Frequently Asked Questions
Need assistance? Explore our frequently asked questions below.
General Questions
What is Al Mas Trading?
Al Mas Trading is a UAE-based online shopping platform offering a variety of products across multiple categories, including electronics, mobile accessories, home essentials, lifestyle products, vehicle spare parts and everyday consumer goods.
Do you have a physical store?
At present, Al Mas Trading primarily operates as an online store, allowing customers to conveniently shop from anywhere in the UAE.
Ordering & Payments
How do I place an order?
Simply browse our website, add your desired products to the cart, proceed to checkout, and complete the payment process.
How will I know my order has been confirmed?
Once your order is successfully placed, you will receive an order confirmation via email, SMS, or other available communication channels.
What payment methods do you accept?
We currently accept:
- Credit Cards
- Debit Cards
- Cash on Delivery (where available)
- Card on Delivery (where available)
Available payment methods may vary depending on the order and delivery location.
Can I cancel my order?
Yes. Orders may be cancelled before dispatch. Once an order has been shipped or processed, cancellation may be subject to our Refund & Returns Policy and applicable processing charges. For assistance, please contact our customer support team as soon as possible.
Shipping and Delivery
Where do you deliver?
We currently deliver throughout the United Arab Emirates (UAE).
Do you offer free delivery?
Yes. We offer free delivery on eligible orders above AED 100 and we offer free delivery for all orders within Dubai Emirate. Additional delivery charges may apply depending on the delivery location, package dimensions, and order weight.
How long does delivery take?
Most orders are delivered within 2-5 business days after order confirmation. Delivery times may vary depending on product availability, delivery location, public holidays, or courier schedules.
Can I track my order?
For order status updates, customers may contact our support team using the contact details provided in the website.
Returns & Refunds
What is your return policy?
Customers may request a return within 7 days of delivery, subject to the conditions outlined in our Refund & Returns Policy.
Can I return a product if I change my mind?
Yes. Products may be eligible for return if they are unused and in resalable condition. Applicable processing or cancellation charges may apply.
What if I receive a damaged or defective product?
If your product arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. Our team will review the issue, arrange collection where applicable, and process a replacement or store credit following inspection.
How long does it take to receive a replacement or store credit?
It will take up to 10 business days.
Warranty
Do all products come with a warranty?
No. Warranty coverage applies only to selected products where warranty information is specifically mentioned on the product page.
What should I do if my product develops a fault?
Please contact our support team with your order details and a description of the issue. Where applicable, Al Mas Trading may arrange collection and inspection of the product before determining the appropriate resolution.
What warranty period do you offer?
Selected products are covered by an Al Mas Trading replacement guarantee for manufacturing defects identified within 7 days of delivery unless otherwise stated on the product page.
Products & Availability
Are all products stocked in the UAE?
Many products are stocked locally within the UAE. Certain products may be sourced from overseas suppliers to offer customers a wider product selection.
Why does a product look slightly different from the image?
Product images are provided for illustration purposes. Actual product colors, packaging, and appearance may vary slightly depending on manufacturers and suppliers.
Are your products genuine?
We strive to source products from reputable suppliers and manufacturers to ensure quality and customer satisfaction.
Customer Support
How can I contact Al Mas Trading?
- Email: info@almastrading.ae
- Phone / WhatsApp: +971 54 450 0989
- Website: www.almastrading.ae
What are your customer support hours?
Support availability may vary. Customers may contact us via email or WhatsApp, and we will respond as soon as reasonably possible.
I couldn't find the answer to my question. What should I do?
If your question is not covered in this FAQ section, please contact our customer support team. We will be happy to assist you.