SHIPPING, RETURNS AND REFUND POLICY

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. Scope

This policy applies to:

• Orders placed directly on Dearem.co;
• Orders placed through Dear eM's official sales channels;
• Ready-made products;
• Name-embroidered or personalized products;
• Retail orders;
• Bulk or corporate orders, unless otherwise agreed.

Where a quotation, contract or order confirmation contains specific terms, the content confirmed by both parties will take precedence for that transaction, provided it does not contravene the law.

2. Delivery Coverage

Dear eM delivers to provinces and cities nationwide through suitable shipping providers.

Delivery to a specific address depends on the shipping provider's coverage at the time the order is processed.

For island districts, remote or mountainous areas, areas with restricted delivery or special shipping conditions, Dear eM will check delivery feasibility and notify the cost before confirming.

Dear eM does not offer international shipping by default. Orders delivered outside Vietnam are only fulfilled with separate confirmation.

3. Delivery Methods

3.1. Delivery via Shipping Provider

Orders are delivered to the address provided by the customer through a shipping provider selected by Dear eM.

Dear eM prioritizes shipping providers with reasonable fees, suitable delivery times and order tracking.

3.2. Express Delivery in Da Nang

Dear eM may offer express or same-day delivery in some areas of Da Nang.

Express delivery depends on:

• Whether the product has been completed;
• The requested delivery time;
• The delivery address;
• The delivery distance;
• Weather and traffic conditions;
• The availability of the delivery provider.

Express delivery fees are charged at the delivery provider's actual rate at the time of booking. Dear eM will notify you and only proceed once you agree.

3.3. In-Person Pickup

Customers can pick up their order in person after Dear eM confirms the order is complete and ready for handover.

In-person pickup is free of shipping charges. Customers select the Pick up in store option at checkout.

Please contact the hotline 0982 409 149 before coming.

4. Standard Shipping Fees

Standard shipping fees are based on the order total (excluding shipping) and apply uniformly to delivery addresses nationwide.

The above fees apply to:

• Standard retail orders;
• A total chargeable weight of no more than 2 kg;
• Packages that are not bulky or oversized;
• Standard delivery service;
• Addresses within the shipping provider's normal delivery coverage.

The official shipping fee will be displayed or communicated before the customer completes payment.

5. Shipping Surcharges

Surcharges may apply to orders in the following cases:

• Chargeable weight exceeds 2 kg;
• Packages are large or bulky;
• Delivery to island districts, remote or mountainous areas;
• The customer requests express or time-slot delivery;
• The customer changes the address after the package has been handed over to the carrier;
• Repeated redelivery requests;
• Special shipping service requests;
• Orders delivered to multiple addresses.

Dear eM will notify you of any surcharge in advance if it can be determined at the time the order is processed.

6. Free Shipping and Shipping Offers

From time to time, Dear eM may offer:

• Free shipping;
• Shipping discount codes;
• Shipping subsidies;
• Region-specific offers;
• Offers based on order value;
• Offers for specific programmes or customer groups.

Terms will be published on the website, product pages, promotion pages or at checkout.

Shipping offers cannot be exchanged for cash and cannot be combined, unless Dear eM announces otherwise.

7. Order Preparation Time

7.1. Ready-Made Products

Ready-made products are usually prepared and handed over to the shipping provider within 1–2 business days.

7.2. Name-Embroidered or Personalized Products

Products embroidered with names, text or icons, or made to order, require production time before shipping.

Production time will be:

• Shown on the product page;
• Communicated at checkout;
• Or confirmed directly with the customer.

Shipping time is counted only from when the product is completed and handed over to the shipping provider.

7.3. Bulk Orders

For bulk orders, corporate orders or custom-designed orders, production and delivery times will be agreed separately by both parties.

8. Estimated Delivery Time

The times below are counted from when the shipping provider receives the package and do not include production time.

These times are estimates and not a guaranteed delivery date.

Delivery may take longer in the following cases:

• Saturdays, Sundays, public holidays or Tết;
• Bad weather, natural disasters or epidemics;
• Traffic congestion or disruptions;
• Incomplete or incorrect delivery address;
• The recipient cannot be reached;
• The order must be transferred through multiple post offices;
• Restricted delivery areas;
• High order volumes during promotions;
• Events beyond Dear eM's reasonable control.

9. Confirming Delivery Information

Customers are responsible for providing accurate:

• Recipient's full name;
• Recipient's phone number;
• Full delivery address;
• Ward or commune;
• Province or city;
• Delivery notes, if any.

Dear eM is not responsible for late deliveries, failed deliveries or additional costs caused by incorrect or missing information provided by the customer.

If you notice any incorrect information, please contact Dear eM as soon as possible.

Once the order has been handed over to the shipping provider, whether the address can be changed depends on the shipping provider's policy and may incur additional costs.

10. Order Tracking

Once the order has been handed over to the shipping provider, customers may receive:

• A tracking number;
• Confirmation messages;
• An email notification;
• A tracking link;
• A notification via the contact channel used to place the order.

Tracking status is updated by the shipping provider's system and may sometimes lag behind the actual status.

11. Inspecting Your Package on Delivery

When receiving your order, please:

• Check the recipient's name and phone number;
• Check the order number or tracking number;
• Check the number of packages;
• Check the outer condition of the package;
• Check for signs of dents, tears, water damage or tampering;
• Record an unboxing video (required) continuously and clearly, starting while the package still has Dear eM's sealing tape intact.

Depending on the shipping provider's rules, customers may be able to check the quantity and outer condition of the product before accepting it.

Inspection does not include:

• Trying out the product;
• Washing or cleaning the product;
• Removing tags or labels;
• Making repairs yourself;
• Altering the product's original condition.

If the package shows signs of serious damage or tampering, please take photos and videos, make a record with the delivery staff if possible and contact Dear eM immediately.

12. Failed Deliveries

An order may be considered a failed delivery when:

• The recipient cannot be reached;
• The recipient refuses the package;
• The delivery address does not exist or is incorrect;
• No one is available to receive it at the address;
• The shipping provider cannot reach the address;
• The customer does not cooperate after multiple contact attempts.

Customers may have to pay redelivery, address change or return-to-sender fees if the failed delivery results from the customer's information or requests.

For personalized products made according to the confirmed information, refusing delivery does not entitle the customer to cancel or receive a refund, unless the product has a defect for which Dear eM is responsible.

13. Damaged, Lost, Incorrect or Incomplete Deliveries

If a product is damaged, lost, incorrect or incomplete during shipping, Dear eM will be your point of contact and will support you.

Please contact us within 48 hours of receiving the order and provide:

• Order number;
• A tracking number;
• Photos of the package;
• Photos of the product;
• Photos of the shipping label;
• Unboxing video (required), recorded continuously from when the package still had Dear eM's sealing tape intact;
• A description of the missing, incorrect or damaged item;
• The delivery record, if any.

After verification, Dear eM may:

• Sending missing products or accessories;
• Exchanging the product;
• Repair or remake the product;
• Full or partial refund;
• Agree on another solution with the customer.

14. Cases Eligible for Returns & Exchanges

Dear eM supports exchanges or returns in the following cases:

• The product has a manufacturing defect according to the Manufacturing Defect Criteria (stuck zipper, broken/loose stitching, torn leather, seriously dented or misshapen form, incorrect or missing embroidery content that was confirmed…);
• Dear eM sent the wrong model, size or colour compared to the order;
• The product was seriously damaged during shipping.

If an order arrives incomplete, Dear eM will send the missing items as described in Section 13. For details on conditions and after-use warranty, see Warranty Policy.

Each order is eligible for an exchange or return at most once, unless otherwise confirmed by Dear eM.

15. Rules for Personalized Products

Personalized products include:

• Name-embroidered products;
• Products embroidered with initials;
• Products embroidered with dates or messages;
• Products with a choice of font, thread colour or icon;
• Products custom-designed or adjusted on request.

Because these products are made specially for you, Dear eM does not accept exchanges or returns when:

• The customer changes their mind or preferences;
• The customer no longer needs the product;
• The customer chose the wrong model, colour, size, font, thread colour or icon;
• The customer provided an incorrect name, spelling, date or message;
• The customer requests to cancel or change the order after the deadline stated below;
• The product has minor differences due to its handcrafted nature that do not affect its function or overall design.

If Dear eM makes the product differently from the content the customer confirmed, the customer is still entitled to an exchange, correction, remake or refund.

Order Cancellation or Change Window

Customers may cancel or change their order within the following time limits, counted from when the order was successfully placed:

• Delivery outside inner-city Da Nang: 2 hours;
• Delivery within inner-city Da Nang: 1 hour;
• In-store pickup (immediate or scheduled): cancellations or changes not available.

When cancelling within the above window, Dear eM will refund 80% of the total amount the customer paid (including shipping); the remaining 20% is a cancellation fee. Changes within the window are free of charge. 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.

16. Deadline for Return & Exchange Requests

Please contact Dear eM within 48 hours of receiving the order.

The time of receipt is determined by the shipping provider's successful delivery status or the handover record.

After 48 hours from receipt, Dear eM regrets that we cannot handle complaints about the condition of the product on arrival. Defects that arise during use are covered under the warranty period in Warranty Policy (1 month for leather, metal hardware and embroidery; 1 week for prints on fabric).

17. Conditions for Returned Products

Returned products must meet the following conditions:

• The product matches the return/exchange request;
• The product is in the same condition as when the defect was discovered;
• The product has not been used;
• The product has not been washed or cleaned;
• The product has not been repaired or altered;
• Tags, labels, packaging and included accessories are complete;
• Gifts or promotional items are returned in full if the entire order is returned;
• The product is carefully packed when sent back to Dear eM.

Dear eM reserves the right to refuse processing if the returned product does not meet the conditions or its actual condition does not match the information provided by the customer.

18. Return & Exchange Process

Step 1: Submit a request

Please provide:

• Full name;
• The phone number or email used to place the order;
• Order number;
• The name of the product needing support;
• A description of the issue;
• Photos or videos of the product;
• Unboxing video (required), recorded continuously from when the package still had Dear eM's sealing tape intact;
• Your preferred resolution.

Step 2: Dear eM confirms the request

Dear eM aims to review and respond with the outcome within 02 business days.

Please do not send the product back before receiving confirmation and instructions from Dear eM.

Step 3: Send the product back to Dear eM

Once the request is approved, please send the product to:

Label on the outside of the package:

RETURN/EXCHANGE ORDER – [ORDER NUMBER]

The product must be sent within 7 days from the date Dear eM confirms the request.

Step 4: Product inspection

Within 3 business days of receiving the returned product, Dear eM will inspect it and notify the customer of the result.

Step 5: Resolution

Depending on the inspection result, Dear eM may:

• Repairing or fixing defects;
• Remaking the product;
• Exchange for the correct product as ordered;
• Send the missing product or accessories;
• Full or partial refund;
• Carry out another resolution agreed by both parties.

19. Return & Exchange Costs

19.1. Fault of Dear eM or the Shipping Provider

Dear eM covers reasonable shipping costs related to collecting and resending the product.

19.2. Exchanges Not Due to Dear eM's Fault

For non-personalized products that Dear eM agrees to exchange, the customer may have to pay:

• Shipping to send the product back to Dear eM;
• Shipping for the new product;
• Any price difference between products;
• Other reasonable costs notified in advance.

The original shipping fee is non-refundable, unless the fault lies with Dear eM or the shipping provider.

20. Cases Eligible for a Refund

Dear eM may issue a refund when:

• Dear eM cancels a paid order;
• The product is out of stock or cannot be produced;
• Dear eM cannot produce the confirmed personalization;
• The customer makes a duplicate payment or overpays;
• The product is eligible for return;
• The product is lost and cannot be redelivered;
• The product is defective and cannot be repaired, remade or replaced;
• The transaction is found to contain an error;
• Other cases approved by Dear eM or required by law.

21. Refund Amount

The refund amount is determined based on:

• The amount actually paid by the customer;
• The value of the products eligible for refund;
• The discount applied to the product;
• Whether the shipping fee is refundable;
• Costs already incurred for personalized products;
• Each party's responsibility;
• 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 the product, not the pre-promotion listed price.

If only part of the order has an issue, Dear eM will exchange or refund the corresponding value.

22. Refund Methods

Depending on the case, refunds may be made via:

• Refund to the original payment method;
• Bank transfer;
• A store credit code or balance for your next order, with the customer's consent;
• Another method agreed by both parties.

Dear eM may ask the customer to provide bank account details to process the refund.

The account holder's name should match the person who placed or paid for the order, unless otherwise validly confirmed.

Dear eM will never ask customers for their banking password, PIN or OTP to receive a refund.

23. Refund Processing Time

Dear eM expects to submit the refund request or issue the refund within 05 to 15 business days from when:

• The refund request is approved;
• Dear eM receives all necessary information;
• The returned product is confirmed as eligible, if applicable.

When the funds reach the customer's account may depend on the bank, card scheme, e-wallet or payment gateway.

The above timeframe does not include delays caused by the customer providing information late or independent processing time by intermediaries.

24. Cases Not Eligible for Returns, Exchanges or Refunds

Dear eM may decline support in the following cases:

• The request is submitted after the specified deadline;
• The personalized product was made according to the information confirmed by the customer;
• The customer provided incorrect or incomplete personalization content;
• The customer changes their mind or preferences;
• The customer chose the wrong model, colour, size or version;
• The product has been used;
• The product has been washed, cleaned or repaired;
• The product's condition has been altered;
• The product was damaged due to use or storage not in line with the care instructions;
• The product has dirt, odours, cosmetics, chemicals or liquids on it after delivery;
• The returned product is missing packaging, accessories or gifts;
• The product is part of a clearance sale that was announced as non-returnable;
• The customer sent the product back without Dear eM's confirmation;
• There is insufficient information or evidence for verification;
• Minor differences arising from the handcrafted nature that do not affect usability;
• Damage occurring after successful delivery due to the customer's fault.
• There is no unboxing video proving the defect existed upon receipt;
• The product was torn/damaged by a knife, scissors or sharp object when opening the package.

25. Refused Delivery of Personalized Orders

For personalized products that Dear eM has made according to the information confirmed by the customer:

• The customer remains obliged to pay in full;
• Refusing delivery does not automatically entitle the customer to a refund;
• Deposits or payments may be non-refundable;
• The customer may have to pay redelivery or return-to-sender fees.

This rule does not apply if the product has a defect for which Dear eM is responsible or does not match the confirmed information.

26. Feedback and Complaints

For issues related to delivery, returns & exchanges or refunds, please provide:

• Full name;
• Phone number or email used to place the order;
• Order number;
• Tracking number, if any;
• A description of what you need help with;
• Related photos, videos or documents;
• Your preferred resolution.

Dear eM aims to acknowledge receipt within 02 business days.

For simple cases with complete information, Dear eM aims to respond with the outcome or resolution within 07 business days.

For cases that require working with the shipping provider, bank or payment gateway, or inspecting the product, the expected resolution time is no more than 15 business days from receipt of complete information.

27. Dear eM's Responsibilities

Dear eM is responsible for:

• Prepare the correct products according to the confirmed order;
• Package products appropriately;
• Provide necessary delivery information;
• Hand over packages to the shipping provider;
• Receive and handle requests in good faith;
• Coordinate with shipping and payment providers;
• Clearly communicate verification results and resolutions;
• Carry out exchanges, corrections, remakes or refunds when eligible;
• Protect customers' personal information;
• Fulfil obligations under current law.

28. Customer Responsibilities

Customers are responsible for:

• Provide accurate delivery information;
• Carefully check personalization details before confirming;
• Arrange for someone to receive the order;
• Cooperate with delivery staff;
• Inspect the package upon receipt;
• Record an unboxing video;
• Keep the product in its original condition upon discovering a defect;
• Notify us within the specified deadline;
• Provide complete photos, videos and documents;
• Pack products carefully when returning them;
• Not use the return, exchange or refund process for fraud.

29. Force Majeure

Dear eM may suspend, extend the timeline for or be unable to perform part of its obligations when events beyond reasonable control occur, including:

• Natural disasters, storms, floods, fires 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 of competent state authorities;
• Other force majeure events as defined by law.

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

30. Protection of Customer Rights

This policy is not intended to exclude or limit consumer rights that the law does not permit to be excluded or limited.

If Dear eM cannot fulfil an order as confirmed, the customer may choose to:

• Continue waiting for the updated timeframe;
• Changing the product or order details;
• Cancel the goods that cannot be provided;
• Receiving a refund for the eligible portion;
• File a complaint with Dear eM or a competent authority.

31. Policy Changes

Dear eM may update this policy to reflect:

• Changes by shipping providers;
• Changes in payment methods;
• Product range and characteristics;
• Production processes for personalized products;
• Business operating conditions;
• Current legal regulations.

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

The new policy does not affect the customer's confirmed rights for previous orders, unless the new change is more favourable to the customer, the parties agree otherwise or the law requires it.

32. Contact Information

For any requests related to delivery, returns & exchanges or refunds, please contact:

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY

• Brand: Dear eM
• Business registration number: 0402340020
• 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
• Return/exchange address: Lô B38 Phạm Văn Đồng, phường An Hải, thành phố Đà Nẵng, Việt Nam

Please contact Dear eM and receive confirmation before sending products to the above address.

When contacting us, please provide your order number and the phone number or email used to place the order so Dear eM can help you quickly.