connect with the hour glass
Shop Online – Terms and Conditions
When will my order be processed?
We target to process and ship all orders within 3 business days from the date of purchase. Upon successful checkout, you will receive an order confirmation email. You will be notified via email, once your order has been shipped.
What delivery methods can I choose from?
Orders placed on The Hour Glass Online Store will be delivered to the address indicated at checkout.
Do you ship internationally?
No. At present, shipping is only available to addresses registered in Malaysia
Do I have to pay for shipping?
We provide complimentary shipping to addresses registered in Malaysia.
Do you ship to PO boxes and freight forwarding addresses?
No, we do not ship to PO boxes for security reasons.
Is my order insured during shipping?
We insure all purchases during the time it is in transit until it is delivered to you. Should your purchase be lost during transit, we will replace it with the same products order, or refund the amount paid by you in full.
Is this online store secured for online payment?
The Hour Glass takes the security of online transactions seriously.
Our online store runs on 256-bit SSL certificate that protects credit card and transaction data at the same security level provided on bank websites or applications. Our online payment gateway is also certified Level 1 PCI DSS compliant, the highest level of payment security standard available. We do not store your credit card or debit card details.
What payment methods do you accept?
We accept both debit and credit cards from VISA, MASTERCARD.
Please note that during the checkout process, for added security, your bank may prompt you to enter an One-Time Password (OTP) on our webpage. During this period, please do not close your browser.
What currency do you bill in?
We bill exclusively in Ringgit Malaysia (RM). At point of payment, we bill in RM, and your credit or debit card provider will convert this into your card default currency and bill you accordingly.
What is your returns policy and process?
Customer satisfaction is paramount for The Hour Glass and we endeavor to ensure you are satisfied with your order. You may return your order to us for a refund of the original amount paid to us, if the watch is found with manufacturing defect(s) upon your receipt, and if the watch meets our quality assessment when received by us. We shall determine the merits of any returns at our sole discretion.
To return an item, please send an email to my.online@thehourglass.com and indicate your order number. A Customer Service representative will get in touch with you and send a Return Request Form for your completion. If the returns fulfill our assessment criteria, you will then be provided with an authorisation number.
To apply for a refund, please initiate a request for an authorisation number within 7 days of receiving the order and ship the product to us within 3 days of the authorisation number being issued. Products must be returned with the original invoice shipped together with the product(s). The product(s) are to be in an unused state and in brand-new condition, with all original shipping and product packaging, protective materials, and tags in place.
The Hour Glass will not accept any returns if the product shows signs of wear, or has been used or altered from its original condition in any way, or if the 7-day returns authorisation window or the 3-day shipping window has passed.
If your order is found to have manufacturing defect(s) through our quality assessment, we shall return the amount paid by you in full through the same debit or credit card you had used to pay. Alternatively, we may ship a new replacement watch. In both cases, the cost of the returns shipping will be borne by us. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
If your returns do not meet our quality assessment, we shall ship the same watch(es) which you have returned, back to the same shipping address as your original order. We will also send you an invoice for the returns shipping fee.
Conflict With Other Agreements
These terms and conditions constitute the entire agreement between you and us. If there is any inconsistency between other communications and these terms and conditions, the latter shall prevail. You acknowledge that you have not relied on any statement, promise or representation made or given by or on behalf of us which is not set out in these terms and conditions.
Severability
If any court or competent authority decides that any of the provisions of these terms and conditions is invalid, unlawful or unenforceable to any extent, the term and condition will, to that extent only, be severed from the remaining terms and conditions, which will continue to be valid to the fullest extent permitted by law.
Third Party Rights
Except as expressly provided, these terms and conditions are between you and us. No one other than a party to these terms and conditions shall have any right to enforce any of its terms.
Governing Law and Jurisdiction
These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of Malaysia.
Singapore 
Hong Kong 
Japan 
Australia 
New Zealand 
Malaysia 
Thailand 
Vietnam