Terms and Privacy

Returns

We do not accept returns for purchases made in-store unless the item you purchased is defective or damaged.

We do not accept returns for purchases made online at www.frasermaslen.com except in the below circumstances:

  • In the event that the item supplied is defective, we will exchange the item for a new item or we will refund the purchase price and collect the item from you.
  • In the event that the item supplied is damaged during the delivery process, we will exchange the item for a new item or we will refund the purchase price and collect the item from you.
  • In the event we ship the wrong item to you we will replace the item with the correct item or we will refund the purchase price and collect the item from you.

If you have an item that you consider to be defective or damaged and wish to return it, please email us at info@frasermaslen.com for further information.

Returns of defective or damaged items will be accepted within 10 days of in-store purchase or item delivery.

Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price, using the original method of payment.

Exchanges

Goods Purchased Online

Products bought online at www.frasermaslen.com are made to order, and we are therefore unable to offer an exchange in the event you ordered the wrong size, wrong product, or you have changed your mind about the purchase.

We only exchange goods if they are defective, damaged or you have been sent the wrong item. If any of these circumstances apply, you should promptly contact us at info@frasermaslen.com for further information on how to proceed with product exchange. Please include details of the product and the defect.

Goods Purchased In-Store

If you have changed your mind about an item you purchased in-store and wish to exchange your purchase, you may do so within 5 days. You may choose one of the following:

  • Choose a new photograph or product of an equivalent value.
  • Receive a Fraser & Maslen Photography gift card for the equivalent amount.

Purchases will only be accepted for returns if they are in perfect condition and in their original packaging. Upon receipt of the returned product, we will fully examine it and notify you whether you are entitled to a replacement.

You may also exchange a product in the event that it is defective or damaged. In circumstances where you consider this to be true, you should promptly contact us at info@frasermaslen.com with details of the product and the defect. We will advise you on how to proceed.

Exchanges will not be permitted for custom orders made in-store unless defective, damaged, or in the event that a wrong item was delivered. These items are made to order and we are therefore unable to offer an exchange in the event you ordered the wrong size, wrong product, or you have changed your mind about the purchase.

Cancellation

If you have made a custom order, cancellation of any order or item on your order should be made as soon as possible after order placement. Once we have started preparing your order, no refund will be given. All purchases made on our website www.frasermaslen.com are custom orders.

To cancel your order or any part of the order, either visit us in-store at Fraser & Maslen Photography, Unit 104, Gate Avenue DIFC, or email info@frasermaslen.com with your cancelation request as soon as possible.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

For credit card payments, refund will be processed within 7 to 30 days, depending on the issuing bank of the credit card.

All refunds will be made in AED using the original method of payment used to pay for the order.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@frasermaslen.com.

Shipping

To return a defective item you purchased, please contact us at info@frasermaslen.com for shipping details.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.

Privacy

We take your privacy seriously. In order four our website to function properly we need to collect some data from you. We do that through cookies.

What are cookies?

Cookies are small text files that are used to store small pieces of information. The cookies are stored on your device when the website is loaded on your browser. These cookies help us make the website function properly, make the website more secure, provide better user experience, and understand how the website performs and to analyze what works and where it needs improvement.

How do we use cookies ?

As with most online services, our website uses cookies first-party and third-party cookies for a number of purposes. The first-party cookies are mostly necessary for the website to function the right way, and they do not collect any of your personally identifiable data.

The third-party cookies used on our websites are used mainly for understanding how the website performs, how you interact with our website, keeping our services secure, providing advertisements that are relevant to you, and all in all providing you with a better and improved user experience and help speed up your future interactions with our website.

Our website uses Google Analytics, a web analysis service by Google. In addition, our website uses Google AdWords conversion tracking and Google remarketing and Google Signals, which are also services by Google.

Google Analytics uses cookies and similar technologies to analyse and improve our website based on your usage behaviour. Google AdWords conversion tracking and Google remarketing also use cookies and similar technologies in order to measure the performance of advertisements placed (so-called AdWords campaigns) and to show you individualised advertising messages on websites that collaborate with Google. Google Signals compiles for us multi-platform data reports on Google users that have enabled personalised advertising in their Google accounts.

What types of cookies do we use?

The cookies we use can be categorised into the following groups

Essential

Some cookies are essential for you to be able to experience the full functionality of our site. They allow us to maintain user sessions and prevent any security threats. They do not collect or store any personal information. For example, these cookies allow you to log-in to your account and add products to your basket and checkout securely.

Statistics

These cookies store information like the number of visitors to the website, the number of unique visitors, which pages of the website have been visited, the source of the visit etc. These data help us understand and analyze how well the website performs and where it needs improvement.

Marketing

These cookies help us keep track of the efficiency of advertising campaigns.
The information stored in these cookies may also be used by the third-party ad providers to show you ads on other websites on the browser as well.

Functional

These are the cookies that help certain non-essential functionalities on our website. These functionalities include embedding content like videos or sharing contents on the website on social media platforms.

Preferences

These cookies help us store your settings and browsing preferences like language preferences so that you have a better and efficient experience on future visits to the website.

Below is a list of the cookies used

_ga

Used to distinguish users.

_gac_

Contains campaign related information for the user. If you have linked your Google Analytics and Google Ads accounts, Google Ads website conversion tags will read this cookie unless you opt-out.

_gat

Used to throttle request rate.

_gid

Used to distinguish users.

AMP_TOKEN

Contains a token that can be used to retrieve a Client ID from AMP Client ID service. Other possible values indicate opt-out, inflight request or an error retrieving a Client ID from AMP Client ID service.

We also use Google’s recaptcha software to protect against spam. You can learn more about Google’s privacy policy here.

How can I control the cookie preferences ?

Should you decide to change your preferences later, different browsers provide different methods to block and delete cookies used by websites. You can change the settings of your browser to block/delete the cookies. In addition, users can opt-out of the Google Analytics Advertising Features through their Google Ads Settings, Ad Settings for mobile apps and Google Analytics Opt-Out Browser Add-on. Follow the link here  to opt out.