Warranty Policy

Dear eM wants every gift that reaches you to be perfect. This page includes our warranty policy and manufacturing defect criteria so you know exactly what you're entitled to.

Warranty Policy

1. Conditions (required)

  • Customers please RECORD AN UNBOXING VIDEO: clearly film the process of opening the package, starting while it still has the shop's sealing tape intact.
  • If the product has an issue on arrival, please send the video to the shop within 48 hours of successful delivery. After 48 hours from receipt, the shop regrets that we cannot handle complaints.

2. Cases Eligible for FREE Returns & Exchanges

  • The product has a manufacturing defect: stuck zipper, broken/loose stitching, torn leather, seriously dented or misshapen form…
  • The shop sent the wrong model, size or colour compared to the order.
  • The product was seriously damaged during shipping.

3. Cases Not Eligible for Support

  • No unboxing video proving the defect existed upon receipt.
  • The product has been used, soiled or damaged through use.
  • The product was torn/damaged by a knife, scissors or sharp object when opening the package.
  • The customer wants to switch to a different model/colour for personal reasons.

4. Return & Exchange Process

  • Step 1: Message the shop within 48 hours of receiving your order, including your order number, photos and the unboxing video.
  • Step 2: Dear eM will review and confirm your request within 02 business days. Please don't send the item back until you've received the shop's confirmation.
  • Step 3: Send the product back to Dear eM within 7 days from the date the shop confirms, clearly writing “RETURN/EXCHANGE ORDER – [Order number]” on the outside of the package.
  • Step 4: Dear eM will inspect the product within 3 business days of receiving the return and send an exchanged/repaired/remade product, or a refund if it cannot be replaced.

Each order is eligible for a return or exchange at most once. For faults on the part of Dear eM or the shipping provider, the shop covers all reasonable round-trip shipping costs.

5. After-Use Warranty

For leather, prints and metal hardware, the shop offers free repair or replacement within 1 month from the date of receipt for:

  • Peeling / cracking leather.
  • Broken hardware or loose screws.
  • Loose stitching on the embroidery of bags.

For prints on fabric: support is available within 1 week after receipt.

If you need warranty support, just message the shop with photos/videos of the product's condition so we can check and help you.

Manufacturing Defect Criteria

All bag products

Considered a manufacturing defect when:

  • Seams are seriously misaligned, come apart or have torn stitching on arrival.
  • Zippers or snap buttons are broken, snapped or unusable.
  • The product has clear stains or colour bleeding.
  • The material has shrunk, has holes or is frayed before use.
  • The embroidery has incorrect letters, missing letters or a different design from what the customer confirmed.
  • The embroidery has seriously loose or unravelled stitching or clearly lost its definition.

Not considered a defect when:

  • The embroidery is not completely filled in: because the leather surface is thick and elastic, stitches may leave small gaps in some places.
  • Embroidery strokes are about 20–30% thinner than the demo font: with computerized embroidery on thick leather, the lettering contracts and changes slightly compared to the on-screen design.
  • The embroidery position is slightly higher/lower: each bag has slight variations in form and size, and the embroidery position depends on the fixed area of the embroidery hoop, so it may not be perfectly identical across products.
  • The inner leather lining has slight ripples: because the material layers have different thicknesses and elasticity when sewn together, the lining may not be perfectly flat, but this does not affect its function.
  • There are a few small loose thread ends: these may be leftover thread at the end of a seam or embroidery during finishing, as long as there is no loosening or unravelling.
  • Slight variations in form, stitching or details: the product goes through many sewing and hand-finishing steps, so there may be small variations between items.
  • Slight creases or pressing marks: these can occur during packing and shipping, do not affect quality and will fade with use.
  • Leather edges or bag trims may show a small amount of excess glue or a finish that is not completely uniform due to the handcrafted process.
  • Actual colours may differ slightly from images due to lighting, camera angle or display screen.
Clothing, hats and accessories

Considered a manufacturing defect when:

  • Seams come undone, tear or have clearly loose stitching on arrival.
  • The embroidery has incorrect letters, missing letters or a different design from what the customer confirmed.
  • Buttons, zippers, collar or cuff trims are defective, broken, loose or unusable.
  • Fabric has shrunk, is stained, has colour bleeding or holes before use.
  • The product has stains, colour bleeding or a missing logo.

Not considered a defect when:

  • Actual colours differ slightly from images due to lighting conditions during photography.
  • The logo or print/embroidery position is off by less than 0.5 cm due to the nature of handcrafted production.
  • The fit differs slightly between styles or between production batches.
  • The product has slight creases or wrinkles from shipping and packing.
  • Slight variations in form, stitching or details: the product goes through many sewing and hand-finishing steps, so there may be small variations between items.

See also: Shipping & Returns Policy & refunds. Need help? Message Dear eM on Messenger or email contact@dearem.co.