Return Policy

We hope you love your Emi Jay products, however we understand that sometimes things don’t work out. Please note that return requests must be initiated within 14 days of the delivery date. Unfortunately, for hygienic reasons we are unable to accept returns or exchanges for used or opened accessories, hair care and hair brushes or tools. Refunds for domestic orders shipped within the United States will be processed to the payment method used at checkout minus any shipping costs, or issued as store credit in the form of a gift code. Please contact us to initiate a return or exchange.

If you purchased your item from one of our authorized retailers, please contact them directly for assistance. Our Customer Support Team is unable to refund or replace any items sold through other authorized retailers.

All of our custom products are made to order, so we are unable to accept returns for any custom items.

Due to the rapidly rising costs of international shipments, we are unable to offer any exchanges for international orders. For international returns we are unable to reimburse any return shipping costs, duties or taxes. Refunds for international orders will be processed to the payment method used at checkout minus any shipping costs, or issued as store credit in the form of a gift code.

If you receive an incorrect or damaged item, or are missing an item from your order, please contact us as soon as possible with your order number & a photo of the item. After 30 days, we are unable to provide a complete replacement or full/partial refund for any damaged product or products that develop wear-and-tear over time. For products damaged within 60 days of purchase, we are able to issue a store credit usable on emijay.com. Please allow 2-3 business days for your inquiry to be reviewed by one of our customer service representatives. Our office hours are Monday through Friday 8 AM-4 PM PST. We are closed during all major US Holidays. 

Product Warranty

When purchased on emijay.com 
If your Emi Jay product breaks within six (6) months of purchase due to a manufacturing defect, we will gladly provide a replacement product of equal or comparable value, subject to product availability. This policy excludes any custom or personalized items.

To submit a claim, you must email support@emijay.com and provide:

Proof of purchase from emijay.com including your order number; and
A photo of the damaged product along with a description of the issue.

Claims must be submitted within six (6) months of the original purchase date. Replacement products are provided at Emi Jay's sole discretion and are limited to one replacement per qualifying purchase. If the original product is unavailable, Emi Jay reserves the right to substitute a similar product of equal value.

This guarantee does not cover normal wear and tear, loss, theft, misuse, accidental damage, cosmetic wear, or damage resulting from improper use or care.

When purchased from any of our authorized retail partners
For Emi Jay products purchased from any of our official retail partners, returns and exchanges are subject to each retailer’s current return policy. For Sephora purchases, customers should refer to Sephora's return policy for applicable terms, conditions, and eligibility requirements. 

Emi Jay is not responsible for lost or stolen packages that are confirmed to be delivered to the shipping address provided for the order. Emi Jay is not responsible for orders that are delivered incorrectly or lost due to incorrect shipping information being provided at checkout. Please confirm your shipping address before finalizing checkout.

If you add Shipping Protection by Route to your order, Route shipping protection extends coverage for online purchases that are lost or damaged in transit, or stolen immediately after the carrier’s proof of delivery where Route traces the transportation. You can file a claim here.

If you receive a confirmation email with an address that needs to be updated please contact us as soon as possible to make any changes. Once an order has shipped we cannot make any changes to your shipping address. We cannot refund shipping costs for shipments that are returned to us due to an error in the address provided & returned shipments may be subject to a restocking fee.