FAQ

How does shipping work?

Most domestic orders will be processed within 3-6 business days and shipped by your choice of shipping method. Please allow up to 5-7 business days for our team to process your order during sale or new collection launch periods. All custom products and pre-orders with additional order items will ship together. Custom orders can take up to 4-8 weeks for production. Once your order is shipped, you will receive a notification with a tracking number. It may take up to 24 hours for your tracking number to update.

Orders with Overnight or 2-Day Shipping must be placed before 12 PM PST to be shipped the same day. All of our shipping costs are set by our shipping carriers USPS, UPS, FedEx, and DHL. International shipping costs are calculated by the carriers based on the total order weight, volume, location, + item order value. International shipping costs do not include any additional duties, taxes, or VAT charges that may be charged upon delivery.

Do you offer free shipping?

Free shipping promotions only apply to domestic continental US orders over $150 excluding APO/FPO, Alaska, Hawaii, Puerto Rico, American Somoa, or The Virgin Islands. Unfortunately, we are unable to offer free shipping for orders with Vanity Trays.

When will my custom order ship?

Please allow 4-6 weeks for production & delivery. All custom products with additional order items will ship together. All custom items are excluded from discounts and promotions. We do not accept returns for any custom products.

Are your products waterproof?

Our hair ties, scrunchies and fabric/textile-based products are not waterproof. Hair clips and acetate-based products may be used on wet hair, however we do not recommend submerging underwater for extended periods of time. Our Neoprene hair ties are made of a water resistant material, but will still be susceptible to damage if submerged underwater for extended periods of time.

What should I do if I receive an incorrect or damaged item?

If you receive an incorrect or damaged item, 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 refund for any products that develop wear-and-tear over time. 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 9 AM to 5 PM PST.

Can I return my hair clips, scrunchies, hair ties, or other hair accessories?

Unfortunately, due to hygienic reasons we are unable to accept returns or exchanges for opened items. New and unopened products may be eligible for a refund or exchange within 30 days of delivery. Refunds for domestic 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. Please contact us or submit a request through your account to initiate a return or exchange.

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.

Can I return my sweat set or other apparel?

Unfortunately, due to hygienic reasons we are unable to accept returns or exchanges for opened items. New and unopened products may be eligible for a refund or exchange within 30 days of delivery. Refunds for domestic 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. Please contact us or submit a request through your account to initiate a return or exchange.

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.

What happens if my package is lost, stolen, or returned to sender?

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.  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.

What if I need to make a change to my address?

Please confirm your shipping address before finalizing checkout. 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.

How do I contact Team Emi Jay?

You can contact us here.