Terms & Policies

These terms, along with any additional rules or policies posted on the website, constitute the complete agreement governing your use of our website and services. We reserve the right to amend these terms from time to time without prior notice by updating them on the website. We recommend reviewing them periodically. By placing an order, you consent to the most recent version. Should a change in applicable law necessitate an update after your order is placed, but prior to fulfillment, the revised terms will apply to that order. Otherwise, the terms in effect at the time of your order will govern. If you do not agree with these terms, please refrain from using the website.

To access and use the website for placing orders, you must be at least 18 years of age, capable of making legal payments, and willing to be bound by these terms.

To purchase a service, you must have an account which can be created via the website, including at the point of checkout, or by contacting customer care who will then email you a secure password. It is your responsibility to ensure that all provided information, including personal and payment details, remains accurate, current, and complete. Safeguard your account credentials and password; our representatives will never request your password via phone or email. Your data is handled in accordance with our privacy policy, but we bear no responsibility for losses arising from unauthorized account access. Notify us immediately if you suspect any compromise. Registration is not available to commercial entities.

Appointments for services such as shoe repair, leather repair, or cleaning can be booked through our online system. Please ensure that all details are accurate and complete. We reserve the right to refuse or cancel any booking at our discretion.

By placing an order, you agree to purchase the specified services at the displayed price, including applicable delivery fees, taxes, and duties. We reserve the right to accept or reject any order, including for reasons related to eligibility, payment verification, suspected fraud, shipping restrictions, or availability. Items added to your cart are not reserved until payment is completed.

An email acknowledgment will be sent upon order receipt, with confirmation provided upon dispatch or readiness notification. Acceptance of the order is at our sole discretion.

We accept payments processed securely via Stripe, which supports a range of methods including, but not limited to, Visa, Mastercard, American Express, Discover, Google Pay, and Apple Pay. Payment is required at the time of order placement or booking. You warrant that you are authorized to use the payment method provided. We reserve the right to decline transactions deemed invalid or suspicious without liability. We do not store, sell, or share card information except through our secure payment gateway, which utilizes SSL encryption.

Prices are quoted in AED and are inclusive of VAT at the prevailing rate on the order date and applicable pickup and drop-off fees. These fees are integrated into the displayed service price to ensure the full cost is visible prior to checkout. In the event of a pricing error, we will rectify it by canceling and refunding if processed incorrectly, honoring a lower price, or issuing a refund for the difference.

In the event that a re-quote is needed, you will be informed and may choose to accept the revised price or cancel the order for a full refund. Contact customer care at info@frshr.ae or +971 559 938 800 to process such requests. Promotional codes are typically limited to one per order, non-combinable, without cash value, and intended for personal, non-transferable use.

We offer cobbler services including shoe repair, leather repair, restoration, cleaning, and related activities, which we may modify, suspend, or discontinue without notice. Pickup and delivery are available for addresses within the specified regions, during operating hours from 8:00 a.m. to 9:00 p.m., seven days a week. Appointments can be scheduled in two-hour windows via the website or customer care following order placement and payment. Pickup may be scheduled for the same day or up to 30 days in advance; delivery is available on the day of completion or up to 30 days thereafter.

Estimated lead times are provided at checkout and cannot be expedited. We accept no liability for inherent defects such as persistent stains, scratches, or colour loss due to material age. Results for cleaning or dyeing are not guaranteed, including precise colour matching — we endeavour to achieve the best possible outcome. Do not include valuables; if discovered, they will be returned without liability on our part. By providing items, you confirm ownership or authorization.

Liability for damage during our custody is limited to ten times the service cost or AED 10,000, whichever is lower, unless otherwise agreed in writing. Complaints must be raised within 48 hours of return.

Items must be collected within one month of readiness notification, failing which they will be transferred to offsite storage at your risk. Storage fees of AED 500 per item per month commence after two months. We will attempt contact via telephone, SMS, or email. After six months, items may be disposed of without liability. All claims are forfeited after 90 days, with no refunds available thereafter.

Cancellations or changes are free before an order reaches “processed” status, excluding any incurred pickup fees. No cancellations are possible after processing or commencement of work.

Upon approval, refunds cover the full service cost minus delivery cost. Full refunds are issued if delivery is not completed within 30 days. We are not liable for delays arising from uncontrollable circumstances, including your unavailability, third-party failures, or force majeure events.

We are committed to safeguarding your privacy. We collect personal information you provide directly (name, email address, telephone number, physical address and payment details), usage data about your interactions with the site, device information, and — with your consent — location data to facilitate efficient pickups and deliveries.

We use this information to process orders and communicate with you, to analyse trends and improve the site, to send marketing communications subject to your consent, and to comply with legal obligations. Your information may be transferred in the event of a merger, acquisition or asset sale, and may be disclosed where compelled by law.

You may review and update your information by logging into your account or contacting us, and opt out of marketing at any time via the unsubscribe instructions in our communications. Our services are not intended for individuals under 18, and we do not knowingly collect personal information from children.

We employ robust security measures to protect your information from unauthorized access or misuse. However, no online transmission or storage method is entirely secure, and we cannot guarantee absolute protection.

We may showcase repaired or cleaned items on social media platforms, provided they are not identifiable or personalized, unless you opt out by emailing us.

All website content, including text, images, logos, and graphics, is our property and safeguarded by copyright and other intellectual property rights. No license or rights are granted to our content. A single copy may be made for personal, non-commercial viewing. Use without prior written permission is not allowed.

Services and the website are provided “as is” without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, or non-infringement. Use is at your own risk, with no guarantees of uninterrupted, secure, or virus-free operation.

We shall not be liable for indirect, special, incidental, or consequential damages, such as loss of profits, data, or goodwill, except as required by law. Our aggregate liability is capped at the amount paid for the relevant product or service.

These terms are governed by the laws of Dubai, including Federal Law No. 15 of 2020 on Consumer Protection. Any disputes shall be subject to the exclusive jurisdiction of the courts in Dubai. These terms represent the full understanding between the parties, superseding any prior agreements, and are available in English. If any provision is deemed invalid, the remainder shall continue in effect.