PRIVACY AND PERSONAL DATA PROTECTION POLICY

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

This Policy explains how Dear eM collects, uses, stores, shares and protects customers' personal data when they visit the website Dearem.co, purchase products or contact us through our official channels.

Information about the entity responsible for processing personal data

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY

Brand: Dear eM
Business registration number: 0402340020
Address: Lô B38 Phạm Văn Đồng, phường An Hải, thành phố Đà Nẵng, Việt Nam
Website: https://dearem.co
Hotline: 0982 409 149
Email: contact@dearem.co
Instagram: https://www.instagram.com/dearem.official
Facebook: https://www.facebook.com/dearem.official

In this Policy, “Dear eM”, “we” or “our” refers to Công ty TNHH Thương mại và Dịch vụ Dearmily.

“Customer”, “you” or “data subject” means an individual who visits the website, creates an account, places or receives an order, contacts us or uses Dear eM's services.

1. Scope

This Policy applies to personal data collected through:

The Dearem.co website;
Customer accounts;
Checkout pages and order forms;
Email, hotline and messages;
Dear eM's official Facebook and Instagram;
Delivery, payment and returns/exchanges activities;
Promotions, events or surveys;
Other official sales and customer care channels.

Third-party websites, platforms or services linked from Dearem.co may apply their own privacy policies.

2. Personal data Dear eM may collect

Depending on how customers interact with Dear eM, we may collect the following categories of data.

2.1. Identification and contact information

Full name;
Phone number;
Email address;
Shipping address;
Billing address;
Province, city, ward or commune;
Account name or display name;
Recipient's contact information.

2.2. Account information

Username;
Encrypted password or authentication data;
Login history;
Account preferences and settings;
Wishlist;
Purchase history.

Customers are responsible for keeping their login credentials secure and notifying Dear eM immediately if they discover unauthorised use of their account.

2.3. Order information

Order number;
Products and quantities;
Colour, size or version;
Embroidery or personalization content;
Font, thread colour, icon and embroidery position;
Order notes;
Order value;
Discount codes;
Shipping fees;
Processing and delivery status;
Returns/exchanges or complaint history.

2.4. Personalization content

Customers may provide names, letters, dates, messages, images, symbols, logos or designs for Dear eM to make their products.

Customers should only provide information needed to make the product and should not send unrelated sensitive data.

Customers are responsible for ensuring they have the right to use the content, images, logos or designs they provide.

2.5. Payment information

Dear eM may collect or receive transaction-related information, including:

Payment method;
Amount;
Payment time;
Transaction ID;
Payment status;
Account holder name;
Partially masked account or card details;
Bank transfer records;
Information needed for refunds.

When customers pay via a bank, e-wallet or payment gateway, financial information may be processed directly by that service provider.

Dear eM never asks customers for bank passwords, PINs or OTP codes.

2.6. Invoice information

When customers request an invoice, Dear eM may collect:

Individual or organisation name;
Tax identification number;
Address;
Email for receiving the invoice;
Buyer information;
Other details required by regulations.

2.7. Technical and website usage data

When customers visit Dearem.co, the system may automatically record:

IP address;
Device type;
Browser;
Operating system;
Language;
Access time;
Pages viewed;
Referral links;
Actions on the website;
Cookie data or similar technologies;
Error logs and system security data.

2.8. Communications and customer care content

Email;
Text message;
Chat content;
Feedback and reviews;
Images or videos provided by customers;
Unboxing videos;
Complaint-related documents;
Support history.

Calls are only recorded when Dear eM gives appropriate notice and the recording complies with applicable regulations.

2.9. Social media information

When customers interact with Dear eM's social media accounts, we may receive:

Account name;
Profile picture;
Comments;
Text message;
Tagged content;
Responses to ads;
Information customers make public or voluntarily provide.

The collection and processing of data by social media platforms is also governed by each platform's own policies.

3. Sensitive personal data

Dear eM does not actively ask customers for sensitive personal data, unless genuinely necessary for a specific request and processed on an appropriate legal basis.

Customers should not provide information such as:

Account passwords;
PINs or OTP codes;
Unnecessary health information;
Biometric data;
Full financial information;
Unrelated private-life information;
Personal identification documents, unless requested by Dear eM through an appropriate channel.

If customers voluntarily provide unnecessary data, Dear eM may delete, blur or decline to accept that information.

4. Data sources

Dear eM may collect data from:

Information provided directly by customers;
Customer accounts on Dearem.co;
The ordering, payment and delivery process;
Email, hotline, social media and support channels;
Cookies and similar technologies;
Banks, payment gateways or e-wallets;
Shipping carriers;
Website support and customer care partners;
Lawful public sources;
The person placing the order or sending a gift who provides the recipient's information.

When providing someone else's data, customers are responsible for ensuring that doing so is lawful and that the person concerned has been appropriately informed.

5. Purposes of data processing

5.1. Order processing

Confirming customer and order information;
Checking personalization content;
Producing and packing products;
Confirming payment;
Delivering orders;
Sending order status notifications;
Issuing invoices and records;
Supporting returns/exchanges and refunds.

5.2. Account management

Creating and maintaining accounts;
Authenticating logins;
Storing order history;
Providing personal preferences;
Recovering or protecting accounts.

5.3. Customer care

Receiving questions and support requests;
Verifying complaints;
Handling failed transactions;
Resolving disputes;
Responding to reviews;
Improving service quality.

5.4. Improving products and the website

Analysing how customers use the website;
Evaluating product and content performance;
Detecting errors;
Optimising the interface and experience;
Developing new features;
Conducting surveys where appropriate.

5.5. Security and fraud prevention

Verifying unusual transactions;
Preventing unauthorised access;
Detecting fraudulent behaviour;
Protecting accounts and systems;
Checking for promotion abuse;
Keeping logs for incident investigation.

5.6. Marketing and communications

Where there is an appropriate basis or with the customer's consent, Dear eM may:

Send news about new products;
Send promotions;
Send discount codes;
Personalize marketing content;
Measure advertising effectiveness;
Remind customers about products in their cart;
Invite customers to review products.

Customers may opt out of marketing content at any time.

5.7. Fulfilling legal obligations

Accounting, tax and invoicing;
Record keeping;
Consumer protection;
Responding to lawful requests from state authorities;
Protecting the lawful rights and interests of Dear eM, customers or third parties.

6. Legal basis for processing and customer consent

Dear eM processes personal data on one or more appropriate legal bases, including:

The consent of the data subject;
Performance of a contract or transaction with the customer;
Fulfilling the customer's request prior to entering into a transaction;
Fulfilling legal obligations;
Protecting lawful rights and interests as provided by law;
Protecting life, health or essential interests where appropriate;
Other bases permitted by law.

Where the law requires consent, Dear eM will provide the information needed for customers to make a clear and voluntary choice.

Silence or lack of response is not deemed to constitute consent.

Customers may withdraw their consent by contacting Dear eM. Withdrawal does not affect the lawfulness of processing carried out before the withdrawal.

Some data may continue to be stored or processed where necessary to complete an order, resolve a complaint, fulfil legal obligations or protect lawful rights.

7. Cookies and similar technologies

Dearem.co may use cookies, pixels, tags, local storage and similar technologies to:

Maintain login sessions;
Remember your cart;
Save customer preferences;
Keep the website secure;
Analyse traffic;
Measure content performance;
Personalize the experience;
Support advertising where permitted.

Essential cookies

Required for the website to function, process the cart, logins, security and payments. Disabling these cookies may cause some features to stop working.

Functional cookies

Help remember choices such as language, region or display preferences.

Analytics cookies

Help Dear eM understand how the website is used and improve performance.

Advertising cookies

May be used to measure advertising or show more relevant content when customers consent.

Customers can manage cookies through the cookie consent tool on the website or in their browser settings.

Blocking some cookies may affect your experience on Dearem.co.

8. Marketing activities

Dear eM only sends marketing emails, messages or content when there is an appropriate basis.

Every electronic marketing message will include opt-out instructions where the communication method allows.

Customers can stop receiving marketing content by:

Selecting “Unsubscribe” in the email;
Replying as instructed in the message;
Changing their account settings;
Contact contact@dearem.co.

Opting out of marketing does not affect necessary notifications about orders, payments, delivery, security or customer support.

9. Sharing data with third parties

Dear eM does not sell customers' personal data.

Data may be shared, to the extent necessary, with:

9.1. Shipping carriers

Including name, phone number, address and information needed to deliver or return orders.

9.2. Banks and payment providers

To process payments, refunds, reconciliation and fraud prevention.

9.3. Platform and technology providers

May include providers of website hosting, order management, email delivery, customer care, security, analytics or technical support.

9.4. Production and fulfilment partners

Where Dear eM uses partners to help with production, packing or part of the service, data is shared only to the extent necessary.

9.5. Professional advisers

Including accounting, auditing, legal, insurance or consulting firms where necessary, subject to appropriate confidentiality obligations.

9.6. State authorities

Dear eM may provide data when:

There is a lawful request;
It is necessary to comply with legal obligations;
It is necessary to investigate fraud or violations;
It is necessary to protect the rights, property or safety of the parties.

9.7. Corporate transactions

In the event of a merger, transfer, restructuring or transfer of business operations, data may be transferred in accordance with regulations and with appropriate safeguards.

Recipients of data may only use it for the specified purposes, to the extent necessary and in accordance with the relevant agreement or legal obligations.

10. Payment services

Online payments may be carried out on the systems of banks, e-wallets or payment gateways.

These providers may directly collect and process payment information under their own policies.

Customers should read the payment provider's privacy policy and terms before using its service.

Dear eM only receives the information needed to:

Confirm the payment result;
Reconcile;
Issue refunds;
Resolve complaints;
Prevent fraudulent transactions.

11. Cross-border data transfers

Some technology, hosting, analytics, email, advertising or social media providers may host systems or process data outside Vietnam.

Where personal data is transferred abroad, Dear eM will apply the necessary requirements, documentation and safeguards as required by law.

Dear eM will require data recipients to maintain an appropriate level of protection and to process data only for the specified purposes.

12. Data retention period

Dear eM retains data for as long as necessary to fulfil the notified purposes, including:

Completing orders;
Providing services;
Managing accounts;
Handling returns/exchanges and complaints;
Fulfilling warranty obligations;
Fulfilling accounting, tax and invoicing obligations;
Preventing fraud;
Resolving disputes;
Complying with legal requirements.

Retention periods may vary depending on the type of data and the purpose of processing.

When data is no longer needed and there is no further obligation to retain it, Dear eM will delete, destroy or anonymise it, or apply other appropriate measures to prevent further unauthorised use.

Data may remain in technical backups for an additional period and will be deleted or overwritten according to a reasonable operating cycle.

13. Data protection measures

Dear eM applies appropriate organisational and technical measures to protect data against:

Unauthorised access;
Misuse;
Disclosure;
Alteration;
Loss;
Destruction;
Unauthorised copying;
Other information security risks.

Measures may include:

Access control;
Account authentication;
Encryption or masking of data where appropriate;
System backups;
Access log monitoring;
Software updates;
Vendor controls;
Incident response procedures;
Staff training;
Confidentiality commitments.

No system can guarantee absolute security. Customers should also use strong passwords, never share verification codes and protect their own devices.

14. Rights of the data subject

To the extent permitted by applicable law, customers may have the following rights:

To be informed about data processing activities;
To consent or refuse consent where required by law;
To withdraw consent;
To access or view their personal data;
To request a copy of their data;
To request correction of inaccurate data;
To request deletion of data;
To request restriction of processing;
To object to certain processing activities;
To file complaints, denunciations or lawsuits;
To claim compensation when their rights are infringed;
To protect their own personal data;
Other rights under current regulations.

Some requests may be limited or declined where continued processing is necessary to:

Fulfil an order or contract;
Comply with legal obligations;
Retain accounting and tax records;
Investigate fraud;
Resolve complaints or disputes;
Protect lawful rights and interests;
Comply with lawful requests from state authorities.

Dear eM will explain the reason if it cannot fulfil a request in full.

15. How to exercise your personal data rights

Customers can send requests to:

Email: contact@dearem.co
Hotline: 0982 409 149

Requests should include:

Full name;
The phone number or email used;
Details of the request;
The related data or order;
Information needed to verify your identity.

Dear eM may ask for additional reasonable information to:

Verify the requester;
Prevent unauthorised access;
Correctly identify the relevant data;
Fulfil the request safely.

Dear eM will receive and respond within an appropriate timeframe in accordance with applicable regulations and the nature of each request.

Dear eM never asks customers for passwords, PINs or OTP codes in order to exercise their data rights.

16. Data of gift recipients or order recipients

Customers may provide another person's information for delivery or gifting.

This information may include:

Full name;
Phone number;
Address;
Message content;
Personalization content.

Customers are responsible for ensuring that providing this information is lawful, necessary and in line with the recipient's reasonable expectations.

Dear eM only uses that information to fulfil the order, deliver it and provide related support, unless the recipient consents to another purpose.

17. Children's data

Dear eM products may be bought for children, but transactions on the website must be carried out by a person with full legal capacity or with the consent and supervision of a legal representative.

Dear eM does not actively collect children's personal data for marketing purposes without an appropriate legal basis.

Parents or guardians may contact Dear eM if they believe a child's data has been provided inappropriately and needs to be reviewed, corrected or deleted.

When ordering personalized products for children, customers should avoid using information that could reveal unnecessary data, such as a full name together with a date of birth or address.

18. Reviews, images and public content

When customers post reviews, comments or images, or tag Dear eM on public platforms, that content may be visible to others.

Dear eM only reuses content that could identify a customer for promotional purposes when there is an appropriate basis or with the customer's permission.

Customers should avoid publicly posting:

Address;
Phone number;
Order number;
Payment information;
Other people's personal information;
Sensitive data.

Dear eM may hide or remove public content containing inappropriate personal information to protect customers.

19. Personal data incidents

Upon discovering an incident that may affect personal data, Dear eM will:

Determine the scope and extent of the impact;
Apply containment and remediation measures;
Limit the damage;
Keep records of the incident;
Coordinate with the relevant providers;
Fulfil notification or reporting obligations as required.

Customers should contact Dear eM immediately if they notice:

Unauthorised access to their account;
Fake emails or messages;
Unusual transactions;
Disclosure of personal data;
Websites or accounts showing signs of impersonating Dear eM.

20. Third-party links

Dearem.co may contain links to Facebook, Instagram, payment gateways, shipping carriers or other websites.

Dear eM does not fully control how third parties collect or process data.

Customers should read third parties' privacy policies before visiting, logging in or providing information.

21. Changes to this Privacy Policy

Dear eM may update this Policy to:

Comply with changes in the law;
Reflect new data processing methods;
Add products or features;
Change service providers;
Strengthen safety and security;
Clarify the rights and obligations of the parties.

New versions will be published on Dearem.co with the update date clearly stated.

For material changes that may significantly affect customers' rights, Dear eM will provide appropriate notice.

Where new consent is required by regulation, Dear eM will ask customers to confirm before applying the related processing.

22. Language

This Policy is drawn up in Vietnamese.

If Dear eM provides a translation into another language, the translation is for reference only. In case of any discrepancy, the Vietnamese version prevails, unless otherwise provided by law or a valid agreement.

23. Contact information and data protection contact point

For any questions, complaints or requests regarding personal data, please contact: