PRICING POLICY

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

This Pricing Policy sets out the principles for listing prices, determining order value, applying promotions and handling pricing errors for products and services offered on Dearem.co and the brand's official sales channels Dear eM.

Operator information

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

1. Price Listing Principles

Product prices are publicly listed by Dear eM on the product page, in the cart or at checkout before the customer confirms the order.

All prices are shown in Vietnamese dong – VND, unless otherwise stated.

Prices may vary depending on:

Product model and version;
Size or colour;
Materials and included accessories;
Embroidery content or personalization requests;
Order quantity;
Current promotions;
Material and production costs at the time;
Custom design or finishing requests.

2. Scope of Listed Prices

The price listed on the product page is the price of the product in the standard configuration, model and options described at the time the customer views it.

The listed price may not include the following if they are not shown on the product page or at checkout:

Shipping fees;
Express or time-slot delivery fees;
Surcharges for delivery to remote, mountainous or island areas;
Additional embroidery, printing or personalization fees;
Custom design fees;
Special packaging or gift box fees;
Surcharges for bulky or large-volume orders;
Other costs arising from the customer's special requests.

The total amount payable will be displayed or communicated before the customer confirms the transaction.

3. Taxes and Invoices

Whether prices include or exclude applicable taxes will be shown on the product page, at checkout, in the quotation or on the invoice.

Dear eM issues invoices and declares its financial obligations in accordance with current law.

Customers who need an invoice should provide complete and accurate invoicing information when placing the order, including:

Individual or organisation name;
Tax identification number;
Address;
Email for receiving the invoice;
Other necessary information.

4. Pricing for Personalized Products

The price of a personalized product is based on the base product and the customer's additional options, including:

The embroidered name, letters or message;
Number of characters;
Font;
Thread colour;
Icons or symbols;
Embroidery position and size;
Design complexity;
Number of positions to be personalized;
Custom design or revision requests.

Personalization surcharges, if any, will be shown on the product page, at checkout or communicated to the customer before production.

For requests not available on the website, Dear eM will check feasibility and send a separate quotation.

Quotations are valid only for the period stated on the quotation or order confirmation.

5. Pricing for Bulk Orders

For corporate orders, gift orders, group orders or bulk orders, Dear eM may provide a separate quotation based on:

Product quantity;
Model and material;
Personalization content;
Number of designs required;
Production time;
Packaging requirements;
Number of delivery addresses;
Delivery schedule;
Other special requirements.

Bulk order pricing applies only after both parties have agreed on the quotation, schedule, payment terms and production details.

6. Promotions and Offers

From time to time, Dear eM may run discounts, promo codes, gifts or shipping subsidies.

Each promotion may have its own conditions, including:

Validity period;
Eligible products or categories;
Minimum order value;
Maximum number of uses;
Eligible customer groups;
Delivery area;
Payment method;
Conditions for combining with other offers.

Discount codes or offers:

Are valid only during the announced period;
Cannot be exchanged for cash;
Cannot be transferred unless the promotion allows it;
Cannot be combined with other promotions unless clearly stated;
May be revoked if fraud or abuse is detected.

An offer displayed on the website does not guarantee it will apply if the order does not fully meet the promotion's conditions.

7. Prices Across Sales Channels

Product prices on the website, in store, on social media, on e-commerce marketplaces or in special sales programmes may differ due to:

Each platform's fee policy;
Channel-specific promotions;
Platform-sponsored discount codes;
Shipping costs;
When prices were last updated;
Each channel's terms of use.

The price applied to an order is the price displayed and confirmed on the channel where the customer makes the purchase.

Dear eM is not obliged to refund price differences between sales channels or between different times, unless otherwise announced.

8. Price Changes

Dear eM reserves the right to adjust product prices to reflect:

Material costs;
Production and operating costs;
Design or material changes;
Stock levels;
Market conditions;
Tax and fee policies;
Business programmes at any given time.

New prices take effect from the time they are updated on the website or announced through official sales channels.

Price changes do not affect orders already confirmed by Dear eM, except where:

The customer requests changes to the product or order details;
Additional requests arise;
There is an obvious display or technical error;
Both parties agree otherwise;
Required by law.

9. Confirmation of Order Value

Before confirming an order, the customer is responsible for checking:

The price of each product;
Product quantity;
Personalization surcharges;
Shipping fees;
Discount amount;
Promo code;
Other fees, if any;
The total payment amount.

An order is considered price-confirmed when Dear eM sends an order acceptance notice via the website, email, message or an official contact channel.

The system automatically saving a cart or sending a notice that an order request has been received does not in itself mean Dear eM has confirmed the price and accepted the transaction.

10. Handling Pricing Errors

Although Dear eM strives to ensure prices are displayed accurately, the website or sales system may experience:

Data entry errors;
Display errors;
Data synchronization errors;
Discount calculation errors;
Errors from the platform or payment system;
Unreasonable prices caused by technical issues.

If an error is discovered before the order is confirmed, Dear eM has the right to:

Correct the price;
Contact the customer to reconfirm the order;
Ask the customer to pay the difference;
Cancel the order and refund any amount paid.

Dear eM will clearly explain the error and will only continue processing the order once the customer agrees to the corrected price.

If the customer does not agree to the correct price, they have the right to cancel the order and receive a refund of the amount paid by an appropriate method.

11. Out-of-Stock or Discontinued Products

A price displayed on the website does not guarantee the product is always in stock or can still be produced.

When a product is out of stock, discontinued or cannot be produced, Dear eM may:

Notify the customer;
Suggest an alternative product;
Suggest adjusting the order;
Cancel the item or the entire order;
Refund the corresponding amount paid.

Customers are not required to accept a higher-priced alternative unless they agree to pay the difference.

12. Refunds and Order Value Adjustments

When an order is adjusted, cancelled or returned under the applicable policy, the refund amount is determined based on:

The amount actually paid by the customer;
The value of the products eligible for refund;
The discount allocated to the product;
Whether shipping fees and surcharges are refundable;
Costs already incurred for personalized products;
The agreement between Dear eM and the customer;
Applicable laws and regulations.

Products bought on promotion will be refunded based on the amount the customer actually paid for that product, not the pre-promotion listed price.

Refunds are processed in accordance with Payment Policy and Returns & Exchanges Policy of Dear eM.

13. Customer Responsibilities

Customers are responsible for:

Check prices and the order total before confirming;
Read the promotion's conditions carefully;
Enter promo codes correctly while they are still valid;
Check personalization surcharges and shipping fees;
Contact Dear eM upon noticing inconsistent prices or signs of an error;
Pay the correct amount by the confirmed deadline;
Not exploit system or display errors for personal gain.

14. Dear eM's Responsibilities

Dear eM is responsible for:

List prices clearly and visibly;
Communicate the order total before the customer pays;
Disclose any surcharges that may apply;
Communicate the conditions of promotions;
Proactively correct pricing errors as soon as they are discovered;
Contact the customer if an error affects their order;
Not change the price of a confirmed order without consent;
Process refunds in accordance with the published policy;
Receive feedback or complaints related to pricing.

15. Pricing Feedback and Complaints

If you notice an issue with a product price, discount, surcharge or order total, please provide:

Full name;
The phone number or email used to place the order;
Order number;
Product name;
The displayed price;
The price paid or requested;
Screenshots, invoices or related documents;
What you would like Dear eM to check.

Dear eM will review the information, system history and order confirmation to determine an appropriate resolution.

16. Changes to the Pricing Policy

Dear eM may update the Pricing Policy to reflect:

Business operations;
Product range;
Production and operating costs;
Sales methods;
Tax and fee policies;
Current legal regulations.

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

The new policy does not change the value of orders already confirmed by Dear eM, unless the customer requests changes to the order, the parties agree otherwise or the law requires it.

17. Contact Information

For any questions, feedback or complaints related to pricing, please contact: