Q: How do I become a registered member of Dearmay?
A: Simply sign up a Dearmay account by clicking ‘Register’ button on the right hand corner of our web page! Once you successfully register, you become a Dearmay member.
Q: How do I make a purchase?
A: Browse the site, then simply select the size, color and quantity needed on the product page and then click ‘ADD TO CART’ button. Once you have all your desired items added into your Shopping cart, simply click the ‘CHECKOUT’ button. You will then be asked to sign in or register. Next, enter any coupon codes that you may want to use. Then, you will be directed to fill in your Billing and Shipping address. Finally, select the shipping method and payment method you prefer, then click ‘CONFIRM ORDER’. Through our payments partner’s page or form, you will securely input the payment information of your choice. Once the order is successfully placed, you will be given an order number, as well as receiving an order confirmation email through your registered email address containing the contents of your order for your reference
Q: How do I use a Coupon Code when placing my order?
A: To redeem a Coupon Code, please input the text code into the box named ‘Coupon Code’ in the checkout page, then click 'Apply Coupon'. Please note that promotion code may not be used in conjunction with other offers.
Q: I am having issue using the Coupon Code. What do I do?
A: Please check whether: i) the coupon code as expired; ii) coupon code is for one time use only; iii) each order can only use one coupon code; iv) coupon code may not be valid for “Sales & Clearance” items; v) store credit and coupon code cannot be used in conjunction in an order. If you are still having issues after checking these points, please contact us at support@dearmay.com.
Q: Can I ship my order to a PO box?
A: As of currently, we apologize but we do not offer shipping to PO Box, parcel locker, hotel/motel (unless you are an employee) or freight forwarding addresses.
Q: Can I amend my order after it has been confirmed and paid for?
A: In order to ensure our processing time is fast we are unable to amend any orders as any amendments will cause delay in the delivery of your order. This applies to both customer information and ordered items.
Q: I entered a wrong address, can I change my delivery address before or after my package is dispatched?
A: Unfortunately, we are unable to amend any orders information including the delivery address once the order has been paid and processed. If you noticed that the wrong information is provided on the order, we can only return it to our warehouse as a return order.
Q. Can I cancel my order if I changed my mind?
A: You may cancel your order when the order is still in processing status. Only cancellation requests made by the means of submitting a ticket will be acknowledged.
Q: When will my order items be available?
A: You can check the item availability status of each product under the selling price on the product page. You may refer to the six different availability statuses and the required order processing time stated below.
1. In Stock: Usually shipped within 24 hours
2. Limited Stock: Usually shipped within 24 hours but low quantities are left
3. Usually shipped within 2 – 6 working days
4. Usually shipped within 7 – 14 working days
5. Usually shipped within 30 working days
6. Out of stock
If your order items that have different availability status, your order will be processed and shipped out altogether so you may refer the order processing time of the product with longest availability as referenced. Please note that the processing time does not represent the delivery time of the order.
Q: I have received order confirmation email but no further emails. What to do now?
A: We will send you order status notifications through email to inform you of the progress of your order. The next email after order confirmation that you will receive will be the ‘Packing & Delivering Soon’ email, and finally a ‘Dispatch email’. In the circumstance you have not received such emails, please check your spam folder of your email first. If you confirm no further emails are received in your email, you may check the product availability status of your ordered items to review the necessary processing time of your ordered items. Please note that some unique items may have product availability status up to 30 working days to process your order. In the case you find the order processing time is longer than the product availability status stated on our website, you may contact our Customer Service Support via the ticket system.
Q: I reached out via email and ticket system but I haven’t received a response in over 2 business days. What now?
A: We apologize if this has happened. However due to certain situations such as shopping sales period and public holidays, our customer service team may take an extra few days to respond due to the volume of enquiries. We do our best to answer all the messages with 24 – 72 working hours (Monday to Friday, not including public holidays). From time to time our replies may end up in your spam folder. Please also check your spam folder in your email as well.
Q: What types of payment method may I use at Dearmay?
A: We currently accept PayPal and credit card payment, including Visa and MasterCard, to ensure you having a smooth, secure and safe checkout process. You must register a PayPal account to checkout.
Q: Why does my order status show ‘Payment Pending’?
A: PayPal will process your payment immediately. However there may be some delay when the payment is still processing by PayPal. In these circumstances Payment Pending status will be seen. However rest assured as long as your PayPal checkout was complete, your order’s payment will successfully be processed and the order status will be changed accordingly.
Q: I made a payment but I haven’t received any email confirmation. What to do now?
A: As soon as we confirm payment is successfully received, your order will be processed, and you will receive a confirmation email via your registered email address on your order. If you do not receive a confirmation email within 48 hours, please check your spam folder in your email in case the confirmation email has landed in your spam folder. If you are a registered member with Dearmay, you can also log in to ‘Your Account’ to check your order status. If any further assistance is needed on these email issues, please contact our Customer Service Support via the ticket system.
Q: Where do you ship to?
A: We currently ship to the Germany, Ireland, Netherlands, Spain, Hungary, Poland, Italy, Sweden, Slovakia, Austria, Denmark, Portugal Slovenia and Czech Republic. Please note that for shipping to remote areas, additional shipping costs could be charged by the courier company. This charge is borne by you and is calculated in the Checkout page.
Q: How much is the shipping?
A: We offer free standard shipping service for orders above 49€. You can select preferred shipping methods in the checkout page. When you choose to use one of premium shipping services, the additional cost will be added to the total order amount.
Q: How long will it take to receive my order?
A: The estimated delivery time of your order is the total of estimated order processing time plus the estimated shipping time of the shipping method. Order processing period varies for each order and depends on product availability status of the items you order. You may refer to Shipping & Delivery page for details on order processing time. We also offer express shipping service for you to enjoy a shorter delivery time. Please refer to Shipping & Delivery page for more details. However, under unforeseen circumstances, delivery time can differ and take longer during shopping sale periods, Hong Kong public holidays, and extreme weather conditions.
Q: What couriers will be used to ship my order?
A: Dearmay will use its discretion to determine the best courier for each order and also reserves the right to change courier without prior notice.
Q: How do I track my orders?
A: Once your order is shipped, you will receive a “Dispatched” email with the assigned courier name, tracking number and tracking link. You can also log into ‘My account’ and find your order status and your tracking number if available. You can track the parcel status with the tracking number via the tracking link we provide.
Q: Why is there no information available for the tracking number I am given?
A: We provide customers the tracking number of your package as soon as we have the information. However this may mean that you could receive the tracking number before the courier company has updated their database and uploaded the information to their website. The tracking details would be available after a while, sometimes taking up to 40 hours. Unfortunately the time required for the tracking number to reflect the status of your package is subject to the courier and it is out of our control.
Q: Where is my order?
A: Once we ship out your order, the parcel will be in the hands of the courier. To get latest updates on your parcel, please refer to the tracking number we will send to you once we have dispatched your order. As it is out of our hands, it is the responsibility of the customer to check this and to contact the courier if there is any issues to arrange re-delivery, receive pick up instructions etc. If there is an issue that you cannot solve with the courier, you may contact us by submitting a ticket and we will try provide assistance where possible.
Q: Why does my order’s tracking status show delivered but I have not received my package yet?
A: There could be some circumstances that packages might be delivered to your mailbox or delivered and signed by your neighbours. We suggest you to check your mailbox and ask your neighbours first. If you cannot find your package, you may further make enquiry to the local courier with the given tracking number. If there is an issue that you cannot solve with the courier please contact us by submitting a ticket.
Q: What if my item ordered is damaged during transportation?
A: This rarely happens, but to ensure the best shopping experience to our customers, you may consider to purchase our insured shipping service. Dearmay will cover in full value of the damaged and lost item during transit with courier company’s confirmation. Please refer to the Shipping & Delivery page for more details.
Q: An item is missing from my package. Where is it?
A: Sometimes the products in your order may be split into two or more shipments. Please kindly check your email or ‘My Account’ for any additional tracking information. If you find no additional tracking information available and your item is indeed missing, please reach out to Customer Service Support through submitting a ticket with order number, missing item name and package photos for our team for further investigation. To ensure your order arrives safely, you may consider purchasing our insured shipping service. Dearmay will cover in full value of the lost item during transit with courier company’s confirmation. Please refer to the Shipping & Delivery page for more details.
Q: What happens to my order if it cannot be delivered and is returned to Dearmay?
A: If you are not available to receive the order, our courier will contact you to try to arrange a re-delivery at a suitable time. If our courier partners are unable to reach you after multiple attempts, your package will be returned back to our Hong Kong warehouse. In the case of any return shipments from our courier partners, Dearmay team regards such parcels as undeliverable parcels. In this circumstances, we will notify customers via email to confirm the package arrangement, i.e. order refund or reshipment. Either options of order refund or reshipment would incur handling fees, reshipment fees or additional return shipping fees that are borne by the customers to pay for, before any arrangement is further processed.
Q: What is Dearmay’s return and exchange policy?
A: In the cases you change your mind, or receive defective and incorrect items, we offer you a 14-day return policy to request goods return upon the receipt of order, subject to Dearmay Returns terms and conditions. You may refer to Returns & Exchanges for the related terms.
Q: How do I return my order?
A: Please note that we only accept returns within 14 days after order delivery. Before returning your order, please read our Returns & Exchanges to make sure that your return request meets our return requirement. You may submit a ticket through Vana Return System and our RMA department will normally acknowledge your request and advise the return procedure within 3-5 working days.
Q: Can I exchange my item?
A: According to our Returns & Exchanges, only fashion items, excluding Swimwear, Innerwear, Legwear, Shapewear and Underwear are eligible for exchanging for size or colour options, and return request must be made to Vana Return System within 14 days after order delivered. After we receive your returned package, we will require up to 20 business days to process and handle the return to then dispatch your newly required size or colour of your item. If we cannot meet your request, i.e. specific size or color is out of stock, item value will be refunded in the form of store credit.
Q: Do I need to send the item back to your Hong Kong warehouse for a return or exchange at my own cost?
A: For all returns, the customer will need to arrange the return of the item via Regular or Registered Air Mail back to our designated return address. In the case of defective or incorrect item, a reimbursement will be made to you for the shipping cost. For more information and terms and conditions of returns, please visit our Returns & Exchanges . Please note, we do not reimburse cost of Courier or Express Mail services.
Q: Do you offer refunds if I had allergic reactions to your beauty or skin care products?
A: We do not offer refunds or returns in the cases that involve allergic reaction due to products that you have purchased from us. The ingredients of the product are listed on the product page to help customers identify any sensitive or problematic ingredients. As different skin types and skin conditions may react differently to our beauty or skin care products, Dearmay team strongly advise customers to carefully check product information or ingredients listed before purchasing. Customers can also seek more detailed product information on the official websites of the brand.
Q: How do I know if a product is in stock?
A: You can check the item availability status of each product under the selling price on the product page. You may refer to the six different availability statuses and the required order processing time stated below.
1. In Stock: Usually shipped within 24 hours
2. Limited Stock: Usually shipped within 24 hours but low quantities are left
3. Usually shipped within 2 – 6 working days
4. Usually shipped within 7 – 14 working days
5. Usually shipped within 30 working days
6. Out of stock
If you order items that have different availability status, typically your order will be processed and shipped out all together and you may refer the order processing time of the product with longer availability in working days as reference. Please take note that the above processing time does not indicate the delivery time of the order.
Q: How to choose my size?
A: You could find a measurement on each product page. Customers may compare the reference measurements with your own to find the best choice. ”One size” does not necessarily fit all sizes but means there’s only one size for this product.
Q: Why might there be a 2cm – 4cm variance in the product measurement stated on the product information page?
A: Due to multiple external factors, for certain items there may be slight variations of up to 4cm on our measurements. We will always make our best efforts to ensure the most correct information is provided and will updated when inaccuracies are reported. Therefore, we will only accept returns of variations over 5cm.