CONDITIONS OR RESTRICTIONS ON THE SUPPLY OF GOODS AND SERVICES ON THE PLATFORM

Effective date: 07/08/2026
Last updated: 22/10/2026

This section sets out the conditions, limitations and circumstances that may affect the ability to supply goods and services of Dear eM on the website Dearem.co and official sales channels.

Please read the following conditions carefully before ordering, especially for name-embroidered products, personalized products, custom-designed products or bulk orders.

Supplier Information

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY

1. Scope of Goods and Services Provided

Dear eM provides fashion items, accessories, gifts, embroidered products and personalized products featured on Dearem.co.

Services may include:

  • Embroidery of names, letters, dates or messages;
  • Choice of font, thread colour and icons;
  • Adjusting or designing embroidery content on request;
  • Gift wrapping;
  • Production of bulk orders;
  • Domestic delivery;
  • Other additional services separately confirmed by Dear eM.

A product or option being displayed on the website does not guarantee it is always in stock, that materials are available or that it can be produced immediately at any time.

2. Limitations on Service and Delivery Areas

Dear eM delivers to provinces and cities across Vietnam within the service coverage of its shipping providers.

Delivery to a specific address may be limited by:

  • The shipping provider's coverage area;
  • Addresses in island districts, remote or mountainous areas;
  • Areas with restricted traffic or access;
  • Weather conditions, natural disasters or epidemics;
  • Security regulations or requirements of competent authorities;
  • Incomplete or unverifiable address information;
  • Other objective factors affecting delivery operations.

For areas not yet supported automatically by the system, Dear eM will check delivery feasibility and notify the shipping fee before confirming the order.

Dear eM does not offer international shipping by default. Orders delivered outside Vietnam are only fulfilled with separate confirmation by email, message or in writing.

3. Stock and Material Limitations

Product availability depends on stock levels and material supply at the time Dear eM processes the order.

Dear eM may be unable to continue supplying a product when:

  • The product is out of stock;
  • The colour, size or version is sold out;
  • Materials, accessories or thread colours are temporarily unavailable;
  • The product has been discontinued;
  • Materials do not meet quality standards;
  • Stock information has not been updated in the system in time;
  • Demand exceeds current supply capacity.

When a product can no longer be supplied, Dear eM will contact the customer to propose one of the following options:

  • Wait for the product or materials to be restocked;
  • Switch to a different colour, size or model;
  • Adjust the order details;
  • Cancel part or all of the order;
  • Refund the corresponding amount paid.

Customers are not required to accept an alternative product or a price difference unless they agree.

4. Production Capacity Limitations

Embroidered and personalized products are made after the order is confirmed. Our ability to accept orders depends on:

  • The number of orders being processed;
  • The complexity of the embroidery;
  • The quantity ordered by the customer;
  • The condition of machinery and equipment;
  • Material and staff availability;
  • The timeline requested by the customer;
  • Holidays, Tết or promotional periods;
  • Other technical or operational factors.

Dear eM may limit the number of orders accepted within a given period to ensure product quality and production schedules.

Completion times shown on the website or communicated to the customer are estimates and may be adjusted if material, technical or production capacity issues arise.

5. Conditions and Limitations for Personalized Products

Whether personalization can be done depends on the product size, material, embroidery position, number of characters and technical requirements.

Dear eM may limit:

  • The number of embroidered characters;
  • The size of text or icons;
  • The positions on the product that can be embroidered;
  • The fonts and thread colours available;
  • The number of colours in one design;
  • The level of detail in images or logos;
  • The number of personalizations on one product;
  • Requests that are not suited to the material's characteristics.

Preview images, mock-ups or illustrations are only meant to help customers visualize the design. The actual product may differ slightly in:

  • Placement of the embroidery;
  • Size of the stitching;
  • Colour, due to the material and display conditions;
  • Lines resulting from the handcrafted nature of the work;
  • Spacing between characters.

Minor differences that do not significantly affect the function, quality or overall design are not, in themselves, considered product defects.

6. Personalization Content That May Be Refused

Dear eM reserves the right to refuse content that:

  • Violates the law or public morals and customs;
  • Is offensive, threatening or harassing;
  • Incites violence, hatred or discrimination;
  • Infringes on another person's privacy or image rights;
  • Infringes on third-party trademarks, copyrights or intellectual property rights;
  • Impersonates or causes confusion about an individual, brand or organization;
  • Contains unlawful advertising or business content;
  • Does not meet the product's technical limitations;
  • Risks causing harm to or disputes for Dear eM or third parties.

Dear eM may ask the customer to revise the content or provide documents proving the right to use a logo, image or design.

If a request cannot be fulfilled, Dear eM will notify the customer and refund the amount corresponding to the part of the service not provided.

7. Customer Information Requirements

To use our services, customers must provide accurate and complete information, including:

  • Full name of the person placing the order or the recipient;
  • A contactable phone number;
  • Email, if requested;
  • Full delivery address;
  • Product details and personalization content;
  • Invoicing information, if applicable;
  • Other information needed to complete the transaction.

Dear eM may suspend processing or refuse an order if:

  • The customer cannot be contacted;
  • The order information is incomplete;
  • The delivery address cannot be verified;
  • The information shows signs of being fake;
  • The customer does not confirm the personalization content;
  • The customer does not provide necessary additional information.

8. Legal Capacity to Transact

The person placing the order must have the legal capacity to enter into transactions under the law.

Minors or persons with limited legal capacity may only place orders with the consent and supervision of a parent, guardian or legal representative.

Dear eM may request verification or refuse a transaction if there are reasonable grounds to believe the person placing the order is not eligible to transact.

9. Payment Conditions and Limitations

The payment methods available are those displayed at checkout or confirmed by Dear eM.

Some methods may be restricted based on:

  • Product type;
  • Order value;
  • Delivery area;
  • Customer account status;
  • Bank or payment gateway requirements;
  • Transaction verification results;
  • Anti-fraud policies.

For personalized products, Dear eM may require customers to prepay all or part of the order value before production.

Orders may not enter production or be shipped until Dear eM confirms that the payment or deposit has been successfully received.

Details are set out in Payment Policy of Dear eM.

10. Limitations on Cash on Delivery

Cash on delivery (COD) is only available for orders that meet the conditions approved by Dear eM and the shipping provider.

COD may not be available for:

  • Name-embroidered or personalized products;
  • Custom-designed or custom-made products;
  • Bulk orders;
  • Corporate orders;
  • High-value orders;
  • Areas where the carrier does not support COD;
  • Orders with information that cannot be verified;
  • Customers who have previously refused deliveries without a valid reason;
  • Transactions showing signs of fraud or policy abuse.

Dear eM may require prepayment of the shipping fee, personalization fee or part of the order value before confirming COD.

11. Limitations on Order Quantity and Value

Dear eM may apply minimum or maximum purchase quantities for certain products, promotions or customers.

Limits may be applied to:

  • Ensure fairness in promotions;
  • Prevent bulk buying or speculation;
  • Protect limited stock;
  • Preventing fraud;
  • Ensure production and delivery capacity;
  • Comply with the terms of suppliers or partners.

Bulk or corporate orders require separate confirmation from Dear eM on price, schedule, deposit, design and delivery time.

12. Production and Delivery Time Limitations

Production and delivery times published on the website or confirmed with the customer are estimates.

Actual times may vary due to:

  • The number of orders being processed;
  • The complexity of the personalized product;
  • Shortages of materials or accessories;
  • Delays in the customer confirming the content;
  • Changes to the customer's request;
  • Delivery delays by the shipping provider;
  • Weather, natural disasters, epidemics or traffic disruptions;
  • Public holidays, Tết or peak season;
  • Events beyond Dear eM's reasonable control.

Delivery time does not include any delay caused by the customer providing or confirming necessary information late.

The detailed policy is published at Shipping & Delivery Policy .

13. Limitations Arising from Third-Party Service Providers

Some of Dear eM's operations depend on third-party services, including:

  • Banks and payment gateways;
  • Shipping carriers;
  • Website platform providers;
  • Email and messaging service providers;
  • Material or accessory suppliers;
  • Technical and data hosting partners.

Incidents, disruptions or changes from these parties may affect payment, order confirmation, production or delivery.

When an incident occurs, Dear eM will coordinate with the relevant parties and notify customers to a reasonable extent.

14. Conditions and Limitations on Prices and Offers

Prices, discount codes, gifts and offers apply only when the order fully meets the promotion's conditions.

Offers may be limited by:

  • Validity period;
  • Product or category;
  • Minimum order value;
  • Number of orders;
  • Customer group;
  • Delivery area;
  • Payment method;
  • Number of uses per customer or account.

Dear eM reserves the right to refuse or revoke an offer if fraud, creating multiple accounts, providing false information or abuse of the promotion is detected.

Pricing principles are published at Pricing Policy.

15. Cases in Which Dear eM May Refuse or Cancel an Order

Dear eM may refuse, put on hold or cancel an order when:

  • The product is out of stock or can no longer be produced;
  • Customer information is incomplete or cannot be verified;
  • The customer does not confirm the personalization content;
  • Payment or deposit was unsuccessful;
  • The personalization content does not meet the requirements;
  • The address is outside the delivery area;
  • The order exceeds production capacity within the requested timeframe;
  • The price or product information was displayed incorrectly due to a technical error;
  • The transaction shows signs of fraud or unauthorized payment;
  • The customer behaves in a seriously threatening, abusive or disruptive manner;
  • Fulfilling the order could violate the law;
  • A competent state authority so requests;
  • A force majeure event occurs.

If Dear eM cancels an order after receiving payment, the amount corresponding to the goods or services not provided will be refunded in accordance with the payment policy.

16. Restrictions on Changing or Cancelling Personalized Products

Customers should carefully check the personalization details before confirming the order.

If the customer cancels within the permitted period, Dear eM will refund 80% of the total amount paid (including shipping); the remaining 20% is a cancellation fee. The cancellation fee does not apply when Dear eM cancels the order or when the fault lies with Dear eM. See Section 14 for details Terms of Service.

After the cancellation or change window (2 hours from ordering; 1 hour for orders delivered within inner-city Da Nang; cancellations/changes are not available for in-store pickup orders), the order is considered to be in production and Dear eM cannot support:

  • Changes to the name, content or spelling;
  • Changes to the font, thread colour or icon;
  • Changes to the product model, size or colour;
  • Order cancellation;
  • Refunds of costs already incurred.

Dear eM will still help if the product was made differently from the information the customer confirmed.

Detailed returns and exchanges conditions are published at Returns & Exchanges Policy.

17. Platform Limitations

Dear eM strives to keep Dearem.co running smoothly, but the website may be temporarily disrupted due to:

  • System maintenance or upgrades;
  • Server or connection issues;
  • Errors from the platform provider;
  • Safety or security incidents;
  • Sudden spikes in traffic;
  • Requests from competent authorities;
  • Events beyond reasonable control.

Products added to the cart without completing the order are not considered reserved.

An automatic notice that an order has been received does not in itself mean Dear eM has confirmed it can supply the product.

18. Force Majeure

Dear eM may suspend, extend the timeline for or be unable to supply goods and services when objective events beyond reasonable control occur, including:

  • Natural disasters, fires, storms, floods or earthquakes;
  • Epidemics or states of emergency;
  • War, riots or widespread strikes;
  • Power, internet or payment system outages;
  • Severe supply chain disruptions;
  • Traffic or transport restrictions;
  • Decisions or requests of competent authorities;
  • Other events that qualify as force majeure under the law.

Dear eM will notify customers and propose an appropriate solution where possible.

19. Protection of Customer Rights

The conditions and limitations in this policy are not intended to exclude or limit consumer rights that the law does not permit to be excluded or limited.

If Dear eM cannot provide a product or service as confirmed, the customer will be notified and may choose an appropriate option, including:

  • Continuing to wait for the updated timeframe;
  • Changing the product or order details;
  • Cancelling the goods or services that cannot be provided;
  • Receiving a refund for the eligible portion;
  • Exercising the right to complain under Dear eM's policy.

20. Changes to Supply Conditions

Dear eM may update these conditions or restrictions to reflect:

  • Product range and characteristics;
  • Production capacity;
  • Material availability;
  • Delivery coverage;
  • Payment method;
  • Operating procedures;
  • Safety and security requirements;
  • Current legal regulations.

Updated versions will be published on Dearem.co with the effective date clearly stated.

Changes do not affect the customer's confirmed rights for previous orders, unless:

  • The customer requests changes to the order;
  • Both parties agree otherwise;
  • The new change is more favourable to the customer;
  • The law or a competent authority requires otherwise.

21. Contact Information

For any questions or requests regarding the availability of goods and services, please contact:

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY

When contacting us about a specific product or order, please provide the product name, order number and what you would like checked so Dear eM can help you quickly.