Shipping policy

We use UPS SAVER shipping. all ready to wear Items are processed and ship out in 24-72 BUSINESS hours (Monday-Friday) and custom made items are 5-14 business days before shipping maybe longer if fabric not in stock after order is received and take 2-3 business days to be delivered.  Shipping times are estimates and are not guaranteed, as there may be delays due to the holidays, and or bad weather. Express shipping is the only guarantee service we provided. Domestic orders above $250 will be sent with signature confirmation automatically for security purposes. 

Tracking Information
Since the customer will receive tracking information via email when the label is created, tracking information is not available right at the moment of purchase and takes 1-2 days or sooner for the customer to receive it.

Express Shipping
We use UPS Priority Express Shipping. If your order is placed before 12:30 pm Eastern Time, and customer selects Express Shipping at check out, order will be shipped out the same day and received by the customer in 1-2 business days. Orders placed after 12 pm Eastern Time will ship out next business day and received the day after that. Some areas do not offer next day shipping, if this is the case, customer will be notified.
Please note shipping fulfillment can be delayed on holidays and on sale days due to large number of orders. Express orders are always sent out as scheduled.

Lost or Stolen Packages

We are not responsible for lost, stolen, or damaged packages once they have been marked “delivered” by UPS. If your UPS tracking number shows that your package was delivered, but you did not receive it, you must file a claim directly with UPS.

To file a UPS claim:


  1. Visit: https://www.ups.com/us/en/support/file-a-claim.page
  2. Enter your UPS tracking number and follow the instructions.
  3. You can also call UPS customer service at 1-800-742-5877 (1-800-PICK-UPS) for assistance.

Be sure to file your claim within 14 days of the marked delivery date to increase the chances of resolution. We are unable to refund or replace packages marked as “delivered” by UPS. If your package is lost in transit (not delivered), contact Order@couturebyhourglass.shop for further assistance.

International Shipping


We offer international shipping through UPS Worldwide and DHL Express.

 

 


  • UPS Worldwide: Estimated delivery in 7–10 business days
  • DHL Express: Fastest option with delivery in 1–3 business days depending on destination

Important Notes:

 


  • Shipping times are estimates, not guarantees. Delays due to customs, weather, holidays, or unforeseen circumstances may occur.
  • Not all shipping carriers are available in every country.
  • Shipping fees are calculated by weight at checkout.
  • We are not responsible for customs duties or import taxes in the receiving country.
  • If your package has not arrived within 10 business days, please contact your local customs office or postal service. In many cases, international packages are held due to unpaid customs fees.

Unclaimed international packages will be returned to us and will not be refunded or resent.

 

 

 

If you have any questions regarding your shipment, contact us at Order@couturebyhourglass.shop. We’re happy to assist where possible, but once a package is marked delivered, claims must be handled directly through UPS.