COVID-19 FAQ's

Will my order arrive during the coronavirus pandemic?

We’ve written this page to reassure all customers that there are very few disruptions to our service as a result of the Coronavirus pandemic.
All of our team are working remotely to stay safe meaning that any orders you place will be fulfilled.
Like other businesses we take the safety of our staff and customers as a priority over anything else. As ever, our warehouse and distribution processes are of the highest quality to ensure that everyone gets their products on time with absolutely minimal delay.

Can I still place an order?

Yes. There’s absolutely no reason you can’t order as normal. All of our staff are in place and your order will be processed as normal.

Will my order still arrive?

Yes. We have no issues with warehousing or dispatching of orders at present. If your local courier is experiencing difficulties, there may be a slight delay, but we expect all products to reach their destination with little disruption.

Will there be any delays?

For customers in the UK you may experience a slight delay in receiving your products due to covid isolations affecting both Royal Mail and our couriers. For customers in the US  you shouldn't experience any delays receiving your products. For Rest of The World customers, you may experience delays based on your location depending upon border closures and lack of air freight planes having an effect on trade. Please check your latest government advice to be sure.

Can I still contact customer services?

Yes. You can still get in touch with customer services. The office team is working as usual and is ready and waiting to answer any questions you might have regarding your orders.

A message from the Hourglass team

Finally, we just wanted to thank all Hourglass customers for their continued support during an uncertain period. We are all hoping that things get back to normal as soon as possible, but in the meantime it’s important that we all take the Coronavirus pandemic seriously. Your health and wellbeing are important, that’s why we will continue to provide our products. Again, a big thank you from the whole team at Hourglass.