FREQUENTLY ASKED QUESTIONS

• Shipping & Delivery

• Order Online & Collect From AMS Showroom / Warehouse

• Returns & Replacements

• Ordering

• Payment, Pricing & Promotions

• Viewing Orders

• Updating Account Information

Shipping & Delivery

Our strong delivery and distribution network is backed by an experienced & professional Sales & logistics team , committed to quality of service , ensuring on­-time delivery of goods , attending to cases of emergency & making sure we are satisfying customer needs at all times.

We possess the capacity to ship and deliver in the United Arab Emirates& all over the world. You can view the TATs table below for more detail.

A Single order maybe split into multiple shipments, depending on the availability of the item, or various other factors such as made to order products, customizations, etc. and / or weight limits for parcels by the courier/postal company.

Lead Delivery Period / Time for Varying Destinations After Order Confirmation.

Minimum Order for Delivery

Delivery Order Followup

In this process we ensure that as part of our quality of service, we keep you well informed at all times on the status of your order , which can always be tracked with the help of our customer service team with reference to the ORDER ID NUMBER , which is mentioned in the confirmation mail , a copy of which is forwarded to you once an order has been placed online.

Order Online & Collect From AMS Showroom / Warehouse

You can also collect your items from our Retail showroom / warehouse, please contact us prior to your visit for collection of goods to ensure availability of stocks for the products you are interested in & click here to access our location map as well. For orders placed online & to be collected from our Retail showroom / Warehouse, You will receive an email notification or phone call as soon as your order is ready for collection.

www.almasam.ae will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the laws of UAE.

A Single order maybe split into multiple shipments, depending on the availability of the item , or various other factors such as made to order products, customizations, etc.

Returns & Replacements

Q. I received a defective/damaged item, can I get a refund?

In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund or replacement depending on the product under discussion.

Q. I received a wrong item, how can I return it?

In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will replace it with the correct item within 2-3 working days free of cost.

Q. When are ‘Returns’ not possible?

There are a few certain scenarios where it is difficult for us to support returns:

1. Return request is made outside the specified time frame, of 2 days from delivery.

2. The product is used, damaged, or is not in the same condition as you received it.

3. Specific categories like customized or made-to-order products such as customized gift items or print production jobs conducted.

4. Defective products which are covered under the manufacturer's warranty.

5. IT products & related consumables.

6. Any consumable item which has been used or installed.

7. Products with tampered or missing serial numbers.

8. Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.

9. Fragile items, hygiene-related items.

Q. I have changed my mind; can I return what I have bought?

If you change your mind before receiving your item, just call us to cancel your order and we will process the refund along with any shipping fees applied, provided it is not a customized or made to order item. If you wish to return the item after receiving it, you have up to 2 days to return them & 1 day to inform your request in writing, if the item is broken or faulty, keeping the below rules in mind:

1. The item is not on the Non-Returnables list.

2. You can’t return Clearance Items clearly marked as non-returnable and displaying a No-Return Policy.

3. Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal can be returned.

Q. What are the items that cannot be returned?

The items that cannot be returned are:

1. Clearance items clearly marked as such and displaying a No-Return Policy & items received in good condition.

2. When the offer notes states so specifically are items that cannot be returned.

3. Items that are customized or made to order products.Also, any consumable items that are used or installed cannot be returned. As outlined in consumer Protection Rights and concerning section on non-returnable items.

Q. How long does it take to  replace/refund the returned items?

Typically, Al Masam representative will contact you within 3-5 days from the day you requested a return in writing. Once a return has been accepted by Al Masam basis conditions of acceptance mentioned in our FAQ's, then you may visit our Retail Showroom / Warehouse and hand over the item to be returned to one of our customer service representatives against the original invoice of purchase.

Q. Can I return my item after 2 days?

There may be situations in which you were not able to return items within the 2 days, in such cases please contact our Customer Service Team ((+971)-4-3347300) or through the Contact Us page to place a concern. Your concerns are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.

Q. I paid through Cash on Delivery, how will I receive a refund for my item?

If you have paid through Cash on Delivery (COD), the money would be refunded in the form of Al Masam credit and will be credited to your Al Masam balance. From your Al Masam balance, you can either easily make new purchases on almasam.ae or simply the credit balance can be returned in cash. For security purposes, a copy of your ID would be needed along with a receipt of the refunds made on the same.

• Making a purchase less than or equal to the available Al Masam Credit balance: If the total amount of your new purchase including the shipping charges is less than or equal to your available balance, we will advise you that there is enough balance. You will then need to click on "BUY NOW" and the amount for your new purchase will be deducted from your available balance.

• Making a purchase more than the available Al Masam Credit balance: If the total amount of your new purchase including the shipping charges is more than your available Al Masam Credit balance, you will need to settle & pay the difference, to complete your purchase. The system will then deduct the available amount from your Al Masam Credit balance. If Your chosen payment method is Cash on Delivery, the full amount will need to be paid to the Al Masam Delivery Representative / Courier.

Q. Can I Replace or Exchange an item rather than a refund?

Yes, Al Masam offers replacement or exchange of an item provided it is not in Non-Returnableslist.of items, provided a written request is made within 2 working days from date of purchase & conditions of returns are met as explained above. Once a return & exchange has been accepted by Al Masam basis conditions of acceptance mentioned in our FAQ's, then you may visit our Retail Showroom / Warehouse and hand over the item to be returned to one of our customer service representatives against the original invoice of purchase.

Q. I lost the Original Packing in which I received the item, how can I still return it?

We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it, however in this case, please contact our Customer Service Team ((+971)-4-3347300).

Q. What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?

A brand-new, unused, unopened, undamaged item in its original packaging. Packaging should be the same as when it was delivered to you.

Q. Can I return an item through my courier company or personally drop it anywhere?

At the moment, the item can be returned only by visiting personally at our Al Masam Retail Showroom / Warehouse or you can contact our Customer Service Team ((+971)-4-3347300).

Q. Who pays for the shipping charges when I return an item?

You can return an item for free within 2 days from delivery date, where by almasam.ae does not cover refund of shipping charges if any.

Ordering

Your order will be received within estimated TATs mentioned above . Please see Shipping & Delivery section for more information.

If you would like to cancel an order, please let us know as soon as possible so we can stop processing by giving us a call at +971 4 3347300.

Payment, Pricing & Promotions

We accept a variety of payments such as: Cash on Delivery, Bank Transfers, Cash & Collect. For corporate accounts that have been verified we are also able to accept cheque payment and we process credit accounts asper agreed terms aswell.

Prices Mentioned on the website for products & services are not fixed & may vary subject to availability of items and price fluctuations. Please submit us your inquiry cart & we will get back to you with variations if any.

Do subscribe to our newsletters as well as like & follow our social media pages to remain up to date with the latest promotions, offers & new arrivals.

Viewing Orders

You can login to your account to view the orders placed and other information. You can also contact our customer service team during the working hours at +971 4 3347300 for more information or send an email on sales@almasam.ae .

Updating Account Information

You can update the account information by logging into the account.