Shipping policy

Effective date: 20/10/2026
Last updated: 23/10/2026

This Shipping and Delivery Policy applies to orders placed on the website Dearem.co and the official sales channels of Dear eM.

Operator:

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY
Tax code: 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. Delivery Area

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

Whether we can deliver to a specific address depends on the carrier's service coverage at the time of ordering.

For island districts, remote areas, areas with delivery restrictions or areas with special shipping conditions, Dear eM will check delivery availability and notify the customer before confirming the order.

2. Delivery Methods

Customers can choose one of the following methods:

2.1. Delivery via carrier

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.

2.2. Express delivery in Da Nang

For some addresses in Da Nang, customers can request express or same-day delivery.

Express delivery depends on:

  • Product availability;
  • Production completion time;
  • The delivery address;
  • Weather;
  • The availability of the delivery provider.

Express delivery fees are calculated based on distance and the delivery provider's displayed rates at the time of booking. Dear eM will let you know the fee and only proceed with express delivery once you agree to it.

2.3. In-store pickup

Customers can pick up their order in person at Dear eM's address once it has been confirmed that 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.

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

Please contact us in advance via the hotline 0982 409 149 to confirm your pickup time.

3. Standard Shipping Fees

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

Order total Standard shipping fee
Under 455,000₫ 25,000₫
From 455,000 to 645,000₫ 35,000₫
From 645,001 to 745,000₫ 45,000₫
Over 745,000₫ 55,000₫
In-person pickup at Lô B38 Phạm Văn Đồng, Da Nang Free
Island districts, remote, mountainous or special areas Based on actual quote

The above fees apply to:

  • Standard retail orders;
  • Total chargeable weight not exceeding 2 kg;
  • Package dimensions not classified as 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.

4. 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 or remote areas;
  • The customer requests express or time-slot delivery;
  • Changing the address after the order has been handed over to the carrier;
  • Repeated redelivery requests;
  • Special services requested by the customer.

Dear eM will notify you of any surcharge before confirming delivery if the cost can be determined at the time the order is processed.

If a cost only arises after the carrier has received the order, Dear eM will contact the customer to agree on how to proceed.

5. Free or Discounted Shipping

From time to time, Dear eM may offer:

  • Free shipping;
  • Shipping discount codes;
  • Shipping subsidies;
  • Offers exclusive to a specific area;
  • Offers based on order value;
  • Offers for specific customers or programs.

Applicable conditions will be published on the website, product page, program page or at checkout.

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

6. Order Preparation Time

Order preparation time is the period from when Dear eM confirms the order and payment until the product is handed over to the carrier.

6.1. In-stock products

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

6.2. 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.

6.3. Bulk orders

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

7. Estimated Delivery Time

The times below are counted from when the carrier receives the package and do not include production time:

Delivery area Estimated delivery time
Inner-city Da Nang Same day or 1–2 business days
Other areas of Da Nang 1–3 business days
Provinces and cities in Central Vietnam 2–4 business days
Southern Vietnam 3–5 business days
Northern Vietnam 3–6 business days
Island districts and remote areas 5–10 business days or longer

The above times are estimates only and are 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;
  • Force majeure events;
  • Objective causes on the carrier's side.

8. Confirming Delivery Information

Customers are responsible for providing accurate:

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

Dear eM is not responsible for delayed delivery, failed delivery or additional costs resulting from incorrect or incomplete information provided by the customer.

If you notice that your delivery information is incorrect, please contact Dear eM immediately.

Dear eM will help update the information if the order has not yet been handed over to the carrier.

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

9. 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 link to track your order's journey;
  • Or notifications via Dear eM's official contact channels.

Shipment status is updated by the carrier's system and may sometimes lag behind the actual status.

Customers can contact Dear eM for help checking if an order has not been updated for an unusually long time.

10. Inspection on Delivery

When receiving your order, please:

  • Check the recipient's name and phone number;
  • Check the order number or tracking number;
  • Check the outer condition of the package;
  • Check for signs of dents, tears, water damage or tampering;
  • Record a continuous video while opening the package.

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;
  • Removing tags or labels;
  • Wash, clean or alter the condition of the product;
  • Repair or tamper with the product yourself.

If the package shows signs of serious damage or tampering, customers should:

  1. Take photos or a video of the package's condition;
  2. Make a written record with the delivery staff if possible;
  3. Refuse the delivery if necessary;
  4. Contact Dear eM immediately for support.

11. 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 customer requests delivery to an area the carrier cannot access;
  • The customer does not cooperate after multiple contact attempts.

Depending on the carrier's policy, the order may be redelivered one or more times.

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 exactly according to the content confirmed by the customer, refusing delivery does not entitle the customer to cancel the order or receive a refund, unless the product has a defect for which Dear eM is responsible.

12. Responsibility for Goods in Transit

Dear eM is responsible for:

  • Prepare the correct products according to the confirmed order;
  • Package products appropriately;
  • Provide recipient information and the tracking number;
  • Hand over packages to the shipping provider;
  • Cooperate in resolving delivery issues.

The carrier is responsible for:

  • Receiving and transporting the package;
  • Protecting the package during transit;
  • Delivering according to the information on the waybill;
  • Updating the delivery status;
  • Providing delivery documents or information when needed;
  • Cooperating in handling loss or damage in accordance with the carrier's regulations and its agreement with Dear eM.

Customers are responsible for:

  • Provide accurate delivery information;
  • Arrange for someone to receive the order;
  • Inspect the package upon receipt;
  • Keep photos, videos and packaging when an issue is discovered;
  • Notify Dear eM within the specified timeframe.

13. Damaged, Lost or Incorrect Items

If a product is damaged, lost, missing or delivered incorrectly during shipping, Dear eM will be the point of contact to receive and support the customer.

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;
  • Unboxing videos;
  • Details of the missing, incorrect or damaged product;
  • The delivery record, if any.

After verification, Dear eM may apply one of the following solutions:

  • Send the missing products;
  • Exchanging the product;
  • Remaking the product;
  • Full or partial refund;
  • Agree on another solution with the customer.

Dear eM will work directly with the carrier on verification and compensation. Customers do not need to deal with the carrier themselves, unless additional information or cooperation in verification is required.

14. Delayed Orders

If an order is at risk of being significantly delayed, Dear eM will endeavour to:

  • Check the order's journey;
  • Contact the carrier;
  • Update the customer on the status;
  • Propose an appropriate solution.

For orders that have not been delivered and are delayed beyond a reasonable time, customers can discuss with Dear eM whether to keep waiting, change the delivery method or cancel the order if eligible.

Completed personalized products are not automatically eligible for cancellation solely because of a short delay by the carrier. Dear eM will consider the extent of the delay and the customer's legitimate rights on a case-by-case basis.

15. Bulk and Corporate Orders

For bulk orders, wholesale orders, corporate gifts or orders with multiple delivery addresses, shipping fees and delivery times are determined by:

  • Product quantity;
  • Total weight and dimensions;
  • Number of packages;
  • Number of delivery addresses;
  • Delivery area;
  • Required timeline;
  • The carrier's quotation;
  • The agreement between Dear eM and the customer.

A separate shipping quotation will be confirmed before the order is fulfilled.

16. Cases Where Dear eM May Refuse Delivery

Dear eM reserves the right to refuse or suspend delivery when:

  • The address is outside the service area;
  • Recipient information is incomplete or cannot be verified;
  • The customer has not completed payment;
  • The order shows signs of fraud;
  • The personalization content violates the law or the rights of third parties;
  • The delivery may endanger delivery staff;
  • It is requested by a state authority;
  • A force majeure event occurs.

If Dear eM cannot fulfil a paid order, Dear eM will notify the customer and refund the appropriate amount.

17. Shipping Support Contact

For any requests regarding shipping and delivery, please contact:

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY

Please provide your order number or tracking number so Dear eM can check and assist you quickly.

18. Policy Changes

Dear eM may amend the shipping policy to reflect:

  • Changes by shipping providers;
  • Market conditions;
  • Changes in administrative boundaries or delivery coverage;
  • Business operations;
  • Current legal regulations.

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

The fee confirmed for an order will not change, unless the customer requests a change of address or delivery method, or other information arises that changes the shipping cost.