Help Center – Close Friends
Welcome to the Close Friends Help Center.
This section provides information regarding rentals, payments, delivery, returns, and customer support in accordance with applicable UAE laws and platform policies.
1) Orders & Rentals
How do I place a rental order?
To place an order, select your desired item, choose the rental dates, and complete checkout through our platform.
Rental Period
The rental duration is specified on each product page and must be adhered to unless an extension is approved.
Rental Extensions
Extensions are subject to item availability and owner approval. Requests must be made before the rental period ends.
2) Delivery
Delivery Coverage
Close Friends currently provides delivery services within the United Arab Emirates. Delivery timelines may vary based on location.
Same-Day Delivery
Same-day delivery is available in selected areas, subject to availability.
Missed Deliveries
If a delivery attempt is unsuccessful due to customer unavailability, additional delivery charges may apply.
3) Returns & Refunds
Return Request Window
Return requests must be submitted within 4 hours of delivery via the customer account dashboard.
Return Conditions
- Items must be unused
- Items must be returned in the same condition as delivered
- Items must be available for same-day pickup once a return is approved
Return Fees
For standard returns, a AED 25 per item return collection fee applies.
Original delivery charges are non-refundable.
Refund Processing
Approved refunds are processed within 3–5 business days to the original payment method. Processing times may vary depending on the bank or card issuer.
4) Damaged, Defective, or Incorrect Items
If an item is received:
- Damaged
- Defective
- Significantly different from its description
Customers must notify Close Friends immediately and provide supporting evidence (e.g., photos).
Once verified:
- Return shipping fees are waived
- A full refund will be issued
5) Non-Returnable Items
Returns are not accepted for:
- Gift cards
- Swimwear
- Items clearly marked as non-returnable on the product page
6) Payments & Security
Accepted Payment Methods
All payments on Close Friends are processed securely via Stripe, a globally trusted payment service provider.
Payment Security
- Close Friends does not store card details
- All transactions are encrypted and handled directly by Stripe
- Payments comply with applicable security and data protection standards
7) Account Management
Account Creation
Customers must create an account to place orders and manage rentals.
Account Updates
Personal information can be updated through the account dashboard.
8) Privacy & Data Protection
Close Friends is committed to protecting user privacy and personal data in accordance with applicable UAE data protection regulations.
Please refer to our Privacy Policy for detailed information.
9) Contact & Support
For inquiries, concerns, or support requests:
📧 Email: hello@closefriends.ae
📱 WhatsApp: Available during business hours
Legal Notice
Close Friends reserves the right to update platform policies, pricing, and procedures at any time. The latest version will always be available on the platform.