At Close Friends (“we”, “our”, or “the Platform”), your privacy matters to us. This Privacy Policy explains how we collect, use, store, and share your personal information when you browse our website, use our mobile application, or place an order through our platform.
By accessing or using Close Friends, you agree to the practices described in this policy.
Contact Us
If you have any questions about this Privacy Policy, need further clarification, or wish to raise a concern, you can reach us using the details below:
Email: hello@closefriends.ae
Company: Close Friends FZC-LLC
Address: Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates
Information We Collect
When you interact with Close Friends, we collect certain information to ensure a smooth, secure, and personalized experience. “Personal Information” refers to any data that can identify you directly or indirectly.
1. Device & Usage Information
Why we collect it:
To operate the platform efficiently, improve performance, understand user behavior, and enhance your overall experience.
How it’s collected:
Automatically through cookies, log files, pixels, and similar technologies when you visit our site or app.
What we collect:
- Browser type and version
- IP address
- Time zone
- Cookie data
- Pages or products viewed
- Search activity
- Interaction patterns with the platform
Who we share it with:
Our e-commerce and analytics service providers (such as Shopify and analytics tools).
2. Order & Account Information
Why we collect it:
To process rentals or purchases, confirm orders, manage payments, arrange delivery, provide customer support, prevent fraud, and communicate important updates or offers (based on your preferences).
How it’s collected:
Directly from you when you create an account, place an order, or contact support.
What we collect:
- Full name
- Email address
- Phone number
- Billing and delivery address
- Payment-related details (processed securely via third-party gateways)
Who we share it with:
- Our e-commerce platform provider
- Secure payment gateways
- Delivery and logistics partners (only essential details such as name and address)
Sharing Your Personal Information
We only share your information when necessary to operate Close Friends and fulfill our services. This includes:
- Technology partners that power our platform and order management
- Payment providers to securely process transactions
- Delivery partners to ensure your items reach you on time
- Legal or regulatory authorities, if required by law or to protect our rights
We never sell your personal data.
Marketing & Advertising
We may use your information to show relevant promotions, updates, or advertisements that align with your interests.
This may include:
- Understanding how users interact with our platform through analytics tools
- Displaying ads across partner platforms based on browsing or purchase activity
You can manage or opt out of personalized advertising at any time through your platform or browser settings, or via third-party ad preference tools such as Google or Meta.
How We Use Your Information
Your personal data helps us to:
- Offer and manage products or rentals
- Process payments securely
- Arrange delivery and returns
- Provide customer support
- Send order confirmations and service-related messages
- Inform you about new collections, features, or exclusive offers (if you opt in)
Data Retention
We retain your personal information only for as long as necessary to fulfill the purposes outlined in this policy, comply with legal obligations, or resolve disputes.
Your Rights
Depending on applicable laws, you may have the right to:
- Access your personal data
- Request corrections or updates
- Ask for deletion of your information
- Withdraw consent for marketing communications
To exercise any of these rights, please contact us at hello@closefriends.ae.
Changes to This Policy
We may update this Privacy Policy from time to time to reflect operational, legal, or regulatory changes. The latest version will always be available on our platform.
Refund & Return Policy
At Close Friends, we aim to provide a smooth and satisfying experience for all our customers. As a peer-to-peer circular fashion platform, our return process follows specific timelines and conditions outlined below.
General Return Conditions
We do accept returns; however, due to the nature of our platform—where payments are released to item owners shortly after delivery—return requests must be submitted within 4 hours of receiving the item.
Once a return request is approved, the item must be available for immediate collection on the same day of delivery. If the item is not handed over to the courier on the same day, or if the request is submitted after the 4-hour window, we may not be able to process the return.
Return requests can be initiated by logging into your account and selecting the relevant order.
Items That Are Damaged or Not as Listed
If your return request is due to:
- The item being damaged, or
- The item being significantly different from its description
Please notify our support team as soon as possible. We may ask for photos or other evidence to assess the issue.
Once verified and approved:
- Return shipping fees will be waived
- A full refund will be issued
Return Shipping Fees
For standard returns, a return collection fee of AED 25 per item will be deducted from the refund amount. Since items are returned directly to individual owners, this fee applies per item.
Please note:
- Original delivery charges are non-refundable
- If an order is cancelled after courier pickup, the return shipping fee will still apply
International Orders
At this time, international orders are not eligible for returns or refunds.
How to Start a Return
To qualify for a return:
- The item must be unused
- The item must be in the same condition as received
Please submit your return request within 4 hours of delivery via your account dashboard.
For assistance, you may also contact us at hello@closefriends.ae or via WhatsApp.
Once approved, our team will arrange the pickup and share collection details with you.
Damages & Order Issues
We recommend inspecting your order immediately upon delivery. If you receive:
- A defective item
- A damaged item
- An incorrect item
Please contact us within 24 hours of delivery so we can review and resolve the issue promptly.
Non-Returnable Items
Returns are not accepted for:
- Gift cards
- Swimwear
- Items clearly marked as non-returnable in the product description
Refund Processing
Approved refunds are issued to the original payment method within 3–5 business days.
Please note that banks or card providers may take additional time to reflect the refund.
If more than 10 business days have passed since approval, please reach out to us at hello@closefriends.ae or via WhatsApp.