Refund policy

RETURN POLICY

All return requests must be submitted prior to returning any merchandise.

Return Address (for approved returns only):

3602 Beau Rivage Drive
Katy, TX 77494 (please email us before shipping any packages)

To request a return, please email Order@couturebyhourglass.shop with your full name, order number, and reason for the return. Once your request is reviewed, we will notify you whether your return is eligible and provide further instructions.

Items approved for return must be shipped within 2 business days of receiving return authorization.

Returned items must be unworn, unwashed, free of stains (including makeup, deodorant, perfume, or signs of wear), and have all original tags attached.

Please include your full name, email address, phone number, order number, and shipping address inside the return package.

DEFECTIVE OR INCORRECT ITEMS

If you receive a defective, damaged, or incorrect item, please contact us within 24 hours of delivery at Order@couturebyhourglass.shop and include photos of the issue so we can promptly review and assist with a resolution.

EXCHANGES

Due to limited inventory, we do not offer direct exchanges. If your item qualifies for return, store credit will be issued once the return has been received and processed.

PROCESSING

Please allow 10–15 business days for return processing after your package is received.

Approved returns will receive store credit in the form of a digital gift card sent via email.

Store credit applies to the original purchase price and applicable taxes. Original shipping charges are not refundable.

SHIPPING FEES

• Original shipping charges are non-refundable.
• Return shipping costs are the responsibility of the customer unless the return is due to our error.
• Customers are encouraged to retain tracking information until their return has been processed.

FINAL SALE ITEMS

The following items are final sale and are not eligible for return or store credit:

• Items marked Sale
• Accessories, bags, and clutches
• Swimwear and bodysuits
• Custom-made items
• Personalized items

CUSTOM-MADE ITEMS

Many of our products are custom-made specifically for each customer. Custom-made items generally require 7–14 business days for processing before shipment. Processing times are clearly stated on applicable product pages.

IN-STORE PICKUP

Our ship-to-store pickup option is currently unavailable. We apologize for any inconvenience.

CUSTOMER SUPPORT

We are committed to providing timely updates regarding all orders. Customers with questions regarding processing times, shipping status, or order information are encouraged to contact us at Order@couturebyhourglass.shop, and our team will be happy to assist.

If you have any questions or concerns regarding your order, please contact us at Order@couturebyhourglass.shop.