PAYMENT POLICY

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

This Payment Policy applies to orders placed on the website 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
Hotline: 0982 409 149
Email: contact@dearem.co

1. Payment principles

Customers are responsible for fully reviewing their order details before making payment, including:

Product name and quantity;
Product colour, size and version;
Embroidery content or personalization requests;
Unit price and total order value;
Discount codes or promotions, if any;
Shipping fees;
Recipient information;
Payment method.

Orders are processed only after Dear eM confirms receipt of all required information and the payment or deposit as specified.

All payment amounts on Dearem.co are denominated in Vietnamese dong – VND, unless otherwise stated.

2. Payment methods

Depending on the time, product, delivery area and order value, customers may choose one of the payment methods displayed at checkout.

2.1. Online payment

Customers may pay online through the methods integrated on the website, including:

Domestic bank cards;
International credit or debit cards;
Bank QR codes;
E-wallets;
Online payment gateways;
Other electronic payment methods supported by Dear eM from time to time.

Online payment transactions may be processed by banks, e-wallets, payment gateways or intermediary service providers.

Dear eM does not directly store customers' full payment card information when transactions are carried out through the systems of independent payment service providers.

The payment methods actually available are those displayed on the Dearem.co checkout page at the time the customer places the order.

2.2. Bank transfer

Customers may pay by bank transfer to the official account provided by Dear eM.

Transfer details:

Account holder: CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY
Bank: TECHCOMBANK
Account number: 15056888
Transfer reference: Order number + Phone number

Example: DE1234 0982409149

Please enter the correct transfer reference so Dear eM can confirm the transaction quickly.

After transferring, customers should keep the receipt or a screenshot of the transaction for reference if needed.

An order is considered paid once the funds have been successfully credited to Dear eM's official bank account.

Dear eM is not responsible for transfers made by customers to accounts that have not been published or confirmed through Dear eM's official channels.

2.3. Cash on delivery – COD

Cash on delivery may be available for certain eligible products, areas or orders.

Customers pay the delivery staff the amount stated on the waybill at the time of receipt.

Depending on the order, Dear eM may require customers to prepay:

Shipping fees;
The embroidery or personalization cost;
Part of the order value;
The full order value.

COD may not be available for:

Name-embroidered or personalized products;
Products made to order;
Bulk orders;
Corporate orders;
High-value orders;
Areas where the carrier does not support COD;
Customers who have previously refused delivery without a valid reason;
Orders showing signs of fraud or containing information that cannot be verified.

The appearance of COD at checkout does not automatically mean every order is approved for COD. Dear eM may contact the customer for verification before confirming the order.

2.4. Payment in person at Dear eM

Customers picking up their orders in person at Dear eM's address may pay by:

Cash;
Bank transfer;
QR code;
Other methods confirmed by Dear eM.

Pickup address:
Lô B38 Phạm Văn Đồng, phường An Hải, thành phố Đà Nẵng, Việt Nam.

Please contact the hotline 0982 409 149 before coming to confirm your order status and pickup time.

3. Payment for personalized products

Personalized products include products made specifically at the customer's request, such as:

Name embroidery;
Letter embroidery;
Date or message embroidery;
Font selection;
Thread colour selection;
Icon selection;
Custom design or adjustments;
Other made-to-order requests.

For personalized products, Dear eM may require customers to prepay 100% of the order value before production begins.

For certain programmes or cases approved by Dear eM, customers may pay a partial deposit. The deposit rate and the deadline for paying the balance will be clearly stated in the order confirmation.

Dear eM only begins making personalized products after:

The customer confirms the content to be produced;
Dear eM confirms it can produce the item;
The payment or deposit has been successfully received.

Customers are responsible for carefully checking spelling, names, content, thread colour, font, icon and all personalization options before confirming.

Once a product has entered production, the payment or deposit may be non-refundable if the customer changes their mind or provides incorrect personalization information.

This provision does not apply if Dear eM produces the item incorrectly compared with the content confirmed by both parties.

4. Payment for bulk orders

For bulk orders, corporate orders, gift orders or custom-design orders, payment terms will be set out in the quotation or order confirmation.

The payment schedule may include:

A deposit upon order confirmation;
A partial payment upon sample approval;
Payment before mass production;
Payment of the balance before delivery;
Other terms agreed in writing by both parties.

The deposit amount, payment deadlines and conditions for refunding or retaining the deposit will be clearly stated in the quotation, contract, email or confirmation message.

5. Payment confirmation

Once a transaction has been successfully recorded, customers may receive a notification via:

Website;
Email;
Text message;
Payment gateway;
Bank;
Dear eM's official contact channels.

A successful payment notification from a bank or payment gateway does not replace Dear eM's order confirmation.

An order is considered officially accepted when the customer receives a confirmation notice from Dear eM.

For bank transfers, the time taken to record the payment may depend on:

The sending bank;
The receiving bank;
The time of the transaction;
Weekends, public holidays or Tet;
The transfer reference;
The status of the banking system.

6. Failed payment transactions

A transaction may fail due to:

Incorrect payment information;
Insufficient account or card balance;
The card not being activated for payments;
The bank declining the transaction;
An incorrect or expired verification code;
Network connection interruptions;
Payment gateway issues;
The transaction exceeding the limit;
Other reasons on the part of the bank or payment provider.

If a transaction fails, customers may:

Retry the transaction;
Choose another payment method;
Contact their bank or payment service provider;
Contact Dear eM to check the order status.

Customers should not make repeated payments until the status of the previous transaction has been clearly determined.

7. Charged but unconfirmed transactions

If your account has been charged but the order does not show a successful payment, please contact Dear eM and provide:

Full name;
Phone number used for the order;
Order number;
Transaction time;
Transaction amount;
Payment method;
Transaction ID;
Screenshot or proof of payment.

Dear eM will work with the bank or payment provider to investigate.

Verification time depends on the procedures of the bank, payment gateway or intermediary involved.

During verification, customers should not pay again for the same order unless instructed by Dear eM.

8. Duplicate payments or overpayments

If a customer makes a duplicate payment or pays more than the order value, Dear eM will verify the transaction and take one of the following actions:

Refund the overpaid amount;
Apply it to another order with the customer's consent;
Adjust the order as agreed;
Apply another solution confirmed by both parties.

Customers must provide full transaction records for Dear eM to verify.

Refunds will be made in accordance with Section 11 of this policy.

9. Changing the payment method

Customers may request to change the payment method if:

The previous transaction has not been completed;
The order has not yet entered production;
The order has not yet been handed over to the carrier;
The new method is supported by Dear eM.

Once a payment has been completed successfully, changing the payment method may not be possible.

Please contact Dear eM to check before retrying the transaction.

10. Cancelling an order after payment

Cancelling an order after payment is governed by the Terms of Service, the Returns & Exchanges Policy and the specific conditions of each product.

For in-stock products that have not yet been processed, Dear eM will consider supporting cancellation and a refund.

For personalized products that have already entered production, Dear eM may:

Decline the cancellation request;
Deduct costs already incurred;
Not refund the deposit;
Agree on another solution with the customer.

If Dear eM is unable to supply the product or proactively cancels a paid order, Dear eM will refund the corresponding amount to the customer.

11. Refunds

Refunds may be made in the following cases:

Dear eM cancels a paid order;
The product is out of stock or cannot be produced;
The customer makes a duplicate payment or overpays;
The product is eligible for return;
The transaction is found to contain an error;
Other cases approved by Dear eM or required by law.

Refund methods may include:

Refund to the original payment method;
Bank transfer;
Another method agreed between Dear eM and the customer.

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.

Dear eM never asks customers for passwords, PINs or OTP codes in order to receive a refund.

12. Transaction fees

Dear eM does not charge any payment fees beyond those displayed or communicated before the customer confirms the order.

Banks, card issuers, e-wallets or payment gateways may apply their own fees under their respective policies.

Transfer fees or service fees charged by the customer's bank are borne by the customer, unless Dear eM states otherwise.

If Dear eM issues a refund due to its own error, the customer will be refunded the eligible amount as confirmed in the resolution. Non-refundable fees charged by intermediaries will be handled in accordance with the payment provider's rules and applicable law.

13. Payment security

To minimise risk, customers should:

Pay only via Dearem.co or Dear eM's official channels;
Check the account holder's name before transferring money;
Never share passwords, PINs or OTP codes with anyone;
Not open payment links of unknown origin;
Not transfer money to accounts not confirmed by Dear eM;
Keep receipts and transaction notifications;
Contact their bank immediately upon noticing any unusual transaction.

Dear eM never asks customers to provide OTP codes, bank passwords or full security information by phone, email, social media or message.

If you notice signs of someone impersonating Dear eM, please contact the hotline 0982 409 149 or email contact@dearem.co to verify.

14. E-invoices and payment records

Dear eM provides invoices and records in accordance with applicable regulations.

Customers who need an invoice should provide complete information, including:

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

Customers are responsible for ensuring their invoicing information is accurate.

Invoice requests should be submitted at the time of ordering or within the period notified by Dear eM. Adjustments to an invoice after issuance are made in accordance with applicable regulations and what is feasible at the time of the request.

Customers should keep:

The order confirmation email;
Bank transfer receipts;
Transaction ID;
Invoices;
Confirmation messages;
Related records.

15. Payment-related complaints

If you discover an incorrect transaction, a duplicate transaction, an unrecorded payment or any other issue, please contact Dear eM within 48 hours of the transaction so verification can be carried out promptly.

Customers should provide:

Order number;
Full name and phone number used for the order;
Payment amount;
Payment time;
Payment method;
Transaction ID;
Related records or screenshots;
Details of the support needed.

Requests submitted after 48 hours will still be considered based on the records, reconciliation feasibility and applicable regulations.

Dear eM will work with the customer, the bank and the payment service provider to verify the matter and propose an appropriate resolution.

16. Fraud prevention

Dear eM reserves the right to verify, put on hold or decline a transaction when there are signs of:

Unauthorised use of a payment method;
A mismatch between the payer's and the orderer's information;
Payments from multiple unusual accounts;
Abuse of discount codes or promotions;
Transactions of unusual value or frequency;
Refund requests showing signs of fraud;
Violations of the law or of third-party rights.

During verification, Dear eM may ask customers to provide additional reasonable information related to the transaction.

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

17. Customer responsibilities

Customers are responsible for:

Providing accurate order and payment information;
Checking the total order value before paying;
Using lawful payment methods;
Keeping their account and device information secure;
Keeping transaction records;
Promptly reporting any errors they discover;
Cooperating by providing information for verification;
Paying in full according to the confirmed terms.

Customers are responsible for errors arising from an incorrect transfer reference, transfers to the wrong account or inaccurate information, unless the error is attributable to Dear eM or the relevant service provider.

18. Dear eM's responsibilities

Dear eM is responsible for:

Clearly publishing the supported payment methods;
Fully disclosing the total order value before the customer pays;
Confirming the transaction once the payment has been received;
Protecting customer information within the scope of its responsibility;
Cooperating to investigate failed or unusual transactions;
Issuing refunds when customers are eligible;
Providing invoices and records as required;
Receiving and handling complaints in good faith.

19. Policy changes

Dear eM may update this Payment Policy to reflect:

New payment methods;
Changes from banks or payment gateways;
Business operating conditions;
Safety and security requirements;
Applicable laws and regulations.

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

Changes do not affect the payment method or total payment value of orders already confirmed by Dear eM, except where:

The customer requests changes to the order;
Both parties agree otherwise;
A competent authority issues a mandatory requirement.

20. Contact information

For any questions, reconciliation requests or complaints relating to payment, please contact: