FAQs

When is the Early Access period for the Black Friday Sale?  
The Early Access period is from 11/6 – 11/8/2026, 11:59 PM. 

I signed up to receive the Early Access code but have not received it.    
You will receive an email with the code once the Early Access period begins. The Early Access period is from 11/6- 11/8/2026, 11:59 PM PST. If you do not receive your code on 11/6/2026 once the Early Access period begins, please check your spam folder. If it is not in your spam folder, please contact our Customer Service at [email protected] and we will be happy to assist you.   

Why isn’t my Early Access code working?  
The Early Access period is from 11/6 - 11/8/2026, 11:59 PM. If you are having trouble applying the code during the Early Access period, please contact our Customer Service at [email protected] and we will be happy to assist you.   

Where can I find my Early Access code?   
If you signed up to join the waitlist for Early Access to the Black Friday event, please check your inbox (and spam folder) as you should receive an email with your Early Access code, once the Early Access period begins on 11/6/2026.   

How do I receive the Gift(s) with Purchase during the Early access period?  
In order to receive the exclusive gifts with purchase, your cart must total $150 CAD or more for the Glow on the Go Set, after discount and before taxes are applied. The qualifying gift with purchase will automatically be added to your order once your cart meets the amount.  Gift with purchase is not stackable, only one GWP per purchase. 

What is included in each Gift with Purchase? 
$150+ Glow on the Go Set 

• Full Face Gift Set
  Includes: Compact Mirror, Unlocked Lipstick (Red 0), Unreal Liquid Highlighter in the shade Evoke & Unlocked Mascara deluxe

ELIGIBLE PRODUCTS & EXCLUSIONS   

Which items are included in the promotion?   
All full-priced items are included in the promotion.  

Which items are not included in the promotion?  
The promotion does not apply to Final Sale items and all other items previously marked down, including, but not limited to, all bundles and sets. Gift bags and gift boxes are also excluded from the promotion. 

Can I combine another offer (ex: Welcome discount) with the Black Friday discount?   
No, the Black Friday 20% off promotion cannot be combined with any other offer.   

SHIPPING AND RETURNS   

Can I return items purchased during the promotion?   
All items, except for those marked Final Sale, are eligible for returns. Please visit our FAQ page for instructions on initiating a return.    

When will I receive my order?   
Our team is working hard to fulfill all orders within standard processing and delivery times. For information on our shipping rates and methods, please visit our FAQ page.   When your order ships from our fulfillment center, you will receive a shipment confirmation email.   

I placed my order incorrectly. How do I cancel my order?   
You are able to cancel your order within 30 minutes of placing the order by visiting your Order Status page. Unfortunately, due to the high volume of orders during our Black Friday event, orders cannot be cancelled or adjusted after 30 minutes have passed. 

If you wish to add more items to your order, please place another order. Note that if your order is placed during the Early Access period, you may use the Early Access code at checkout to receive the discount on your additional order.   

If an item was ordered incorrectly, please wait until your order is delivered and follow the steps to initiate a return/refund. Please visit our FAQ page for instructions on initiating a return/refund.  If you wish to add more items to your order, please place another order. 

Which powders are featured in the Ambient Lighting Edit Unlocked curated palettes? 

The Ambient Lighting Edit Unlocked - Wish palette includes:  

• Ambient Lighting Finishing Powder in Diffused Light – warm pale yellow 
• Ambient Strobe Lighting Powder in Moonstone Glow – soft pink and light champagne pearl mélange  
• Ambient Lighting Bronzer in Ethereal Bronze – soft warm bronze mélange  
• Ambient Lighting Blush in Mauve Flush – muted neutral mauve  
• Ambient Lighting Blush in Pink Aura – rose apricot  
• Ambient Lighting Blush in Desert Rose – soft desert rose 

The Ambient Lighting Edit Unlocked - Hope palette includes:  

• Ambient Lighting Finishing Powder in Soft Light -- soft pale peach 
• Ambient Lighting Blush in Brilliant Pink –vibrant rose and soft pink mélange  
• Ambient Lighting Blush in Soft Rosewood – dusty rose  
• Ambient Strobe Lighting Powder in Luminous Opal – soft lilac and muted champagne pearl mélange  
• Ambient Lighting Blush in Rose Quartz – muted neutral plum   
• Ambient Lighting Bronzer in Sunlit Bronze – muted neutral bronze   

The Ambient Lighting Edit Unlocked - Luck palette includes:  

• Ambient Lighting Blush in Radiant Mauve – rich plum  
• Ambient Strobe Lighting Powder in Topaz Glow – shimmer bronzed apricot  melange  
• Ambient Lighting Blush in Orchid Flush – terracotta peach and raspberry pink mélange  
• Ambient Lighting Finishing Powder in Eternal Light -- golden amber 
• Ambient Lighting Blush in Soft Dahlia – cool rosy mauve  
• Ambient Lighting Bronzer in Velvet Bronze – matte, cool rich bronze 

What’s the technology behind the Ambient powders? 

Featuring our groundbreaking Photoluminescent Technology, the powders capture, diffuse, and soften surrounding light to refine the skin’s appearance. The soft-focus technology filters out harsh light to blur the look of imperfections, pores, and wrinkles while neutralizing discoloration for skin that looks smooth, even, and radiant.  

What is the process behind the formulation of Ambient powders? 

Our Ambient Lighting Powders are baked on terracotta tiles in Italy and hand-blended using an advanced miscelare technique, which means "to mix" in Italian, making each powder one-of-a-kind.   

What is the recommended brush for applying this product? 

Powders apply seamlessly with the double-ended Ambient Lighting Edit Brush and Ambient Lighting Edit Brush II. The Ambient Lighting Edit Brush II is available in four limited-edition designs exclusively for Holiday 2026.  

What is the recommended application technique for each palette? 

AMBIENT LIGHTING EDIT UNLOCKED – HOPE  

FINISH: Ambient Lighting Finishing Powder in Soft Light – soft pale peach  

Using the larger end of Ambient Lighting Edit Brush, dust Ambient Lighting Finishing Powder all over the face to diffuse and enhance the complexion.    

BLUSH: Ambient Lighting Blush in Brilliant Pink –vibrant rose and soft pink mélange   

Ambient Lighting Blush in Soft Rosewood – dusty rose   

Ambient Lighting Blush in Rose Quartz – muted neutral plum   

Using the slanted end of Ambient Lighting Edit Brush II, apply Ambient Lighting Blush to the apples of the cheeks.   

HIGHLIGHT: Ambient Strobe Lighting Powder in Luminous Opal – soft lilac and muted champagne pearl mélange  

Using the tapered end of the Ambient Lighting Edit Brush II, apply Ambient Strobe Lighting Powder to the high points of the face – top of cheeks, bridge of nose, and brow bone.  

BRONZE: Ambient Lighting Bronzer in Sunlit Bronze – muted neutral bronze    

Using the tapered end of the Ambient Lighting Edit Brush, brush bronzer along the temples, hollows of the cheeks, and jawline for warmth and definition.      

AMBIENT LIGHTING EDIT UNLOCKED – WISH  

FINISH: Ambient Lighting Finishing Powder in Diffused Light – warm pale yellow  

Using the larger end of Ambient Lighting Edit Brush, dust Ambient Lighting Finishing Powder all over the face to diffuse and enhance the complexion.  

BRONZE: Ambient Lighting Bronzer in Ethereal Bronze – soft warm bronze mélange  

HIGHLIGHT: Ambient Strobe Lighting Powder in Moonstone Glow –  soft pink and light champagne pearl mélange  

Using the tapered end of the Ambient Lighting Edit Brush II, apply Ambient Strobe Lighting Powder to the high points of the face – top of cheeks, bridge of nose, and brow bone.  

BLUSH: Ambient Lighting Blush in Mauve Flush – muted neutral mauve   

Ambient Lighting Blush in Pink Aura – rose apricot   

Ambient Lighting Blush in Desert Rose – soft desert rose  

Using the slanted end of Ambient Lighting Edit Brush II, apply Ambient Lighting Blush to the apples of the cheeks.  

AMBIENT LIGHTING EDIT UNLOCKED – LUCK  

FINISH: Ambient Lighting Finishing Powder in Eternal Light – golden amber  

Using the larger end of Ambient Lighting Edit Brush, dust Ambient Lighting Powder all over the face to diffuse and enhance the complexion.  

HIGHLIGHT: Ambient Strobe Lighting Powder in Topaz Glow – shimmer bronzed apricot melange   

Using the tapered end of the Ambient Lighting Edit Brush II, apply Ambient Strobe Lighting Powder to the high points of the face – top of cheeks, bridge of nose, and brow bone.  

BLUSH: Ambient Lighting Blush in Orchid Flush – terracotta peach and raspberry pink mélange   

Ambient Lighting Blush in Radiant Mauve – rich plum  

Ambient Lighting Blush in Soft Dahlia – cool rosy mauve   

Using the slanted end of Ambient Lighting Edit Brush II, apply Ambient Lighting Blush to the apples of the cheeks.  

BRONZE: Ambient Lighting Bronzer in Velvet Bronze – matte, cool rich bronze  

Using the tapered end of the Ambient Lighting Edit Brush, brush bronzer along the temples, hollows of the cheeks, and jawline for warmth and definition.     

Are there other ways to apply the product? 

The palettes are designed for customization. Layer blushes, mix powders with highlighters, or combine shades to create a personalized color and finish. For a seamless, softly diffused effect, use the tapered end of the brush for precise placement, then blend and buff with the larger slanted side.  

Are there any artistry tips? 

Ambient Lighting Finishing Powder can be used to soften the appearance of blush that you’d like to tone down, or to seamlessly blend color into the skin for a more diffused, natural finish.  

For a more intense highlight, pick up strobe powder with the tapered end of the Ambient Lighting Edit Brush II, then spray brush with Veil Soft Focus Setting Spray and apply on the high points of the face.   

Are there any application tips for the marbled powders? 

For the marbled blushes and bronzers, swirl your brush across the entire pan to pick up both the Ambient Lighting Finishing Powder and pigment. This allows the powders to blend together on application, delivering a seamless wash of color with a soft-focus finish.  

Can you layer them under or over cream products? 

Yes. For best results, apply cream products first, then set with Veil Translucent Setting Powder before layering Ambient Lighting Powders on top. This helps create a seamless, long-lasting finish while preserving the soft-focus effect of the powders.  

Can you use the shades as eyeshadow? 

This product is not intended for use in or around the eye area.  

What color way does each palette deliver? 

Each palette features a versatile range of colors to enhance and visibly perfect the complexion.  

Are all the shades in the palettes new?   

Each palette features a combination of brand-new and bestselling shades.  

What is the difference between Veil Translucent Setting Powder, Vanish Airbrush Pressed Powder, and Ambient Lighting Finishing Powder? 

Veil Translucent Setting Powder sets makeup for longer wear and blurs the appearance of pores, fine lines, and wrinkles.  

Vanish Airbrush Pressed Powder instantly reduces shine and absorbs excess oil while diffusing imperfections. Use it as the final step in your routine and take it with you for on-the-go touch-ups.  

Ambient Lighting Powders utilize micron-size, color-correcting particles that capture, diffuse, and soften surrounding light to refine the skin’s appearance.  

Why do some of the swirls in the powder look different in different pictures? (“A couple of shades in my palette look nothing like the image on social”) 

Each powder is hand-mixed using an advanced miscelare (“to mix” in Italian) technique, so no two are exactly alike.  

What are the palettes made out of?   

To reduce the use of virgin plastic, the packaging is consciously crafted from tin.  

I received my palette, and the mirror does not stay propped up. Is mine defective?  

As the holiday palettes are made of tin, they are designed to open wide but will not stay propped up.   

Can I customize a palette? 

You can customize your palette exclusively on our website. 

Where can I see the palettes in person to try them?   

The palettes will be available at global retailers beginning on September 18. Please check with the retailer for availability. 

What are the measurements of the palettes? 

The palettes are approximately 5 x 3.67 x 0.7 inches in size, and 04 OZ / 1.4 G per shade (x6).  

Are the custom palettes available for international shipping? 

Yes, custom palettes will be available for international shipping.   

Can you add 2 or more of the same shade to the custom palette? 

You cannot choose multiples of the same shade. However, you can customize your edit by choosing from three pre-curated color palettes that contain a mix of finishing powder, bronzer, blushes, and highlighter.  

Can the custom palette be returned? 

Yes, custom palettes can be returned. See Help Center for return policy details.   

What does Unlocked mean?  

The Unlocked Collection was inspired by Unlocking the Cage, a documentary about the Nonhuman Rights Project (NhRP) and their mission of unlocking the cages of wild animals in captivity. The film is how Hourglass founder Carisa Janes first discovered the organization and the important work they’re doing.   

Hourglass donates 5% of net profits from Unlocked products to the NhRP’s efforts of securing fundamental rights for animals. The collection currently includes our bestselling Unlocked Instant Extensions Mascara, Unlocked Satin Crème and Soft Matte Lipstick, and the limited-edition Ambient Lighting Edit Unlocked Collection.   

What designs are featured on each brush? 

Our holiday 2026 limited edition brushes feature the Wish, Luck and Love designs.   

How do I use the brush?  

Designed for flawless makeup application, it boasts two custom-developed brush heads: a larger, slated end for blending and building and a smaller, domed-shaped end for precision and detail.  

What are the bristles of the brush made from?  

Our brushes feature high-grade, ultra-soft Taklon bristles.  

Can I use the brush for other products beyond powders? 

This double-ended brush can be used with powder, cream, or liquid formulas.  

Is this brush an online exclusive? 

No, the limited-edition brush is available on hourglasscosmetics.com and at select Hourglass retailers while supplies last.   

What is the size of the brush?  

SIZE: 156mm x 21.3mm 

Which powders are featured in the Ambient Lighting Edit Unlocked - Love? 

The AMBIENT LIGHTING EDIT UNLOCKED – LOVE palette includes: 

• Ambient Lighting Blush in Vivid Coral – vivid coral 
• Ambient Strobe Lighting Powder in Rose Gold Glow –petal pink pearl and soft gold pearl mélange 
• Ambient Lighting Bronzer in Natural Bronze – matte bronze
• Ambient Lighting Blush in Electric Pink – electric cool pink and soft pink mélange  
• Ambient Lighting Finishing Powder in Dim Light -- neutral beige
• Ambient Lighting Blush in Rose Heat – deep berry

What is the recommended application technique for this palette? 

AMBIENT LIGHTING EDIT UNLOCKED – LOVE (SEPHORA-EXCLUSIVE) 

FINISH: Ambient Lighting Finishing Powder in Dim Light – neutral beige 

Using the larger end of Ambient Lighting Edit Brush, dust Ambient Lighting Powder all over the face to diffuse and enhance the complexion. 

BLUSH: Ambient Lighting Blush in Vivid Coral – vivid coral  

Ambient Lighting Blush in Electric Pink – electric cool pink and soft pink mélange 

Ambient Lighting Blush in Rose Heat – deep berry 

Using the slanted end of Ambient Lighting Edit Brush II, apply Ambient Lighting Blush to the apples of the cheeks. 

HIGHLIGHT: Ambient Strobe Lighting Powder in Rose Gold Glow – petal pink pearl and soft gold pearl mélange 

Using the tapered end of the Ambient Lighting Edit Brush II, apply Ambient Strobe Lighting Powder to the high points of the face – top of cheeks, bridge of nose, and brow bone. 

BRONZE: Ambient Lighting Bronzer in Natural Bronze – matte bronze 

Using the tapered end of the Ambient Lighting Edit Brush, brush bronzer along the temples, hollows of the cheeks, and jawline for warmth and definition.  

Where can I purchase this palette?  

This palette is sold exclusively at Sephora. Find your local retailer through our Store Locator to check it out in person.  

What’s included in the Bestsellers set? 

The Bestsellers Set includes four full-size products: Phantom Volumizing Glossy Balm in Slip, Unlocked Instant Extensions Mascara in Ultra Black, Ambient Lighting Edit Unlocked in Hope, and limited-edition Ambient Lighting Edit Brush II in Love, featured in a luxurious vegan leather makeup bag with love charm.  

Can I choose my own shades? 

No, this set is an expertly curated collection of eye, cheek, and lip essentials for the ultimate holiday glow.  

Do makeup artists receive a discount on this?   

No, discounts do not apply to already discounted bundled sets.  

Is this available internationally? 

Yes, the Bestsellers Set is available internationally.   

Is the set limited-edition? 

Yes. The Bestsellers Set is limited-edition and exclusively available while supplies lasts.

What are the bristles of the brushes made from? 

The Travel Brush Set features brushes made with PBT fibers.  

What is the travel brush case made of? 

The travel brush case is crafted from vegan Saffiano leather.   

Are any of the brushes new? 

The Travel Brush Set features a new travel size No.15 Blush Brush and a new edition Travel Makeup Brush Bag.  

What are the sizes of the brush?  

• The No.15 Travel Size blush brush is about 5.12 inches long. 
• The Veil Powder Brush Travel Size is about 5.98 inches long. 
• The Ambient Complexion Brush Travel Size is about 4.69 inches long.  
• The Vanish Seamless Finish Concealer Brush Travel Size is about 4.63 inches long. 
• The Double Ended Eyeshadow Brush is about 5.22 inches long. 

Is this brush set limited edition? 

Yes, the Travel Brush Set is limited-edition and exclusively available while supplies lasts.

Receive a complimentary return when you use our pre-paid shipping label and your return is received within 45 days from the date of purchase. Original shipping charges are not refundable.

Please visit our returns portal to initiate a product return - some products are eligible for exchange.

Please utilize our provided pre-paid shipping label. Returns sent using a method other than our provided pre-paid shipping label will not be refunded. Returns must be marked as delivered to our return center in order to process a refund. Returns can be dropped off at any available Purolator location.

Refunds are made to the same method of payment. If an e-gift card was used, that return will be credited as a new code/online credit.

If you purchased Hourglass products from a retail store location, you must return merchandise to the original purchase location - the individual retailer return policies apply. We regret that we are unable to process returns or exchanges for products purchased with one of our retailers.

Items marked Final Sale, and gift with purchase items, are not eligible for returns.

Hourglass Cosmetics reserves the right to refuse or limit returns and exchanges for any reason, including, but not limited to, suspected fraud, freight forwarding addresses, excessive frequency or abuse of our returns policy.

Free Shipping

Hourglass Cosmetics offers free standard shipping on orders over CAD $85.

Delivery & Tracking

Orders are usually shipped from our US warehouse within 2-5 business days (excluding weekends and Holidays) of being placed. When your order is shipped, you will receive a confirmation email that includes a tracking number. Please allow additional shipping time from our warehouse to our shipping carrier, Purolator.

Orders are limited to four (4) of any single item. Orders exceeding this limit may be subject to cancellation. For further information, please contact us.

After an order is placed, an order confirmation email is sent to the email address provided during order placement. The order confirmation email includes the order number and all of the order details. A shipment confirmation email is sent once the order ships from the fulfillment center. The shipment confirmation email includes the shipping tracking number and all of the order details.

Yes, you are able to cancel your order within 30 minutes of placing the order. Please visit your order status page to make this change. 

Yes, you are able to edit your order within 30 minutes of placing the order. You are able to change your address as well as the product shade or remove an item from your order by visiting your order status page sent to you in your order confirmation email. 

We are unable to re-direct a shipped parcel to a secondary shipping address. If a shipper is unable to complete delivery to the original shipping address provided, the parcel will be returned to the fulfillment center and processed as a return.

Yes, we have a Pro Program for makeup artists. Please visit https://www.hourglasscosmetics.ca/pages/hourglass-pro-program to apply now.

Authentic Hourglass products are sold only through authorized retailers. You can find an authorized retailer near you using the link below.*

https://www.hourglasscosmetics.ca/pages/store-locator

 * Please note that Amazon is also an authorized retailer. However, ensure that the item description includes “Shipped from Amazon” and “Sold by Hourglass Cosmetics."

Many Hourglass products are produced without the use of parabens, phthalates, sulfates, synthetic fragrances, synthetic dyes, GMOs, Triclosan, and nanoparticles. Please consult Hourglass packaging for the complete list of “free of” ingredients.

Hourglass is proud to be a vegan and cruelty-free brand. All products purchased on hourglasscosmetics.com are vegan and cruelty-free. Please consult the Hourglass website for the complete list of ‘free of’ ingredients. 

Hourglass Cosmetics launches new and cutting-edge, of-the-moment products each season. Occasionally, products are discontinued to make way for new, must-have items. If you have questions about a discontinued product, please contact Customer Service at email [email protected] and our Customer Care Representative can recommend a replacement.

Many Hourglass products are produced without gluten (wheat, barley and rye) extracts, and you can shop all gluten free products on our gluten free page. Please consult Hourglass packaging for the complete list of “free of” ingredients.

Ingredients are listed on the packaging of all Hourglass products. If you have an additional inquiry, please contact Customer Service at [email protected].

Yes, limited to one per order while supplies lasts. 

The Shade Finder is an online tool that helps you find your perfect shade matches of Vanish Foundation Stick and Vanish Concealer. The quiz takes just a few minutes, and allows you to sign up to receive your results by email for ease of reference. Please visit https://www.hourglasscosmetics.ca/pages/foundation-shade-match-quiz to find your perfect shade match.

Undertone is your underlying skin tone, which affects the overall hue of your skin. All skin tones fall into one of three undertone categories: cool, neutral, or warm. Skin with warm undertones tends to tan quickly in the sun, whereas skin with cool undertones may turn red and burn easily. Neutral undertones fall in the middle; they may burn at first but tend to get tan over time.

If you're unsure about your undertone, you can check the veins on the inside of your wrist. If they appear green, you have a warm skin tone. If they look blue or purple, your skin tone is cool. If you can't tell or have both, then you most likely have a neutral skin tone.

If you purchase your foundation or concealer match and find that it isn't right for you, you have 45 days to return them for a full refund. You may take the Shade Finder quiz again, or contact us for assistance in finding the right match for you.

Currently we are not planning any collaborations at this time but we would love to keep your contact information on our pending PR list for future references. Please email our PR team at [email protected].