Terms of service

Effective date: 06/08/2026
Last updated: 22/10/2026

Welcome to Dearem.co, the official website of the brand Dear eM.

The website and related services are operated by:

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY
Tax code: 0402340020
Legal representative: Nguyễn Trần Hạ Uyên – Director
Address: Lô B38 Phạm Văn Đồng, phường An Hải, thành phố Đà Nẵng, Việt Nam
Hotline: 0982 409 149
Email: contact@dearem.co

In these Terms of Service, "Dear eM”, “we” or “our" means Công ty TNHH Thương mại và Dịch vụ Dearmily. "Customer”, “you” or “user" means any individual or organization that accesses the website, places an order or uses the services provided by Dear eM.

By accessing Dearem.co, creating an account, placing an order or using any feature on the website, you confirm that you have read, understood and agree to comply with these Terms of Service.

1. Scope

These Terms of Service apply to:

  • Accessing and using the Dearem.co website;

  • Viewing, selecting and ordering products;

  • Ordering name-embroidered or personalized products;

  • Payment, delivery, returns/exchanges and customer care;

  • Content, programs and services provided by Dear eM via the website or official channels.

Some services or programs may have their own specific conditions. In that case, the specific conditions will be published on the product page, the program page or at the time of the transaction.

In case of any discrepancy, the specific conditions confirmed by the customer when ordering will take precedence for that transaction, provided they do not contravene the law.

2. Conditions of Use

Customers must have full civil legal capacity to enter into transactions on their own in accordance with the law.

Minors or persons with limited capacity to transact may only use the services with the consent and supervision of a parent, guardian or legal representative.

When using the website, customers agree to:

  • Provide accurate, complete and up-to-date information;

  • Use the website for lawful purposes;

  • Not impersonate anyone or use another person's information without authorization;

  • Not engage in any conduct that affects the safety, security or normal operation of the website;

  • Take responsibility for transactions made using their contact details or account.

3. Customer Accounts

Some features on the website may require customers to create an account.

Customers are responsible for:

  • Keep their username, password and verification codes secure;

  • Not share account access with unauthorized persons;

  • Notify Dear eM immediately upon discovering unauthorized access to or use of their account;

  • Update account information when it changes.

Dear eM reserves the right to suspend or terminate an account if it detects fraud, impersonation, infringement of others' rights or violations of these Terms of Service.

Suspending an account does not affect rights and obligations arising from previously confirmed orders, unless the order shows signs of fraud or violation of the law.

4. Product Information

Dear eM strives to provide accurate and easy-to-understand product information, including:

  • Product name and images;

  • Material, colour and size;

  • Uses and care instructions;

  • Name embroidery or personalization options;

  • Prices and promotions;

  • Estimated delivery information;

  • Notes that apply to specific products.

Product images are used to help customers visualize the product. Actual colours may vary slightly due to lighting, camera equipment or the user's screen settings.

For products embroidered or finished by hand, there may be minor differences in position, size or lines. Minor differences that do not affect function, durability or the overall design are not considered product defects.

This provision does not exclude the customer's right to request support when the product differs significantly from the confirmed order details.

5. Personalized Products

Personalized products include products made individually according to the customer's choices, such as:

  • Name embroidery;

  • Letter embroidery;

  • Date or message embroidery;

  • Font selection;

  • Thread colour selection;

  • Choice of symbols or icons;

  • Other custom design requests approved by Dear eM.

Customers are responsible for carefully checking the personalization content before confirming the order, including spelling, capitalization, punctuation, font, thread colour, icons and related options.

Dear eM will make the product based on the final information confirmed by the customer.

Once the order has entered production, customers may not be able to change or cancel the personalization content. Dear eM will try to help if production has not yet started, but cannot guarantee that every change request can be accommodated.

Dear eM reserves the right to refuse personalization content that:

  • Violates the law or public morals and customs;

  • Is offensive, threatening or discriminatory;

  • Infringes trademarks, copyrights, image rights or other legal rights of third parties;

  • Does not fit the technical or size limits of the product;

  • May cause confusion that the product is sponsored or endorsed by another party.

In case of refusal, Dear eM will contact the customer to adjust the content or refund the portion of the service that cannot be provided.

6. Rights to Use Customer-Provided Content

Customers warrant that they have the right to use the names, images, symbols, wording or content sent to Dear eM for making the product.

Customers grant Dear eM a limited right to use this content in order to:

  • Process orders;

  • Design and produce products;

  • Check quality;

  • Delivering orders;

  • Provide after-sales support;

  • Resolve complaints or disputes.

Dear eM does not use images of products bearing customers' personalization for advertising without consent, unless identifying information has been appropriately removed or blurred.

7. Ordering and Formation of Transactions

Customers place orders following the process displayed on the website.

Before submitting an order, customers are responsible for checking:

  • Products and quantities;

  • Colour and size;

  • Personalization content;

  • Recipient information;

  • Delivery address and phone number;

  • Payment method;

  • Shipping costs;

  • Total order value.

The website recording an order or sending an automatic notification only confirms that Dear eM has received the order request; it does not automatically mean the order has been accepted.

A transaction is deemed formed when Dear eM sends an order confirmation via the website, email, message or the contact channel provided by the customer.

In some cases, Dear eM may contact the customer to verify information before confirming the order or putting a personalized order into production.

8. Right to Refuse or Cancel Orders

Dear eM reserves the right to refuse or cancel an order in the following cases:

  • The product is out of stock or cannot be produced;

  • Order information is incomplete or cannot be verified;

  • Product prices or promotion information are displayed incorrectly due to a technical error;

  • Payment is unsuccessful;

  • There are signs of fraud or unauthorized use of a payment method;

  • The personalization content violates these Terms;

  • The address is outside the delivery area;

  • Fulfilling the order could violate the law;

  • A force majeure event occurs that prevents Dear eM from fulfilling the order.

If Dear eM cancels an order after receiving payment, the corresponding amount will be refunded by an appropriate method within the timeframe notified to the customer.

Dear eM will not arbitrarily cancel a confirmed order without a legitimate reason.

9. Prices, Taxes and Promotions

Product prices are listed in Vietnamese dong and apply at the time the customer submits the order, except in the case of an obvious display error.

Shipping fees, surcharges or other charges, if any, will be displayed or notified before the customer confirms the transaction.

Dear eM may change product prices in the future without prior notice. Price changes do not affect confirmed orders, unless otherwise agreed by both parties.

Promotions, discount codes or gifts:

  • Are valid only during the announced period;

  • May be limited by product, customer or quantity;

  • Cannot be exchanged for cash, unless otherwise announced;

  • Cannot be combined unless the program allows it;

  • May be revoked if fraud or abuse is detected.

In the event of a price display error or an unreasonable discount, Dear eM will notify the customer to reconfirm the transaction or cancel the order and refund the amount paid.

10. Payment

Customers may use the payment methods displayed at the time of ordering.

Customers agree to:

  • Have the right to use the selected payment method;

  • Provide accurate payment information;

  • Pay in full and on time;

  • Not make fraudulent or unauthorized transactions.

Some transactions may be processed by banks, payment gateways or intermediary service providers. Customers may also be subject to the terms of these providers.

Dear eM does not directly store full payment card details if the transaction is processed through an independent payment provider.

Orders may not be put into production or shipped until the required payment has been confirmed.

11. Invoices and Documents

Customers who need an invoice should provide complete and accurate invoicing information within the timeframe notified by Dear eM.

Information may include:

  • Individual or organisation name;

  • Tax identification number;

  • Address;

  • Email for receiving the invoice;

  • Other information as required by law.

Customers are responsible for the accuracy of the invoicing information provided. Invoice adjustments are made in accordance with the law and our processing capacity at the time of the request.

12. Delivery

Dear eM delivers to the address provided by the customer and within the coverage area announced at the time of ordering.

Displayed or notified delivery times are estimates. Actual times may vary due to:

  • Production time for personalized products;

  • Recipient's address;

  • Shipping carriers;

  • Weather;

  • Public holidays and Tết;

  • Force majeure events;

  • Other factors beyond Dear eM's reasonable control.

Customers are responsible for:

  • Provide an accurate address and phone number;

  • Ensure someone is available to receive the order;

  • Cooperate with the carrier;

  • Check the condition of the package upon receipt;

  • Promptly report any wrong, missing or damaged items.

Costs arising from the customer providing an incorrect address, refusing delivery without a valid reason or being unreachable multiple times may be borne by the customer.

13. Inspection, Returns/Exchanges and Refunds

The right to inspect goods, return/exchange conditions, notification deadlines, shipping costs and refund methods are governed by the Returns & Exchanges Policy published on Dearem.co.

For personalized products made exactly according to the content confirmed by the customer, Dear eM does not accept exchanges or returns simply because the customer:

  • Changed their mind or preferences;

  • Entered the wrong name or embroidery content;

  • Selected the wrong font, thread colour, icon, colour or size;

  • No longer needs the product;

  • Requested changes after the product entered production.

Dear eM remains responsible for providing support if:

  • The product has a defect caused by Dear eM;

  • The personalization content does not match the order confirmation;

  • The wrong product, colour, size or quantity was delivered;

  • The product was damaged during delivery;

  • The law provides otherwise to protect customers' rights.

These Terms are not intended to limit or exclude any consumer rights that cannot be excluded by law.

14. Cancelling or Changing Orders

Customers may cancel or change an order (product, colour, personalization content, delivery details) within the following timeframe, 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 to cover order processing, stock holding and payment costs.

Changes made within the timeframe are free of charge. If a change results in a price difference, the customer pays the additional amount or is refunded the difference.

Requests must be sent via the hotline 0982 409 149 or Dear eM's official channels. The time of the request is based on when Dear eM receives the message or call. A cancellation or change is only complete once the customer receives confirmation from Dear eM; sending a request message does not mean the order has been automatically cancelled or changed.

After the above timeframe, the order is considered to have entered production and Dear eM will not accept cancellation or change requests.

Refunds are processed as set out in Section 9 Returns & Exchanges Policy. The cancellation fee does not apply when Dear eM cancels the order or when the fault lies with Dear eM.

15. Use and Care Instructions

Customers are responsible for reading and following the use, cleaning and care instructions provided with the product or published on the website.

Dear eM may disclaim liability for damage caused by:

  • Using the product for purposes other than intended;

  • Washing, drying or cleaning contrary to the instructions;

  • Exposure to unsuitable chemicals, temperatures or humidity;

  • Unauthorized repairs or modifications to the product;

  • Natural wear and tear during use;

  • Impact, stretching or external force after the customer receives the order.

This provision does not apply to inherent defects in the product at the time of delivery.

16. Prohibited Conduct

Customers must not use the website to:

  • Violate the law;

  • Commit fraud in ordering, payment or the use of promotions;

  • Impersonate Dear eM or any other individual or organization;

  • Infringe intellectual property rights, privacy rights or image rights;

  • Distribute malware, viruses or harmful programs;

  • Gain unauthorized access to systems, accounts or data;

  • Collect data automatically without permission;

  • Interfere with, sabotage or disrupt the operation of the website;

  • Post false, threatening, offensive or discriminatory content;

  • Use the website for unfair competition;

  • Resell products for unauthorized commercial purposes or in a way that causes confusion about their origin.

Dear eM reserves the right to apply technical measures, restrict access, cancel transactions or notify the competent authorities upon detecting violations.

17. Intellectual Property Rights

Unless otherwise stated, the content on Dearem.co is owned by or lawfully licensed to Dear eM, including:

  • Brand name and logo;

  • Photos of the product;

  • Article content;

  • Design, layout and interface;

  • Videos, graphics and illustrations;

  • Exclusive embroidery patterns and designs;

  • Databases and guidance materials.

Customers may access and use the website for personal, non-commercial purposes.

Without Dear eM's written consent, customers may not:

  • Copy or republish content;

  • Use images for commercial purposes;

  • Modify or create derivative works;

  • Remove ownership notices;

  • Use trademarks in a way that creates confusion about a relationship with Dear eM;

  • Scrape data or website content by automated means.

18. Reviews and Customer-Posted Content

When posting reviews, images or feedback on the website or Dear eM's official channels, customers agree that the content:

  • Reflects a genuine experience;

  • Does not contain false information;

  • Does not infringe the rights of others;

  • Does not contain third parties' personal data without permission;

  • Does not contain advertising, malware or spam;

  • Does not violate the law or public decency.

Customers allow Dear eM to display, reproduce and reshare review content to introduce products, improve services or respond to customers, provided that the poster's privacy and legal rights are respected.

Dear eM reserves the right to hide or remove violating content, but will not edit reviews in a way that misrepresents the customer's genuine opinion.

19. Personal Data Protection

Dear eM may collect and process necessary information in order to:

  • Receive and fulfil orders;

  • Deliver orders and process payments;

  • Verify transactions;

  • Provide customer care;

  • Resolve returns/exchanges, complaints or disputes;

  • Ensure system security;

  • Fulfil accounting, tax and legal obligations;

  • Send marketing information with the customer's consent.

The collection, use, storage and protection of personal information is carried out in accordance with the Privacy Policy of Dear eM and applicable laws.

Customers should not send unnecessary sensitive information via public comments, social media messages or channels not designed to receive such data.

20. Third-Party Services

Dear eM may use third-party services to operate the website, process payments, deliver orders, send notifications or analyze performance.

The use of certain features may be subject to additional terms and privacy policies of the respective service providers.

Dear eM selects and works with service providers within a reasonable scope, but cannot fully control their independent systems.

If an incident occurs, Dear eM will work with the customer and the relevant provider to verify, remedy and protect the customer's legitimate rights.

21. Links to Other Websites

The website may contain links to social networks or websites operated by third parties.

Dear eM does not control all content, policies or activities of these websites. Customers should read the third party's terms and privacy policy before using them.

The presence of a link does not imply that Dear eM endorses or is responsible for any content, products or services of the third party.

22. Website Availability

Dear eM strives to keep the website running stably and securely. However, the website may be temporarily interrupted to:

  • Perform maintenance or upgrades;

  • Fix issues;

  • Ensure system security;

  • Comply with requests from competent authorities;

  • Handle events beyond reasonable control.

Dear eM does not guarantee that the website will always operate continuously or be completely error-free, but will take reasonable measures to minimize interruptions and restore service.

23. Limitation of Liability

To the extent permitted by law, Dear eM is not liable for damages arising directly from:

  • Incorrect information provided by the customer;

  • The customer using or storing the product contrary to the instructions;

  • Account misuse resulting from the customer failing to keep their information secure;

  • Issues with the customer's network provider, devices or systems;

  • Acts of third parties beyond Dear eM's reasonable control;

  • Force majeure events.

Dear eM does not exclude liability for:

  • Intentional violations;

  • Product defects for which Dear eM is responsible;

  • Obligations to protect consumer rights;

  • Obligations to protect personal information;

  • Other liabilities that the law does not permit to be excluded or limited.

24. Force Majeure

Force majeure events are events that occur objectively, cannot reasonably be foreseen and cannot be remedied despite all necessary measures having been taken, such as:

  • Natural disasters, epidemics or fires;

  • War, riots or widespread strikes;

  • Traffic incidents or serious supply chain disruptions;

  • Widespread power outages, network outages or system failures;

  • Decisions, bans or requests of state authorities;

  • Other events that qualify as force majeure under the law.

The affected party will notify the other party within a reasonable time and take necessary measures to minimize damage.

25. Receiving and Resolving Complaints

If there is an issue with a product or service, please provide:

  • Full name;

  • The phone number or email used to place the order;

  • Order number;

  • A description of what you need help with;

  • Related photos, videos or documents;

  • Your preferred resolution.

Dear eM will receive, verify and respond within a reasonable time depending on the nature of the matter.

The parties will give priority to resolving complaints through discussion and negotiation in good faith.

Unsuccessful negotiation does not deprive the customer of the right to request resolution by a consumer protection agency, a competent state authority or a Court in accordance with the law.

26. Suspension or Termination of Services

Dear eM may suspend or terminate a customer's right to use the website if:

  • The customer seriously violates the Terms of Service;

  • There is fraud or system intrusion;

  • Continuing to provide the service may cause harm to Dear eM or third parties;

  • It is requested by a competent authority;

  • The website or service ceases operation.

Before termination, Dear eM will give notice where practical circumstances and the law permit.

Termination does not affect payment obligations, order fulfilment or liabilities arising before the time of termination.

27. Amendments to the Terms of Service

Dear eM may update the Terms of Service in order to:

  • Comply with changes in the law;

  • Reflect changes in business operations;

  • Add new products or features;

  • Strengthen safety and security;

  • Clarify the rights and obligations of the parties.

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

Changes will not apply retroactively to confirmed orders, except where:

  • Required by law;

  • The change is more favourable to the customer;

  • The customer agrees to the change.

Continued use of the website after the new terms take effect constitutes the customer's acceptance of the updated version for transactions arising after that time.

28. Severability

If any provision is determined by a competent authority to be invalid or unenforceable, that provision will be amended or removed to the extent necessary.

The remaining parts of the Terms of Service will remain in effect.

Dear eM's failure to exercise a right at any time shall not be construed as a waiver of that right in the future.

29. Governing Law and Dispute Resolution

These Terms of Service and transactions arising on Dearem.co are governed by the laws of Vietnam.

The parties will first seek to resolve any dispute through negotiation and mediation.

If a dispute cannot be resolved through negotiation, it may be brought before a competent state authority or Court in accordance with Vietnamese law.

This provision does not limit the consumer's right to choose a method of dispute resolution as provided by law.

30. Language

These Terms of Service are written in Vietnamese.

Where Dear eM provides a translation into another language, the translation is for reference only. In case of any difference in interpretation, the Vietnamese version shall prevail, unless otherwise provided by law or a valid agreement between the parties.

31. Contact Information

For any questions, support requests or complaints regarding the Terms of Service, please contact:

CÔNG TY TNHH THƯƠNG MẠI VÀ DỊCH VỤ DEARMILY

  • Brand: Dear eM

  • Website: Dearem.co

  • Hotline: 0982 409 149

  • Email: contact@dearem.co

  • Instagram: @dearem.official

  • Facebook: @dearem.official

  • Address: Lô B38 Phạm Văn Đồng, phường An Hải, thành phố Đà Nẵng, Việt Nam

Response times may vary depending on the volume of requests and the nature of each case.