Service Policy

How can we help? Our Customer Support Team is here for questions about Emi Jay hair accessories, hair care, brushes, tools, and orders placed through this store.

Customer Support

Email support@emijay.com or use our Contact Us page. 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 major US holidays.

Incorrect, Damaged, or Missing Items

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 and a photo of the item.

After 30 days, we are unable to provide a complete replacement or full or partial refund for damaged products or products that develop wear and tear over time. For products damaged within 60 days of purchase, we are able to issue store credit usable on emijay.com.

Product Warranty

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

To submit a claim, email support@emijay.com with proof of purchase, including your order number, plus a photo of the damaged product and 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 discretion and are limited to one replacement per qualifying purchase. If the original product is unavailable, Emi Jay may 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.

Purchases from Retail Partners

For Emi Jay products purchased from an authorized retail partner, returns and exchanges are subject to that retailer's current return policy. Our Customer Support Team is unable to refund or replace items sold through other authorized retailers.

Other Inquiries

Sales inquiries: wholesale@emijay.com
Press inquiries: emijay@wearefoundation.co