FAQs

ORDERS

• How can I place an order?

You can simply create an account and order online. If you prefer a quotation on a specific quote-based order, reach out to our customer service team and they will send over a formal quotation. CONTACT US

• How do I contact your company if my question isn’t answered here?

You can also contact our customer service team during the working hours at +971 4 2142800 for more information or send an email on customercare@almasam.ae

• Saturdays to Thursdays: 8:00 AM - 8:00 PM
• Fridays: 3:00 PM - 9:00 PM
• Where can I view my orders?

Once logged in to the account, you can view the orders within the "My Account" tab. In case you need any further assistance, feel free to reach our customer service team during the working hours at +971 4 2142800 or send an email at customercare@almasam.ae .

• Saturdays to Thursdays: 8:00 AM - 8:00 PM
• Fridays: 3:00 PM - 9:00 PM
• How can I track my order?

You can easily track your order through our excellent customer service team. As reference, you only need to share the ORDER ID NUMBER. The confirmation email contains your ORDER ID NUMBER, which you may have received upon placing the order online.

PAYMENT, PRICING & PROMOTIONS

• What payments do you accept?

We accept a variety of payments for “Quick Ship” products such as:

• Cash on Delivery,
• Card Payments
• Bank Transfers,
• Click & Collect.

The same however does not apply for “Special Order” Products for which only card payments are acceptable & no other means of payment for purchase is eligible.

We accept cheque payment for verified corporate accounts. Contact us for more information: TALK TO US

• I paid through Cash on Delivery; how will I receive a refund for my item?

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.

• I am not able to make a purchase via Al Masam Credit balance
• Making a purchase through Al Masam credit balance is easy. Please check the instructions below,
• 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.
• The pricing that I see is different from what I saw last week, what do I do?

Prices are subject to change without prior notice. Prices mentioned on the website for products & services are not fixed & may vary subject to availability of items and price fluctuations. Please submit to us your inquiry cart & we will get back to you with variations if any.

SHIPPING & DELIVERY

• When will I receive my order?

Our strong delivery and distribution network is backed by an experienced & professional logistics team hence we possess the capacity to ship and deliver in the United Arab Emirates & all over the world.

For products that are under our “Special Order” category, orders are normally delivered between 7-15 Working days, as some of the items are made to order products or even shipped internationally aswell.

For Items that are under our “Quick Ship” Category, these are items that are normally stocked locally & are off the shelf, here is a simple TAT table with more details:

Delivery Destination	Delivery Time
Dubai	Within 48 working hours
All other emirates in the U.A. E	Within 1-3 working days from the date of order confirmation
MENA region/ Rest of the world	The delivery lead time will be dependent on several factors. Please connect with our experienced customer service team here.

• Do you ship internationally?

Yes, we do. Please CONTACT US for more details.

• Do you offer gift packaging?

No, as of now there is no provision for the same.

• Can I choose my delivery day and time?

Yes! You can easily add a comment about your preferred day and time in the comments box of the checkout page. Accordingly, your order will be processed & delivered. This however applies only for “Quick Ship” products & not for “Special Order” products.

• Do I have to be home to receive my delivery?

Yes, you will need to be home when the delivery happens.

• What is the minimum order for free delivery?

As a limited time offer the minimum order for free delivery is AED 150/- only for “Quick Ship” products that are normally delivered within 1-3 Working days. There is no minimum order for free delivery when it comes to our “Special Order” products range, which however can take upto 7 to 15 working days for delivery.

• Can I order online and collect from the nearest AMS showroom/ Warehouse

Yes! This can be done by choosing the option “Click & Collect” on the checkout page. You will also receive an email notification or phone call as soon as your order is ready for collection. This option of purchase however does not apply to “Special Order” products on our store & the orders for the same will only be delivered to your doorstep once confirmed as they are not stocked with us.

• Additional Delivery Charges:

Additional delivery charges may apply based on delivery conditions, site limitations, or for certain high-volume/heavy products. If necessary, these charges will be confirmed by the Al Masam team offline after your order is confirmed. If the additional charges are acceptable, we will proceed with the delivery. If not, the full order value will be refunded upon the written request.

 

RETURNS, REFUNDS & REPLACEMENT

• What is your returns policy?

Here’s a short version of our returns policy:

• Return request must be made within 2 days of the order delivery
• The product should be in the same condition as you received it
• Product package should be intact as received, including price tags, labels, original packing, freebies and accessories. Basically, nothing should be missing from the package you receive.
• Products should have 'Retail Packaging' (Sealed/Closed Box) and still be with its Original Seal
• Product should not be used or damaged
• Product should not be from a specific category like customized/tailored or made to order products such as customized gift items, products marked as “Special Order” or print production jobs.
• Defective products that are covered under manufacturer's warranty
• Consumable products should not have been used or installed
• Products should not be tampered with or have missing serial numbers
• Products should not be Fragile items & hygiene related items
• Products should not be marked as clearance items or non-returnable and displaying a No-Return Policy, “Special Order Products” & so on.
• Products should not be under special offers.

In case you have any further queries, please reach out to our Customer Service Team (+971)-4-2142800) or through the CONTACT US page to place a concern. Your concerns are handled on a case-by-case basis.

• When are ‘Returns’ not possible?

There are a few certain scenarios where it is difficult for us to process your returns request:

• A return request is made outside the specified time frame, of 2 days from delivery.
• Product is used, damaged, or is not in the same condition as you received it.
• Specific categories like products marked as “Special Order” products, customized or made to order products such as customized gift items or print production jobs conducted.
• Defective products which are covered under the manufacturer's warranty.
• Any consumable item which has been used or installed.
• Products with tampered or missing serial numbers.
• Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories.
• Fragile items, hygiene related items.

In case you have any further queries, please reach out to our Customer Service Team ((+971)-4-2142800) or through the CONTACT US page to place a concern. Your concerns are handled on a case-by-case basis.

• Non-Returnable Items Policy
  The following items are non-returnable unless there is a proven manufacturing defect:
  
  Previously Listed Categories:

Special Order Products
Office Equipment / Machines & Technology
Office Storage & Safety Products
Office Cleaning & Hygiene Supplies
Office Furniture & Ergonomic Products
Boards, Stands & Accessories
Paints & Mediums
Canvas Frames, Boards & Pads

Additional Non-Returnable Items:

Opened consumables: This includes ink cartridges, toners, markers, paints, and glue that have been opened, even if they appear unused.
Custom-cut materials: Paper, fabric, or other materials that are cut to your specifications cannot be returned.
Used art supplies: This includes used brushes, mediums, paints, and other art supplies that show signs of use.
Downloaded digital products: E-books, downloadable templates, and other digital products cannot be returned once downloaded.
Software: Opened software or software registrations cannot be returned.
Personalized items: Items that are personalized with names, dates, or other customizations cannot be returned.
Clearance items: All clearance items are final sale.

Please Note:

This list is not exhaustive. We reserve the right to refuse returns or exchanges for any item that we deem to be non-returnable due to hygiene reasons or the inability to resell the product in new condition.
For all other items, please refer to our general return policy for eligibility and instructions.
By placing an order, you are acknowledging that you have read and understood our Non-Returnable Items Policy.

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

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

• I need to return/cancel an item?

Change of Mind or Buyer's Mistake.

If you change your mind before receiving your item, just email us on customercare@almasam.ae to cancel your order and we will process the refund along with any shipping fees applied, provided it is not a customized, Special Order or personalized item, the item is not on the Non-Returnable list, the item is not out of our clearance range of products, the items are with original ‘Retail Packaging’, meaning never opened (Sealed/Closed Box) and still with its Original Seal can be returned.

In cases where you change your mind about a purchase after receiving the item or select an incorrect size or product, our policy allows for a partial refund. We will deduct a 15% administrative fee from the original product’s value.

Return Methods

You can return your eligible item through one of the following methods:

In-Store Return: Visit any Al Masam Stationery retail store and present your receipt or order confirmation. Our staff will conduct a quality check upon receiving the item. After a successful check, a partial refund will be initiated (minus the 15% administrative fee) within 2 business days.

Scheduled Pickup: We can arrange a pickup of the item from your location. A quality check will be conducted upon receiving the item. Following a successful check, a partial refund will be initiated (minus the 15% administrative fee and an AED 50 logistics charge) within 2 business days. If any additional charges apply beyond your original order value, we will send you a secure payment link for settlement prior to the scheduled pickup.

Please Note:

Shipping costs for returns are non-refundable unless the return is due to an error on our part.

We reserve the right to reject any return that does not comply with our return policy.

• I received a wrong item; how can I return it?

In unusual circumstances 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, if it belongs to our “Quick Ship” range, for other products please get in touch with us for exact TATs & details.

• Can I exchange/replace my order instead of a refund?

Yes, Al Masam offers replacement or exchange of an item provided it is not in non-Returnable list 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.

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

We're sorry for the inconvenience caused. You could return your ordered 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.

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

Typically, Al Masam representatives 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.

• 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)-4-2142800) or through the CONTACT US page to place a concern. Your concerns are handled on a case-by-case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.

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

We accept the return of the 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)-4-2142800).

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

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