Return & Exchange Policy

I received a damaged/defective product. What should I do? (Reports must be made within 15 days of delivery.)

Because each product is handmade, imperfections are inevitable, but we will do our best to assist you. Please send your 5/6-digit order number and a photo or video of the product issue to Support@EmmaJimenez.shop, and we will do our best to resolve the issue.

I received the wrong item. What should I do? (Reports must be made within 5 days of delivery.)

Please send your 5/6-digit order number and photos of all items in the package to Support@EmmaJimenez.shop. Once we receive this information, we will process your claim immediately.

I am missing an item. What should I do? (Reports must be made within 5 days of delivery.)

Please send your 5/6-digit order number and photos of all items in the package to Support@EmmaJimenez.shop. Once we receive this information, we will process your claim.

I want to return an item. What should I do?

We accept returns for orders placed on our website within 30 days of delivery. Please send your 6-digit order number and photos of the unused item to Support@EmmaJimenez.shop.

Used Products

Due to the nature of the products we sell, we do not accept returns on any used products for legal and sanitary reasons. This is the industry standard for all online and brick-and-mortar smoking shops. However, if you experience any issues with your product, we encourage you to contact us and we will do our best to assist you. :)

Emma Jimenez | Package Protection

All exchanges/refunds require Emma Jimenez shipping insurance. You must add insurance to your cart before completing your order. Once insured, your order is protected against loss, theft, and damage. :)