Refund policy

Dear eM values every single order and wants to deliver carefully finished products that match the personalization you confirmed.

If a product is defective or does not match your order details, please refer to the return and exchange policy below so we can help you quickly.

1. Scope

This policy applies to products ordered directly through:

  • Website: Dearem.co

  • Dear eM's official sales channels

  • Other cases confirmed by Dear eM in writing or by message

Each order is eligible for an exchange or return at most once.

2. 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 is delivered with missing items, Dear eM will send the missing items as set out in Section 13 Shipping & Returns Policy & refunds. For conditions and post-use warranty details, see Warranty Policy.

Depending on the actual condition and remaining stock, Dear eM will offer:

  • Exchange for the correct product as ordered;

  • Repairing or fixing defects;

  • Remaking the product;

  • A full or partial refund of the defective product's value.

3. Rules for Personalized Products

Products embroidered with names, text or icons, or made individually to a customer's request, are personalized products.

Because they are made to order, Dear eM does not accept exchanges or returns in the following cases:

  • The customer changes their mind or preferences, or no longer needs the product.

  • The customer selected the wrong design, colour, size, font, thread colour or icon.

  • The customer provided incorrect embroidery content, including spelling mistakes, names, letters, dates or messages.

  • The customer requests to cancel or change the order after the deadline set out in Section 14 Terms of Service (02 hours from placing the order; 01 hour for orders delivered within Da Nang city; cancellations/changes do not apply to in-store pickup orders).

  • The product has minor differences in the position, size or lines of the embroidery due to its handmade nature, without affecting its function or overall design.

Before production, customers are responsible for carefully checking all personalization details shown in the order confirmation.

If Dear eM makes a product that does not match the confirmed details, the customer will still be supported under the policy in Section 2.

4. Deadline to Report Returns/Exchanges

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

The time of receipt is determined by the carrier's successful delivery 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.

5. Inspecting Products on Delivery

When receiving your order, please:

  • Check the outer condition of the package.

  • Check the recipient's name, order number and number of packages.

  • Mandatory: record a continuous, clear unboxing video, starting while the package is still sealed with its original tape, clearly showing the condition of the packaging and the product inside.

  • Do not accept the package if it shows signs of having been opened, is badly dented, wet, or has incorrect recipient information.

If the package is found to be seriously damaged at the time of delivery, the customer may refuse it and contact Dear eM immediately for support.

The unboxing video, product photos and shipping packaging are key evidence for Dear eM to work with the carrier and verify the product's condition.

6. Conditions for Returned/Exchanged Products

Products sent back must meet all of the following conditions:

  • The product matches what the customer registered for return/exchange.

  • The product remains in the same condition as when the defect was discovered.

  • The product has not been used, washed, cleaned, repaired or otherwise altered.

  • All tags, labels, packaging and included accessories are intact.

  • Any gifts or promotional items included are returned in full, if the return applies to the entire order.

  • The product is carefully packed to avoid further damage during shipping back to Dear eM.

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

7. Return/Exchange Request Process

Step 1: Submit a request

Within 48 hours of receiving the order, please contact Dear eM and provide:

  • Full name;

  • Phone number used for the order;

  • Order number;

  • The name of the product to be exchanged or returned;

  • A description of the issue;

  • Photos or videos clearly showing the product's condition;

  • Unboxing video (required), recorded continuously from when the package still had Dear eM's sealing tape intact;

  • Your preferred solution: exchange, repair, remake or refund.

Step 2: Request confirmation

Dear eM will review the information and reply 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 the address provided by our customer care team.

The package must be clearly labelled:

Return/Exchange for order: [Order number]

The product must be sent within 7 days from the date Dear eM confirms the request. After this period, the return/exchange request may no longer be valid.

Step 4: Product inspection

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

Step 5: Exchange or refund

Once the product is confirmed as eligible:

  • The exchanged or remade product will be sent to the customer within the notified timeframe.

  • Refunds will be processed as set out in Section 9.

8. Return/Exchange Costs

Where the fault lies with Dear eM or the carrier

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

Where the exchange is not due to a fault by Dear eM

For non-personalized products that Dear eM agrees to exchange, the customer pays:

  • Shipping to send the product back to Dear eM;

  • Shipping for the new product;

  • Any price difference between products.

Dear eM does not refund the original shipping fee, except where the fault lies with Dear eM or the carrier.

9. Refund Methods and Timeframes

Depending on the case, Dear eM may issue refunds by one of the following methods:

  • Bank transfer;

  • Refund to the original payment method, if supported by the system;

  • A store credit code or balance for your next order, with the customer's consent.

Refunds are expected to be processed within 05 to 15 business days from the date Dear eM confirms the product is eligible for return.

The time it takes for funds to appear in your account may depend on your bank, payment gateway or intermediary.

For orders where only some items are defective, Dear eM will exchange the defective items or refund their corresponding value.

Orders cancelled by the customer within the permitted time are refunded 80% of the total amount paid (including shipping), as set out in Section 14 Terms of Service. The cancellation fee does not apply when Dear eM cancels the order or when the fault lies with Dear eM.

10. Cases Not Eligible for Support

Dear eM reserves the right to refuse returns/exchanges in the following cases:

  • The request is submitted after the specified deadline.

  • The personalized product matches the information confirmed by the customer.

  • The customer provided incorrect or incomplete personalization details.

  • The product has been used, washed, cleaned, repaired or otherwise altered.

  • The product was damaged due to improper storage or use contrary to the instructions.

  • The product is stained, has odours, or has cosmetics, chemicals or liquids on it after delivery.

  • The returned product is missing packaging, accessories or included gifts.

  • The product is part of a clearance sale or was stated as non-returnable at the time of purchase.

  • The customer sent the product back without confirmation from Dear eM.

  • There is insufficient information or evidence to verify the defect.

  • Minor flaws or differences arising from the handmade nature of the product that do not affect its usability.

  • There is no unboxing video proving the defect existed upon delivery.

  • The product was torn/damaged by a knife, scissors or sharp object when opening the package.

11. Dear eM's Obligations

Dear eM is responsible for:

  • Provide products that match the confirmed order details.

  • Ensure the quantity, design and personalization details as agreed.

  • Receive and handle return/exchange requests transparently and in good faith.

  • Clearly inform the customer of the inspection result and proposed resolution.

  • Keep confidential all personal information provided by the customer during processing.

12. Customer's Obligations

Customers are responsible for:

  • Provide accurate order, delivery and personalization details.

  • Check all details carefully before confirming the order.

  • Check the condition of the package and product immediately upon receipt.

  • Notify Dear eM within the specified deadline upon discovering an issue.

  • Provide all necessary photos, videos and information.

  • Pack the product carefully when sending it back.

  • Cooperate with Dear eM and the carrier during verification and processing.

13. Contact Information

For any request regarding product returns/exchanges, please contact Dear eM via the following:

Please contact us and receive confirmation from Dear eM before sending products to the above address. Dear eM is not responsible for products returned without prior confirmation of receipt.

Dear eM may amend this policy from time to time to suit business operations and applicable laws. Amendments will be published on the website and apply to orders placed after the update date.

Effective date: 01/06/2026
Last updated: 22/10/2026