FAQs

Most domestic orders within the continental United States will be processed within 3-6 business days and shipped by your choice of shipping method. Please allow up to 5-7 business days to process your order during sale or collection launch periods. Any shipping carrier estimated delivery dates do not apply to pre-orders or custom products.

All custom products with additional order items will ship together & may take up to 4-8 weeks for production. Once your order is shipped, you will receive a notification with a tracking number.

Domestic orders with UPS Next Day Air®, UPS 2nd Day Air®, or UPS 3 Day Select® must be placed before 12 PM PST to be shipped the same day. All of our shipping costs are set by our shipping carriers. Emi Jay is not responsible for any shipping delays incurred by any of our shipping carriers, including but not limited to weather or storm delays.

For orders with UPS SurePost® shipping UPS will pick-up the shipment, and the U.S. Postal Service® (USPS®) will make the final delivery. Once USPS® receives the package a new USPS® tracking number will be generated and a link will be available from the UPS tracking page.

International shipping costs are calculated by our shipping carriers based on the total order weight, package volume, order destination, and item retail prices. Any additional duties, taxes, or VAT charges will be calculated at checkout. Emi Jay is not responsible for any international shipping delays incurred by any of our shipping carriers, including but not limited to customs processing, weather events, or storm delays.

Free shipping promotions only apply to orders with a subtotal over $150 USD (after discounts and excluding taxes) being shipped to domestic addresses located in the continental United States excluding APO/FPO, Alaska, Hawaii, Puerto Rico, American Somoa, or The Virgin Islands. Some restrictions may apply.

Please allow up to 4-8 weeks for production and delivery. Custom orders are handmade and estimated delivery dates will not reflect the 4-8 weeks for production and delivery. Custom products with additional order items will ship together. All of our custom items are excluded from discounts and promos. Once your custom order has shipped we are unable to make any changes and we do not accept returns for custom products.

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 8 AM to 4 PM PST.

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.

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. Unfortunately, once an order has been shipped we cannot make any changes to your shipping address.

We hope you love your Emi Jay products, however we understand that sometimes things don’t work out. We accept returns on new and unopened items within 30 days of delivery, these items may be eligible for a refund or exchange. Unfortunately, for hygienic reasons we are unable to accept returns or exchanges for used or opened accessories. 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 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.

We hope you love your Emi Jay products, however we understand that sometimes things don’t work out. We accept returns on new and unopened items within 30 days of delivery, these items may be eligible for a refund or exchange. Unfortunately, for hygienic reasons we are unable to accept returns or exchanges for hair care and hair brushes.

If you purchase 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.

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.

Emi Jay does not test on animals, Angelstick, Dream Crème and Halo Hair Oil are Leaping Bunny certified. View Certification

Yes, all three of our formulas are vegan.

Yes. Our formulas are free of sulfates, parabens, silicones, phthalates, gluten, mineral oils and synthetic dyes.

Angelstick is unscented and fragrance-free. Any notable scent is from the natural aroma of its ingredients. 

Dream Crème and Halo Hair Oil are lightly fragranced with our signature scent - a fresh, clean skin scent with notes of amber and musk that provide a lightweight aroma that compliments the body's natural scent.

Yes, all three products' primary and secondary components are recyclable. 

For Angelstick:  The stick component is made of post-consumer materials (40% PCR, PP #5). 

Recycling instructions: Upon unboxing, please flatten the unit carton to place in the recycling bin. Once you finish your Angelstick, place the full stick component in the recycling bin.

For Dream Crème: The cap component is made of post consumer materials (40% PCR, PP #5).

Recycling instructions: Upon unboxing, please flatten the unit carton to place in the recycling bin. Once you finish Dream Crème, use a tube key to ensure every last drop is used. Find out how your city’s recycling facility processes aluminum. If your local facility requires aluminum to be rinsed, carefully cut open the tube at the top, allowing enough room to rinse thoroughly with water. From there, place the tube component in the recycling bin.

For Halo Hair Oil: The bottle component is made of post consumer materials (recyclable PETG, 10% PCR) 

Recycling instructions: Upon unboxing, please flatten the unit carton to place in the recycling bin. Once you finish Halo Hair Oil, rinse any remaining liquid in the bottle. From there, remove the dropper and recycle both pieces separately.

To clean these brushes, use a soft-bristled brush/toothbrush or cloth to remove any tangles and dirt gently. You can get them wet by dipping them in warm soapy water or distilled white vinegar, but ensure that you dry them thoroughly face down. You should not soak or fully submerge wooden, boar bristle or bamboo brushes in water as they can absorb the water and warp or break apart.