

    Processing Times

    • Each product has specific processing times listed in its description. Many custom items require 5–14 business days to ship. Please read product descriptions carefully before purchasing.

Ready-to-Ship Items

 

  • Only ready-to-ship items are eligible for return.
  • Items must be returned within 72 hours of delivery.
  • Returned items must be unworn, unwashed, and free of stains (including makeup, deodorant, or wear) with all Couture by Hourglass and product tags attached.
  • Merchandise must also be free of odors, stains, or damage. Any items not received in acceptable condition will not be credited, and customers will be notified to pay reshipping fees to have them returned. If reshipping fees are not paid within 30 days, the items will be discarded and no credit will be issued. No exceptions.
  • Approved ready-to-ship returns will be issued as store credit only. Refunds to the original payment method are not available.

Return Process

 

  1. To initiate a return, please fill out our exchange/return form Order@couturebyhourglass.shop
  2. If your package does not include a return form, please include a note with your name, email, phone number, order number, and shipping address inside the package.
  3. Send eligible returns to our warehouse location (address provided once your request is approved).
  4. Customers are responsible for return shipping unless the item was incorrect or defective.

Damaged, Defective, or Incorrect Items

 

  • Defective items must be reported within 24 hours of package arrival. Reports made after this timeframe will not qualify for credit.
  • If you receive an incorrect item, please contact us within 24 hours of receiving your package so we can correct the order.
  • If approved, we will provide a prepaid return label and either replace the item or issue a refund.