On Close Friends, you can request an additional charge if something unexpected happens during a rental — always in a fair, transparent and community-friendly way.

To request a charge:

1. Go to your Dashboard → My Rentals
2. Open the rental
3. Tap Manage My Rental → Request to Charge
4. Choose the reason and select the amount

You can submit a charge request any time from the moment the rental is accepted up to 30 days after the rental ends.

The Renter will then receive the request and can accept or decline it.

⭐ Reasons you may request a charge:

• Late return
• Additional cleaning needed (ex: makeup transfer, stains, odors)
• Repairs due to minor damage
• Rental extension requested by the Renter

If you need to refund a Renter — fully or partially — you can do it directly from your Dashboard.

Here’s how:

1. Go to My Rentals → Order Page
2. Tap Manage My Rental → Initiate a Refund
3. Choose the refund type and amount
4. Submit

Refunds can be issued until the day after the rental end date.

⭐ Reasons you may want to refund:

• The item arrived late to the Renter
• The Renter notified you about a small imperfection you didn't notice
• You're unable to send the item
• The item isn't in the excellent condition you expected for a rental

Your payout will update automatically, and you'll see the new amount before confirming the refund.

Listing your pieces on Close Friends is quick and effortless — it's one of the smartest ways to make money from the wardrobe you already own.

1. Create your Lender Account
Once you're signed in, you can start adding the items you want to rent, sell, or both.

2. Add your item details
Include:

• Brand
• Size
• Fit & fabric notes
• Measurements (optional)
• Style notes
• Any small imperfections (with photos)

3. Upload your photos
You can use:

• Official brand photos
• A clean image of the item alone
• At least one photo showing the current condition
• Optional: worn photos for better fit visualization

High-quality images = higher demand.

4. Set your availability
Inside the item setup, you'll find your availability calendar, where you can mark the exact days your piece is available to rent. This helps renters plan confidently and prevents double bookings.

5. Choose how your item can be booked
You decide how you want your rentals to flow:

Option A — Instant Booking (Auto-Rentals)
Allow renters to book your item instantly without needing your approval.
Perfect if you want:

• Faster bookings
• Zero coordination
• A fully passive experience

Our system will only allow bookings on the available dates you've selected.

Option B — Request-Only
Prefer a bit more control? You can choose to receive rental requests instead of instant bookings. You'll review each request and accept or decline based on your availability, schedule or preference.

You can switch between Instant Booking and Request-Only anytime in your dashboard.

6. Submit for approval
Once approved, your item goes live and becomes part of the Close Friends shared closet.

7. We handle the logistics
When your item is booked:

• We arrange courier pickup from you
• Deliver it to the renter
• Pick it up again after the rental
• Manage the dry cleaning
• Return it to you clean and ready for the next booking

You don't have to coordinate anything — we take care of the entire journey.

8. Get paid
Your earnings go straight to your account. Close Friends takes a 15% commission to support logistics, secure payments, customer support and community protection.

When someone wants to rent your item on Close Friends, here's exactly how the process works for you as a Lender:

✨ 1. You receive a request
A renter selects your item and sends a request for their chosen dates. You'll get an instant app notification so you can review it quickly.

✨ 2. Review the details
Go to your Lender Dashboard → Requests, where you can see:

• Rental dates
• Rental duration (3/8/15/30 days)
• Price and your expected payout
• Delivery type (standard, next-day, same-day)

Everything is laid out clearly so you can make an informed decision.

✨ 3. Accept or decline the request
The response window depends on the delivery type:

⏳ Standard Rentals
You have 48 hours to accept or decline.

⚡ Next-Day Delivery Rentals
You have a 4-hour response window.

⚡ Same-Day Delivery Rentals
You have a 1-hour response window — these move fast, so quick action helps secure the booking.

✨ 4. Good communication is key
You can message the renter directly through the in-app chat if:

• You need more information
• You want to clarify sizing or care expectations
• You want to confirm timing or availability

This helps set a smooth tone for the entire rental experience.

✨ 5. If you can't fulfil the request
Decline as soon as possible. This allows the renter to find another option quickly and keeps the community experience supportive and reliable.

✨ 6. Once accepted, you're all set
Close Friends takes over:

• We schedule the courier pickup from you
• Manage delivery to the renter
• Handle dry cleaning after the rental
• Return your item back to you

All you need to do is have the item ready for pickup.

Close Friends is a curated, high-quality shared closet. To keep the experience premium for everyone, items must meet our listing standards.

✔ You can list items that are:

• Dresses, outfits, sets, bags, shoes, and accessories
• Event wear, going-out wear, special pieces
• In excellent condition
• From brands on our approved brand list
• Less than 3 years old
• With a minimum value of AED 100
• Clean, complete, and ready to be rented
• Made with fabrics that can handle multiple wears (quality stretch, structured fabrics, durable blends)

❌ We do not accept:

• Damaged, stained, overly worn, or altered items
• One-of-a-kind or irreplaceable pieces
• Fast-fashion or unbranded items
• Jewellery, gym wear, loungewear, underwear, shapewear, swimwear
• Items missing key components (belts, straps, sashes, etc.)

Setting prices on Close Friends is super easy — and completely in your hands. Here's how it works:

✨ 1. We suggest a starting price
When you list your item, Close Friends automatically recommends a rental price based on:

• Retail value
• Brand desirability
• Demand trends
• Condition
• Category

Our suggestions usually fall around 10%–15% of the retail price for a 3-day rental, which is generally the sweet spot for fast bookings.

✨ 2. You're always in control
You can override the suggested price anytime. Raise it or lower it depending on how special, new, or in-demand your piece is — you decide what feels right for your wardrobe.

✨ 3. Minimum listing price
All rental listings must start at AED 100. This helps maintain quality and consistency across the shared closet.

✨ 4. Automatic pricing for longer rentals
Once you set your 3-day rental price, our system automatically calculates the prices for:

• 8 days
• 15 days
• 30 days

This keeps your listing consistent, easy to understand, and renter-friendly — without you having to do any extra work.

✨ 5. You can edit your price anytime
You can adjust your pricing whenever you like (as long as the item isn't already booked). Just update it in your dashboard.

Want to stand out, earn more, and become one of the most trusted Lenders in the Close Friends community?

Here's how to earn CF Top Lender status — our badge for the most reliable, loved, and high-performing sharers on the platform.

✨ CF Top Lender Requirements
To unlock the badge and enjoy priority visibility across the platform:

1. Completed Rentals: Have 20+ successful rentals within the last 12 months.
2. Strong Rating: Maintain an average rating of 4.5 stars or higher based on renter reviews.
3. Active Wardrobe: Have at least one item available and ready to rent at all times.

These three indicators help renters instantly trust your closet — and trust leads to more bookings.

✨ Top Tips to Achieve (and Keep) Top Lender Status

⭐ 1. Respond quickly
Accept rental requests as fast as you can — especially next-day or same-day bookings. Fast responses = more rentals + satisfied renters.

⭐ 2. Communicate clearly
Use the in-app chat to keep renters informed about:

• Pickup readiness
• Sizing advice
• Care instructions
• Timing confirmations

Clear, friendly communication always leads to better reviews.

⭐ 3. Keep your listings premium
High-quality photos and detailed descriptions make a huge difference. Show:

• Fit
• Condition
• Fabric details
• Any small imperfections

The more transparent and polished your listing is, the faster it rents.

⭐ 4. Maintain your items beautifully
Renters love pieces that feel fresh, clean, and well cared for. Make sure your item always matches the photos and description you uploaded.

⭐ 5. Deliver an amazing experience
A little effort goes a long way:

• Be punctual with courier pickups
• Package the item neatly
• Be friendly and helpful in chat

People remember great lenders — and great experiences = great reviews.

⭐ 6. Encourage reviews
After each rental, kindly remind renters to leave a rating and share their thoughts. Exactly as in real life — word of mouth is everything.

⭐ 7. Stay active
Update your availability, refresh your prices, add new pieces, and keep your wardrobe feeling alive. Activity boosts visibility, and visibility boosts earnings.

⭐ Why become a CF Top Lender?
Besides the badge, you'll enjoy:

• Higher placement in search results
• Increased trust from renters
• More bookings
• Higher earnings
• Stronger reputation within the Close Friends community

It's the closest thing to being the "It-Girl" of shared closets.

We like to keep things fast and easy — just like borrowing from your best friend's closet.

Once you upload your item, our team reviews the photos, details, and overall condition to make sure it meets the Close Friends standards.

⏳ Approval usually takes up to 24 hours.

If everything looks great, your piece goes live instantly so it can start making you money.

If your item isn't approved the first time, don't stress — we'll send you friendly feedback so you can update your photos or details and resubmit.

Sending your item should feel easy and natural — like sharing your closet with a friend. Here's how to make the process smooth from start to finish:

✨ 1. We notify you as soon as your item gets booked
You'll receive an app notification (and a quick WhatsApp message) letting you know that someone has chosen your piece to wear and feel amazing in it. Your item is about to go live its next little adventure.

✨ 2. Our courier comes straight to you
No coordination needed — we handle everything for you. Just have the item ready at the arranged time, and our courier:

• Picks it up from your doorstep
• Delivers it directly to the renter
• Picks it up again after the rental
• Takes it to dry cleaning
• And returns it to you fresh and ready for its next booking

Zero stress. Zero logistics on your end.

✨ 3. Please be ready at the scheduled pickup time
If the item isn't handed to the courier at the agreed time and ends up arriving late to the renter, the renter may qualify for a partial or full refund. So just make sure it's ready — and we'll handle the rest.

✨ 4. Use your Close Friends packaging
When you join the platform, you receive a set of Close Friends shipping bags to keep at home. Use these for every rental — they're clean, protective, and keep the shared closet aesthetic consistent. If you run out, you can always request more through your dashboard.

✨ 5. Upload your pre-pickup photos
This is an important step to protect you and your item. Within 24 hours before pickup, take clear photos of:

• Front
• Back
• Details
• Fabric
• Any existing imperfections

Then upload these photos directly inside your dashboard as "Condition Before Pickup." They serve as official proof of the item's state before leaving your closet.

Do the same when the item returns — upload your "After Return" photos to close the rental cycle. This keeps everything transparent and smooth for everyone.

✨ 6. A friendly message goes a long way
You don't have to, but renters love receiving a quick note like: "Your piece is on the way — enjoy it 💛" It adds warmth and builds trust.

✨ 7. Make it yours
Some Lenders like adding a small handwritten note or styling suggestion. It's not required at all, but it genuinely creates a moment — and moments turn into returning renters who love your closet. This is your little boutique inside Close Friends. Feel free to own it.

Documenting your item's condition is an essential part of keeping the shared closet safe, fair, and transparent for everyone. Here's how to do it the Close Friends way — easy, quick, and fully protected.

✨ Before the rental (Condition Before Pickup)
Within 24 hours before the courier picks up your item, take clear photos and upload them directly in your dashboard under "Condition Before Pickup." Make sure your photos show:

• Front
• Back
• Close-up details
• Fabric texture
• Zippers/buttons
• Any existing imperfections (no matter how small)

Your phone's timestamp + the uploaded file log gives you official proof of the exact condition your item left in. These photos protect you. Always upload them.

✨ After the rental (Condition After Return)
As soon as your item is delivered back to you (after dry cleaning), check it and upload your "Condition After Return" photos within 24 hours.

If something doesn't look right, take photos of:

• Any new marks
• Stretching or wear
• Missing elements
• Damage
• Anything that differs from your "before" photos

Upload them to the same rental record.

✨ If you notice an issue
Here's what to do:

1. Upload your "after" photos
2. Flag the issue through the platform
3. Message the renter through the in-app chat
4. If no agreement is reached within 72 hours, our Close Friends Support Team will step in and assist with resolution.

✨ If the renter had Damage Protection
If the renter purchased Damage Protection, minor repairs or extra cleaning (up to AED XXX depending on the protection tier) may be covered. Upload the receipt, and our team will handle the rest.

If you're traveling, taking a break, or simply want to switch off from lending for a bit, you can put your entire wardrobe on Airplane Mode.

✨ How it works:

1. Go to Your Wardrobe in your dashboard.
2. Tap Airplane Mode.
3. Choose the dates you'll be unavailable.
4. Confirm — and that's it.

During this time, your items won't appear as available, and renters won't be able to book or send requests.

✨ Ready to lend again?
Whenever you're back, just return to your wardrobe and tap "Back Online" to reopen your closet to the community.

Clean, simple, and totally in your control — just the way it should be.

Dry cleaning works differently before and after a rental — and both parts keep the shared closet feeling fresh, hygienic, and premium.

✨ Before the rental
The Lender is responsible.
Before your item is rented out, it's your responsibility to make sure it's:

• freshly cleaned
• steamed or ironed
• smelling great
• in perfect rental-ready condition

Think of it as preparing your piece for its next little moment. A well-presented item = better ratings + more repeat renters.

✨ After the rental
Close Friends takes care of everything.
Once the rental ends, we handle:

• courier pickup from the renter
• professional dry cleaning
• quality check
• and delivery back to you

You don't need to chase cleaners or manage logistics — we do it for you to keep the process totally effortless.

Fit issues happen, and Close Friends makes the entire process easy — for both renters and lenders. Here's how it works from your side:

✨ 1. The renter has two return options

Option A — 4-Hour Return Window
If the renter tries the item right away and it doesn't fit, they can request a return within 4 hours of delivery.

What this means for you:

• Close Friends arranges a same-day pickup
• The renter pays the AED 25 return courier fee (unless the item arrived damaged or not as described in that case the lender assume the cost of the courier service)
• The rental is refunded to the renter
• You do not lose anything, because you had not earned the rental fee yet

Option B — Fit Guarantee (24-Hour Return)
If they miss the 4-hour window, they can use the Fit Guarantee within 24 hours of their rental start time.

What this means:

• The rental fee is refunded
• The renter pays the AED 25 return courier fee (unless the item arrived damaged or not as described in that case the lender assume the cost of the courier)
• Damage Protection (in case that the renter took this option is not refundable)
• Item must be returned unworn

✨ 2. You'll be notified immediately
You'll receive an in-app update letting you know the renter initiated a fit return. This keeps everything transparent and organized for you.

✨ 3. Close Friends handles everything
You do not need to coordinate anything. We manage:

• Pickup from the renter
• Packaging & logistics
• Returning the item back to you

Your only responsibility is receiving your item back.

✨ 4. Want to reduce future fit returns?
A little extra detail in your listing can make a huge difference. Add info like:

• Your height
• Bust/waist/hip/length measurements
• Whether it runs tight, TTS, or relaxed
• Whether the fabric is stretchy, structured, or non-stretch
• A worn photo (optional but very helpful)

Fit-specific notes like:
"Best for petites"
"Has lots of stretch"
"Fitted on the waist"

The more precise the info, the fewer fit returns you'll ever see.

Getting paid on Close Friends is easy — and fully automated so you never have to chase anything.

✨ 1. Your earnings are released 5 working days after the rental ends
Once the rental period is over and your item has been successfully returned, your payout is generated within 5 working days. This applies to every rental — simple, predictable, and clear.

✨ 2. Commission
Close Friends takes a 15% commission from the rental fee to cover:

• Platform access
• Secure payment processing
• Customer support
• Logistics coordination
• Community protection

The rest is yours.

✨ 3. Your earnings go into your Lender Wallet
Once the payout is processed, the money appears in your Close Friends Lender Wallet. From there, you can:

• Transfer your balance to your bank account
• Keep it in-app for future purchases/rentals
• Track all your earnings in one place

✨ 4. Bank transfers
When you choose to cash out, your transfer is processed through our secure payment partner Stripe. Most banks take 4–5 working days to reflect the funds, depending on your country and bank processing times.

✨ 5. Make sure your bank details are added
For your payout to run smoothly, simply add your bank information in:
My Account → Payment Details

Once this is done, your payouts will always process automatically — no action needed from you.

Close Friends Protect is our optional Damage Protection add-on — your little safety bubble for those "oops" moments that can occasionally happen with shared wardrobes. It gives you extra peace of mind when sending out your most loved pieces, and keeps everything feeling safe, fair, and totally hassle-free.

⭐ What is Close Friends Protect?
Close Friends Protect is an optional, pay-per-rental protection service that helps cover your item in case of:

• Significant damage
• Major stains that can't be professionally removed
• Repair costs that go beyond normal wear

Because we operate in the UAE — where theft or loss is extremely rare due to strict laws and secure courier systems — Close Friends Protect is focused on damages, not "lost or stolen" scenarios like other platforms abroad.

Think of it as:
✨ Your item's bodyguard — but cute and affordable.

You choose when to activate it. No commitment. No subscription. Just an optional layer of comfort when you feel your piece needs it.

⭐ How does Close Friends Protect work?
If you ever need to use it, here's how the process works:

1. Contact our Support Team through the app
2. Provide basic info:
   • Rental ID
   • Clear photos of the damage
   • Your original "Condition Before Pickup" photos
   • Photos after the item returned
   • A short explanation of what happened
   • Proof of purchase (if available)
3. Our team reviews your request within 7 working days
4. If approved, we compensate you for the repair or replacement value (based on the item's RRP)
5. We handle the rest — you relax

The better the photos, the faster the process.

⭐ How much is Close Friends Protect?
We keep it affordable and flexible so you can choose it only when you need it.

• AED xxx for items valued under AED 1,000
• AED xxx for items valued AED 1,500 and above up to xxxx

The fee is automatically deducted from your rental payout — no extra steps. You can also adjust your rental price to offset the cost if you'd like.

⭐ What is considered irreparable damage?
Because we love giving clothes long lives, we always try repairs first. However, Close Friends considers damage irreparable when:

• A professional tailor cannot fix it
• A repair would change the design or shape of the item
• The piece is no longer wearable or presentable for future rentals
• A specialist dry clean cannot remove a stain
• The item is returned in a condition that makes it unusable (and clearly outside normal wear)

Normal wear (light friction, micro lint, loose threads) is not considered damage.

⭐ What about lost or stolen items?
Since we're based in the UAE, true "lost" or "stolen" rentals are extremely unlikely due to strict laws and reliable courier networks. Still, in the rare event something goes wrong, Close Friends will:

• Work directly with the courier to investigate
• Manage any follow-up with the renter
• Handle the process for you so you don't lose time

You will never be left alone dealing with a complicated situation — that's the whole point of being part of the CF community.

⭐ Why lenders love Close Friends Protect

• Affordable
• Optional
• Gives peace of mind
• Keeps rentals stress-free
• Makes sharing your wardrobe feel safer
• Allows you to confidently rent out your higher-value pieces
• Fits perfectly with the trust-first spirit of Close Friends

It's not just protection — it's freedom to lend without overthinking.

If your rental end date has passed and your item hasn't made its way back to you yet, don't worry — here's exactly what to do.

✨ 1. Check your dashboard first
Before anything else, open your rental details in the app. You'll see the real-time return status and whether the courier has already attempted pickup. Sometimes the delay is simply a timing issue between the renter and the courier slot they booked.

✨ 2. Send a quick message to your renter
A friendly in-app message can clear things up fast. Most of the time, late returns happen because the renter:

• missed the courier pickup window
• had a scheduling conflict
• or forgot to update their pickup slot

A gentle nudge usually solves everything.

✨ 3. If there's no response or update within 24 hours
Reach out to the Close Friends Support Team directly through the app. We'll step in and handle the situation for you — coordinating with the renter and the courier to get your item back as soon as possible.

✨ 4. Reporting a late return
To keep everything fair and supported, late returns must be flagged to our team within 3 days after the rental end date. This allows us to:

• Track the item
• Contact the renter
• Work with our courier partner
• Resolve the issue quickly and respectfully

We always prioritize recovering the item for you.

✨ 5. About responsibility
Because Close Friends is a peer-to-peer marketplace, we don't act as the financial owner of your item — but we do handle every step of communication, tracking, and follow-up to help recover it. In the UAE, true "loss" is extremely rare thanks to strict laws and secure courier systems, but if anything unusual happens, our team supports you until the case is resolved.

This is a community — and we take care of each other's closets.

Keeping track of your earnings is super easy with Close Friends. Here's how to view and export a full breakdown of your payouts:

1. Go to your Lender Dashboard
Tap "View Payouts Breakdown" — this will take you straight to your Stripe dashboard, where all your earnings live safely.

2. Check all your transactions
Inside Stripe, select "See All" under Recent Transactions. Here you'll find every balance movement, including:

• Payments from rentals
• Sales earnings
• Transfer adjustments
• Payouts sent to your bank

Everything is neatly logged and easy to scroll through.

3. View only your payouts
Head to the Payouts tab to see a clean list of each payout sent to your bank account — sorted automatically by date.

4. Export your records
Planning, budgeting, or doing your bookkeeping? Click Export to download your payout history. You can also filter by custom date ranges if you need a specific month or time period.

Keeping your payout details up to date is super important — it's how your earnings reach you.

To update your payout method:

1. Go to My Account → Payout Settings
2. Add or update your bank details
3. Save your changes — done!

Your payouts are processed through our secure payment partner, so make sure the information you enter matches your bank exactly. If anything looks off, your payout may be delayed, so double-check the details before submitting.

Don't panic — here are the most common reasons your payout might be taking longer:

1. Banking timelines
Once we send your payout, banks usually take 4–5 working days to process the transfer. Weekends and holidays can sometimes delay this.

2. Missing or incorrect bank details
If your payout method isn't set up correctly, the payment can't go through. Double-check:

• IBAN
• Account name
• Bank name
• Any required local details (UAE banks can be strict)

3. Your rental just ended
We send payments within 5 working days from the last rental day. If you're still within that window, it's simply processing.

4. Stripe security checks
Sometimes our payment partner needs to verify your account or pause a payout for routine checks. If this happens, you'll receive an email or an in-app notification.

If none of the above apply, send us a message through the Help icon, and we'll investigate it for you right away. We've got you. 💛

Yes, all luxury items listed on Close Friends must be authenticated. It keeps our community safe, trustworthy, and ensures every piece is 100% legit.

✔ If you already have proof of authenticity
Upload the photos when listing your item — receipts, certificates, authenticity cards, dust bags, or any official documentation. This speeds up approval and gives renters and buyers instant confidence.

✔ If you don't have authentication
No stress — we can handle it for you. Close Friends partners with Real Authentication (realauthentication.com) — a trusted global expert in luxury verification. Just contact our team, and we'll manage the entire authentication process for you.

At Close Friends, we keep our closet curated, elevated and always true to our community vibe. We accept premium, contemporary and luxury brands — pieces that feel special, high-quality and worthy of being shared. We do not accept fast-fashion brands such as Shein, Temu.

⭐ Our Approved Brand List
You'll find your favorite designers here — from sought-after luxury houses to the most-loved contemporary brands. This includes (but is not limited to):

Want to list a brand that isn't on the list? No problem — just contact us and our team will review it. If the brand fits our quality + sustainability standards, we'll gladly approve it.

Close Friends is a shared-closet community, so all items come directly from the women who own them. Because of this, we don't offer try-ons before renting.

However, if something doesn't fit the way you expected, you can request a return within 4 hours of receiving your item. A small AED 25 return courier fee applies.

1. Create your account
Set up your profile, add your delivery address and payment details.
Pro tip: Adding a profile photo makes you more approachable to Lenders.

2. Browse the closets
Explore pieces uploaded by our community of stylish women. Use filters to refine by size, designer, style, color, or rental dates. You can also "heart" items to save them to your Wishlist.

3. Choose your rental dates
Select your item and pick a rental period between 3 and 30 days. You can message the Lender if you'd like more info on size or fit.

4. Complete your rental
Add your delivery and payment details. The Lender has 48 hours to accept your request. You'll receive a confirmation as soon as it's approved. If your request is declined or expires, any temporary authorization on your card will be automatically released.

5. During your rental
You'll receive tracking updates automatically in your dashboard. Your rental may arrive anytime on your Start Date — if you need it earlier, choose a start date one day before. If something doesn't fit, message us right away and we'll help.

6. Returning your rental
Our courier will pick up the item from your door at the end of your rental. No cleaning or preparation needed — we take care of everything.

Communication keeps the Close Friends experience smooth and enjoyable. You can message the Lender at any time using our in-app chat:

✨ Before renting:
Ask about size, fit, or fabric.

✨ During your rental:
Coordinate delivery timing or ask quick questions.

✨ After your rental:
Say thank you, share your experience, and leave a rating & review.

You can rate:

• the Lender
• the item
• delivery timing
• communication
• your overall experience

All communication must stay inside Close Friends for safety and support. Find all conversations in Dashboard → Messages.

You can rent items for 3, 8, 15, or 30 days depending on your plans — weekend, events, trips, or extended occasions.

Yes! As long as your start and end dates match, you can rent multiple items. Close Friends automatically groups your items by rental dates so you can see which ones can be bundled.

Once your rental is accepted, tracking will automatically appear in your dashboard as soon as the courier collects your item — no need to message anyone or exchange tracking numbers.

The day before your rental starts, you'll receive a delivery reminder with:

• ✨ Tracking options
• ✨ Estimated arrival time
• ✨ Update options (when available)

✨ More than 2 days before your rental starts:
You can change your delivery address directly from your Order Dashboard. It will update automatically if the new area is covered by our courier.

✨ Within 2 days of the rental start date:
Contact our team — we'll check courier availability and do our best to help.

✨ After your rental has started:
The address can no longer be changed.

Once you submit a rental request, the total amount is temporarily authorized on your card (not charged). The Lender has 48 hours to accept your request.

✨ If the request expires or is declined, the authorization is automatically released. It disappears from your card as if it never happened.

If you need help or updates, message our team through the app.

If your item is delayed, you have options:

✨ Extend your rental
Enjoy the full rental period by adjusting your dates.

✨ Partial refund
If you still want the item, we refund the days you missed.

✨ Full refund
If it won't arrive in time for your plans, you may qualify for a full refund.

✨ Replacement option
If possible, we can help arrange a last-minute replacement.

All timing issues are handled directly by the Close Friends team. We're here to keep your experience smooth and stress-free.

Using promo codes or credit is easy:

✨ Promo Codes
At checkout, tap "Add Promo Code", enter your code, and you're set.

✨ Gift Cards & Account Credit
Use your credit in two ways:

1. Add to your Close Friends Wallet
   Top up your Wallet to use credit anytime.
2. Apply at Checkout
   Select "Use My Credit" at checkout.

If you ever have questions, our team is always here to help 💛✨

If your item doesn't arrive in the condition you expected, don't worry — just follow these steps:

1. Check it as soon as it arrives
   Open your package the day it's delivered and try the item on as soon as possible.
2. Take photos or videos immediately
   Capture clear images of any issue (marks, damage, wear, etc.). Your phone will time-stamp this, which helps us review what happened.
3. Report it through the app
   Go to your rental in the app and use the "Report an Issue" option. Upload photos and describe what's wrong.
4. Don't wear the item
   If you intend to request a refund or replacement, please do not wear the item.
5. Our team will step in
   Close Friends support will review your case, contact the Lender if needed, and guide you on next steps — this may include a refund, partial refund, or replacement, depending on the situation.

We're here to protect both you and the Lender, and to keep the experience fair and smooth for everyone in the community.

We totally get it — sometimes the fit just isn't right. That's why Close Friends has a simple and stress-free process to help you.

Before Renting — Use Our Fit Info
To avoid surprises, every item includes:

• A true-to-size guide
• Notes on stretch / no stretch
• The item's fit type (fitted, relaxed, bodycon, flowy…)
• Photos and measurements when provided

And you can always message the Lender before renting if you want extra reassurance about the fit.

⭐ If it Doesn't Fit — Here's What to Do

Option 1: 4-Hour Return Window
If the item doesn't fit or isn't quite what you expected:

1. Notify us within 4 hours of delivery
2. Use the "This Item Doesn't Fit" button in your rental
3. Choose a pickup time slot in the app
4. Our courier will collect the item the same day

A AED 25 return courier fee applies. However, this fee is waived if the item is:

• Damaged
• Stained
• Significantly not as described

Once the item is collected and confirmed unworn, we'll process your partial refund.

Option 2: Fit Guarantee (24-Hour Return)
If you miss the 4-hour window, you still have up to 24 hours from your rental start time to use the Fit Guarantee.

1. Go to My Rentals → In Progress
2. Tap "This Item Doesn't Fit"
3. Upload a photo (optional)
4. Book a pickup slot for the courier
5. Return the item within 24 hours

Once returned, you'll receive:

• Rental price → refunded
• Cleaning fee → refunded
• Delivery fee → not refundable
• Damage Protection → not refundable

If You'd Like a Replacement
If you want another outfit for your event, you can place a new order right away. This ensures you don't lose time waiting.

Returning your rental is easy — and arranged directly from your app.

1. Return on or before your final rental day
You're responsible for making sure the item is ready to be collected no later than the last day of your rental period.

2. Book a pickup slot
From your rental page, choose a pickup time slot that works for you. Our delivery team will come to your chosen address to collect the item.

3. We handle the rest
Once it's collected, Close Friends manages the logistics and ensures the item is safely returned to its owner. No need to go anywhere, no printing, no drop-off points.

We understand plans can change. Here's how cancellations work as a Renter:

You can cancel from:
My Rentals → Renting → Upcoming → Manage My Rental → Cancel Rental

📅 Rentals booked more than 48 hours in advance

• More than 10 days before the rental start date:
  → Fully refundable.
• Within 10 days of the rental start date (but more than 48 hours before):
  → 30% cancellation fee applies.
• Within 48 hours of the rental start date:
  → Non-refundable.

⚡ Rentals booked within 48 hours of the start date

• Within 4 hours of booking:
  → Fully refundable.
• After 4 hours from booking:
  → Non-refundable.

Cancelling last minute reduces the chance for other women to book the item, so we always recommend cancelling as early as possible.

If you're unsure about how a fee applies to your case, you can always contact our team and we'll review it with you.

Yes — in some areas and for selected items, Close Friends can offer same-day or next-day delivery, depending on the time of your request and courier availability.

⏰ Same-day requests
Same-day delivery is available until a certain cut-off time (usually 2pm). If your request is not accepted by the Lender in time, it will automatically expire and you won't be charged.

✅ If the Lender cancels after accepting
You'll receive a full refund and their payout will be cancelled.

✅ If you cancel

• If you cancel before the Lender accepts the request → you'll receive a full refund.
• If you cancel after the rental is accepted → cancellation fees may apply, based on our Renter Cancellation Policy above.

You'll receive notifications and reminders so you always know what's happening with your same-day or next-day rental.

If you're booking something last minute for a special occasion, we recommend:

• Checking the rental start date and time carefully
• Making sure you're available to receive the delivery
• Contacting our team if you're unsure or need help

At Close Friends, we keep delivery simple and affordable 💛

✨ Standard Delivery — AED 25
Perfect for most rentals. Your item will be on its way and usually arrives within 1–2 days.

✨ Same-Day Delivery — AED 40
Available on selected pieces. Place your order before 2 PM and get your outfit delivered today. (It's giving last-minute plans, but make it effortless.)

Delivery timing depends on the option you choose at checkout:

✨ Standard Delivery
Your item is usually collected by our delivery partner within 24–48 hours of your order, and then delivered within the following 24 hours. Smooth, easy, and right on time.

✨ Same-Day Delivery
Available on selected pieces. If you order before 2 PM, you'll receive your item the same day within a 3-hour delivery window — perfect for last-minute plans or outfit emergencies.

We keep payments simple and secure 💛

✨ For purchases:
You can pay using:

• Debit & credit cards
• Apple Pay
• Google Pay
• Tabby (buy now, pay later)

✨ For rentals:
To keep every rental protected, we currently accept:

• Debit cards
• Credit cards

✨ What we don't accept:

• Cash on delivery
• Crypto payments

We're always working on new features, so more options may be added in the future — but for now, this keeps the rental experience smooth and safe for everyone.

At Close Friends, we keep everything safe, simple, and fully protected — which is why we don't offer cash payments or in-person collection.

All payments must be completed through our platform, and every item is delivered using our trusted courier service.

This ensures that:

• your payment is always secure
• both Renter and Lender are fully protected
• every delivery is tracked
• the item reaches the correct person safely

It's all about keeping the experience smooth, elegant, and worry-free — just how a shared closet between friends should feel 💛

At Close Friends, we charge a 15% service fee on every order. This fee is based on the item price (excluding delivery and cleaning) and helps us keep the whole experience effortless and premium — the way a shared-closet community should feel.

Here's what it actually supports:

✨ Smooth Order Handling
We take care of the full journey of your item — coordinating pickup from the Lender, tracking it, and making sure it arrives safely to you.

✨ Community Protection
Your experience matters. The service fee covers fit issues, returns, disputes, and keeps every rental and purchase backed by Close Friends support from start to finish.

✨ Personalized Customer Care
Whenever you need help, advice, or reassurance, our team is here — friendly, fast, and ready to support you like a true close friend.

This fee allows us to maintain a safe, organized, and elevated space where sharing your closet (and discovering new ones) feels easy, fun, and confidently secure.