PROCEDURE FOR RECEIVING AND RESOLVING FEEDBACK, REQUESTS AND COMPLAINTS

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

Dear eM always values customer feedback and is committed to receiving, verifying and resolving feedback, requests and complaints in good faith, transparently, objectively and in accordance with the law.

The procedure below applies to issues arising when visiting the website, placing orders, paying, personalizing products, shipping, receiving orders, returns/exchanges and using Dear eM products.

Receiving entity information

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY

1. Scope

This procedure applies to:

  • Feedback on product or service quality;
  • Order-related support requests;
  • Complaints about defective, wrong or missing items;
  • Complaints about embroidery or personalization content;
  • Complaints about payments, deposits or refunds;
  • Complaints about shipping and delivery;
  • Requests to exchange, return, repair or remake a product;
  • Feedback on staff attitude or service quality;
  • Feedback relating to personal information, accounts or security;
  • Feedback on content, images or information published on Dearem.co;
  • Other issues arising from transactions between customers and Dear eM.

2. Submission channels

Customers may send feedback, requests or complaints to Dear eM through any of the following channels:

2.1. By email

Email address: contact@dearem.co

Customers should use the following email subject format:

[FEEDBACK/COMPLAINT] – [ORDER NUMBER] – [PHONE NUMBER]

2.2. By hotline

Customers can call the hotline 0982 409 149 for guidance and to have initial information recorded.

For cases requiring images, videos, records or detailed verification, Dear eM may ask customers to send additional documents by email or another official contact channel.

2.3. Via social media

Customers can send a message to:

To protect personal information, customers should not publicly post their order number, phone number, address, payment information or transaction records in the comments.

2.4. In person or by post

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY
Feedback and complaints department
Lô B38 Phạm Văn Đồng, phường An Hải, thành phố Đà Nẵng, Việt Nam
Phone: 0982 409 149

Customers should get in touch before visiting in person or sending products or documents to the address above.

Dear eM does not recommend sending original identity documents, bank cards or documents containing unnecessary confidential information.

3. Information customers need to provide

So that Dear eM has sufficient grounds to receive and handle the case, please provide information relevant to the matter, including:

  • Full name of the requester;
  • Phone number or email used to place the order;
  • Order number or tracking number;
  • Name and quantity of the products concerned;
  • Order date and delivery date, if applicable;
  • A clear description of the feedback, request or complaint;
  • When the issue was discovered;
  • Images, videos, receipts, payment records or related documents;
  • An unboxing video for missing or damaged items, if available;
  • The resolution the customer would like;
  • Other information needed to verify the case.

Customers will never be asked to provide passwords, PINs or OTP codes while feedback, requests or complaints are being resolved.

4. Deadline for submitting feedback or complaints

Customers should submit feedback or complaints as soon as possible after discovering an issue.

For wrong, missing or damaged items, or defects that can be identified upon opening the package, please contact us within 48 hours of receiving the order.

For payment-related issues, customers should contact us within 48 hours of the transaction so reconciliation can be carried out promptly.

Requests submitted after these deadlines may still be received and considered by Dear eM based on the nature of the case, supporting documents, verification feasibility and applicable law.

5. Receiving and resolution procedure

Step 1: Receiving information

Dear eM receives information through one of the official channels set out in Section 2.

After receiving it, Dear eM may send a confirmation with a reference code or details so customers can track their case.

Step 2: Completeness check

Dear eM will check:

  • Order identification details;
  • The content of the feedback or complaint;
  • Attached documents and evidence;
  • The scope of Dear eM's responsibility;
  • The applicable time limits of the relevant policy.

If the information is incomplete, Dear eM will ask the customer to provide what is missing.

Processing time may be counted from when Dear eM has received all necessary information and documents.

Step 3: Case verification

Dear eM may carry out one or more of the following:

  • Checking order information and history;
  • Comparing against the confirmed personalization content;
  • Checking production and packing status;
  • Reconciling payment transactions;
  • Working with the shipping carrier;
  • Inspecting images, videos or returned products;
  • Working with relevant staff or partners;
  • Asking the customer for additional reasonable information.

Step 4: Proposing a resolution

Based on the verification results, Dear eM will inform the customer of the proposed resolution.

Resolutions may include:

  • Explaining or providing additional information;
  • Guidance on product use or care;
  • Sending missing products or accessories;
  • Repairing or fixing defects;
  • Remaking the product;
  • Exchanging the product;
  • Full or partial refund;
  • Covering reasonable shipping costs;
  • Apologising and adjusting service procedures;
  • Another solution agreed by both parties.

Step 5: Confirmation and implementation

Once the customer and Dear eM agree on a resolution, Dear eM will carry out the repair, exchange, remake, refund or corresponding remedy.

Implementation time depends on the chosen resolution, the product's condition, production time, and the shipping carrier, bank or payment provider involved.

Step 6: Case closure

A case is considered closed when:

  • The resolution has been fully implemented;
  • The customer confirms receipt of the outcome;
  • The customer has not responded further within a reasonable time after Dear eM communicates the outcome;
  • Or the case is referred to a competent authority or organisation for resolution.

6. Response and resolution times

Dear eM aims to acknowledge receipt of feedback, requests or complaints within 02 business days of receiving the information.

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

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

Where a case is complex or depends on third-party verification results, Dear eM will inform the customer of:

  • The reason processing needs to be extended;
  • The current verification status;
  • The next expected response time;
  • Any additional information or documents required.

The above timeframes do not include delays by the customer in providing information, product shipping time, or the independent processing time of banks, payment gateways and competent authorities.

7. When products need to be sent in for inspection

If the product needs to be inspected in person, Dear eM will guide the customer on:

  • The address to send the product to;
  • How to pack it;
  • What to write on the outside of the package;
  • A suitable shipping carrier;
  • Who is responsible for shipping costs;
  • The deadline for sending the product.

Customers should not send products back without confirmation from Dear eM.

Address for receiving products after confirmation:

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY
Lô B38 Phạm Văn Đồng, phường An Hải, thành phố Đà Nẵng, Việt Nam
Phone: 0982 409 149

Label on the outside of the package:

PRODUCT FOR INSPECTION/COMPLAINT – [ORDER NUMBER]

8. Resolution costs

Dear eM does not charge any fee for receiving or reviewing customer feedback, requests and complaints.

If the issue is determined to be the responsibility of Dear eM or the shipping carrier, Dear eM will bear reasonable costs related to:

  • Retrieving the defective product;
  • Sending replacement, exchanged or remade products;
  • Implementing the approved resolution.

If the issue is not caused by Dear eM and the customer still requests an additional service, any costs incurred will be communicated in advance and the service will only proceed with the customer's consent.

9. Resolution principles

Dear eM resolves feedback and complaints according to the following principles:

  • Receiving cases in good faith and without discrimination;
  • Respecting customers' lawful rights and interests;
  • Relying on verifiable information, documents and evidence;
  • Ensuring objectivity and transparency;
  • Prioritising negotiation and agreement on an appropriate solution;
  • Keep personal information and case details confidential;
  • Not require customers to waive their legal rights;
  • Comply with published policies and applicable law.

10. Confidentiality of Complaint Information

Information provided by customers when submitting feedback or complaints will be used to:

  • Verify identity and orders;
  • Review the details of the case;
  • Contact customers and notify them of the outcome;
  • Coordinate with shipping or payment providers;
  • Carry out the resolution;
  • Keep records and comply with legal obligations;
  • Improve the quality of products and services.

Dear eM only shares information to the extent necessary with relevant staff, shipping providers, banks, payment gateways, service providers or competent authorities.

Personal data is processed in accordance with Dear eM's Privacy and Personal Data Protection Policy.

11. Cases in Which Dear eM May Refuse or Suspend Processing

Dear eM may refuse or suspend processing in the following cases:

  • The sender or the related order cannot be identified;
  • The information provided is insufficient for review even after additional details have been requested;
  • The information or documents show signs of forgery;
  • The request is a duplicate with no new facts or evidence;
  • The sender uses threatening or abusive language or behaves disruptively;
  • The request is intended to commit fraud, abuse the policy or misappropriate property;
  • The case has been accepted by a competent authority, which has asked the parties not to resolve it themselves;
  • The request falls outside Dear eM's responsibility or reasonable control.

Refusing to accept abusive behaviour does not affect the customer's right to file a legitimate complaint.

12. If the Customer Disagrees with the Outcome

If the customer disagrees with the initial resolution, they may submit a request for review, clearly stating:

  • The order number or case details;
  • The points of disagreement;
  • The reason for requesting a review;
  • New evidence or facts, if any;
  • The resolution the customer proposes.

Dear eM will forward the request to an appropriately authorized person for re-examination.

The parties will prioritize resolving disputes through negotiation and mediation in good faith.

If no agreement can be reached, the customer has the right to request that a consumer protection organization, state authority, dispute resolution body or competent court review the matter in accordance with the law.

13. Customer Responsibilities

Customers are responsible for:

  • Provide truthful, accurate and complete information;
  • Submit clear evidence without altering or misrepresenting its content;
  • Keep the product in its original condition upon discovering a defect;
  • Not use, wash, repair or alter the product while awaiting verification;
  • Cooperate in providing information within a reasonable time;
  • Pack the product carefully when asked to send it back;
  • Not publicly disclose personal data or sensitive payment information;
  • Not use the complaint process to commit fraud or cause harm to Dear eM or third parties.

14. Dear eM's Responsibilities

Dear eM is responsible for:

  • Clearly publish its channels for receiving complaints;
  • Record and respond to requests within a reasonable time;
  • Verify cases objectively and in good faith;
  • Provide progress updates when the processing time needs to be extended;
  • Propose resolutions consistent with the verification results;
  • Carry out the resolution agreed by both parties;
  • Protect customers' personal information;
  • Keep the records necessary for reconciliation and dispute resolution;
  • Cooperate with competent authorities upon lawful request.

15. Changes to the Methods of Receiving and Resolving Complaints

Dear eM may update this process to reflect:

  • Actual operating procedures;
  • Changes to products and services;
  • Changes by shipping or payment providers;
  • Information security and safety requirements;
  • Current legal regulations.

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

Cases received before the new policy takes effect will continue to be handled under the process announced at the time they were received, unless the new process is more favourable to the customer or the law provides otherwise.

16. Contact Information

For any feedback, requests or complaints, please contact:

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY

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