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All prices are charged in USD for international orders and in VND for domestic orders.
We are currently accepting the below methods as payment:
For domestic orders:
For international orders:
The prices of products are expressed in USD, including taxes but excluding customs duties, for orders outside of Vietnam that shall be borne by the Customer.
The limits for duty-free packages are established by your local customs authorities. Duties and taxes are the customer’s responsibility, and we recommend you check your local customs website for estimated costs.
We will send you an email including a tracking number 1 day after your order has been sent out. Each order would take 1 to 3 working days to proceed before sending the package to our delivery partner. We will send you the tracking number afterwards. You can also track directly through the ORDER DETAIL section on the website if you are a member.
Provided the item has not been collected by our courier, we will do our best to update your preferred address, but we cannot guarantee.
If you would like to adjust your shipping information, please contact us within 24 hours after placing your order at [email protected]. Once the item is shipped, we are unable to change the delivery information.
We aim to provide you with products of the highest standard and quality. If you have received a product with a manufacturing fault, you can send your request through the MAKE A RETURN in the bottom navigation.
For international orders, you can send your request through the MAKE A RETURN in the bottom navigation. Dear José will contact you via email within 3 working days after the date you fill in the MAKE A RETURN form. Please provide our team with images of the damage, defect or fault for a preliminary assessment.
If the product is confirmed to have a manufacturing fault, we will resend you the purchased product or send you a Credit Refund Code, depending on the situation. Our team will inform you if the returned product(s) are available in stock or not.
+ If yes, our team will send you the new product(s) and will not refund the value of the defective product(s). Please note that you will need to destruct the defective products before we send the package out.
+ If not, Dear José will send you a Credit Refund code that is equal to the total value of the defective product(s), including the shipping fees. You can apply the Credit Refund Code to your next order. Please note that you will need to destruct the defective products before we send you your Credit Refund Code. The Credit Refund Code is valid within 90 days from the received date.
For domestic orders, please send your request through Facebook, Instagram or fill in the MAKE A RETURN form in the bottom navigation. Dear José will assist you within 3 working days. Please provide our team with images of the damage, defect or fault for a preliminary assessment. Dear José reserves the right not to process your return request if you return the package without our confirmation.
If your request is confirmed to be processed further by our Customer Service team, please fill in the Return form attached with the package and send the package to the assigned address. Please include your order number and clarify the reason for returning.
+ If the product is found to have a defect, Dear José team will resend you a new one. In this case, we will be liable for all the incurred charges, including the shipping fee.
+ If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you. In this case, you will be liable for all the incurred charges, including the shipping fee.
Dear José does not accept any cancellation requests after an order is placed.
If you want to make any changes to your order, please check clause 4. in the Terms and Conditions. Please inform us of your order number and specify your request. Please make sure you choose your items carefully and add the correct shipping before placing your order. We pack and ship orders daily so we cannot guarantee your requests can be made.
* Please note that Dear José will not refund the difference if the total value of the exchanged product(s) is lower than the value of your original order.
* Customers must pay the difference if the total value of the exchanged product(s) is higher than the value of your original order. In this case, our staff will provide further instructions via email.
If our carrier does not offer a delivery service to your shipping address, we will offer a full refund to your original payment method. Our team will contact you via email to inform you of the situation.
If there are any missed deliveries because you are not available to receive the package at that time, you will be responsible for any incurred charges. You will need to schedule another delivery with the carrier. Our team will send you an email to notify you in case of unsuccessful delivery.
If our carriers return the package to us because of unforeseen reasons, our team will contact you via email for further discussion.
Our team will contact you via email to specify your refund request. Please note that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.
We do not cover the cost of customs, duties and taxes that are regulated and issued by your government. Unfortunately, these fees are beyond our control and we are unable to cover these charges. If the customer refuses the delivery due to the import duties and fees, taxes and any other charges and fees, the package will either be destroyed or returned to its sender, in those cases, any additional fee occurred will be the responsibility of the customer and the original order will be non-refundable. All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). If your order does require these additional charges, they must be paid by you in order for your package to clear customs.
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